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Ideal Email configuration for CA SOI


Article ID: 125431


Updated On:


CA Service Operations Insight (SOI)


CA SOI Email configuration configured as the attached image as the mailhost resolve the IP address of SMTP server and hdnotifier is authorized user to connect to SMTP server please review the email configuration and feed me back as when try to send mail via SOI get error message "Email message could not be sent. Verify the address fields."


SOI 4.0 & 4.2
Windows 2008 & 2012


EMail configuration in the SOI Manager Configuration -> EMail Configuration page has been updated as below

SMTP Server Host                        mailhost
SMTP Server Port                         25
SMTP Server Password (if any)    xxxxxxxx
SMTP Mail From                            [email protected]

<Please see attached file for image>

User-added image

The above configuration looks good, however when we telnet with EHLO commands there was a problem with "username".
In SMTP the user name was configured as "hdnotifier" but the user name format suppose to be "[email protected]", hence SOI fail to authenticate

Here is the procedure to run telnet & run EHLO commands.

Run these commands on SOI Manager command prompt to telnet "MailHost" 

1) Open a Command Prompt

2) telnet "mailhost" or telnet "" or "real SMTP Host Name" 

3) Run: EHLO mailhost


The above will prompt for user name and password for authentication, enter these values which are in Base64 format
Note: We could use "" site for encryption & decryption

5) aGRub3RpZmllckBjYS5jb20= <Enter>     ([email protected])

6) dGVzdHBhc3N3b3Jk <Enter>

The above should be successful with "Authentication successful" message

In some cases, customers may have user name is configured as "hdnotifier" in SMTP, but SOI Email configuration expects the user name in
"[email protected]" format, hence the authentication fails.


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