OAuth2 Email Fetching "AUTHENTICATE failed"

ccihelpdesk

I have successfully upgraded our instance to v.17 and enabled the OAuth2 plugin. Followed the instructions for configuring the plugin under Email settings > Remote Mailbox, and received a token as seen in the Token tab.

By default, email fetching is set to disabled. When I select Enable, it loads for a second and then I receive the errors:

Unable to update this email. Correct any errors below and try again.
AUTHENTICATE failed.

I don't see any errors indicated on the page. I've recreated the application in the Azure portal with the correct permissions and just can't seem to get fetching to work. I have an unread email in the account inbox that isn't getting pulled.

Any suggestions would be helpful. I think I'll need to revert back to basic auth for now, since it seems to be working still.

OS: Ubuntu 20.04
osTicket Version v1.17 (1d8b790) — Up to date
Web Server Software Apache
MySQL Version 5.7.39
PHP Version 8.0.24

KevinTheJedi

ccihelpdesk

Please follow the steps in the documentation thoroughly. Please make sure you didn’t miss any of the detailed steps. Also, try registering the app as multi tenant instead of single tenant. The docs just show an example, you need to make the appropriate configurations for your org/tenant. If unsure contact your Azure Admin or contact your provider.

Cheers.

ccihelpdesk

KevinTheJedi

Thanks. I will try again. If I did not follow the instructions thoroughly would I have been able to successfully receive a token? Both times I have configured the plugin I started from scratch and created a new app in Azure, with a different ID and secret value, etc.

The error message appears after the green success banner, once I try to click "enable" for email fetching. Is there somewhere I can get more information from the error code?

KevinTheJedi

ccihelpdesk
You can do some var_dumping around the code but other than that you'd have to inspect the requests or contact microsoft to see if they have some logs.

Cheers.

JuVDC

Hi jswope ccihelpdesk have you managed to fix the issue in the end? We're facing the same error on 1.17.1

jswope

Any Updates on this AUTHENTICATE failed error. As I am having the same issue. I have looked to logs, debugged with not luck

KevinTheJedi

@"jswope"

You’ll have to contact your mail provider for further assistance.

Cheers.

ramrajone

JuVDC
If you are getting the error: you might need to remove the email and re-added

citking

Make sure your scope is set to offline_access https://outlook.office.com/IMAP.AccessAsUser.All https://outlook.office.com/POP.AccessAsUser.All https://outlook.office.com/SMTP.Send and make sure you've granted the proper permissions in the Azure portal.

JuVDC

Nope not solved yet... anyone?

KevinTheJedi

JuVDC

Please see my response in the other thread.

Cheers.