email request can't connect to server

[Sid Yadav]

I have multiple Projects in the JIRA Service desk and have been using JIRA for 3 years now.
For the past 15 days, no requests were created and through the event logs, I found out that JIRA is unable to connect to our exchange server. We have multiple Email Requests set up for each Project, but none of them are working.
The email account is working fine in Outlook, but just can't connect to JIRA.
How do I fix this?

[Daniel Ebers · Accepted solution]

Hi Sid,

this depends on what is in the logs and what the specific error is when connecting to the exchange server.

Some possibilities include a changed server name, an expired SSL certificate, a firewall change, it just cannot be stated without further information.

Regards,

Daniel

[Sid Yadav]

Hey Daniel,
So this is what the log says
Couldn't connect to host, port: exchange.****.com, 143; timeout 50000; Using SOCKS host, port: edge-outboundproxy01-prd-uswest2.net.atlassian.com, 1080

AUTHENTICATE failed.

[Daniel Ebers]

The best you can do is to work with the admin of exchange.karna.com to find out why the authentication fails.
If this is a exchange server your company controls it has an own log which will tell further what part of authentication troubles in detail.
If you work with a solution provider that one has to debug with you why it fails.

This is nothing Community can fix.

Best guess: SSL certificate was replaced, user credentials have changed (and were updated in Outlook whereas in Jira they weren't).

[Sid Yadav]

You are amazing, thank you so much! I will definitely look into it.