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Reciepent not recieving email:Exchange 5.4.6

Posted on 2008-10-16
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Last Modified: 2013-11-30
I have a user that needed multiple modifications to her email address and display name:

Originally the name would display as "Smith, Jane". Her email address was jsmith@abc.com.
She needed her name to display "Smith Jones, Jane". Her email addres to change to jjones@abc.com. But to have jsmith@abc.com also send to her new account(jjones@abc.com)

To do this in Active Directory I changed:

Her Display Name to "Smith Jones, Jane". Her email address to jjones@abc.com. Added jsmith@abc.com to her smtp email-addresses.

Now some emails don't get to her. And the latest displayed the following error:
The following recipient(s) could not be reached:

     Smith, Jane on 10/16/2008 12:42 PM
            A configuration error in the e-mail system caused the message to bounce between two servers or to be forwarded between two recipients.  Contact your administrator.
            <ABCEXCH.abc.com #5.4.6>

It seems like it's trying to send to the old name associated with email address.
Any ideas on what causes this and how I can fix this.
Also, are there any tools or software that tracks emails that are sent or received? To see how far they make it or where they are stopped?
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Question by:mdoten
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Expert Comment

by:Andres Perales
ID: 22735111
so you just changed her display name, and added the second smtp address right? or you edited here orignal address to the new change then added the old email address as a new one?
If you enable message tracking on your exchange server then you can use the message tracking tool that is built into exchnage.
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Expert Comment

by:gupnit
ID: 22740018
Hi,
You will have to delete the NK2 file on the the user who is getting this error while sending.
I assume that RUS has been run and GAL has been updated. Please verify that via OWA it is getting delivred suceessfully.
Let me know.
Thanks
Nitin
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Author Comment

by:mdoten
ID: 22740394
peralesa,

I changed her display name. I believe I edited the email to her new one then added the old one as a second. The new email address is the primary(black bold) in active directory.

What is the overhead or potential risks with enabling message tracking on the exchange server?
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Author Comment

by:mdoten
ID: 22740419
gupnit,

Sorry, I'm far from an exchange expert. What is the NK2 file? What is RUS and GAL?

For OWA, you believe that if the user that I have changed her email address logs into OWA to recieve her email that there won't be an error when users are sending to her?
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Expert Comment

by:gupnit
ID: 22740432
You have 2 email IDs configured for the user. right?
Oh by the way, please remove forwarding from the user properties...I believe that is still enabled.
Thanks
Nitin
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Expert Comment

by:gupnit
ID: 22740450
I belive you check for forwarding first, then I will answer your query on " What is the NK2 file? What is RUS and GAL?"
Cheers
Nitin
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Author Comment

by:mdoten
ID: 22740773
Nitin,
When you say 2 email IDs, do you mean 2 email addresses or is it something else?

Currently the email address isn't forwarding to anyone under Exchange General > Delivery Options in Active Directory. Is this what you mean by remove forwarding?

Again I apologize for my lack of understanding in Exchange.
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Expert Comment

by:gupnit
ID: 22740963
No Issues....thats why you are asking questions it is ok...!!
I mean 2 email address (SMTP) for the user.....! OK so no forwarding is enabled
NK2 File is a file located in Outlook Folder in users PCs, see when you type a mail to a user (one you had sent earlier) you will see it automatically appears in To/cc field...right, it is due to fact that it is cached in NK2 file. Delete the file and try again ---- it is located in c: or D:\Documents and Settings\USER\Application Data\Microsoft\Outlook
Do not worry it will; be recreated
Let me know what you get
Thanks
Nitin
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Author Comment

by:mdoten
ID: 22741027
Thanks for the help. With my little Exchange knowledge this is what I expected the problem was, but was hoping it wasn't. Because the users sending emails to her aren't part of my organization and are in many difference places. Is this the only way to fix the problem? Or is there another solution because this one would be almost impossible to fix.

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Author Comment

by:mdoten
ID: 22757330
I was wondering if there was any other way to handle this? As it would be impossible to delete the other users NK2 files as they don't work at my organization.
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Expert Comment

by:gupnit
ID: 22757445
If they are out of your org, then how come are they sharing the same Exchange Org !
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Author Comment

by:mdoten
ID: 22757498
The user believes this is happening when both people in and outside the organization email her. I have asked her if this is actually the case or if it is only from the inside. Would it be possible if it were happening with people outside of the organization?
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Author Comment

by:mdoten
ID: 22777210
I was wondering if there was anymore ideas or solutions on this?
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Expert Comment

by:gupnit
ID: 22779395
Hi,
Can you please confirm the location of user in terms of "CN=Gates Bill,OU=Contoso,DC=microsoft,DC=com"
And compare it to some other user...I am sure that could be the reason
Cheers
Nitin
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Author Comment

by:mdoten
ID: 22781165
Again, I'm not sure where to find the values for CN, OU, DC. Where would I find those?
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Author Comment

by:mdoten
ID: 22787271
Any further information as to where to find those values?
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Expert Comment

by:gupnit
ID: 22788771
Here is an article to give you a good understanding:: http://www.computerperformance.co.uk/Logon/LDAP_attributes_active_directory.htm
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Author Comment

by:mdoten
ID: 22812607
Problem User(Smith Jones, Jane):
CN: Jane Smith
OU: Users
DC: ABC
DC: Com

Correct User(Stevens, Tom):
CN: Tom Stevens
OU: Users
DC: ABC
DC: Com

If the only way to get this to work is to delete the NK2 file, will that delete all of the cached email address. See the attached picture of Outlook in the link below for example of cached email addresses:
http://www.groovypost.com/howto/microsoft/outlook/clear-the-outlook-email-address-auto-complete-cache/
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Expert Comment

by:gupnit
ID: 22812692
Yes it will just remove the cached information only
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Author Comment

by:mdoten
ID: 22813917
Instead of deleting the file and eliminating all of the cached emails. Could we just delete the individual email Smith, Jane(jsmith@abc.com) from the cache in Outlook? Rather than deleting the whole file which will remove all of the emails that our cached
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LVL 32

Expert Comment

by:gupnit
ID: 22815420
I doubt if you can do that.....I mean I doubt if you can edit .NK2 file
Thanks
Nitin
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Author Comment

by:mdoten
ID: 22816442
I'm not saying edit the actual file. Would the same thing be accomplished if you did the first option in the article below:
http://www.groovypost.com/howto/microsoft/outlook/clear-the-outlook-email-address-auto-complete-cache/ 
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LVL 32

Expert Comment

by:gupnit
ID: 22816520
Hi,
Like I said deleting NK2 is the easier option....
I read that link....Honestly I have never tried deleting individual ones, if it works for you, great, then your life would be much easier :-)!
Congrats
Nitin
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Author Comment

by:mdoten
ID: 22821315
I will have her try it and let you know how it works
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Accepted Solution

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gupnit earned 500 total points
ID: 22821360
Cheers
Nitin
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