ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

Unable to process request Error when clicking forgot password link in LiveUpdate Administrator


Article ID: 238427


Updated On:


Protection Suite Enterprise Edition


When clicking the forgot password link at the login screen for the LUA console, Unable to process request error appears.

In the LUA log file: 

2022-03-22 10:37:23,756 [http-nio-7070-exec-21] ERROR session.ForgotPwdRequestController [] - error for MessagingException: Couldn't connect to host, port: <SMTP server name>, 25; timeout -1


The LUA is unable to connect to an SMTP server. 


Port 25 was blocked, and other GPO policies disallowed the LUA to connect to the SMTP server. Make sure the LUA has full access to connect to the SMTP server via port 25.