Failed to send email to XXXX. Reason :334 VXNlcm5hbWU6" or "authentication failed" or "No authentication mechanisms supported by both server and client" when trying to send an email from BPPM/TSIM

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    PRODUCT:

    ProactiveNet


    APPLIES TO:

    All versions of BPPM/TSIM



    PROBLEM:

     

      When trying to send an email (either from the operations console or from an event rule) the email fails to be sent and one of the following errors is returned:  
       
    ------------  
    GroupEmail - Email Group :Team Platform - Failed : Failed to send email to    adm@yourcompany.com (   file://test@yourcompany.com/). Reason :334 VXNlcm5hbWU6  
    Failed to send email to    admin1@domail.com (   file://admin1@domain.com/). Reason :334 VXNlcm5hbWU6  
    ------------  
    E-Mail Details for Snapshot  
    Error occurred while sending mail to    adm@yourcompany.com.  
    Exception Details: 535 5.7.0 authentication failed .  
    ------------  
    Error occurred while sending mail to    email@domain.com 
    Exception Details: No authentication mechanisms supported by both server and client.  
    ------------ 
      
      We also see similar errors in the ProactiveNet.log file (this example is seen when sending an email using an event rule):  
       
    ERROR 05/20 11:56:24 EventActions [AlarmAction-5] 302536 Exception while executing Alarm Action  
    java.lang.Exception: 334 VXNlcm5hbWU6  
    at com.proactivenet.api.action.EmailAction.executeAlarmAction(EmailAction.java:189)  
    at com.proactivenet.api.action.NGPAbstractAlarmAction.execute(NGPAbstractAlarmAction.java:230)  
    at com.proactivenet.api.action.AADispatcher$Task.run(AADispatcher.java:90)  
    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)  
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)  
    at java.lang.Thread.run(Thread.java:744)  
       
    The 'pw test_email' cli is successful. 

     


    CAUSE:

    Product defect DRTSA-97


    SOLUTION:

     

    1. Take a backup copy outside of the BPPM/TSIM directories of the file ..\Proactivenet\pw\apps3rdparty\javamail\mail.jar

      

    2. Unzip the attached file to a temporary folder

      

    3. Copy the extracted mail-1.3.3.jar file to ..\Proactivenet\pw\apps3rdparty\javamail on the BPPM/TSIM Server

      

    3. Rename mail-1.3.3.jar  in ..\Proactivenet\pw\apps3rdparty\javamail to mail.jar

      

    4. Restart the BPPM/TSIM Server processes (pw system start)

      
      

     


    Article Number:

    000055476


    Article Type:

    Solutions to a Product Problem



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