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Cannot receive email with Outlook and Exchange 2003

Posted on 2010-01-07
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Last Modified: 2012-05-08
I have a user that can send mail all right but cannot receive any mail with that user name.  I deleted her account on the server and removed exchange from her mail settings in Outlook 2003.  I recreated her account using the same address and setup her Outlook again with the exchange settings.  I send a test message to her from my AOL account and she never receives it.  I send a test message from her Outlook to my AOL account and I receive it.  If I reply to it, she never receives it.  Any ideas???
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Question by:captjcret
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by:shauncroucher
ID: 26202474
Do you get a non delivery report?

Can you see the message using Outlook Web Access?

If so, look at Outlook rules, see if it is deleting it.

Can she email herself and can another local network user email her?

Turn on Exchange message tracking and see if the message is received by Exchange.

Shaun
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Author Comment

by:captjcret
ID: 26202549
There is no non delivery report. I cannot see the message in Outlook Web Access. She can email herself and other users can email her in-house so exchange must be receiving the message.
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by:shauncroucher
ID: 26202578
Check message tracking to see if Exchange ever gets the externally sent mail.

Have you checked the email address that hotmail is trying to email, does the user have a valid external address, its not username@domain.local or anything? This would allow internal use but not inbound.

If you don't receive a non delivery report then somewhere this email is being silently dropped or is delayed for some reason.

Shaun
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by:Manpreet SIngh Khatra
ID: 26202610
Lets not go to AOL .... if she sends a self mail does she receive what if an internal users send a mail ??
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by:Manpreet SIngh Khatra
ID: 26202618
Did you try from Yahoo, Gmail or Hotmail and check ??
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by:Bah10da
ID: 26202696
This can be caused by an alias name that is different than the username.
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by:shauncroucher
ID: 26202728
There is no problem at all having an email alias that does not match the account username.

Shaun
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Author Comment

by:captjcret
ID: 26202733
The address is e.byerly@bnslawyers.com I get the same results emailing her from my office using my pop account so it doesn't seem that it matters what platform I use to email to her address.
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by:shauncroucher
ID: 26202781
You need to look at message tracking on the Exchange server. If it doesn't show the reply, then it is likely to be Anti-Spam somewhere dropping the message.

I've tested the email against your server and it does recognise the address as valid. Can you look at the header of the incoming message from e.byerly and see check that the reply-to address is e.byerly@bnslawyers.com

Shaun
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Author Comment

by:captjcret
ID: 26202791
Interesting,  I created an alias for her called edna@bnslawyers.com and that works.  She received my test message. ????
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by:Manpreet SIngh Khatra
ID: 26202833
Did you check what all email address are assigned to her or just take a LDP dump of affected and a good user compare them and try to fix the issue ..... maybe we can find the resolution

Open a command prompt type in LDP
On the LDP tool do
Connections -> Connect and hit OK
Connections -> Bind and hit OK
View -> Tree and hit OK

Go to the OU where we have the users and take their Dumps and compare
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Expert Comment

by:shauncroucher
ID: 26202834
Check on her account that she has the e.byerly@bnslawyers.com  applied to her account.

Also, use telnet to the Exchange server from outside the organisation:

Note you cannot use backspace or delete when using telnet, if you make a spelling mistake, start the command again after the error is generated.
 
1) Use mxtoolbox.com to find the MX record of your mail server. So to find the mailserver for bbc.co.uk, type bbc.co.uk in the MX Lookup box.
make a note of the hostname (or one of the multiple hostnames) returned.
2) from your workstation outside the org;
 
Open command prompt and type the following:
 
telnet [HOSTNAME RETRIEVED IN STEP 1] 25
[Wait for 220 response]
 
EHLO [YOUR_DOMAIN_NAME_HERE]
[Wait for 250 response]
 
MAIL FROM:<your external email address>
[Wait for 250 response]
 
RCPT TO:<e.byerly@bnslawyers.com>
[Wait for 250 response]
DATA
[Wait for 354 response]
This is a test message
.
(note the dot on its own to end the session)
 
You should now get a message that the email has been queued for delivery.

Check is she gets it.

Shaun
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by:Manpreet SIngh Khatra
ID: 26202849
Try manually creating this email and send a mail
ebyerly@bnslawyers.com
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Author Comment

by:captjcret
ID: 26202961
I created an email address for her ebyerly@bnslawyers.com and it works perfect.  By excluding the period in the address the problem is gone.  Hopefully this is an acceptable solution for her.  I don't think the old address ever worked correctly.
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by:shauncroucher
ID: 26203000
I can't think why the period would cause a problem, but it may be that the other AD object has the same alias and this is interfering.

Shaun
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by:Manpreet SIngh Khatra
ID: 26203168
me too as periods are often used in a lot of environments ..... is there some AVor 3rd party used in the Mailflow process ... maybe that something onthe firewall settings
Surely as mails internally was working so there was no issue from Exchange server side ...... i think that something on the Firewall orsomething in front holding and then sending mails to the server is the issue
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Author Comment

by:captjcret
ID: 26203179
I looked at all of the AD objects and can't find anything that has the same address.  
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Author Comment

by:captjcret
ID: 26203210
The firewall is set to have no exceptions.  If it was a firewall issue it seems to me the message would be sent back as undeliverable.
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by:Manpreet SIngh Khatra
ID: 26203897
cant say but if users can internally send then its not Exchange and havnt seen anything as such so something surely on the Firewall i can say ....
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Expert Comment

by:shauncroucher
ID: 26208109
Your exchange server accepts the message for e.byerly@bnslawyers.com, and you get no bounce back so either the message is being silently dropped OR it is being delivered to an object. does it get seen in message tracking, this is the tool to use to see if the message gets delivered to a local store?  

Shaun
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Author Comment

by:captjcret
ID: 26211200
I have never used the tool.  Where is it located?
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Expert Comment

by:shauncroucher
ID: 26211722
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Accepted Solution

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captjcret earned 0 total points
ID: 26305183
Removing the period in the email address fixed the problem and the customer has accepted it as a solution.  Thanks for all your help
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