Who is this article for?

Administrators who manage user profiles and identities.

Server Admin permissions are required.

This article explains when the error message can occur and how to resolve it.

1. Issue
   • Email address

2. Solution

3. Other causes:  SMTP errors

1. Issue

When adding an FBA identity for a user, you might see the following message:

This can happen if the user doesn't have an email address field set in their profile or if there are further SMTP errors.

Email address

For the 'Add new FBA identity' function to work, the user must have an address set in their properties.

If there is no valid email address specified then this error message will appear.  

2. Solution

To resolve this issue, go to the user's record in the Staff or Contacts screen and ensure that a valid email address is set.

If the user already has a valid email address listed, check the service log on the application server and check for possible SMTP errors.

3. Other causes:  SMTP errors

Sometimes, the mail server itself will return an error (e.g. for login or relay)

SMTP errors might be shown in the desktop application, service log or Robot log (for more information in locating logs, see Log file locations and settings).

Below is an example of a relay error:

Mailbox unavailable.  The server response was: 5.7.54 SMTP; Unable to relay recipient in non-accepted domain.

The text of the error message will describe the cause.

The key point with SMTP relay error messages is that they are generated by the SMTP server, and that our application is reporting the error that it's receiving from the mail server.  Your mail server support team must locate and resolve problems within the SMTP system.