Email connectivity difficulties 99.9% of the time are straight forward to resolve. Recently my coworkers and I encountered a customer issue that didn't fall into one the usual easy to resolve authentication problem categories. The customer had recently tried reconfiguring their email server to accommodate STARTTLS, which is something that Maximo has supported in the field since 126.96.36.199 and has been validated against popular Exchange based web email services such as live.com and Office 365.
The symptoms from the SystemOut log were as follows:
000007ed SystemOut O DEBUG SMTP: Attempt to authenticate
000007ed SystemOut O DEBUG SMTP: check mechanisms: LOGIN PLAIN DIGEST-MD5
000007ed SystemOut O DEBUG SMTP: mechanism LOGIN not supported by server
000007ed SystemOut O DEBUG SMTP: mechanism PLAIN not supported by server
000007ed SystemOut O DEBUG SMTP: mechanism DIGEST-MD5 not supported by server
A short story shorter, in the Maximo email realm we normally don't embroil ourselves directly in email server administration. After a bit of digging around, the problem was that authentication was not occurring up front. We found the following setting to be the culprit.
Offer basic authentication only after starting TLS (
When this flag was disabled the email communication problem was resolved.