A3 BAD Request is throttled. Suggested Backoff Time when using JIRA with Office365

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Symptoms

The following appears in the atlassian-jira.log:

2018-08-26 06:02:15,538 Caesium-1-3 ERROR anonymous    XXX Mail Handler [c.a.mail.incoming.mailfetcherservice] XXX Mail Handler[10001]: Messaging Exception in service 'com.atlassian.jira.service.services.mail.MailFetcherService$MessageProviderImpl' when getting mail: A3 BAD Request is throttled. Suggested Backoff Time: 165839 milliseconds
javax.mail.MessagingException: A3 BAD Request is throttled. Suggested Backoff Time: 165839 milliseconds;
  nested exception is:
        com.sun.mail.iap.BadCommandException: A3 BAD Request is throttled. Suggested Backoff Time: 165839 milliseconds
        at com.sun.mail.imap.IMAPFolder.logoutAndThrow(IMAPFolder.java:1178)
        at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:1085)
        at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:999)
        at com.atlassian.jira.service.services.mail.MailFetcherService$MessageProviderImpl.getAndProcessMail(MailFetcherService.java:225)
        at com.atlassian.jira.service.services.mail.MailFetcherService.processMessages(MailFetcherService.java:404)
        at com.atlassian.jira.service.services.mail.MailFetcherService.runImpl(MailFetcherService.java:396)
        at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:229)
        at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:68)
        at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:62)
        at com.atlassian.jira.service.ServiceRunner.runServiceId(ServiceRunner.java:44)
        at com.atlassian.jira.service.ServiceRunner.runJob(ServiceRunner.java:32)
        at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:153)
        at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:118)
        at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:97)
        at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.launchJob(CaesiumSchedulerService.java:443)
        at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJob(CaesiumSchedulerService.java:438)
        at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJobWithRecoveryGuard(CaesiumSchedulerService.java:462)
        at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeQueuedJob(CaesiumSchedulerService.java:390)
        at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:285)
        at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:282)
        at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeJob(SchedulerQueueWorker.java:65)
        at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeNextJob(SchedulerQueueWorker.java:59)
        at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.run(SchedulerQueueWorker.java:34)
        at java.lang.Thread.run(Thread.java:748)
Caused by: com.sun.mail.iap.BadCommandException: A3 BAD Request is throttled. Suggested Backoff Time: 165839 milliseconds
        at com.sun.mail.iap.Protocol.handleResult(Protocol.java:399)
        at com.sun.mail.imap.protocol.IMAPProtocol.select(IMAPProtocol.java:1245)
        at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:1056)
        ... 22 more

Diagnosis

  • Using Office365 as Incoming Mail Server.

Cause

Office365 Exchange Online Throttling and Limits is not allowing JIRA to read emails from the Email Inbox; 

Resolution

Get in touch with Office365 support to fine tune the Throttling and Limits on Exchange Server.

An alternative workaround which has been reported to alleviate this problem for some organizations is to stagger how often mail handlers are checking mail by using various values for the 'Delay' field for all mail handlers you have

  1. Navigate to 'Settings > System > Incoming Mail'.
  2. Edit an existing Mail Handler and change the value of Delay to an acceptable delay for the project (the default value is 1, which means this mail handler is checked every 1 minute).
  3. Repeat for all other mail handlers and use various values for Delay.
    1. The purpose of this is to reduce the frequency Jira checks mail for all these mail handlers such that it does not trigger Office365 limits.


Last modified on Aug 29, 2022

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