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Getting error "No reply address provided" while authenticating or configuring OAuth authentication in Web Help Desk

This article discusses how to troubleshoot the error "No reply address provided" while authenticating or configuring OAuth authentication in Web Help Desk

First published date

10/24/2022 8:29 PM

Last published date

10/24/2022 8:29 PM

Overview

Beginning October 1, 2022, Microsoft disabled Basic Authentication for Outlook, EWS, RPS, POP, IMAP, and EAS protocols in Exchange Online. This causes the incoming email functionality in Web Help Desk to not work if the customer still uses basic authentication with their Web Help Desk email account. Emails are not processed as tickets or updates, and this is considered as a system-down scenario.

Incoming E-mail Setup with Modern Authentication for Office 365 is supported in Web Help Desk versions 12.7.2 and above as it allows access to Microsoft Exchange Web Services (EWS) and Office 365 e-mail. Web Help Desk versions 12.7.1 and below does not support Modern Authentication, and it is recommended that customers upgrade to 12.7.2 or newer versions.

Web Help Desk administrators might encounter this error when authenticating or configuring OAuth authentication in Web Help Desk

AADSTS900971: No reply address provided.


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Product section

Web Help Desk

Cause

The 'server DNS' in Web Help Desk is not configured properly

Resolution


1. Log in to WHD as an administrator.
2. Click Setup > General > Options.
3. In the General Options page, record the server DNS name and assigned port. Take note that the site 'webhelpdesk.com' in this example is not a live website. 

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  • If WHD is only accessible internally, use the FQDN of the server
  • If WHD is accessible from the internet, enter the public DNS/URL (no need to include HTTPS://)
  • Do not use a private or public IP in this field
  • Ensure that the 'Force HTTPS' option is set to Always

4. Save the changes
5. Do not close WHD.
6. Open a web browser and navigate to: https://portal.azure.com/#home
7. On the Home page under Azure services, click Azure Active Directory.
8. In the navigation pane under Manage, click App registrations. Click the WHD app entry
9. Under Redirect URI, edit the redirect URI in the following format using the WHD server DNS name and port number you configured earlier

https://<Server_DNS_Name>:<Port>/helpdesk/oauth-redirect
  • For example:
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  • If you are using a non-standard port for HTTPS:
  • https://webhelpdesk.com:8443/helpdesk/oauth-redirect
 
  • If you are using port 443 for HTTPS:
  • https://webhelpdesk.com/helpdesk/oauth-redirect


10. Save the changes
11. Go back to the incoming mail settings in Web Help Desk and reauthorize the email account

See this reference page for more information on how to Configure an incoming e-mail account for Office 365 .