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User unable to receive Email from one external address

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User unable to receive Email from one external address - 17.Oct.2007 4:46:04 AM

smmccarthy

Posts: 6
Joined: 18.Sep.2007
Status: offline

I have a problem where one user is unable to receive email from a particular external recipient. All other users in the organisation can receive email from them.

When i track the message in system manager i get the following results
13:59 SMTP: Message Delivered Locally to user@contoso.com
13:59 SMTP: Non-Delivered Report (NDR) generated.

It is not being blocked by junk mail filters in Outlook. It just seems to get deleted as soon as it reached the users local store.

Has anyone seen anything like this before. I have seen it happen to a couple of users in my company. Each time an email from an external user generates a NDR when sent to them but all other users in the company can receive email sent by the same person.

I am running Exchange 2003.

Post #: 1

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RE: User unable to receive Email from one external address - 17.Oct.2007 10:04:02 AM

uemurad

Posts: 5571
Joined: 7.Jan.2004
From: California, USA
Status: online

What does the NDR say (ask the sender to forward that information to you)? Post the results here if it doesn't make obvious your underlying issue.

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to smmccarthy)

Post #: 2

RE: User unable to receive Email from one external address - 17.Oct.2007 11:41:03 AM

smmccarthy

Posts: 6
Joined: 18.Sep.2007
Status: offline

Here is the NDR. I couldn't get anything from it.

From: Administrator
Sent: 11 Oct 2007 08:48
To: External User
Subject: Delivery Status Notification (Relay)
This is an automatically generated Delivery Status Notification.
Your message has been successfully relayed to the following recipients, but the requested delivery status notifications may not be generated by the destination.
user@contoso.ie

(in reply to uemurad)

Post #: 3

RE: User unable to receive Email from one external address - 17.Oct.2007 12:50:38 PM

uemurad

Posts: 5571
Joined: 7.Jan.2004
From: California, USA
Status: online

This looks like the message you get when you request a delivery or read receipt. It's really just a warning that the receiving system isn't allowing the response. Is the message getting through or not?

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to smmccarthy)

Post #: 4

RE: User unable to receive Email from one external address - 18.Oct.2007 7:28:57 AM

smmccarthy

Posts: 6
Joined: 18.Sep.2007
Status: offline

Thanks for getting back to me.

Thats the NDR the user receives. The message never arrives at the users inbox.

I never get the SMTP Store Driver message in message tracking to say that it has been delivered to the local store.

(in reply to uemurad)

Post #: 5

RE: User unable to receive Email from one external address - 18.Oct.2007 9:29:27 AM

uemurad

Posts: 5571
Joined: 7.Jan.2004
From: California, USA
Status: online

quote:

13:59 SMTP: Message Delivered Locally to user@contoso.com

This indicates the message was put into the mailbox. The question is, what happened to it? I put together my most common user experiences in this article:
http://exchangeguy.blogspot.com/2007/06/missing-messages-part-4.html
Have a look, let me know if it solves your mystery.

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to smmccarthy)

Post #: 6

RE: User unable to receive Email from one external address - 18.Oct.2007 9:55:31 AM

user001

Posts: 170
Joined: 2.Jun.2007
Status: offline

Indeed, you can look if the user have got rules, if it's empty you can export, clean using the switch "cleanrules" and export a new time.

In Outlook, when the user expand the menu "recover deleted items", he gets anything into?

< Message edited by user001 -- 18.Oct.2007 9:57:23 AM >

(in reply to uemurad)

Post #: 7

RE: User unable to receive Email from one external address - 18.Oct.2007 10:33:14 AM

smmccarthy

Posts: 6
Joined: 18.Sep.2007
Status: offline

Thanks for your suggestions guys.

I am almost 100% certain this is server side and not client side. I have previously gone through their outlook with a fine tooth comb and checked all the AD settings.
The email is not getting to the users store so I don't think any client side rules would affect this.

The last thing I tried was creating a new user account in AD and transferring the SMTP address of the problem user to the new account. They were still unable to receive emails.

Another reason i think it server side is that I know of 2 other users in the organisation who are having problems receiving emails in this way. In all cases the emails from external senders are from different companies and other users in my organisation can receive them.

(in reply to user001)

Post #: 8

RE: User unable to receive Email from one external address - 18.Oct.2007 10:54:33 AM

uemurad

Posts: 5571
Joined: 7.Jan.2004
From: California, USA
Status: online

What I'd do in this case is simulate the message transmission as if you were that outside source. You can do this with Telnet and SMTP commands. The way this works is that you connect to your own messaging environment on TCP port 25, just as any outside mail system would, manually issue the SMTP commands that the outside system would, and watch the responses. If you get all the way to the end of the transmission and get an acknowledgement that the message has been received, then it should show up in the logs of your environment.

I hesitate to say it will show up in Message Tracking only because the system in your environment that actually communicates with the Port 25 traffic may or may not be your Exchange server.

I have written up instructions for using Telnet at:
http://exchangeguy.blogspot.com/2007/06/using-telnet-to-simulate-server.html

If you are unsure about the procedure, or would like outside confirmation, please send me a private message with your actual domain name and a valid email address at that domain. I can test it independently and give you the results. I promise not to post any private information (I'll mask it out for public consumption).

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to smmccarthy)

Post #: 9

RE: User unable to receive Email from one external address - 18.Oct.2007 11:31:20 AM

smmccarthy

Posts: 6
Joined: 18.Sep.2007
Status: offline

I sent a message from the external senders address to the internal user using telnet and received the same NDR message in Message Tracking.

(in reply to uemurad)

Post #: 10

RE: User unable to receive Email from one external address - 19.Oct.2007 8:38:08 AM

uemurad

Posts: 5571
Joined: 7.Jan.2004
From: California, USA
Status: online

Did the telnet session respond with anything that wasn't OK?

Question - is the system that fields outside SMTP traffic an Exchange server? If so, is it the server on which this particular user's mailbox resides? Does the mail pass through any other systems/applications on its way to the user's mailbox?

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to smmccarthy)

Post #: 11

RE: User unable to receive Email from one external address - 19.Oct.2007 9:02:59 AM

smmccarthy

Posts: 6
Joined: 18.Sep.2007
Status: offline

There were no strange error message in teh Telnet session. It all seemed to go through without a hitch.
We have just the one Exchange server in the company. Port 25 on the sonicwall firewall is forwarded directly to it.

(in reply to uemurad)

Post #: 12

RE: User unable to receive Email from one external address - 22.Oct.2007 10:29:46 AM

uemurad

Posts: 5571
Joined: 7.Jan.2004
From: California, USA
Status: online

quote:

We have just the one Exchange server in the company. Port 25 on the sonicwall firewall is forwarded directly to it.

Just to confirm, when you establish the telnet session from a system outside your network, the response you get identifies itself as a Microsoft ESMTP server?

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to smmccarthy)

Post #: 13