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Problems sending to users on same domain not using OLSB.

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We are having trouble sending new emails to users who have email addresses on the same domain but aren't using Office365 (they use a different email provider).

 

It's like Office is assuming that because they're using an @ourdomain.com email address their account must be within Office (which it isn't). We get an error saying '#550 5.1.1 RESOLVER.ADR.RecipNotFound; not found ##', but the target email address works when sending to it from any other account.

 

Is there a way to force Outlook to look 'outside' it's own environment to send emails (assuming of course the correct user isn't found inside the Outlook environment)?

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Verified Answer
  • Hi KateUnseen,

    I understand that the issue occurred when sending from Outlook Web App. This also occurs if the domain that is configured for coexistence is not set correctly as a shared domain in Office 365.

    To troubleshoot the issue, I suggest checking if the domain is configured as shared. You may refer the steps below to check if the domain is a shared domain. If not, please configure the domain as a shared domain. To do this, follow these steps:
     
    1. Sign in to the Office 365 portal (https://portal.microsoftonline.com/) as a global administrator or a service administrator.
    2. Click Admin, and then under Exchange Online, click Manage.
    3. In the Exchange Control Panel (ECP), click Mail Control, and then click Domains & Protection.
    4. Select the domain that is configured for mail coexistence, and then click Details.
    5. Select Shared, and then click Save.
     
    For the detailed information, you can refer the article about Users in the on-premises environment are not receiving mail from Office 365 users.
    http://support.microsoft.com/kb/2510049
     
    If the issue persists, please provide the full non-delivery report (NDR) for further research.

    Thanks,
    Monica Tong

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  • Hi KateUnseen,

    I understand that the NDR (Non Delivery Report) 550 5.1.1 RESOLVER.ADR.ExRecipNotFound was received when sending email to the users in your organization.
     
    To troubleshoot the issue, please clear your autocomplete cache. http://support.microsoft.com/kb/287623
    The RESOLVER.ADR is a dead giveaway for these errors. The issue may occur if the user changes the real address of a contact or another organizational user. This can occur due to something like the above (where the admin deletes an address and re-adds them as a contact), or more commonly through a wholesale change of the organization's email addresses (such as a .PST migration from on-premise or hosted to O365). However, the autocomplete caches in the users' mail clients are still pointing to the old X.500 addresses, which need to be cleared out.

    If the issue doesn’t fix, you can also suggest the user send email to you, and then you reply the user. To further research the issue, I suggest providing detailed information about users who not use the Office 365.

    Thanks,
    Monica Tong

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  • Thanks Monica,

    However, those instructions only give information on clearing the cache for Outlook clients, not for OWA. The email in question was sent from the Outlook365 interface.

    Thanks

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  • Hi KateUnseen,

    I understand that the issue occurred when sending from Outlook Web App. This also occurs if the domain that is configured for coexistence is not set correctly as a shared domain in Office 365.

    To troubleshoot the issue, I suggest checking if the domain is configured as shared. You may refer the steps below to check if the domain is a shared domain. If not, please configure the domain as a shared domain. To do this, follow these steps:
     
    1. Sign in to the Office 365 portal (https://portal.microsoftonline.com/) as a global administrator or a service administrator.
    2. Click Admin, and then under Exchange Online, click Manage.
    3. In the Exchange Control Panel (ECP), click Mail Control, and then click Domains & Protection.
    4. Select the domain that is configured for mail coexistence, and then click Details.
    5. Select Shared, and then click Save.
     
    For the detailed information, you can refer the article about Users in the on-premises environment are not receiving mail from Office 365 users.
    http://support.microsoft.com/kb/2510049
     
    If the issue persists, please provide the full non-delivery report (NDR) for further research.

    Thanks,
    Monica Tong

    • Top 10 Contributor
    • Post Points: 0
  • Thanks Monica, that has now sorted out the problem.

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  • Hi KateUnseen,
     
    I am very glad to hear that the information provided was useful.
     
    If you have any other questions when using Office 365 in the future, please feel free to post it in the forum. This is so your question will be answered quickly. In addition, you may also find useful information on the websites below:
     
    For Office 365 Enterprise: http://onlinehelp.microsoft.com/en-us/office365-enterprises/default.aspx
    For Office 365 Professionals and Small Businesses: http://onlinehelp.microsoft.com/en-us/office365-smallbusinesses
     
    Thanks,
    Monica Tong

    • Top 10 Contributor
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