SMTP authentication failure 504 5.7.4 Unrecognized authentication type

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Status=Published
 Version=1.2
 Authors=Hornbill Support
 Applicable to=Supportworks ESP 7 and above.


SMTP authentication failure 504 5.7.4 Unrecognized authentication type

Normally upgrading to Supportworks ESP 7.6.2 is a smooth process but should you find that you are unable to send emails out, and check the SwInternetMC log and it says: 


550 5.7.1 Unable to relay

This error comes about if the Exchange Server is unable to relay messages. If you use an Exchange server to relay messages to an Office 365 server, the issue could be resolved once you by pass the Exchange server to connect directly to the remote office 365 exchange server. If you do not use Office 365, check the Exchange server has LOGIN enabled. Thereafter, go to Supportworks server configuration > system mailboxes > double click helpdesk mailbox > services > SMTP connector and ensure there is a username and password.

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