Resolved Freshdesk cannot connect

[southernsons]

Hi all,

first time poster here.

One of our customers wishes to have their email address help@domain.com integrated into freshdesk.
Upon trying to establish a connection with their email address they receive the following error: SMTP Authentication

Upon checking the logs:

Jul 26 06:38:25 admiring-wozniak postfix/smtpd[28676]: connect from mail-us3.freshemail.io[34.199.167.230]
Jul 26 06:38:26 admiring-wozniak postfix/smtpd[28676]: SSL_accept error from mail-us3.freshemail.io[34.199.167.230]: 0
Jul 26 06:38:26 admiring-wozniak postfix/smtpd[28676]: warning: TLS library problem: error:14094416:SSL routines:ssl3_read_bytes:sslv3 alert certificate unknown:s3_pkt.c:1493:SSL alert number 46:
Jul 26 06:38:26 admiring-wozniak postfix/smtpd[28676]: lost connection after STARTTLS from mail-us3.freshemail.io[34.199.167.230]
Jul 26 06:38:26 admiring-wozniak postfix/smtpd[28676]: disconnect from mail-us3.freshemail.io[34.199.167.230] ehlo=1 starttls=0/1 commands=1/2
Jul 26 06:38:27 admiring-wozniak dovecot: imap-login: Login: user=<help@domain.com>, method=LOGIN, rip=54.152.41.238, lip=172.31.20.40, mpid=28682, TLS, session=<yqosAAHIJIA2mCnu>
Jul 26 06:38:28 admiring-wozniak dovecot: service=imap, user=help@domain.com, ip=[54.152.41.238]. Logged out rcvd=36, sent=963
Jul 26 06:39:00 admiring-wozniak postfix/smtpd[28676]: connect from mail-us1.freshemail.io[34.198.193.174]
Jul 26 06:39:01 admiring-wozniak postfix/smtpd[28676]: SSL_accept error from mail-us1.freshemail.io[34.198.193.174]: 0
Jul 26 06:39:01 admiring-wozniak postfix/smtpd[28676]: warning: TLS library problem: error:14094416:SSL routines:ssl3_read_bytes:sslv3 alert certificate unknown:s3_pkt.c:1493:SSL alert number 46:
Jul 26 06:39:01 admiring-wozniak postfix/smtpd[28676]: lost connection after STARTTLS from mail-us1.freshemail.io[34.198.193.174]
Jul 26 06:39:01 admiring-wozniak postfix/smtpd[28676]: disconnect from mail-us1.freshemail.io[34.198.193.174] ehlo=1 starttls=0/1 commands=1/2

SSL Certificate was generated over Plesk Admin Center (Let'sEncrypt).

We have the following setup:

OS: CentOS Linux 7.9.2009 (Core)
Product: Plesk Obsidian 18.0.36
Server: AWS + Cloudflare

 

[Kaspar]

I found this Plesk help article that might help you:

Unable to send mail via SSL: warning: TLS library problem: 31990

Applicable to: Plesk for Linux Symptoms Unable to connect mail client on SMTPS port 465/993 SSL/TLS connection. Mail client displays the error: Your server has unexpectedly terminated the co...

support.plesk.com

 

[southernsons]

@Rasp thanks for this. I actually found another workaround.
For some odd reason, when I created the Let's Encrypt it was not set up correctly under SSL Certificates. The "Securing Plesk" was assigned to LetsEncrypt but the "Securing Mail" was the default certificate.

Upon changing the default certificate to LetsEncrypt the problem was rsolved.

 

[Kaspar]

Thats makes sense. Good to hear you've found the solution to your issue.