Unable to Enable IMAP/POP and SMTP. Unable to send Emails.

tanmaybhawalkar

We are facing error in enabling IMAP/POP and SMTP settings. We are able to receive mails and ticket is getting generated for the same, but we are facing problem in sending email. We checked with our IT team for any internal issues, there’s no firewall block for the IP address and server we are using.
The errors that we are facing are:
For IMAP/POP –
[ALERT] Application-specific password required: https://support.google.com/accounts/answer/185833 (Failure)
For SMTP –
authentication failure [SMTP: STARTTLS failed (code: 220, response: 2.0.0 Ready to start TLS)]
Diagnostic - Error sending email - Please try again!
Kindly support us and help us in resolving this issue.

ntozier

Did you follow the steps in the gmail tutorial video?

https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html#gmail-configuration

tanmaybhawalkar

ntozier
Yes Everything as they've guided but it's not working for us.

ramrajone

tanmaybhawalkar
Your issue is an authentication failure, it could be a typo in user/password or port/protocol
check this post it may help you: https://howtohelpdesk.com/osticket-email-settings/

tanmaybhawalkar

ramrajone There's no typo. We tried separate authentication as well but still facing the same issue.

ntozier

I would recommend that you try a different account on a non-google mail server. If you can get that to work, then that would narrow the problem to something on Google's side (or your configuration of the account).

tanmaybhawalkar

ntozier We tried creating new outlook and live accounts. Still facing the same email sending and now recieving issue as well.

ramrajone

tanmaybhawalkar
can you share a screenshot?
/scp/system.php
also, email settings, you can blank out your private info

tanmaybhawalkar

ramrajone

<?php
/*********************************************************************
system.php

System information about this http server, database, php, and osticket.
Includes useful configuration informations.

Peter Rotich <peter@osticket.com>
Jared Hancock <jared@osticket.com>
Copyright (c)  2006-2013 osTicket
http://www.osticket.com

Released under the GNU General Public License WITHOUT ANY WARRANTY.
See LICENSE.TXT for details.

vim: expandtab sw=4 ts=4 sts=4:

**********************************************************************/
require('admin.inc.php');

$page='system.inc.php';
$nav->setTabActive('dashboard');
require(STAFFINC_DIR.'header.inc.php');
require(STAFFINC_DIR.$page);
include(STAFFINC_DIR.'footer.inc.php');
?>

ramrajone

tanmaybhawalkar
Your setting should be something like this:
on your screenshot you have Fetched Emails Do nothing and Sending Email via SMTP is disabled

The screenShot I was asking for a Dashboard of your ticket it should be https://YourOSticket.com/scp/system
Which display information of web server and osTicket version, some other details

tanmaybhawalkar

ramrajone

By mistake we sent the wrong screenshot. This is the proper SS.

ramrajone

tanmaybhawalkar
It's authentication issues for sure, make sure your email account allows SMTP protocols and again check or reset password for the account, if you are using MFA, you will need to use App password