Entourage reply to AD contact gets bounceback

ddbla
ddbla used Ask the Experts™
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Hello,
I'm experiencing a strange error when replying to a contact in Berlin. If i send an email in outlook, we can send to the contact fine back and forth. But the same contact in entourage, i can send once fine, then when i reply, the email is somehow broken up into parts. the contact resides in a GAL and has an umlaut in the name. i believe this is causing confusion for Entourage on the reply. there is a bounceback saying the email does not exist.
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Commented:
The umlaut might be an issue if it is in the e-mail address. The display names come from resolving the name to an an address source (GAL, Contacts, LDAP). A couple of things I would troubleshoot.

Right click on the unrecognized contact and choose "Copy Address."  Paste that into a text field (the body of the message, text edit, etc) Check that the address that comes up is in the GAL and/or AD as a valid address for the addressee.

I noticed that the name is a single word. Is this how the names are listed in the GAL and/or AD? If not, this looks like a name that got resolved from a contact. If there is a contact entry for this user, remove it and see if it resolves.

Finally, can you access the GAL using Directory Service? In situations like this, I like to make sure that I can actually reach the GAL and then select the desired contact from there so I am not relying on cached information.

Author

Commented:
HI MC,

After right clicking on the addresses two are bogus and one is the actual email of the contact.
The umlaut is in the Contact name but not in the email address.
We use simple sync for contacts accross our offices. I will attach a photo of how the display name looks.  The user can access the GAL, and if I have him delete the entries and add the email from the GAL it does not bounce.


display-name.png

Commented:
In the contact, are the name elements separated by a comma or a period? I notice that the address breaks up right at those punctuation points.

Does the original message header display properly or is it split up as well? I guess I am trying to figure out a what point the address gets parsed out into separate sections.
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Commented:
I found these on the Microsoft site; http://www.officeformac.com/ms/ProductForums/Entourage/11798
http://www.officeformac.com/ms/ProductForums/Entourage/10422

One thing they suggest in there is to check the Internet Headers of the e-mail message. Let's take a look at the headers of the e-mail that you're reply-ing to.

It looks like Entourage doesn't parse display names well.

Author

Commented:
It looks like the name is separated by a commas in Display Name. As I look at other contacts in this OU they all have this convention. I believe you are correct that this is getting split up on the reply.

Attached is how the email looks when I pull from the GAL. I've copied and pasted the contact into the body to show it is correctly resolving an email address.
Picture-1.png

Author

Commented:
This shows fine in Outlook
yrdy.png

Commented:
If you notice, Outlook resolves the name one way and Entourage another.

Now I really want to see the Internet Headers for the message being replied to. When reading the message, if you go to Message > Internet headers a new window will appear. Pull out the information through the From address. For example

Received: from .com ([]) by
 ]) with mapi; Mon, 26 Oct 2009
 07:37:01 -0700
From:

Author

Commented:
Attached is the message header of the message

Author

Commented:
Received:  from LA-FrontMail.la.ddb.com ([10.40.40.105]) by LA-MAIL5.la.ddb.com with Microsoft SMTPSVC(6.0.3790.3959); Mon, 7 Sep 2009 00:11:06 -0700
MIME-Version: 1.0
Content-Type: multipart/related;
      type="text/html";
      boundary="----_=_NextPart_001_01CA2F8A.5DD96100"
Received:  from psmtp.com ([64.18.0.136]) by LA-FrontMail.la.ddb.com with Microsoft SMTPSVC(6.0.3790.3959); Mon, 7 Sep 2009 00:11:05 -0700
Received:  from source ([207.104.84.160]) by exprod5mx292.postini.com ([64.18.4.10]) with SMTP; Mon, 07 Sep 2009 00:11:05 PDT
Received:  from mail151-va3-R.bigfish.com ([216.32.180.114]) by ddbwestitmail.ddbwestit.com with Microsoft SMTPSVC(6.0.3790.3959); Mon, 7 Sep 2009 00:11:07 -0700
Received:  from mail151-va3 (localhost.localdomain [127.0.0.1]) by mail151-va3-R.bigfish.com (Postfix) with ESMTP id D07C214304FC for <Frank.Avendano@ddbwest.com>; Mon,  7 Sep 2009 07:11:02 +0000 (UTC)
Received:  by mail151-va3 (MessageSwitch) id 1252307460817344_26640; Mon,  7 Sep 2009 07:11:00 +0000 (UCT)
Received:  from eu1sys200aog110.obsmtp.com (eu1sys200aog110.obsmtp.com [207.126.144.129]) by mail151-va3.bigfish.com (Postfix) with SMTP id A0043B90053 for <Frank.Avendano@ddbwest.com>; Mon,  7 Sep 2009 07:10:59 +0000 (UTC)
Received:  from source ([62.206.228.194]) by eu1sys200aob110.postini.com ([207.126.147.11]) with SMTP ID DSNKSqSyA8fl7iaM8pEcLKnDI6baIu/ycPJb@postini.com; Mon, 07 Sep 2009 07:10:59 UTC
Received:  from 172.25.9.177 ([172.25.9.177]) by ddb-blnmail2.de.ddb.com ([172.25.1.9]) with Microsoft Exchange Server HTTP-DAV ; Mon,  7 Sep 2009 07:13:01 +0000
Content-class: urn:content-classes:message
Return-Path: <Carolin.Boettcher@de.ddb.com>
X-pstn-cm-addresses: from <Carolin.Boettcher@de.ddb.com> (approved)
x-mimeole: Produced By Microsoft Exchange V6.5
X-pstn-settings: 5 (2.0000:2.0000) s cv gt3 gt2 gt1 r p m c
X-pstn-addresses: from <Carolin.Boettcher@de.ddb.com> forward (user good) [854/55]
X-OriginalArrivalTime: 07 Sep 2009 07:11:08.0054 (UTC) FILETIME=[5F12CB60:01CA2F8A]
X-pstn-levels:     (S:99.90000/99.90000 CV:99.9000 FC:95.5390 LC:95.5390 R:95.9108 P:95.9108 M:86.6627 C:99.7951 )
X-pstn-attach-addresses: from <Carolin.Boettcher@de.ddb.com> (approved)
User-Agent: Microsoft-Entourage/11.4.0.080122
x-bigfish: vpaccept
X-pstn-neptune: 0/0/0.00/0
X-MS-Exchange-Organization-Antispam-Report: OrigIP: 207.126.144.129;Service: EHS
x-spamscore: 0
Subject: Re: Test from DDB Los Angeles
Date: Mon, 7 Sep 2009 00:10:57 -0700
Message-ID: <C6CA7EA1.45D%Carolin.Boettcher@de.ddb.com>
In-Reply-To: <4825D62AF828AB46A25A059CC23B5B51022B5E4A@LA-MAIL5.la.ddb.com>
X-MS-Has-Attach: yes
X-MS-TNEF-Correlator:
thread-topic: Test from DDB Los Angeles
thread-index: AcotlrhiLNtKrvVNTbC848JvrvcoHgB86AZX
From: =?iso-8859-1?Q?B=F6ttcher=2C_Carolin_=28Germany_-_DDB_Entertainment=2C_?=
      =?iso-8859-1?Q?Berlin=29?= <carolin.boettcher@de.ddb.com>
To: "Avendano, Frank" <Frank.Avendano@ddbwest.com>

Commented:
I see this:
    User-Agent: Microsoft-Entourage/11.4.0.080122

Is this actually Entourage 2004 (vice 2008)? (Just want it to be categorized properly)


Here's the problem element:
From: =?iso-8859-1?Q?B=F6ttcher=2C_Carolin_=28Germany_-_DDB_Entertainment=2C_?=
      =?iso-8859-1?Q?Berlin=29?=

I'm curious as to where this is coming from - bad GAL resolution or distortion from the SMTP relays?

Does the same thing happen to e-mail threads with users in the same office?

Author

Commented:
Hi MC,

I noticed that too, at the bottom of the header. As far as I know this does not happen to users within the same office.

I'm curious what a bad GAL resolution is.

Thanks!
Commented:
Bad GAL resolution (not an official term AFAIK) would be this: given an e-mail address (firstname.lastname@de.ddb.com) the display name is either returned from the Global Address List improperly or is parsed improperly by Entourage.

I just came across this from this site: http://www.experts-exchange.com/Networking/Protocols/Application_Protocols/Email/SMTP/Q_23899266.html 

While the question is not on point, the Microsoft article about configuring the Exchange Server might be applicable here.

Author

Commented:
Given that this is only occuring on one address, i'm not sure if i would like to create another mail connector with specific permissions. Thanks for all the info throughout. I will probably freak out later and make a change, but only until the user has me at gun point.

Until then, thanks!

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