Email Address looking at Previous DNS server.

We changed internet service providers from "logix" to "windstream".  Logix has completely deleted us.  Windstream has changed our "mx record".

Almost all of our customers are sending/receiving email from us without issue.

However there are a few that are getting kick backs when sending us email.

The kick back message indicates that they are trying to go through the previous "logix" server.  I had them delete the email address from their address book and set it up again.  And they still get the kick back referencing the "Logix" server.

Contacted Logix and they said all routing to them has been deleted.

Contacted Windstream and they said all is right on their end including the "mx record".

For this reason I believe that "logix" is somehow embedded in the senders address book for this email address via their mail server.  

The domain name for the email addresses did not change.  The location of the domain did change and obviously all is right in this world as most of the emails are coming/going as they should.

Attached is a copy of the kick back.
Email-Kickback.pdf
dpacsupportAsked:
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Nick RhodeIT DirectorCommented:
If this was recently updated it can take up to 24 hours for the records to fully update.
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Henk van AchterbergSr. Technical ConsultantCommented:
When DNS changes it takes some time.

your MX records are ok:

root@nix:~# dig mx printedd.com

; <<>> DiG 9.9.2-P1 <<>> mx printedd.com
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 32971
;; flags: qr rd ra; QUERY: 1, ANSWER: 4, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 512
;; QUESTION SECTION:
;printedd.com.                  IN      MX

;; ANSWER SECTION:
printedd.com.           19176   IN      MX      110 mx3c25.carrierzone.com.
printedd.com.           19176   IN      MX      120 mx4c25.carrierzone.com.
printedd.com.           19176   IN      MX      10 mx1c25.carrierzone.com.
printedd.com.           19176   IN      MX      100 mx2c25.carrierzone.com.

;; Query time: 7 msec
;; SERVER: 8.8.8.8#53(8.8.8.8)
;; WHEN: Thu Oct  3 20:42:47 2013
;; MSG SIZE  rcvd: 145

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When someone is sending you an e-mail this is what happens:

1. e-mail is submitted to their mailserver
2. the mailserver looks up the MX record for the domain name (and this is cached for some time).
3. the mailserver tries to deliver the message to the server in the mx record starting with the lowest MX record.

Are the problems just today or are they lasting for multiple days now?
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dpacsupportAuthor Commented:
We switched over 3 weeks ago.

It is only a handful of our customers having this problem.  However, they are large corporations and I am wondering if it is their email system not updating the servers with the latest records.
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dpacsupportAuthor Commented:
Yes to the question has it been happening for several days with these handful of customers.  They have not been able to submit emails to us since the change over.
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Henk van AchterbergSr. Technical ConsultantCommented:
well, you can ask those companies to perform the following commands:

nslookup
>set type=mx
>printedd.com

and post the output.

If possible this should be done as close to the sending mail server as possible.
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dpacsupportAuthor Commented:
I did "nslookup" on my workstation.  See Attached Jpg.

How does this tell me which dns server it is attaching to?

Before I talk with the customer I would like to know a little more.
Printedd-Com.JPG
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Henk van AchterbergSr. Technical ConsultantCommented:
when you open nslookup it says the dns server you are querying.

you can change the server with the "server x.x.x.x" command. for example:

>server 8.8.8.8

this will use the google dns server for queries.

if they get a different output from what you get then issue these commands on the customer side and post the output:

> set type=mx
> set debug
> printedd.com
Server:  google-public-dns-a.google.com
Address:  8.8.8.8

------------
Got answer:
    HEADER:
        opcode = QUERY, id = 4, rcode = NOERROR
        header flags:  response, want recursion, recursion avail.
        questions = 1,  answers = 4,  authority records = 0,  additional = 0

    QUESTIONS:
        printedd.com, type = MX, class = IN
    ANSWERS:
    ->  printedd.com
        MX preference = 110, mail exchanger = mx3c25.carrierzone.com
        ttl = 16563 (4 hours 36 mins 3 secs)
    ->  printedd.com
        MX preference = 120, mail exchanger = mx4c25.carrierzone.com
        ttl = 16563 (4 hours 36 mins 3 secs)
    ->  printedd.com
        MX preference = 10, mail exchanger = mx1c25.carrierzone.com
        ttl = 16563 (4 hours 36 mins 3 secs)
    ->  printedd.com
        MX preference = 100, mail exchanger = mx2c25.carrierzone.com
        ttl = 16563 (4 hours 36 mins 3 secs)

------------
Non-authoritative answer:
printedd.com
        MX preference = 110, mail exchanger = mx3c25.carrierzone.com
        ttl = 16563 (4 hours 36 mins 3 secs)
printedd.com
        MX preference = 120, mail exchanger = mx4c25.carrierzone.com
        ttl = 16563 (4 hours 36 mins 3 secs)
printedd.com
        MX preference = 10, mail exchanger = mx1c25.carrierzone.com
        ttl = 16563 (4 hours 36 mins 3 secs)
printedd.com
        MX preference = 100, mail exchanger = mx2c25.carrierzone.com
        ttl = 16563 (4 hours 36 mins 3 secs)
>

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dpacsupportAuthor Commented:
To correct this problem:

1)  Delete the email address from the address book.

2)  Set up the email address as new and when Outlook or Other Mail AP "autofills" the email address - DELETE THE AUTOFILL - and key in the email address manually.  This will force the routing to the new server.
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dpacsupportAuthor Commented:
This solution solved my problem and has been tested to be accurate with several customers.  Thank You.
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