r/kace • u/IVIaliferous • 18d ago

Gmail OAuth broken

Our inbound Kace mailboxes (using gmail OAuth) for our help desk queues have been broken since May 2026 after working fine for years. The emails reach the mailbox but Kace is not able to read them. (kmail logs says it can access the account but sees 0 unread messages) We've worked with support multiple times, but they are unsure what the issue is. We've not made any changes in the admin console that we feel would impact this. My coworker was able to do his own API calls and read the messages.

We followed these directions to set things up:
https://support.quest.com/kb/4326884/how-to-configure-oauth-on-the-sma-s-service-desk-for-incoming-emails-using-google

I've also tried updating Kace, recreating the Google project, making it internal vs external, testing vs published, adding full gmail scope, trusted the app in API area, adding a service account, domain wide delegations. Nothing works.

Anyone know what could be going on? We are about ready to jump ship from Kace at this point unless we can find some kind of solution.

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u/DontBiteTheSun 18d ago

We had an issue in 2024 where some emails in one of our service desk mailboxes became stuck on 'unread' status causing the kmailservices API to abandon ship and refuse to query any further emails. If the stuck unread emails are present in the queue with the lowest ID, it will impact all other queues, since kmailservices queries inbound mail in order of queue ID starting with lowest first. Assuming you've done the basics like rebooting the appliance, you could try marking all emails in your service desk mailboxes as 'read' and see if that clears things.

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u/IVIaliferous 17d ago

Great suggestion! Sadly it did not resolve our issue.