Known Issues - Mailer Configuration

Known Issues - Mailer Configuration

Q1:"SMTP client authenticates but the username or password is incorrect" error when testing the mailer configuration

Description

When testing the mailer configuration in Prolaborate, the error message "SMPT client authenticates but the username or password is incorrect" pops up. 

Possible Reasons

1. The issue might occur when an incorrect configuration is used. 
For example, in the above-mentioned scenario, the customer has enabled the “SMTP Configuration”. 
But the server details the customer entered in the configuration page is a Microsoft office-based email account and it requires the “MS Graph
Configuration”. 
2. This issue resolves when the MS Graph Configuration is enabled. 

Email Response

Response to be sent if the Mailer Configuration is incorrect
Hi <Customer>,

Thanks for the email.

Based on the provided screenshot, it seems that you are utilizing Microsoft 365 email for Mailer Configuration. The configuration of O365 Outlook Mail using MS Graph has been introduced specifically for organizations that utilize Microsoft Office-based email accounts.


For instructions on setting up the MS Graph Configuration, please refer the document provided at this link.

Please check and let us know if you have any other queries.

Reference

Ticket ID: #6139
Subject: MI Demo OT03 Configure mailer
Department: Sparx Platform Support

Q2: Mailer Error - "Hello (mail server) (Server IP)250-STARTTLS 250 SIZE" when testing the connection for Mailer Configuration

Description

When testing the connection in Prolaborate's Mailer Configuration page, an error pop up appears saying "Hello (mail server) (Server IP)250-STARTTLS 250 SIZE"
Preview

Possible Reason

This is a known bug in Prolaborate V4.4.1 and older versions. 
The issue occurs when the user uses Default Credentials in the Mailer Configuration.

Remediation

This bug was addressed in Prolaborate V4.4.2 and later versions. So, check if the customer is below V4.4.1 and request them to upgrade to the latest version.

Email Response

We'd like to clarify that the issue encountered when using default credentials for the Mailer in Prolaborate versions 4.4.1 and below is a known bug. However, we are pleased to inform you that this issue has been rectified in Prolaborate versions 4.4.2 and above. For more information, please refer to the screenshot below and review the release notes provided here.
Preview

If you are currently using Prolaborate versions 4.4.1 or below, we strongly recommend updating to Prolaborate version 4.4.2 or a higher version, as this will resolve the issue. Should you wish to proceed with the update, please inform us, and we will provide you with the installer.

If you are already using the latest version, please verify the SMTP Server type. If you are using MS Exchange or Office 365, kindly ensure that the "SMTP Type" option in the Mailer Configuration page is enabled. If not, please enable the option and check the test connection.


Furthermore, could you provide us with your current Prolaborate version and build number for our future reference.

Please let us know if you have any other questions.

Reference

Ticket ID: #6770
Subject: SMTP Details
Department: Prolaborate Support

    • Related Articles

    • Troubleshooting - Mailer Configuration

      Q1: General Error occur while Setting up Mailer Configuration. Description Customer reported an error: "[General Error]". While configuring the mailer, refer screenshot below. Possible Reason 1. The report issue could be related to incorrect ...

    • Known Issues - Migration

      Q1: "Invalid License" or "License Missing" error after migrating Prolaborate to a new server Description The Prolaborate and Pro Cloud Server is migrated to a new Server setup. After logging into Prolaborate, an error message appears saying "Invalid ...

    • Known Issues – SAML SSO

      Q1: SSL (.pfx) certificate password validation in SAML Sign On page Description 1. We encountered a problem with the Prolaborate SAML settings page when investigating an issue for Zabka. 2. The SSL (.pfx) password is not being validated in the SAML ...

    • Known Issues - EA Connection error.

      Error in Could not connect to the Sparx Systems Floating License Description: The Customer encounters an error as follows when accessing the servers from our client computers. Workaround: To conduct a browser test to ensure everything is functioning ...

    • Known Issue-Model Connection

      Encountering an "XML incomplete error" when attempting to connect to the model in EA. Description: When attempting to connect to the model in EA, users encounter an error message stating "XML incomplete error." Any attempts to modify the repository ...