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One user mailbox can't receive outside email

Using SBS2003 server.

Location with around 40 users.  Email system has been working fine for a year.  Suddenly only one user account can't receive email from outside sources.  He can send ok, He can receive internal emails ok, but nothing makes it in from the outside.  All other users can receive outside email ok.  The emails do not reject back to the sender so I have no tracking or troubleshooting paths to follow.  

I tried stopping and restarting Exchange services.  I then tried a complete server reboot.  No help.

Any insight would be appreciated!

Thanks,
Brent
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otaluke
Asked:
otaluke
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1 Solution
 
Roshan25Commented:
If you send and email from the inside to the outside and reply to the same email does that work?
You can enable logging on smtp and look at your smtp log to see what happen to the email after it was sent to the queue.
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otalukeAuthor Commented:
If I send it outside and then reply back to the same, it does not work either.

I will try to enable logging to see if I can find a trace of it.  Will let you know.

Thanks
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ksharma4Commented:
1. Check for the same mailbox properties - If any delivery restriction has been set by mistake!!

Mailbox properties - Exchange general - Delivery Restrictions.

2. When you send mail from that particular mailbox, does that mail stuck in the outbox?? Try tracking the message if it's not there...

Thanks
Kunal
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aa230002Commented:
As its just a single user issue. I would suggest you to take the backup of his mailbox using Micrsoft Outlook (into a .pst file) and then, delete the mailbox, purge the mailbox also and then recreate the mailbox.
wait for RUS to stamp the email address back and things should be fine.
Otherwise, delete and recreate the user account with mailbox itself. and finally put the .pst back to mailbox using Outlook client or ExMerge.

Thanks,
Amit Aggarwal.
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SembeeCommented:
Message tracking would be a better option here. See what Exchange is doing with the message.
Also make sure that the user doesn't have any kind of views on their mailbox that could be hiding messages.

Simon.
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otalukeAuthor Commented:
Lots of input, thanks.

ksharma4: No delivery restrictions.  Outgoing email does not get stuck, goes out perfectly every time.  Just incoming problem with external domains.

aa230002: I've considered doing the save and delete/create the mailbox, was hoping to find the true problem and correct it... but will take your advice if it comes down to it....
What did you mean by "wait for RUS to stamp the email address back and things should be fine."


Sembee: Hey there, appreciate all your help in the past :)  I haven't looked at his views yet, good thought.  I can't think of a view that would only block outside emails, but I will definitely look at that.  I haven't had a chance to turn on any message tracking yet, I will log in to their system right now and do so... any advice on where to turn on tracking that would help in troubleshooting incoming emails?  I will go there now and hunt and peck, if I fail, I'll look back here to see if you've had a chance to reply.

Thanks all,
Brent
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aa230002Commented:
RUS mean Recipient Update Service, Its the service responsible to stamp email address on the user. Once you will delete the mailbox and recreate the mailbox for the user. User will not have the email address, but you will have to wait for sometime and this RUS service will stamp the email address on the user and then, after replication, user should start getting mails.

Thanks,
Amit Aggarwal.
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otalukeAuthor Commented:
Update:

I've enabled tracking and I'm looking at the raw tracking logs (I don't know if there is a better method).

I sent two messages from the outside about 2 minutes apart.  One made it through the other did not. (The only outside email that has made it through in 3 days)  I looked at the raw tracking logs.  Both messages are in the logs and they look identical, nothing to me that would stand out as why one made it and the other didn't.

Looks like each message shows up in the logs 7 times, each with a different Event-ID:  1019, 1025, 1024, 1033, 1036, 1023, 1028
Is that significant?  The last one, 1028 always has a bit of different info than the first 6.  But the one that made it looks like the one that didn't.

I am checking for received messages from both the Outlook client and also through OutlookWebmail.

This next piece of info has me a bit baffled but I'm now not sure if it's just my mind playing tricks on me or not.  Before I started troubleshooting an hour ago, I looked at his Outlook Webmail and it looked like he had received about 20 emails this morning from the outside, I assumed rebooting the server last night fixed it.  I called him and had him look at it with his Outlook client.... and there were no new messages there.  I looked with OWA again and no new messages there.  Either I imagined there were new messages there or confused it with the other 3 things I'm doing at the same time.. OR  there were messages there and now there are not.... if that stands out to anybody as something they've seen before, give me some advice... otherwise I'll mark that up to me being crazy :) Some kind of sync problem???

Thanks,
Brent
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SembeeCommented:
You don't have to look at the raw logs. Exchange has a tool built in. It is called the Message Tracking Center and is in Tools in ESM. Much easier to see what is happening.

This is starting to look like a client issue.
I would check that Outlook is not configured to deliver the messages to a personal folder. I would also ask the user if he has configured anything else to sync with email - a PDA for example.
Another way of shaking things out is to change the user's password. If something else is pulling the email out, then it will quickly lock the account out.

Simon.
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otalukeAuthor Commented:
Sembee... Excellent... Let me go take a gander at the Message Tracking Center... and I like the change the password idea as well :)

Will get back to ya
Brent
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Roshan25Commented:
If there is a client issue you can rule this out by login to the domain as a domain admin; using outlook to create a new profile and connec to the user mailbox. This way you can send and recieve mail as the user. If this works you can easily drop the user outlook profile and recreate it.
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otalukeAuthor Commented:
Sembee:  I changed the password and I've been able to receive several outside emails.  Seems maybe someone was poping his emails elsewhere.  I also disabled POP access on his account since he isn't using it that way.  He doesn't know who might be doing it or even how to set up the pop email.  We're going to monitor it and see if it keeps working and then see if anybody squawks to him about their pop email not working...  :)

Sembee, you the man!

I'm going to leave this open for a day or two to monitor it and then close it out.

Thanks again,
Brent
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Roshan25Commented:
One thing you can try also:
Delete the mailbox, go to the exchange system manager, run the Clean Up Agent on the Mailbox store where the user is located. You should see a red X on the mailbox, then you can right click and choose reconnect, this will allow you to reconnec the mailbox to the user account, in turn recreate the X500 and the smtp addresses....
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Roshan25Commented:
ment x400...:-)
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otalukeAuthor Commented:
Well, still a problem.

After the password change I seemed to get a few outside messages, but none since.  Coincidence?

I've logged on to a different console and with this user and same problem.

Tracking logs are identical for the messages that make it through and the ones that don't.
I was confident someone/something else was pulling down the messages, but with the password change, I guess not.

I'm going in this morning to delete and recreate the mailbox (saving data first).  I'll post back this afternoon.

Brent
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Roshan25Commented:
If you going to delete the mailbox...try reconnect the mailbox from the System Manager before you purge the mailbox. This avoid having to import the information again.
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otalukeAuthor Commented:
Tried deleting the mailbox and then reconnecting.  No help.

I then deleted the mailbox, purged it, clean up, etc.... then recreated mailbox for user.  No help.

Lastly I completely deleted the users account (after saving all pertinent data).  Recreated his account.  So far so good.  Another day of testing should be the proof.

Will update tomorrow evening.

Thanks,
Brent
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otalukeAuthor Commented:
Sorry for the non response, didn't realize it was still open.

The only solution was to completely delete the mailbox, purge it, and recreate it.

All attempts at tracking the problem, or partially deleting the mailbox were unsucessful.

Thanks for all the help
Brent
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