Submit a ticketCall us

AnnouncementsWeb Help Desk Integrations eCourse

Looking to reduce response times? Sign up for our eCourse to learn how integrating Web Help Desk with Dameware Remote Support, Network Configuration Manager, Network Performance Monitor, and Server & Application Monitor can improve communication efficiencies.

Register here.

Home > Success Center > Log & Event Manager (LEM) > Email Active Response connector does not send email notifications

Email Active Response connector does not send email notifications

Updated September 23, 2016


LEM Email Active Response connector does not send email notifications.


LEM Internal Events showing the following error:

5002 - Mail send failed: Failed message

550.5.7.1 Unable to relay



You may see Authentication failure error under LEM internal Events, even though you have validated the username and password and correct port in use:

Event Name        EventInfo        InsertionIP        Manager        DetectionIP        InsertionTime        DetectionTime        Severity        ToolAlias        InferenceRule        ProviderSID        ExtraneousInfo

InternalInfo        SMTP host authentication failure      SWLEM-01        14:12:03 Wed Jan 10 2018        14:12:03 Wed Jan 10 2018        2        EmailTool                        '5003' - Mail server authentication failed. : Authentication failed; nested exception is javax.mail.AuthenticationFailedException: 535 5.7.3 Authentication unsuccessful


  • LEM 6.2.1 or 6.3.1
  • LEM deployed in VMware


LEM "Email Active Response" connector does not work when using Microsoft Exchange Virtual IP (VIP)


Solution 1:

Change LEM Email Active Response connector settings for Mail Host to reflect the Exchange physical IP address instead of the VIP previously configured.

Solution 2:

Clear the contents for Authentication Server UN and Password fields in the Email active response connector and save and start the connector. Test email delivery using the blue envelope.



Last modified