000035299 - RSA Identity Governance and Lifecycle email not being sent due to javax.mail.MessagingException: Could not connect to SMTP host

Document created by RSA Customer Support Employee on Jun 26, 2017
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Article Number000035299
Applies ToRSA Product Set: RSA Identity Governance and Lifecycle
RSA Product/Service Type: Enterprise Software
RSA Version/Condition: 6.9.1 and above
Platform: Linux
 
IssueEmails are not being sent out for any operation in RSA Identity Governance and Lifecycle.
When the connection to the email server is tested, the following message is returned:
 
Default email account test:  Failed to connect to the outbound email server
Details:  Could not connect to SMTP host: <server name>, port: 25, response 421
Approval Email Account Test:  Approval email account is not defined
Approval Reply Test:  Approval inbound email server is not defined

 

Failed to connect to outbound email server
 

An examination of the aveksaServer.log shows the following error.
06/18/2017 12:35:58.100 WARN  (http-0.0.0.0-8443-1) [com.aveksa.server.email.EmailSenderServiceClient] Messaging Exception connecting to the default mail server with the default account.
javax.mail.MessagingException: Could not connect to SMTP host: 168.192.1.2, port: 25, response: 421
at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java:1270)
at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:370)
at javax.mail.Service.connect(Service.java:275)
at com.aveksa.server.email.EmailClient.sendEmail(EmailClient.java:285)
at com.aveksa.server.email.EmailSenderServiceClient.testOutboundMailServer(EmailSenderServiceClient.java:421)
at com.aveksa.gui.pages.admin.system.email.settings.test.TestMailSettingsResultsDialogView.printContent(TestMailSettingsResultsDialogView.java:49)
at com.aveksa.gui.pages.base.view.DialogPageView.makeContent(DialogPageView.java:134)
at com.aveksa.gui.pages.base.view.DialogPageView.handleRequest(DialogPageView.java:34)
at com.aveksa.gui.pages.base.data.PageData.drawView(PageData.java:99)
at com.aveksa.gui.pages.base.data.PageData.handleRequest(PageData.java:91)
at com.aveksa.gui.pages.base.data.dialog.EditableDialogPageData.handleRequest(EditableDialogPageData.java:69)
at com.aveksa.gui.pages.PageManager.forwardRequest(PageManager.java:559)
at com.aveksa.gui.pages.PageManager.handleRequest(PageManager.java:323)
at com.aveksa.gui.pages.PageManager.handleRequest(PageManager.java:254)
at com.aveksa.gui.core.MainManager.handleRequest(MainManager.java:176)
at com.aveksa.gui.core.MainManager.doGet(MainManager.java:125)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:690)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at com.aveksa.gui.core.filters.LoginFilter.doFilter(LoginFilter.java:67)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at com.aveksa.gui.util.security.XSSFilter.doFilter(XSSFilter.java:20)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:96)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:230)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:175)
at org.jboss.web.tomcat.security.SecurityAssociationValve.invoke(SecurityAssociationValve.java:179)
at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:524)
at org.jboss.web.tomcat.security.JaccContextValve.invoke(JaccContextValve.java:84)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102)
at org.jboss.web.tomcat.service.jca.CachedConnectionValve.invoke(CachedConnectionValve.java:157)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109)
at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:262)
at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:844)
at org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.process(Http11Protocol.java:583)
at org.apache.tomcat.util.net.JIoEndpoint$Worker.run(JIoEndpoint.java:446)
at java.lang.Thread.run(Thread.java:701)
CauseThe description for response 421 is Service not available, so the email service is not running or a connection can no longer be made.
Examining the Java Call Stack, we see the following significant Java Classes
javax.mail.MessagingException: Could not connect to SMTP host: 168.192.1.2, port: 25, response: 421
at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java:1270)
at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:370)
at javax.mail.Service.connect(Service.java:275)

  • com.sun.mail.smtp are the Java Classes for email.
  • Java Class SMTPTransport.openServer is making the connection to the email server, but has returned the MessagingException.
So the error is coming from the Simple Mail Transport Protocol (SMTP) software, that is used by RSA Identity Governance and Lifecycle.
ResolutionFor the SMTP host reported in the error (for example SMTP host: 168.192.1.2), check that it is up and running.  In general, a restart should correct the problem with the email server.
However, RSA recommends you also engage the System Administrator for the system where the email server is running.  Please note that RSA Identity Governance and Lifecycle  Hardware Appliances do not have an email server installed, as the customer email server is always used.

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