TEC603653: "Email could not be sent" error when sending mail from APM CE (CEM).

Document created by Hallett_German Employee on May 25, 2016Last modified by SamCreek on May 25, 2016
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Author: Hallett_German

 

Document ID:  TEC603653
Last Modified Date:  1/26/2015

  • Products
    • CA Application Performance Management
  • Releases
    • CA Application Performance Management:Release:CA APM 9.5
  • Components
    • CUSTOMER EXPERIENCE MANAGER

 

 

 

Description:

When sending an email from APM CE (CEM), getting "Error: The email could not be sent: Sending the email to the following server failed : <server_name>.com:25."

 

Symptoms:

 

In the MOM log, the following error message appears:

 

org.apache.commons.mail.EmailException: Sending the email to the following server failed : <server_name>.com:25:501 Syntax: HELO hostname

 

The 501 error message notes when there is a syntax error with the parameters or arguments. In this case, the email server cannot process the SMTP command "HELO hostname", so APM CE (CEM) is unable to send the email.

 

Solution:

To typically resolve this issue, check that the domain name lookup is correctly configured.

 

The domain name of the TESS-MOM machine must be "hostname." To determine if this is correct, do a reverse domain name lookup.

 

The following is an example of how to do the equivalent operation with telnet:

 

[root@sustaining1 ~]# telnet mail.ca.com 25

 

Trying 10.10.10.10...

 

Connected to mail.ca.com (10.10.10.10).

 

Escape character is '^]'.

 

220 smtp1.ca.com Authorized Users Only! Wed, 15 Oct 2013 14:09:33 -0400

 

HELO mail.ca.com

 

250 smtp1.ca.com Hello

 

 

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