No authentication mechanisms supported by both server and client error in mail notifications

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Article ID: 118908

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Outgoing emails are not being sent out from CA Service Desk Manager (SDM) 17.1 setup.

mail_nxd.log show errors like this
2018-11-01 11:53:02:606 ERROR  [mailNxdActorSystem-akka.actor.default-dispatcher-8] c.c.S.m.NXJavaMailMailer - The transport is not connected or is dead.
javax.mail.AuthenticationFailedException: No authentication mechanisms supported by both server and client 

Cause

The error happens when SMTP server's authentication mechanism differs from the one that CA SDM is set with.

Environment

Release:
Component: USRD

Resolution

Here are some option combination to resolve the issue, based on how authentication is configured on the SMTP server:
 


SMTP Server Authentication / SDM optionsAuthentication is NOT requiredAuthentication IS RequiredAuthentication is NTLM
mail_login_userid & mail_login_passwordDeinstalledInstalledInstalled
mail_smtp_security_level01 or 42


A restart of mail_nxd or SDM is required after setting these options
 

Additional Information

To verify if authentication is required or not, a test via telnet might be a good idea:

telnet <SMTPServer> <SMTP_PortNumber>    

It would indicate there normally if authentication is needed or not.  Below is a document from Microsoft that covers it in detail: https://docs.microsoft.com/en-us/exchange/mail-flow/test-smtp-with-telnet?view=exchserver-2019