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Hi,

The last 4 weeks we get this error 3-4 times a week, but why…

Every time I log into Freshservice to solve the issue, but there is no issue in Freshservice. So self healing - But why have it increased? 

Do Freshservice have a heartbeat monitoring towards O365, and the threshold is to low? (just guising) 

Do other have the same issue with increased number af mails about this matter, or are we alone on this?

/Henrik

E-mail we receive from Freshservice Support:

Dear Admin,

Your Freshservice custom mailbox “xwz” (xwz@xwz.xwz) is unable to send outgoing emails due to an unknown error.
Despite our efforts, we were unable to re-establish a connection with your mail provider's server. This email is to notify you of this.

What are my next steps?

  • Please try again later. If the issue persists, contact your mailbox provider for assistance.


Can Freshservice help me with this?

  • Freshservice cannot help with this issue because this is a custom mailbox. We can only read and relay error messages from your mail provider.


What happens to all the tickets/emails that should be outgoing via this mailbox?

  • We will queue your emails for up to 72 hours and try to send them once your mailbox reconnects. Success isn't assured though due to various factors.
  • As a best practice, it's advisable to re-authenticate your mailbox within 72 hours after disconnection.


Regards,
Freshservice support

We are facing the sames issue here, the mailbox setting were in error but it said “connected” status at the same time. Was thinking maybe about Microsoft azure certificate, but it’s valid.. mail coming to the mailbox but Fresservice seems unable to get them and we received the exact email. For now no solution just a system that didnt talk eachother… useless

Nice to hear that we are not the only ones affected, although it is an annoying problem.

It must be said, however, that I have not had the error for about 10 days...🤞

Have you take time to remove and recreate the mail server/user config or it was back by itself?

Must of the times it shows all good again when I look - A few times a had to config the mail again.

Thanks for your feedback… i think it’s all related to a bad communication between Microsoft and Fresservice that cause a lock account for probably to many retry… well ive recreated the sender and it was said that the account cant login… there i noticed it was block in azure but was used only with Freshservice...

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