IMAP Incoming Mail - Jira Cloud Error

[Adam Crain]

Hi All,

Our IMAP connection for Jira Cloud stopped working last Friday. We haven't made any changes to our site so it seems like something possibly changed in Jira.

Here's the error we're getting:

javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target while connecting to host 'mail.xxxxxx.com' as user 'username' via protocol 'imaps, caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

I've already read through the support cases and documentation related to connecting Jira Cloud to SSL and keystore (https://confluence.atlassian.com/adminjiraserver071/configuring-jira-applications-to-receive-email-from-a-pop-or-imap-mail-server-802592936.html and https://confluence.atlassian.com/jira/connecting-to-ssl-services-117455.html)

The guides all seem to be about Jira Server (Unhosted) and not Jira Cloud, which we're using, so I'm unable to follow the instructions for importing the public certificate to Jira Cloud.

I've also tested connecting to our IMAP server with other software and was able to get those working.

Thanks for any help and assistance you can provide.

Adam

[Daniel Eads · Accepted solution]

Hi Adam,

If you're not aware of changes on your mail server (a new certificate), the best thing in this case is to open a support ticket with us at this link. Please include the address of your IMAP server (redacted from the error you posted above). Our team will need to compare the certificate presented by your mail server against the certificates that Jira Cloud will trust and advise you on any necessary adjustments.

In general, the certificates used need to be signed by a well-known public certificate authority. Self-signed certificates won't be able to be trusted by Jira Cloud. I know that in your case you mentioned it was previously working, so our support team will need to determine what's happening now.

Cheers,
Daniel