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SMTP send error

Posted on 2016-07-25
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Last Modified: 2016-08-22
Our email client will no longer send email via a relay service that has worked fine for the past 5 years or more.

We had some issues with our email provider in that they changed the mx records for our domain before being asked to do so, i.e. before the alternative was fully setup and configured, so for a brief time the domain would not allow receiving or sending of mail even though the outgoing has always used a relay service, so I don't understand why this would be so.

They've now been reset and mail is now coming in again but we can't send. I've created an alternative smtp relay service but we still get the same error message
email-send-error.png
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Question by:Gordon710
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8 Comments
 
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LockDown32 earned 300 total points (awarded by participants)
ID: 41728616
MX Records wouldn't affect outbound. The error appears to be that the recipients email address is invalid. If it is a good address then the relay's DNS resolution might not be working properly.
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by:Dr. Klahn
Dr. Klahn earned 100 total points (awarded by participants)
ID: 41728740
There are three possibilities I can see, and I think LockDown32 has nailed it with the most probable of them - there's no such email address.

But if this is happening on all your outgoing email, that's obviously not the problem.  In that case, the other possibilities are:

a) You're not supplying the proper credentials to your outgoing email relayer, socketlabs.  They do require authentication. According to the URL quoted in the error message, your outgoing server is not specifying a valid username and password for authentication to the Socketlabs mail relayer.

b) You're supplying the proper credentials, but in a format that's unacceptable.  "When passing SMTP Authentication information to our system, please keep in mind that we currently only support CRAM-MD5 or AUTH authentication types."
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Expert Comment

by:frankhelk
ID: 41728986
From the error message, the SMTP connection was made but the remote server refused to accept the message because he didn't know the recipient's email address.

I'd check that with the recipient - maybe there's some subtle typo, or that guy no longer works there and his mail accound got disabled (bad idea if customers mails are not redirected to another account).
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by:Sudeep Sharma
Sudeep Sharma earned 100 total points (awarded by participants)
ID: 41729347
From the screenshot if you check the link provided they need Authentication on sending the outbound emails. You would need to use authentication with CRAM MD5 or AUTH Login.

Please see the link below from the KB of socketlabs.

https://support.socketlabs.com/index.php/Knowledgebase/Article/View/81


Sudeep
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Author Comment

by:Gordon710
ID: 41729422
Many thanks for all the comments.

After correcting the authorisation to CRAM MD5 one error was resolved and another appeared, see latest message.

Strangely this works in Outlook but not in Goldmine. I messed around with the settings and found that when I changed the reply to address to something other than the domain to which this refers, i.e. to a personal Gmail address it works fine in Goldmine too.

Any ideas?
email-send-error.png
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Expert Comment

by:Sudeep Sharma
ID: 41729452
Is the reply address real domain?

Sudeep
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Author Comment

by:Gordon710
ID: 41729459
Yes, Just tried again, see attached but it does say the domain doesn't exisit!
email-send-error.png
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by:Dr. Klahn
ID: 41755353
Followup from the customer on the secondary issue would have been helpful to everyone.
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