Workflow Email Alert Notifications Not Being Sent, Error: "error while sending email...The server response was: 5.7.1 unknown address"

(Doc ID 1553602.1)

Last updated on NOVEMBER 15, 2016

Applies to:

Primavera Portfolio Management - Version 8.0 and later
Information in this document applies to any platform.
Currency Check Nov 15, 2016

Symptoms

When attempting to generate an email alert notification, in response to the enabled user configuration "Receive copy of workflow tasks as email" (User-Contact Tab) an error occurs and the email is not sent.

Select "Receive copy of workflow tasks as e-mail" if this user is to receive email notification of any workflow responsibilities (as a Workflow/Step Manager or Task Performer). If checked, this user is sent an email notification of any workflow tasks, in addition to those appearing in the Guide pane.

Here is the error generated in the prosight.log (email is not sent):

ERROR
-----------------------
error while sending email
System.Net.Mail.SmtpException: Transaction failed. The server response was: 5.7.1 unknown address
  at System.Net.Mail.MailCommand.CheckResponse(SmtpStatusCode statusCode, String response)
  at System.Net.Mail.SmtpTransport.SendMail(MailAddress sender, MailAddressCollection recipients, String deliveryNotify, SmtpFailedRecipientException& exception)
  at System.Net.Mail.SmtpClient.Send(MailMessage message)
  at ProSight.Portfolios.Infrastructure.SystemObject.psMail.send(MailMessage iMail)
  at ProSight.Portfolios.Infrastructure.Misc.psContext.psContextHandle.sendEmails(Boolean iTranCommitted)
&lt/Exception&gt

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Assign user a workflow responsibility (as a Workflow/Step Manager or Task Performer)
2. Enable and execute workflow
3. Email is not generated and error produced in prosight.log

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot receive email alert notifications for workflow responsibilities.

Cause

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