Everton1878 Posted August 11, 2023 Share Posted August 11, 2023 Hi, This morning we haven't had any email into Service Manager and when I've gone in to check the mailbox connection we are getting a 'NO AUTHENTICATE failed' message I'm not aware of any having been change at our end but wondering if some sort of token may have expired I logged into Service Manager in incognito mode and then used the direct login rather than SSO to go in and create a new credential When creating, it popped up with an Office 365 login and I entered the login details for the mailbox which were accepted I then specified the new credential in the mailbox connection but it is still failing with the same error My colleague that set this up when Microsoft retired the old authentication method is on holiday today so any help would be greatly appreciated Link to comment Share on other sites More sharing options...
Ben Maddams Posted August 11, 2023 Share Posted August 11, 2023 Hello, Reporting exactly the same issue this morning - Have confirmed with our IT OPs team we've made no changes to the authorisation account, or associated mailboxes. We've logged this as an emergency with Hornbill Support - Yet to hear anything back. 1 Link to comment Share on other sites More sharing options...
Everton1878 Posted August 11, 2023 Author Share Posted August 11, 2023 Glad it isn't just us! Fingers crossed that someone comes back to us soon Link to comment Share on other sites More sharing options...
Keith Stevenson Posted August 11, 2023 Share Posted August 11, 2023 All, MS Are reprting issues with IMAP connections. See System Health in your MS Portal. This is not a Hornbill Issue Some users may be unable to access their mailbox using the IMAP4 connection method within Exchange Online EX666988, Last updated: August 11, 2023 at 10:26 AM GMT+1 Estimated start time: August 11, 2023 at 8:53 AM GMT+1 Kind Regards Hornbill Cloud Team 1 Link to comment Share on other sites More sharing options...
Everton1878 Posted August 11, 2023 Author Share Posted August 11, 2023 Thanks Keith, I checked that earlier but there were no issues listed Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted August 11, 2023 Share Posted August 11, 2023 Hi all, Happy Friday Does this happen to affect email routing rules, as we have noticed we aren't receiving Incidents via that route for 2 different email addresses? Link to comment Share on other sites More sharing options...
Ben Maddams Posted August 11, 2023 Share Posted August 11, 2023 Hello all, I've just got off the phone with Hornbill support - We've temporary put a workaround in place by changing our mailbox authorisatin from IMAP to POP3 - this seems to have addressed the problem. Try changing this from IMAP in your mailbox settings and then see if the connection test works as normal.    Link to comment Share on other sites More sharing options...
Steve Giller Posted August 11, 2023 Share Posted August 11, 2023 1 hour ago, Ann-MarieHolloway said: Does this happen to affect email routing rules If the emails aren't arriving, they can't be routed, so possibly. If the emails are arriving but are not being picked up as expected, please review Routing rules do not process emails and Routing rules do not raise requests from emails or apply emails to requests and post a new thread if these do not resolve your issues. Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted August 11, 2023 Share Posted August 11, 2023 57 minutes ago, Steve Giller said: If the emails aren't arriving, they can't be routed, so possibly. If the emails are arriving but are not being picked up as expected, please review Routing rules do not process emails and Routing rules do not raise requests from emails or apply emails to requests and post a new thread if these do not resolve your issues. It looks like it's linked to the Microsoft issue with IMAP4 as emails into our Hornbill instance are not updating calls. Link to comment Share on other sites More sharing options...
Jacob Mielnik Posted August 11, 2023 Share Posted August 11, 2023 We were having the same issues but emails are now coming through to us with no config changes  Link to comment Share on other sites More sharing options...
Mark Priest Posted August 11, 2023 Share Posted August 11, 2023 Looks like its fixed as we are getting emails through now too Link to comment Share on other sites More sharing options...
Keith Stevenson Posted August 11, 2023 Share Posted August 11, 2023 The latest update from MS.. They have rolled out a fix and should be completed at 5PM UTC Title: Some users may be unable to access their mailbox using the IMAP4 connection method within Exchange Online User impact: Users may be unable to access their mailbox using the IMAP4 connection method within Exchange Online. More info: All other connection methods are unaffected by this issue. Current status: The fix has been approximately 97% saturated to affected users, and we estimate completion by our next scheduled update. Scope of impact: Impact is specific to users hosted through the affected infrastructure and may impact any user attempting to access their mailbox using the Internet Message Access Protocol (IMAP4) connection method within Exchange Online. Root cause: A configuration issue within a recent change to enhance the user experience to the IMAP4 connection method, is inadvertently causing impact. Next update time: Friday, August 11, 2023 at 5:00 PM GMT+1 Kind Regards Hornbill Cloud Team 1 Link to comment Share on other sites More sharing options...
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