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MAILCONDNS - Mail Server Address Not Resolvable

Error CodeMAILCONDNS
Error MessageMail server address is not valid. Please verify the server address in the configuration.
SeverityHigh
AffectsIncoming and Outgoing Email Servers

Symptoms​

  • The server card shows a connection failure with this error code.
  • Test Connection fails immediately without reaching the mail server.
  • ServiceOps sends and receives no emails through this server.

Root Cause​

  • The server address in the configuration doesn't exist or can't be reached from the ServiceOps network.
  • The address may be incorrect or misspelled.

Resolution​

  1. Navigate to Admin > Support Channel > Emails and open the affected server.
  2. Verify the Server field contains the correct address. Use imap.gmail.com for Gmail or outlook.office365.com for Microsoft 365.
  3. If you're using an internal mail server, confirm the correct address with your IT team.
  4. Click Test Connection after correcting the address to confirm resolution.
Related FAQs

See Email Server FAQs for: "Why is the incoming email server not fetching any emails?" and "Why are all outgoing emails failing with a connection error?"