IMAP fails with A3 BAD User is authenticated but not connected error in Jira server integrated with Office365

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

Problem

The following appears in the atlassian-jira.log:

2014-09-12 07:40:48,051 ERROR [365 IMAP] QuartzScheduler_Worker-3 ServiceRunner    Help Desk Handler[10100]: Messaging Exception in service 'com.atlassian.jira.service.services.mail.MailFetcherService$MessageProviderImpl' when getting mail: A3 BAD User is authenticated but not connected.
javax.mail.MessagingException: A3 BAD User is authenticated but not connected.;
  nested exception is:
	com.sun.mail.iap.BadCommandException: A3 BAD User is authenticated but not connected.
	at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:961)
	at com.atlassian.jira.service.services.mail.MailFetcherService$MessageProviderImpl.getAndProcessMail(MailFetcherService.java:254)
	at com.atlassian.jira.service.services.mail.MailFetcherService.runImpl(MailFetcherService.java:401)
	at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:257)
	at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:61)
	at com.atlassian.jira.service.ServiceRunner.execute(ServiceRunner.java:48)
	at org.quartz.core.JobRunShell.run(JobRunShell.java:195)
	at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:520)
Caused by: com.sun.mail.iap.BadCommandException: A3 BAD User is authenticated but not connected.

Diagnosis

Using Jira IMAP integrated with a Shared Mailbox  on Office365

Cause

Jira does not support IMAP integrated with a Shared Mailbox.  This feature suggestion has been closed as there are no current plans to build it:  JRASERVER-30688 - Getting issue details... STATUS

Resolution

Use POP3 instead:

Protocol: SECURE_POP
Host: outlook.office365.com
Port: 995
Username: licenseduser@mydomain.com\sharedmailboxalias
Password: (licensed user password)

DescriptionUsing Jira IMAP integrated with a Shared Mailbox on Office365 produces an error A3 BAD User is authenticated but not connected.
ProductJira
PlatformServer
Last modified on Sep 25, 2019

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