Protocol error. 16 in maileater access

Products

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

Issue/Introduction

Maileater functionality is not working.  The maileater_nxd.log is reporting a "javax.mail.AuthenticationFailedException: Protocol error. 16" error

Environment

Release: 17.4 or higher
Component:  CA Service Desk Manager

Cause

Mail server login functionality may have been updated.  The above error may indicate that the login is being refused due to incorrect credentials, a problem with the mail certificate, or that the mail server is disallowing the authentication due to security level issues.

Resolution

In one such scenario, the mailbox was configured for security level "Clear Text" and had to be changed to "LOGIN".  Review with mail admins to see if there were any changes in the mail server authentication function.