Maileater is not working when connecting to Zoho email account

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Maileater fails with the following error when connecting to Zoho email account:

 

Failed to make connection with STARTTLS to server imap.zoho.in, port 993, trying SSL connection
ERROR  [ForkJoinPool-1-worker-13] c.c.S.m.c.JavaMailIMAPClient - Failed to connect to the Store.
javax.mail.MessagingException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

 

Environment

Release : 17.x

Resolution

1. Get the Zoho certificates (2) using OpenSSL

openssl s_client -connect imappro.zoho.in:993 -showcerts -debug

Refer to the following KB article for an example and step by step: https://knowledge.broadcom.com/external/article?articleId=198751

2. Configure the CA Certificate Path to use those 2 Zoho certificates, separated by a space

3. Configure the maileater mailbox following the steps noted in the following link:

https://www.zoho.com/mail/help/imap-access.html

4. Restart SDM Services. This is necessary to load the certificates into the SDM keystore and for changes to take effect.