KB20237: ‘Generic communication error at host xxx.xxx.xxx.xxx’ error occurs in the DELog file when emails are not delivered by MicroStrategy Narrowcast Server 9.x - 10.x

SYMPTOM:
Emails are not delivered to any recipients in Strategy Narrowcast Server 9.x - 10.x. This may occur even if Smart Host is correctly enabled for each device. If the Information Transmitter is configured to also save a copy of the email on disk, it will, however the email will still not be delivered to the intended recipient. The following error will appears in the DELog file:

'Generic communication error at host xxx.xxx.xxx.xxx'

 

After enabling SMTP logging, the following message appears in the SMTP log: 

HELO/EELO: Unable to verify that you are <machinename.machinename>

 
CAUSE:
One possible cause for this problem is that the machine was not configured with the fully qualified domain name.
 
ACTION:
Work with the Windows Administrator to have the Domain or DHCPDomain correctly configured on the machine.