Maileater cannot connect to Exchange Server

Document ID : KB000074751
Last Modified Date : 23/03/2018
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Issue:
Customer needs to create tickets in CA Service Desk Manager (SDM) via email. However, after configuring mailbox and email option in SDM server, tickets are still not created when sending email to the account used in mailbox.

Used POP3 protocol for configuration and looking at SDM standard log files (stdlog.*), below errors were identified:
* Note: for this example, used:
 
mailbox account: support.sdm
exchahge hostname: cas-server

pdm_maileater_nxd #### ERROR pdm_maileater_nxd.c #### POP3 Mail:Command is not valid in this state.
pdm_maileater_nxd #### ERROR pdm_maileater_nxd.c #### POP3 Mail:Identification failed using (Clear) Error (45) Command is not valid in this state.
pdm_maileater_nxd #### ERROR pdm_maileater_nxd.c #### Mailbox 400001 (support.sdm@cas-server/Inbox) produced error during Mail Poll.
pdm_maileater_nxd #### ERROR pdm_maileater_nxd.c #### Identification failed using (Clear) for POP3 Server [cas-server] on Port 110
Environment:
CA Service Desk Manager 12.x / 14.1 / 17.0
Exchange Server 2010
Cause:
There is some issue while connecting from SDM server to the Exchange Server, either related to clear text type settings in Exchange or authentication settings for the domain account at customer's Active Directory.

Testing the connection from SDM server to Exchange server using telnet command line would result below errors:

telnet cas-server 110
USER support.sdm
-ERR Command is not valid in this state.

Fixing the Exchange server settings could partially solve the issue, and below error would appear:

telnet cas-server 110
USER support.sdm
+OK
PASS <type password here>
-ERR Logon failure: unknown user name or bad password.
Resolution:
First, check with mail administrator if below was modified at Exchange Server: 
  1. Log into your Exchange 2010 CAS server  
  2. Open the Exchange Management Shell  
  3. Issue command:  Set-PopSettings -LoginType PlainTextLogin  
  4. Restart the Exchange POP Service
Second, check with domain administrator how is the domain account is set at customer's Active Directory (AD):
  1. Open the user account in AD, go to Account Tab
  2. Under Account Options, tick the last box in the list i.e "Do Not require Kerberos preAuthentication." 
Active Directory requires users to use Kerberos before anything else and that might causes this issue.
Additional Information:
Links used as reference to solve this issue:

http://www.seanlabrie.com/2012/exchange-2010-delivering-error-message-pop3-err-command-is-not-valid-in-this-state-when-older-pop-clients-attempt-to-connect/

http://telnet cas.gdfnet.df 110 USER suporte.sdm +OK PASS <password typed here> -ERR Logon failure: unknown user name or bad password.