SMTP traffic failing after change of ISP

We cut over to a new phone and internet provider yesterday. We use Office365 for our email and we have a connector setup in Office365 to recognize SMTP traffic and a rule on our firewall to allow that traffic. We changed the IP addresses in the 2 spots in Office365 Connector and one other place. No SMTP traffic is moving- Scan to Email- applications that send alerts and application that have email functionality built in have all stopped working. Email is flowing just fine otherwise- just nothing that relies on straight up SMTP service.

We have opened a ticket with Microsoft but I with this much functionality missing- some of them critical- I was proactively hoping that I might find some help here.
Rob HayesDirector of ITAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Vasil Michev (MVP)Commented:
Well, any particular error messages? Did you check the logs on the SMTP appliance, have you run message traces?
Rob HayesDirector of ITAuthor Commented:
the copiers don't really say anything other than cannot reach destination
I am sure the application log on our primary application which is VIsta by Viewpoint but that normally is something I have to get support on the phone for them to look at- we have a ticket in with them as well

A Microsoft message trace for the address we use predominantly on out devices to scan to email actually shows one out of the 30 we tried as having been delivered but we did not get it .

I still think its on the Microsoft end but its really weird that one message actually shows having gone through-
Rob HayesDirector of ITAuthor Commented:
Microsoft is blocking- anyone know how to expedite getting fixed?
Become a CompTIA Certified Healthcare IT Tech

This course will help prep you to earn the CompTIA Healthcare IT Technician certification showing that you have the knowledge and skills needed to succeed in installing, managing, and troubleshooting IT systems in medical and clinical settings.

The changes in o365 are NOT instant. When did you update the IP addresses in the Inbound connector?  It could take 4-8 hours before the changes are got recognized .
In a meantime, your systems are trying to connect and get blocked because of the number of attempts made.
Also, double check that the new addresses from the new ISP are correctly defined in o365 inbound connector and in your firewall
Rob HayesDirector of ITAuthor Commented:
its been close to 24 hours- all the settings are correct on the office 365 side as are firewall- all as I described in the first question- it has been diagnosed as being blocked by Microsoft so 24 hours should be plenty of time.
Todd NelsonSystems EngineerCommented:
These might be a questions that have already been answered but I'll ask anyway whether relevant or not...

  • What IP address(es) do your printers have set up for SMTP (public or internal)?
  • Did you happen to re-run the HCW?
  • Did you update your TXT record for SPF and A records to include the new IP address(es)?

Double-check to ensure your receive connectors for SMTP relaying are configured properly ...
Rob HayesDirector of ITAuthor Commented:
none of this is applicable because we use office 365- the issue is that Microsoft is blocking the SMTP traffic because it is a different IP address- i have uploaded a screen shot of confirmation of this- all of the settings that need to be changed on our side have been done. Just need Microsoft to unblock it. Dont know how to escalate that. We have 2 tickets open. Its causing a really big issue with applications and processes.

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
Todd NelsonSystems EngineerCommented:
Ok.  So, no hybrid.

Are your MFPs configured with an FQDN as the target or an IP address?  It looks like your testing tool is but not clear of the appliances.

Is it really necessary to authenticate when sending via port 25?
Rob HayesDirector of ITAuthor Commented:
it was not yesterday- so we are trying everything we know how to come up with a way to get around the block. Before the ip address change we only had the connector in Office365 and the rule in our firewall to make it work. the test was done to try and figure out where the issue was and it told us that Microsoft is blocking us. FQDN to answer your question above
Rob HayesDirector of ITAuthor Commented:
no one had a solutions
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Office 365

From novice to tech pro — start learning today.