Tools

"400 BAD_REQUEST" error with Office 365 Incoming Mail Accounts in Web Help Desk 12.8.5

This article discusses the issue related to Web Help Desk 400 BAD_REQUEST error with Office 365 Incoming Mail Accounts.

First published date

7/11/2025 6:04 PM

Last published date

7/11/2025 7:02 PM

Overview

Web Help Desk uses modern authentication with O365, which utilizes Client Secret, Client ID, and Tenant ID. These are all entered through the Web Help Desk UI when configuring O365 incoming mail.

When the token from O365/Azure refreshes, Web Help desk is not able to decrypt it properly within the application, which causes the Incoming Mail settings to fail authentication. The following error will be displayed:

error: getting decryption issue for access token
Error processing mailbox messages: OAuth token request failed (statusCode:
400 BAD_REQUEST): invalid_grant [9002313] AADSTS9002313: Invalid
request. Request is malformed or invalid,

Observed symptoms:

  • Emails not being processed by Web Help Desk.

This behavior is observed only with Web Help Desk versions 12.8.5 and above.

Product section

Web Help Desk

Cause

Web Help Desk issues with decrypting the Office 365 token for authentication

This has been identified as a known issue in WHD 12.8.5.

Resolution

As of July 11, 2025, there are no available workarounds. Please watch this article for the latest updates.

If you are experiencing this issue, please submit a ticket to SolarWinds support for further investigation.