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.