"5.7.4 Unrecognized authentication type error" stops outgoing email notifications from being sent

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

This document explains what to do when outgoing email notifications are not sent and the error "Can't login to the server Error (504) 5.7.4 Unrecognized authentication type" is received.

Environment

Release: 12.6 or higher
Component:  CA Service Desk Manager

Resolution

If Mail or Relay servers that do not use any authentication except for the anonymous account are in use, then to solve the problem, deinstall these Service Desk Manager Email Options: smtp_security_level, login_userid and login_password. Then recycle the Service Desk Manager services.

The error should no longer appear, and email notifications should be sent out from Service Desk.