We imported the same email account instance which works fine in the on premise environment but we encountered connectivity issues in the cloud environment. Please find the error details below:
Status: Fail: Configuration
Message: The connection to the incoming email server timed out. The server may be unavailable, or the connection configuration may be incorrect. Disconnect not attempted.
Steps performed: Step: Establish session for email server – Result: Success Step: Obtain transport object – Result: Fail Step: Connect to email server – Result: Not attempted Step: Disconnect – Result: Not attempted
Could you advise what might be causing this issue? Are there any specific configurations that need to be performed in the cloud environment? Our infrastructure team has confirmed that there are no issues with the SMTP host and port.
This issue is most likely happening because the email account rule was copied from on premises, but the Pega Cloud environment still needs its own cloud-side connectivity setup to reach that mail server. Pega Cloud for Government supports SMTP, IMAP, and POP3 integration, but the external mail server must be reachable from the cloud environment, and its TLS certificate must also be trusted there. Since your test shows the session starts but the transport step fails, the fix is to open a Pega Cloud support request to configure and validate outbound access from the cloud nodes to the mail host and port, and to import any required server certificates into the platform truststore. Pega documentation also notes that secure outbound connections depend on trusted certificates being available in the platform or JVM truststore.