Link to home
Create AccountLog in
Avatar of Mark Olivier
Mark OlivierFlag for United States of America

asked on

Email from one company not arriving

I switched a client company to Rackspace email last week, but my client company, smithfoods.com, does not receive email from one particular company, easyreporting.com (both names fictitious).  The domain registrar is Network Solutions.  The previous email provider was EarthLink for business.  It's been a full week since I changed the MX records, so it should have propagated by now.

I spoke with tech support at easyreporting.com, the guy that runs the Exchange server, and he says when they send mail to any address at smithfoods.com, it ends up being directed to EarthLink, the previous email provider, instead of Rackspace, the current email provider.  So it seems there is root name server on the internet that has not been updated - at least that's my best guess.  He sent from his own computer, which has never sent to smithfoods.com before.  I've seen before where the auto-saved address in Outlook will sometimes remember the old settings, but that can't be the case in this scenario.

So my questions are:
1- Is there a way to force a re-propagation of the MX records?  
2- Am I off-base in my assumptions and there might be something else causing this?
3- Can anyone offer a idea of what else might be causing this.

Thank you in advance for any info you can provide.
ASKER CERTIFIED SOLUTION
Avatar of Adam Brown
Adam Brown
Flag of United States of America image

Link to home
membership
Create an account to see this answer
Signing up is free. No credit card required.
Create Account
Avatar of Mark Olivier

ASKER

Adam, thank you for the ideas.  I'll offer these suggestions to the other tech tomorrow and will update this post when something changes.
Adam,
the company that we could not receive emails, from, easyreporting.com, also has their domain registered with Network Solutions, but their DNS is hosted by Deltacom, who was bought out by EarthLink for business.  I had several conversation with Easy Reporting's Exchange Server tech, who grudgingly agreed to bring the problem to EarthLink after I explained the possible issues (that you pointed out) and the fact that it was almost certainly an issue with his server settings or the DNS servers he was using.

It turns out, this company, easyreporting.com, did not use EarthLink's DNS servers, and instead stayed with Deltacom's DNS.  Since I'm not an EarthLink customer, they would not deal with me directly, but the tech told me it was an EarthLink issue, that they didn't have something set up right.  But I'm guessing it is more likely that Deltacom's DNS servers were no longer being updated, as EarthLink probably asked Deltacom customers to switch to their DNS servers at the time of the buyout.  That's just my guess.  The tech told me EarthLink fixed the issue without explaining exactly what it was, but I'm guessing he probably just changed his DNS servers to EarthLink instead of the outdated Deltacom DNS servers.  

Whatever it was - it is now resolved.  Thank you for your assistance.  Without it, I wouldn't have known to apply pressure to Easy Reporting to get THEIR problem resolved.