Troubleshooting
Problem
The SMTP connection test over SSL is not valid with a "Basic Authentication", with a message indicating that the host is unreachable, and when testing email sending, we get a message saying the email is pending to be sent
Symptom
Error message in SMTP interface :
Could not connect to SMTP host smtp-server-name, port smtp-port
Error message after a simple test with a report :
CNC-SDS-0408 There are email messages waiting to be sent
Diagnosing The Problem
Enable SDS tracing to observe the CONNECTION_TIMEOUT exception :
getTransport : 1 : Called
..
getTransport : 8 : Transport connection not obtained from pool, creating a new connection
getTransport : 9 : New Transport connection created : smtp://xxxxxx@smtp-server-name:smtp-port
...Trace.DLS CNC-SDS-0361 SMTP server defined: [smtp-server-name:smtp-port] Port: [smtp-port] DLS TRACE
....: MAIL_SMTP_CONNECTION_TIMEOUT:600000 DLS TRACE
... : MAIL_SMTP_READ_TIMEOUT:600000 DLS TRACE
...: MAIL_SMTP_WRITE_TIMEOUT:600000 DLS TRACE
....
...
getTransport : 10 : Transport not connected, trying to reconnect
...
getTransport : 13 : MessagingException : javax.mail.AuthenticationFailedException: 500 Line too long
Resolving The Problem
In Manage > Configuration > System > Advanced add the two parameters below :
mail.smtp.starttls.enable=true
mail.smtp.starttls.required=true
A Cognos restart is needed.
As part of the verification, ensure that emails are not quarantined by the mail server
Related Information
Document Location
Worldwide
Was this topic helpful?
Document Information
Modified date:
24 March 2026
UID
ibm17267329