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Only one user on our office 365 account can't send emails, goes straight to drafts folder, but does receive

Posted on 2016-10-17
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Last Modified: 2016-10-24
This only affects one user out of 50 we have for this domain.  Happens in outlook client, owa, and mobile devices.  Isolated to this one user.   Microsoft support no help... its been escalated to no avail.  If you try to send out from drafts still doesn't send.   We have removed the license and re-added to reprovision... that didn't work.   Maybe a permissions issue.. not sure.  Could really use some help.  thx
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Question by:mssantan
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5 Comments
 
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Expert Comment

by:Vasil Michev (MVP)
ID: 41847890
I'd strongly suggest to pursue the support guys until this gets escalated to a proper level, as it's most likely a server-side issue.
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LVL 7
ID: 41850779
You said you removed the license, but did you make a new mailbox? Mailbox might be corrupted, or....there is a problem with an email that is stuck somewhere in the mailbox. I have seen this before, an email can get corrupted/get super huge and it's hanging on for dear life. I would do a spot check on the current mailbox for very large emails with attachments (huge) and then also look for corrupted 0kb files, this is more common with IMAP but can happen with any platform.

Try the search first....
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Accepted Solution

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mssantan earned 0 total points
ID: 41850816
This issue has been resolved.  Was an issue on the backend where this particular email account resided in a database that was on a specific server with the transport service not running.  Once they restarted the service... he was able to start sending email again.   One of the problems with Hosted Exchange is we don't have the ability to look at these things ourselves.  Took 24 hours to get to the right person to look at this and fixed the problem in a minute.  frustrating.
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LVL 7
ID: 41850826
Always a 1 min fix! :)
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Author Closing Comment

by:mssantan
ID: 41856724
Microsoft issue on backend
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