shared mailbox cant receive external email or be opened in outlook

we are running exchange online and onprem however we have all mailboxes migrated
we still keep on prem exchange for management relay etc
when we create a new shared mailbox online it cant receive external email and when users are given delegate access they cant open it in outlook and the inbox cant expand
the only way it works is to create the shared mailbox on prem then migrate it to the cloud
this is a lot of extra work and time
is there a better way
can this just be created online
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:
In general you should have no issues with either cloud-created or migrated shared mailboxes. Can you provide more info on any error messages you are seeing, such as the NDR when sending mail or the Autodiscover query results? Where are you MX and autodiscover records pointing at? If they point on-premises, you will need to have a recipient object representing the shared mailbox there, be it a mail user or contact or whatever. Or you can just create the shared mailbox using the default domain.
dougdogAuthor Commented:
it says the mailbox cannot be found
autodiscover is pointing internal
mx records are at our mail filtering company
Vasil Michev (MVP)Commented:
So you most likely need to have an object representing the newly created mailbox on the mail filtering company side, right? How are you provisioning those? Did you try with the address?
Simplify Active Directory Administration

Administration of Active Directory does not have to be hard.  Too often what should be a simple task is made more difficult than it needs to be.The solution?  Hyena from SystemTools Software.  With ease-of-use as well as powerful importing and bulk updating capabilities.

dougdogAuthor Commented:
but we need it to accept mail on
timgreen7077Exchange EngineerCommented:
if your MX record is pointing to your 3rd party hosted company, where is the 3rd party pointing, are they pointing to your on-prem exchange or O365?
dougdogAuthor Commented:
they are pointing at hosted
timgreen7077Exchange EngineerCommented:
By hosted, I'm guessing you mean that your inbound mail 3rd party company is pointing to O365. If that is the case then the shared mailbox should receive mail just fine from external domains, but if your 3rd party inbound company is pointing to your on-prem exchange then you may need an AD object mentioned by @Vasil Michev (MVP) for the shared mailbox so that your on-prem exchange will know where to send the mail.
dougdogAuthor Commented:
no sorry 3rd party is pointing at our firewall and internal exchange
Vasil Michev (MVP)Commented:
Wherever it's pointing, the idea is that you need to have a valid recipient object for it, otherwise mail will probably be rejected. This should easily be verified by checking the actual NDR message received, if any, or doing a message trace.
timgreen7077Exchange EngineerCommented:
oh ok, then you will want to create an mailuser object or contact for that shared mailbox so exchange will know where to send it.
Follow Vasil Michev initial advice and that should correct your issue.
dougdogAuthor Commented:
so i just need to point now at 365 since all mailboxes migrated?
timgreen7077Exchange EngineerCommented:
yes you can point your 3rd party to O365 and that will also correct this issue. that way your on-prem exchange will not get involved. you can also just point your MX record to o365 and not use the 3rd party company. either way.
dougdogAuthor Commented:
and if i dont i need to create it on prem first?
are there any gotchas i need to know about before changing
timgreen7077Exchange EngineerCommented:
correct. just know where your mail is routing now. no major gotchas. i would definitely do it over a weekend or during a change window. real simply change though.

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
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

From novice to tech pro — start learning today.