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Home > Success Center > Web Help Desk (WHD) > WHD - Knowledgebase Articles > Unable to connect to an Office 365 account with WHD

Unable to connect to an Office 365 account with WHD

Updated April 21, 2017

Overview

This article addresses the following error (or similar) observed while setting up an incoming mail account in Web Help Desk (WHD) and connecting to an Office 365 mailbox:

An error last occurred at 3/13/2017 9:46 am while attempting to retrieve e-mail from mailbox@mydomain.com: * BYE Connection closed.A1 NO AUTHENTICATE failed.

Environment

All WHD versions

Cause 

The Office 365 account was configured to send authentication requests to the user's domain and the authenticating server does not support PLAIN authentication.

Resolution

  1. Create a new mailbox on Office 365.
  2. Configure the new account to allow authentication by Office 365.

 

 

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