Repeated OAuth Failures After Upgrade to 12.8.5 + Hotfix

Update from Support (Tue 4/15/2025 7:02 PM CDT): "I want to update you that I am still investigating this issue with our internal team.
I will provide an update again tomorrow."

Update from Support (Tue 4/15/2025 7:02 PM CDT): "I want to update you that I am still investigating this issue with our internal team.
I will provide an update again tomorrow."

Our latest response on 4/17 is "Could you please confirm if TLS 1.3 is disbale. Web Help Desk Does not Support TLS 1.3 yet. Disable TLS 1.3 in the mail  email server and use TLS 1.2" It is unclear where he is asking for TLS 1.3 to be disabled. He says "mail email server" which I take to mean Exchange Online and out of my control as far as I know. I will say though that most times when we get the error, we get it every minute until I do a reauth. However, on 4/16 I did a reauth in the morning. Then at 2pm I had exactly one failure and then successes ever since without any manual intervention. It makes me wonder if there is something anomalous on the 365 side that is getting better over time.

Maybe they mean adding it to the disabled algorithms list? But this is only for dbase connections, as far as I knew. Otherwise, I guess you'd have to disable on your server?

..\WebHelpDesk\bin\jre\conf\security\java.security

jdk.tls.disabledAlgorithms=SSLv3, TLSv1, TLSv1.1, RC4, DES, MD5withRSA, \

    DH keySize < 1024, EC keySize < 224, 3DES_EDE_CBC, anon, NULL, \

    include jdk.disabled.namedCurves

I haven't had any failures since 4/16 and I haven't made any changes to my server. I see there is an update today, 12.8.5 HF2. I don't see anything that fixes our issues in the release notes.

Don't think this HF2 update addresses anything to do with Office365 Mailboxes, it is more aimed at performance and security issues with 12.8.5 generally.

pabely SRayl We are in the same boat with the OAuth failure every minute until I re-auth. I do have a ticket open with SW support. They have asked for tons of logs multiple times, but have not come back with any reasonable answers yet. I did run the migration tool. We have 2 instances, both of which have the OAuth issue. Support is supposed to be getting with me today for a remote session. I will report back with any new details. 

Also, we were having these issues prior to installing HF1. I believe they started after the upgrade to 12.8.5, I had hoped the HF1 would fix it but it did not. I'm not going to hold my breath on this new HF2. 

We have a session booked for tomorrow with SW support for one customer but we have many others in the same boat which are with L3 Support already. I don't believe HF2 is anything to do with OAuth issues which is why Avadhut.Deshpande  only posted on the other performance thread and not this one.

With MS stopping SMTP on O365 in September and forcing everyone to go to OAUTH on Outbound as well then we really need a permanent fix ASAP.

Not sure what they're looking for, but they're not going to find anything. For testing, they've had us move back to a 2-application/API setup on our test env, which has yet to have any problems. Hoping to finish that up today and see what happens. If nothing breaks, I'll do the same for prod, and I guess install HF2 at the same time. As long as it's not an actual upgrade, like 12.8.3 HF3 was.

It is a full upgrade and runs the database schema upgrade script as well.