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Exchange Connector: Failed to poll the inbox & Exchange Connector: Unable to process email

VikVik Member IT Monkey ✭

Hi guys, 

We're trying to connect to our Exchange 2013 via an exchange connector on Service Manager. The connector runs, nothing happens and i get these logs in Event Viewer "Exchange Connector: Failed to poll the inbox at https://owa.ourdomain/ews/exchange.asmx for new mail, details: The request failed. The underlying connection was closed: An unexpected error occurred on a send. 

Then we get another event "Exchange Connector: Unable to process email for [email protected], message=The request failed. The underlying connection was closed: An unexpected error occurred on a send."

I've made sure that the account running the Exchange Connector in SCSM has Impersonation rights to all our mailboxes. I've also check that our Server running Service Manager/Exchange Connector has TLS 1.1 and 1.2 enabled (TLS 1.0 is disabled). Our Exchange also has TLS 1.1 and 1.2 enabled (TLS 1.0 is disabled) .

Any had this before?

Many thanks in advance.

Best Answer

  • Stephen_MarksStephen_Marks Customer IT Monkey ✭
    edited February 2 Answer ✓

    We had a similar problem last week where tickets stopped being created and we got the same message - and were able to resolve the issue by working with Microsoft support to run a script to strictly use TLS 1.2

    Normally if there is an issue with tickets stopping we follow the steps to create a new health folder on our workflow server.

    1) Stop these services:

    Microsoft Monitoring Agent

    System Center Data Access Service

    System Center Management Configuration

    2) Delete the contents of the C:\Program Files\Microsoft System Center 2012\Service Manager\Health Service State folder.

    Restart the 3 services listed above and verify a new health folder is created

    But that failed and the polling message was in the event log similar to what you wrote.

    Best Regards

Answers

  • Stephen_MarksStephen_Marks Customer IT Monkey ✭
    edited February 2 Answer ✓

    We had a similar problem last week where tickets stopped being created and we got the same message - and were able to resolve the issue by working with Microsoft support to run a script to strictly use TLS 1.2

    Normally if there is an issue with tickets stopping we follow the steps to create a new health folder on our workflow server.

    1) Stop these services:

    Microsoft Monitoring Agent

    System Center Data Access Service

    System Center Management Configuration

    2) Delete the contents of the C:\Program Files\Microsoft System Center 2012\Service Manager\Health Service State folder.

    Restart the 3 services listed above and verify a new health folder is created

    But that failed and the polling message was in the event log similar to what you wrote.

    Best Regards

  • VikVik Member IT Monkey ✭

    The full fix:

    Disabled TLS 1.1

    Add reg keys into your SCSM Server:

    [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319]

    "SystemDefaultTlsVersions"=dword:00000001

    and

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\.NETFramework\v4.0.30319]

    "SystemDefaultTlsVersions"=dword:00000001

    • Windows Registry Editor Version 5.00

    Restart the server.

  • Brett_WeiszBrett_Weisz Customer IT Monkey ✭

    Hi All,

    Just wanted to chime in and say that registry keys that Vik mentioned to add fixed this issue for me. It randomly started failing on March 24th and we didnt notice until March 28th. After a bunch of other attempts, the registry keys fixed our issue.

    [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319]

    "SystemDefaultTlsVersions"=dword:00000001

    and

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\.NETFramework\v4.0.30319]

    "SystemDefaultTlsVersions"=dword:00000001

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

    I haven't seen any official word from Microsoft about this, but this appears to have been coming in waves. I've seen at least 3 distinct waves now all through January, February, and March of 2022.

  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭

    Betting you on prem exchange server got an CU that updated the TLS settings.

    Knock on wood Everyone is updating SCSM to full TLS1.2 to make connections to SQL and Exchange along with any other apps.

    Posted the script the addresses TLS on windows servers, including an option to set TLS 1.0 back on for Troubleshooting. Plus has the .net values set.

    https://github.com/beowulf005/TLS-Config/blob/main/Set-TLS.ps1

    HTH

  • VikVik Member IT Monkey ✭

    Thanks @Brian_Wiest

    We gotta love Microsoft hahaha.

    We have a patch that needs going into our Exchange Server, so will look out for this recurring issues and report if breaks and the fix.

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