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MAILCONDNS - Mail Server Address Not Resolvable

Fix this error by correcting the mail server address so ServiceOps can reach it on your network.

MAILCONDNS appears when ServiceOps cannot resolve the mail server address to an IP address. This means the server address in the configuration is unreachable from the ServiceOps network. Use this page to identify and correct the address so ServiceOps can establish a connection.

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

Symptoms​

Look for these signs to confirm this error is active.

  • 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​

One of these conditions caused the DNS resolution to fail.

  • 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​

Follow these steps to correct the server address and restore connectivity.

  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?"