IMAPStore connection dead : JIRA is not processing incoming emails

Recently we have upgraded JIRA to 6.4.11 and found users unable to create issues and adding comments now. Incoming emails features used to be working on previous JIRA version 6.2.
I have enabled jira incoming debug logs and found the following debug log content. Incoming mail server configuration(IMAP) is successful and I am able to telnet mail server port.

2015-10-07 12:19:44,123 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG IMAP: AUTH: NTLM
2015-10-07 12:19:44,123 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG IMAP: AUTH: GSSAPI
2015-10-07 12:19:44,123 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG IMAP: AUTH: PLAIN
2015-10-07 12:19:44,123 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG: protocolConnect login, host=imap.xxxxx.com, user=jira, password=<non-null>
2015-10-07 12:19:44,123 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG IMAP: LOGIN command trace suppressed
2015-10-07 12:19:44,185 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG IMAP: LOGIN command result: A1 OK LOGIN completed.
2015-10-07 12:19:44,185 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa A2 CAPABILITY
2015-10-07 12:19:44,186 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa * CAPABILITY IMAP4 IMAP4rev1 AUTH=NTLM AUTH=GSSAPI AUTH=PLAIN STARTTLS UIDPLUS CHILDREN IDLE NAMESPACE LITERAL+
A2 OK CAPABILITY completed.
2015-10-07 12:19:44,186 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG IMAP: AUTH: NTLM
2015-10-07 12:19:44,187 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG IMAP: AUTH: GSSAPI
2015-10-07 12:19:44,187 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG IMAP: AUTH: PLAIN
2015-10-07 12:19:44,187 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa A3 LOGOUT
2015-10-07 12:19:44,188 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa * BYE Microsoft Exchange Server 2010 IMAP4 server signing off.
A3 OK LOGOUT completed.
2015-10-07 12:19:44,188 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG: IMAPStore connection dead
2015-10-07 12:19:44,188 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG: IMAPStore cleanup, force false
2015-10-07 12:19:44,188 DEBUG [IMAP Mail Server] http-bio-8080-exec-59 spatruni 739x50364x1 tzx7hs 10.67.64.105,10.15.224.34 /secure/admin/VerifyPopServerConnection!update.jspa DEBUG: IMAPStore cleanup done

2 answers

Hello Srinivas,

 

I recommend checking Mail and Mail Handlers Troubleshooting to confirm if you're not facing any common issue.

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