Remedy - Email - Messages are not sent using SMTP. Error: "...No authentication mechanisms supported by both server and client"

Knowledge Article

Article Number

000273009

Old Article Number

000053135

Article Type

Solutions to a Product Problem

Title

Remedy - Email - Messages are not sent using SMTP. Error: "...No authentication mechanisms supported by both server and client"

Summary

Remedy - Email - Messages are not sent using SMTP. Error: "...No authentication mechanisms supported by both server and client"

Product

Remedy AR System Server

Component

AR System

Applies to

BMC Remedy AR System Server

Problem

When sending messages from Remedy using SMTP, the following error is observed in the Email Engine's log and the messages are not sent:
...................
{Date} {Time} com.sun.mail.smtp.SMTPTransport authenticate
SEVERE: No authentication mechanisms supported by both server and client
javax.mail.AuthenticationFailedException: No authentication mechanisms supported by both server and client
   at com.sun.mail.smtp.SMTPTransport.authenticate(SMTPTransport.java:818)
   at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:728)
   at javax.mail.Service.connect(Service.java:386)
   at com.bmc.arsys.emaildaemon.MBConnection.openTransport(MBConnection.java:303)
   at com.bmc.arsys.emaildaemon.SenderModule.tryToConnect(SenderModule.java:515)
   at com.bmc.arsys.emaildaemon.SenderModule.isConnected(SenderModule.java:482)
   at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:262)
   at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)
   at java.lang.Thread.run(Thread.java:745)
...................

Cause

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Legacy ID:KA427738

Most Email Servers have the possibility to configure the authentication method when being connected.

The most common are:
- Disabled Authentication.
- Basic Authentication.

Depending how is the Authentication method configured in the e-mail Server, then in the Email Engine's Mailbox configuration we will need to take this into account.

The reported error will appear depending on these scenarios:
Example:
- Outgoing Remedy Mailbox configured with SMTP protocol.
- Email Server username and password are also set in the Mailbox Configuration for the E-mail Engine.

Scenario 1:
- If the E-mail Server is configured with Disabled Authentication, means that it will received anonymous connections where no username and password are required.
- Based on the Remedy Mailbox configuration mentioned above, the error will be displayed in the Email Engine logs.
This is because the E-mail Server will only accept anonymous connections. This may be used in internal networks where non unexpected external connections are used.
Solution:
- Remove the username password from the Remedy Mailbox configuration.
- Restart the E-mail Engine.

Scenario 2:
- If the E-mail Server is configured with Basic Authentication, means that the E-mail Server will use a username and password to connect to.
- Based on the Remedy Mailbox configuration mentioned above, the error will not be displayed in the Email Engine logs.
This is because the E-mail Server requires a username and password which is also set in the Remedy Mailbox configuration.

Note:
Depending the E-mail Server vendor being used the authentication method names may be different but use the same concept.
Be sure that depending the authentication method configured in the E-mail Server the same has to be reflected in the Remedy Mailbox configuration settings.

Attachment(s):