Access Token Generation Generates 500 Error
Article ID: 418421
Updated On:
Products
Issue/Introduction
Maileater has stopped processing emails.
This was previously working, but now does not.
When generating a new Access Token, a 500 Tomcat error is generated.
DEBUG maileater_nxd.log shows the following:
2025-10-23 10:31:43:295 TRACE [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession - [<MAILBOX_NAME>: <MAILBOX_ID_NUMBER>] Failed to connect to IMAP4 server outlook.com at port 993
2025-10-23 10:31:43:295 DEBUG [ForkJoinPool-1-worker-3] c.c.S.maileater.Mailbox - [<MAILBOX_NAME>: <MAILBOX_ID_NUMBER>] -> [ID:(<[email protected]>),HN:(outlook.com)/Inbox] completed Mail Poll...
2025-10-23 10:32:00:014 TRACE [pool-3-thread-1] c.c.S.m.NXMailEater - MailEater Stats: Msgs Received(0) Msgs Processed(0) Unknown Msgs(0) Attachments(0) Protocol Errors(0) Parse Errors(0) Tracing(false)
2025-10-23 10:32:03:318 INFO [pool-5-thread-2] c.c.S.m.MailboxPollingRequest - Performing scheduled Mail Poll for Mailbox <ID>.
2025-10-23 10:32:04:084 DEBUG [ForkJoinPool-1-worker-3] c.c.S.maileater.Mailbox - [<MAILBOX_NAME>: <MAILBOX_ID_NUMBER>] -> [ID:(<[email protected]>),HN:(outlook.com)/Inbox] signalled for Mail Poll...
2025-10-23 10:32:04:084 DEBUG [ForkJoinPool-1-worker-3] c.c.S.maileater.TextAPI - return true since we don't manage slump
2025-10-23 10:32:04:084 DEBUG [ForkJoinPool-1-worker-3] c.c.S.maileater.Mailbox - [<MAILBOX_NAME>: <MAILBOX_ID_NUMBER>] -> [ID:(<[email protected]>),HN:(outlook.com)/Inbox] polling for mail...
2025-10-23 10:32:04:084 DEBUG [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession - [<MAILBOX_NAME>: <MAILBOX_ID_NUMBER>] Using encrypted password
2025-10-23 10:32:04:084 DEBUG [ForkJoinPool-1-worker-3] c.c.S.m.c.JavaMailIMAPClient - [ID:(<MAILBOX_NAME>: <MAILBOX_ID_NUMBER>),HN:(outlook.com)] -> [IMAPS|993] Connecting to IMAP host...
2025-10-23 10:32:04:334 ERROR [ForkJoinPool-1-worker-3] c.c.S.m.c.JavaMailIMAPClient - [ID:(<MAILBOX_NAME>: <MAILBOX_ID_NUMBER>),HN:(outlook.com)] -> [IMAPS|993] Failed to connect to the Store.
javax.mail.AuthenticationFailedException: AUTHENTICATE failed.
2025-10-23 10:32:04:334 DEBUG [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession - Access Token has expired...generating a fresh one....and trying again...
2025-10-23 10:32:04:334 ERROR [ForkJoinPool-1-worker-3] c.c.S.mail.OAuthProcessor - Refresh token is missing....can not get access token...
2025-10-23 10:32:04:334 ERROR [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession - Failed to get a fresh access token...can not proceed further....
java.lang.Exception: Refresh token is null or empty
Environment
Service Desk Manager 17.4.x
Azure Mailbox
Cause
The 500 Error is a generic error, but in this case is due to misconfiguration
If the redirect_url is configured as the background server instead of the FQDN/Load balancer URL then the callback containing the tokens is directed to the background servers Tomcat which lacks the context of the original request.
Resolution
Ensure all certificates are valid and all settings are configured per our documentation:
The Access Token must be generated from the same URL as configured in the redirect URL.
If the redirect URL references a server instead of a FQDN/Load balancer URL, consider configuring the redirect URL to use the FQDN/Load balancer URL instead of the background server name.
There is a session stickiness that the initiating and callback would go to the same Tomcat.
If you cannot, then you can generate the Access Token using the configured servers Service Desk URL directly.
Navigate to Service Desk Manager using the URL from the Redirect URL setting and try to generate the Access Token
Access Token Generation should be successful.
Additional Information
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