Error (15) Failed to find the CA certificate

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Maileater process(pdm_maileater_nxd) is failing withe the following error message in the logs:

"Error (15) Failed to find the CA certificate" 

In the logs, we see the following error:

02/23 10:57:19.07 CAstest1 pdm_maileater_nxd 4068 TRACE pdm_maileater_nxd.c 8320 Connecting to IMAP4 Server [webmail.USRD.com] on Port 143 
02/23 10:57:19.07 CAstest1 pdm_maileater_nxd 4068 MILESTONE pdm_maileater_nxd.c 8337 Connection established to IMAP Server [webmail.USRD.com] on Port 143 
02/23 10:57:19.07 CAstest1 pdm_maileater_nxd 4068 VERBOSE pdm_maileater_nxd.c 8338 Use TLS: 1; ca_cert_path: E:\SDM\certificates\emailCA.pem; 
02/23 10:57:19.07 CAstest1 pdm_maileater_nxd 4068 MILESTONE pdm_maileater_nxd.c 8341 Now trying secure IMAP4 connection. 
02/23 10:57:19.09 CAstest1 pdm_maileater_nxd 4068 ERROR pdm_maileater_nxd.c 9590 Imap Mail: TLS Connection to POP3 Server: webmail.USRD.com at Port: 143 failed. Error (15) Failed to find the CA certificate 

Environment

ServiceDesk 12.x-14.x-R17

Cause

The cause of the error is because of missing, corrupted, or expired certificate

Resolution

The cause of the error is because of missing, corrupted, or expired certificate

Resolution:

Recreate a new certificate and place in the location where ServiceDesk maileater reads the certificate.

For SDM R17:

Download the Certificate file referred in the following link, in Step 1:

CA Service Management - 17.1 >> Troubleshooting Maileater Connectivity with Office 365 Server

Additional Information

There are few more documents that cover this issue:

Article 17377 - How to configure email on CA Service Desk Manager (CA SDM) using the TLS option, when you get the following errors: Error (15) Failed to find the CA certificate / Error (13) Certificate name does not match?

 

SDM Mail eater error in SDM 14.1 using Outlook mail client