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KIC has stopped connecting to the mailbox

Article # 3039263 - Page views: 98


We are polling a mailbox via MSGraph. This has been working for a number of months, but it has all of a sudden stopped working.

After clearing the IE cache the issue persists. The login window appears and the mailbox is Authorized successfully but the "Test Mailbox" button stays grayed out so the connection cannot be created/activated.

I can see this error in the KIC logs:

2022-02-01 10:08:37.597 DEBUG [Thread=6] [Kofax.KCS.ImportConnector.Config.ConfigInfo] <-UpdateConfigFileWithNewParameters()

2022-02-01 10:08:37.597 DEBUG [Thread=6] [Kofax.KCS.ImportConnector.Config.ConfigInfo] Acquired Mutex inside LoadTokenCacheIfAny

2022-02-01 10:08:37.598 ERROR [Thread=6] [Kofax.KCS.ImportConnector.Config.ConfigInfo] Exception occured while acquiring Mutex inside GetCachedTokenInfo(). Message is :: Unterminated string. Expected delimiter: ". Path 'OAuth2TokenInfo['EMAIL.TEST@GROUP.COM_BE91B542-AB55-49C0-AD1A-935BFA8603D5_MSGRAPH'].RefreshToken', line 9, position 942


The issue is caused by corruption of the OAuth2TokenCache.cache which contained miscellaneous characters (bracescurly brackets, or squiggly brackets).






Delete the file and then authorize the MS Graph Mail connection.  This then resolved the issue.


Level of Complexity 



Applies to  

Product Version Build Environment Hardware
KIC 2.9      


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Article # 3039263
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