Remedy - Email Engine - Office365-Client was not authenticated to send anonymous mail

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    Remedy AR System Server


    APPLIES TO:

    Email Engine, Office365



    PROBLEM:

    Customer was attempting to configure Office365 with the BMC Remedy Email Engine.

    Configured Email Engine to use outlook.office365.com 25
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    The outgoing emails were being processed by the Remedy Email Engine, however they were erroring out as seen below in the AR System Email Error Logs form:
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    Same error message was seen in the email.log:
    530 5.7.57 SMTP; Client was not authenticated to send anonymous mail during MAIL FROM [SY2PR01CA0041.ausprd01.prod.outlook.com]
     [ ]
    javax.mail.SendFailedException: 530 5.7.57 SMTP; Client was not authenticated to send anonymous mail during MAIL FROM [SY2PR01CA0041.ausprd01.prod.outlook.com]
     [ ];
      nested exception is:
                    com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.57 SMTP; Client was not authenticated to send anonymous mail during MAIL FROM [SY2PR01CA0041.ausprd01.prod.outlook.com]
                     at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:373)
                    at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)
                    at java.lang.Thread.run(Unknown Source)
     


    SOLUTION:

    Attempted to use the Email Test Utility: https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA014000000l7I4CAI&type=FAQ
    Test #1
    Same error is seen for Outlook.office365.com 25
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    Test #2
    Smtp.office365.com 995
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    Test #3
    Smtp.office365.com 587
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    Issue was resolved by the following steps:
    1) Added the IP Address to the TXT record
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    2) Added a connector in Outlook 365 account
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    3) Changed the remedy server mail settings to:
    User-added image
     


    Article Number:

    000225885


    Article Type:

    Solutions to a Product Problem



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