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Error message displays in the outgoing Web Help Desk email

This article describes how to troubleshoot an error message that displays in an outgoing Web Help Desk email. The error message states: Outgoing mail fails with the following error: Invalid address:com.sun.mail.smtp.SMTPAddressfailed Exception:550 5.7.1 unable to relay. or Invalid address:com.sun.mail.smtp.SMTPAddressfailed Exception:550 5.1.1 User unknown.

First published date

11/26/2018 6:25 PM

Last published date

8/12/2020 4:35 PM

Overview

The following error message displays in an outgoing Web Help Desk email:

Invalid address:com.sun.mail.smtp.SMTPAddressfailed Exception:550 5.7.1 unable to relay. or Invalid address:com.sun.mail.smtp.SMTPAddressfailed Exception:550 5.1.1 User unknown.

Product section

Web Help Desk

Cause

Web Help Desk cannot forward email to an address outside the domain using the value configured in Setup > E-Mail > Outgoing Mail Accounts.

One of the recipients in the ticket may also have an incorrect email address.

Resolution

Log in to Web Help Desk as an administrator.
Click Setup > Email > Outgoing Mail Accounts.
Click the outgoing mail account.
Verify that:
- Web Help Desk is authenticating correctly to the SMTP server.
- Web Help Desk emails can be transmitted outside of your domain using the settings on your SMTP server.
- Also verify that there is no blank outgoing email account configuration. This could happen when during the initial configuration, the configuration was left out and left with an incomplete configuration with blank entries.
- If the error is abut "user unknown, verify the recipient of the email address of the recipients in the ticket. There could be a misspelled email address on one of the recipients.

For more information, see Invalid address:com.sun.mail.smtp.SMTPAddressfailed Exception:550 5.7.1 unable to relay posted on the SolarWinds THWACK community website.

Disclaimer: Please note, any custom scripts or other content posted herein are provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software that you have purchased from SolarWinds, and the information set forth herein may come from third party customers. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. Any custom scripts obtained herein are provided to you “AS IS” without indemnification, support, or warranty of any kind, express or implied. You elect to utilize the custom scripts at your own risk, and you will be solely responsible for the incorporation of the same, if any.

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.