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SrinivasanR7634 Member since 2015 8 posts
Concentrix
Posted: 3 years ago
Last activity: 3 years 6 months ago
Closed

Email Account Configuration Issue

I'm using Pega 7.1.6 and trying to configure Email Account so I can implement feature to automatically create new case, attach the email in it, and push the case into relevant queue based on the inbox in which Email was received. However, I am stuck at the Email Account configuration stage itself. When I test connectivity, I get below mentioned error message. Also, below is the screenshot of my settings for reference.

I am not sure why I am getting this error and what I need to do to make it work. Request help/support at the earliest since I am stuck with this since past 1-2 weeks.

Test Connectivity ForEmail Account Name
Overall Result
Status -Fail:Configuration
Message -The connection to the outbound email server timed out. The server may be unavailable, or the connection configuration may be incorrect.
Verify username, password, and SSL options.
List of Steps
Step
Result
Establish session for email serverSuccess
Obtain transport objectSuccess
Connect to email serverFail
DisconnectNot attempted
Components Tested
DescriptionValue
Port465
Email_Serversmtp.gmail.com
Email_Addressaccountid@gmail.com
Protocolsmtp
Image removed.Select Email ProviderImage removed.
Sender
Full Name
FromRequired
Host (SMTP)Required
PortRequired
User ID
Password
Image removed.Set PasswordImage removed.
Reply To
Use SSL?
Keystore Instance
Certificate Alias
Low-Code App Development Dev/Designer Studio Data Integration
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Moderation Team has archived post
Posted: 3 years ago

Hi,


Can you please cross check , if 

1)you have selected the email provider as Gmail

2)hostname: smtp.gmail.com

3)port : 587

4)provide the correct password


If you are configuring the Email account with the provided gmail account, you may be receiving the mail to your inbox, to allow the access to the system. You need to accept it, before proceeding further.


5)Then perform test connectivity.


Refer this link as well: 

https://pdn.pega.com/sites/pdn.pega.com/files/help_v722/procomhelpmain…

Posted: 3 years ago

Hi Haritha - the email provider selected is Gmail and hostname is also set correctly, but port was 465 which I now changed to 587 - however it still doesn't seem to work - gives same error message. I have a doubt - since mail id and password are correct, could it be a SSL related issue? Its frustrating that something which looks so simple on surface can take so much time to get working!


Or - is it because this feature doesn't work in "Personal" edition which I have and works only in "Enterprise" edition of Pega?


Can I setup and implement Email Listener in Personal edition?

Posted: 3 years ago

Hi Srinivasan,


For better understanding about the root cause of the issue could you please share the screen shot of the Email configuration you have provided along with the PegaRules log file once the test connectivity is performed.


Thanks


Mahesh

Posted: 3 years ago

Did you save the rule after changing the port? The test connection will use the old data until the form is saved.


If that is not the issue, I agree with Mahesh that we'd like to see screen shots of the Email Account configuration and the PegaRULES log from when the test connectivity was performed.
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