Unknown user name or bad password error when configuring mail handler in Jira server
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Symptoms
When setting up a mail handler, it fails resulting in the following error appearing in the logs:
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2007-10-18 13:42:00,181 JiraQuartzScheduler_Worker-0 ERROR [service.services.mail.MailFetcherService] Error connecting to host 'host.whatever.com' as user 'JiraUSER' via protocol 'pop3': javax.mail.AuthenticationFailedException: Logon failure: unknown user name or bad password.
javax.mail.AuthenticationFailedException: Logon failure: unknown user name or bad password.
at com.sun.mail.pop3.POP3Store.protocolConnect(POP3Store.java:104)
Cause
The domain users require an additional domain appended to the the mail login name
The username/password was updated on the mail server and needs to be updated to match in the Mail Handler configuration
Resolution
The mail server configured to work with JIRA requires an additional domain property to be specified during authentication. Use the format mydomain\myuserid as the username when configuring a mail handler similar to the following:
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handler: Create Or Comment Handler
popserver: JiraUser@host.whatever.com
handler.params: project=HEA, issuetype=1, reporterusername=mydomain\myuserid
usessl: No SSL
forwardEmail: pluaces@wfscorp.com
If the username and/or password has been recently updated on the mail server, please update this configuration on the Mail Handler.
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