OBIEE 12c - Agent error: Failed to send AUTH command. 5.7.3 Authentication unsuccessful

Johan (South Africa)

Good day

When we run agents we receive the following error:

    AgentID: /shared/Email Dashboards/Agents/aaTest

[nQSError: 75005] Failed to send AUTH command. 5.7.3 Authentication unsuccessful    AgentID: /shared/Email Dashboards/Agents/aaTest

    ...Trying SMTP Delivery loop again... Sleeping for 3 seconds.    AgentID: /shared/Email Dashboards/Agents/aaTest

[nQSError: 75005] Failed to send AUTH command. 5.7.3 Authentication unsuccessful    AgentID: /shared/Email Dashboards/Agents/aaTest

    ...Trying SMTP Delivery loop again... Sleeping for 8 seconds.    AgentID: /shared/Email Dashboards/Agents/aaTest

[nQSError: 75005] Failed to send AUTH command. 5.7.3 Authentication unsuccessful    AgentID: /shared/Email Dashboards/Agents/aaTest

    ...Trying SMTP Delivery loop again... Sleeping for 8 seconds.    AgentID: /shared/Email Dashboards/Agents/aaTest

[nQSError: 75005] Failed to send AUTH command. 5.7.3 Authentication unsuccessful    AgentID: /shared/Email Dashboards/Agents/aaTest

    Exceeded number of SMTP delivery retries.

The email server account and password is specified correctly s we tested it externally.

We have followed both recommended solutions without success in the following Oracle document: https://support.oracle.com/epmos/faces/DocumentDisplay?_afrLoop=351364911158792&parent=EXTERNAL_SEARCH&sourceId=PROBLEM&id=1225454.1&_afrWindowMode=0&_adf.ctrl-state=m0n0p1fdl_4

These include, making sure we can ping the SMTP server from the server and also deleting mail.server key in Enterprise Managera and re-entering the user name and password.

We have OBIEE 12.2.1.2 installed on a server running Solaris 11.1, 64 bit.

Any other suggestions from anyone?

Thanks

Johan