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How to troubleshoot Web Help Desk Incoming Mail issues with Modern Authentication
This article discusses the troubleshooting path when encountering issues with the Incoming Email Accounts configuring Modern Authentication in the Web Help Desk.
First published date
10/13/2022 3:42 AM
Last published date
10/13/2022 1:42 PM
Overview
Effective October 1, 2022, Microsoft will begin disabling Basic authentication for Outlook, EWS, RPS, POP, IMAP, and EAS protocols in Exchange Online. SMTP Auth will also be disabled if it is not being used.
See the full announcement below:
Basic Authentication Deprecation in Exchange Online – September 2022 Update. To read more, click here (© 2022 Microsoft, available at https://techcommunity.microsoft.com/t5/exchange-team-blog/basic-authentication-deprecation-in-exchange-online-september/ba-p/3609437 obtained on October 12, 2022)
Beginning in Web Help Desk Version 12.7.2, Modern Authentication for Office 365 e-mail accounts is supported. It is allowed to set up a new incoming e-mail account with Modern Authentication to access Microsoft Exchange Web Services (EWS) and your Office 365 e-mail.
See the full announcement below:
Basic Authentication Deprecation in Exchange Online – September 2022 Update. To read more, click here (© 2022 Microsoft, available at https://techcommunity.microsoft.com/t5/exchange-team-blog/basic-authentication-deprecation-in-exchange-online-september/ba-p/3609437 obtained on October 12, 2022)
Beginning in Web Help Desk Version 12.7.2, Modern Authentication for Office 365 e-mail accounts is supported. It is allowed to set up a new incoming e-mail account with Modern Authentication to access Microsoft Exchange Web Services (EWS) and your Office 365 e-mail.
Product section
Web Help Desk
Cause
Deprecation of Basic authentication in Exchange Online.
Resolution
Pre-requisites:
If your Web Help Desk version is still in 12.7.1 and below, you will need to Upgrade WHD to 12.7.2 up to the latest to configure the incoming e-mail account with Modern Authentication for Office 365.
Follow the Upgrade Path Documentation.
Note: If the Web Help Desk Database is PostgreSQL, please follow the Upgrade Procedure for WHD with an embedded PostgreSQL database below:
Troubleshooting Guide:
Switch the Authentication Method from Basic to Oauth
1. From the Web Help Desk Administration Console, navigate to Setup> E-mail > Incoming Mail Accounts.
2. Select the existing Email account, then switch the Authentication Method to Oauth.
3. Refer to this article on how to configure an incoming e-mail account for Office 365
Troubleshooting connection issues
Here are some of the known errors/issues that you will be receiving after setting up your Incoming Mail Account for Office 365 and saving the configuration:
Disclaimer: Please note that any content posted herein is provided as a suggestion or recommendation for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content on your own.
If your Web Help Desk version is still in 12.7.1 and below, you will need to Upgrade WHD to 12.7.2 up to the latest to configure the incoming e-mail account with Modern Authentication for Office 365.
Follow the Upgrade Path Documentation.
Note: If the Web Help Desk Database is PostgreSQL, please follow the Upgrade Procedure for WHD with an embedded PostgreSQL database below:
- How to upgrade Web Help Desk to version 12.7.7 using PostgreSQL as the database
- Troubleshooting PostgreSQL database upgrade issues after upgrading to Web Help Desk versions 12.7.7 and above
Troubleshooting Guide:
Switch the Authentication Method from Basic to Oauth
1. From the Web Help Desk Administration Console, navigate to Setup> E-mail > Incoming Mail Accounts.
2. Select the existing Email account, then switch the Authentication Method to Oauth.
3. Refer to this article on how to configure an incoming e-mail account for Office 365
Troubleshooting connection issues
Here are some of the known errors/issues that you will be receiving after setting up your Incoming Mail Account for Office 365 and saving the configuration:
- Unable to Setup Modern Authentication for Office 365 e-mail due to permissions, getting an error: “Authorization failed with error access_denied “ in Web help Desk
- 'Mailbox does not exist' Error When Configuring Office 365 in Web Help Desk
- Unable to Authorize Email Address, getting a "Need Admin Approval" prompt when setting up Incoming Mail Account in Web Help Desk (WHD)
- Web Help Desk incoming mail account is not connecting after migrating the mailbox to Office 365
- How To Renew An Expired Office 365 Token In WHD
- Unable to Authorize Email Address, getting an error: "Failed to authorize Office 365 email access Invalid client secret" in Web Help Desk (WHD)
- Getting error "No reply address provided" while authenticating or configuring OAuth authentication in Web Help Desk
Disclaimer: Please note that any content posted herein is provided as a suggestion or recommendation for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content on your own.