Proving Exchange Issues
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We use GFI Mailessentials here for filtering. A state department that we are required to work with is saying that she cannot e-mail us. It says the e-mail address does not exist. Their domain is on the white list and the white list is at the top of the priority list. We can receive e-mails from other people on her domain and I've been assured that she is typing in the e-mail correctly as per their IT department. Should I bite down on the cyanide capsule I keep in my right molar?
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@wirestyle22 said:
We use GFI Mailessentials here for filtering. A state department that we are required to work with is saying that she cannot e-mail us. It says the e-mail address does not exist. Their domain is on the white list and the white list is at the top of the priority list. We can receive e-mails from other people on her domain and I've been assured that she is typing in the e-mail correctly as per their IT department. Should I bite down on the cyanide capsule I keep in my right molar?
Perhaps not yet. She needs to delete the contact record of the person she is trying to email.
She also need's to start typing their name, and then delete them from the "quick" contacts list (if she hovers her ouse over them, she should see an X show up. Click it to delete).
Then have her exit outlook and try again.
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Yeah but I can't help her. She works for a state department and their IT support there is attempting to help her. They are blaming us and I'm like wat
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@wirestyle22 said:
Yeah but I can't help her. She works for a state department and their IT support there is attempting to help her. They are blaming us and I'm like wat
ROFL.
Have them take a close look at the bounce email.
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@dafyre said:
@wirestyle22 said:
Yeah but I can't help her. She works for a state department and their IT support there is attempting to help her. They are blaming us and I'm like wat
ROFL.
Have them take a close look at the bounce email.
There is so much blame in the IT industry it's crazy. I think a lot of IT Tech just don't want to deal with users anymore and use it as a tool to calm them or something
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@wirestyle22 said:
@dafyre said:
@wirestyle22 said:
Yeah but I can't help her. She works for a state department and their IT support there is attempting to help her. They are blaming us and I'm like wat
ROFL.
Have them take a close look at the bounce email.
There is so much blame in the IT industry it's crazy. I think a lot of IT Tech just don't want to deal with users anymore and use it as a tool to calm them or something
issue: State Department
You aren't dealing with IT people, you are dealing with the lowest bidders. They are likely just some random, low paid, non-technical people willing to take the state civil service exam.
Thing is, it's not your issue. Don't let them talk to you. Push it up to management.
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@dafyre I agree with this. I have had to do this before. Even if it looks correct in the autocomplete, the smtp address associated with it could be incorrect.
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@dafyre said:
@wrx7m said:
@dafyre I agree with this. I have had to do this before. Even if it looks correct in the autocomplete, the smtp address associated with it could be incorrect.
The trick is getting the IT Department at the OTHER end of the connection to follow those steps.
No, the trick is getting YOUR management to not let other people push their own IT issues over to you.
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The fact that her rejection notice says non existant address - that kinda puts it on them, or a communication problem between them and you.
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We have issues like this all the time. A lot of times they find malware on their end that the endpoint AV isn't finding and it's putting something in the email I guess and our cloud mail filter rejects it. Every time they try blaming us though
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@scottalanmiller said:
@dafyre said:
@wrx7m said:
@dafyre I agree with this. I have had to do this before. Even if it looks correct in the autocomplete, the smtp address associated with it could be incorrect.
The trick is getting the IT Department at the OTHER end of the connection to follow those steps.
No, the trick is getting YOUR management to not let other people push their own IT issues over to you.
Exactly. Our response is always "Sorry to hear that." We don't help, even giving advise is a liability to the company
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that seems extreme - assuming you're saying that you don't even bother to see if there is an error on your side that's blocking them.
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@scottalanmiller said:
@dafyre said:
@wrx7m said:
@dafyre I agree with this. I have had to do this before. Even if it looks correct in the autocomplete, the smtp address associated with it could be incorrect.
The trick is getting the IT Department at the OTHER end of the connection to follow those steps.
No, the trick is getting YOUR management to not let other people push their own IT issues over to you.
Like the hospital I was dealing with the other day. The VPN worked for everyone except one person. So I was on the phone with that person and the hospital "IT" person for an hour walking both of them through troubleshooting steps. The lady could log into the VPN from another computer, so it had nothing to do with me.
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Can you log in to your spam filter/log and search for mail coming from that person who claims they are sending email to the correct address?
In my Barracuda SVF 300 I can see all the messages coming in that are to non-existent email addresses. In fact, I have had this problem before and had to show a department manager that they were sending it to a person who got married and since changed their last name and, of course, the email address had to be updated.
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@Dashrender said:
The fact that her rejection notice says non existant address - that kinda puts it on them, or a communication problem between them and you.
Yepp. However, they need to look closely at the bounce message to make sure that it's not a typo on their end-user's part, or something funky THEIR exchange server is doing to the email address...
At my last job, it seems like at random, people's email addresses would change to SOMELONGRANDOMSTRING/EXCHANGE-ADMINS/[email protected].
We clear out the email address cache in outlook, and 90% of the time that would fix it.
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@wrx7m said:
Can you log in to your spam filter/log and search for mail coming from that person who claims they are sending email to the correct address?
In my Barracuda SVF 300 I can see all the messages coming in that are to non-existent email addresses. In fact, I have had this problem before and had to show a department manager that they were sending it to a person who got married and since changed their last name and, of course, the email address had to be updated.
It's showing her e-mails coming it at 0 KB but all other e-mails coming from that domain are fine including secure e-mails.
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@wirestyle22 said:
@wrx7m said:
Can you log in to your spam filter/log and search for mail coming from that person who claims they are sending email to the correct address?
In my Barracuda SVF 300 I can see all the messages coming in that are to non-existent email addresses. In fact, I have had this problem before and had to show a department manager that they were sending it to a person who got married and since changed their last name and, of course, the email address had to be updated.
It's showing her e-mails coming it at 0 KB but all other e-mails coming from that domain are fine including secure e-mails.
Are they actually being received, or are they being rejected?
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@Dashrender said:
@wirestyle22 said:
@wrx7m said:
Can you log in to your spam filter/log and search for mail coming from that person who claims they are sending email to the correct address?
In my Barracuda SVF 300 I can see all the messages coming in that are to non-existent email addresses. In fact, I have had this problem before and had to show a department manager that they were sending it to a person who got married and since changed their last name and, of course, the email address had to be updated.
It's showing her e-mails coming it at 0 KB but all other e-mails coming from that domain are fine including secure e-mails.
Are they actually being received, or are they being rejected?
It shows the attempt. Apparently they fixed it but they didn't tell me what they did. shrug
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@wirestyle22 said:
@Dashrender said:
@wirestyle22 said:
@wrx7m said:
Can you log in to your spam filter/log and search for mail coming from that person who claims they are sending email to the correct address?
In my Barracuda SVF 300 I can see all the messages coming in that are to non-existent email addresses. In fact, I have had this problem before and had to show a department manager that they were sending it to a person who got married and since changed their last name and, of course, the email address had to be updated.
It's showing her e-mails coming it at 0 KB but all other e-mails coming from that domain are fine including secure e-mails.
Are they actually being received, or are they being rejected?
It shows the attempt. Apparently they fixed it but they didn't tell me what they did. shrug
PEBKAC error
