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email not working

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Answered (Verified) This question is answered
Domain OK since migrating from Office Live but email still not being received since Monday for: info@percomsolutions.co.uk or carole@percomsolutions.co.uk - this is now very urgent!!
  • Post Points: 35
Verified Answer
  • Hello Carole,

    I understand that you want to keep the previous mail service host and use SharePoint Online as the website service of the custom domain. Have I got this right?

    If so, based on the current situation, please refer to the following steps.
    1. Point the name server records of the custom domain from Office 365 back to the previous DNS hosting provider at the domain registrar.
    If you cannot find a way to change them, please contact domain registrar support to get assistance.
    2. Update the DNS records you need at the DNS hosting provider. In this case, they are A record and the www CNAME record for SharePoint Online service.

    3. Update the DNS records for previous mail service at the DNS hosting provider if necessary.
    In addition, if you also need Lync Online service with the custom domain service, please also add the DNS records required for Lync Onlien service.

    Moreover, if you use Office 365 as the email service with the custom domain, the current setup is correct.

    Best regards,
    Claud

    • Top 10 Contributor
    • Post Points: 0
All Replies
  • Hello Percom,

    I understand that you cannot receive the emails sent to info@percomsolutions.co.uk or carole@percomsolutions.co.uk. I would like to confirm some detailed information about the issue.
    1. Can you send emails via these 2 email address now?
    2. What kind of are these 2 email accounts, such as normal Office 365 user, shared mailbox, proxy address?
    3. Does the sender receive any Non-Delivery Report (NDR)? If so, please provide the detailed NDR to troubleshoot the issue.

    Based on the current situation, please test the issue via sending emails from other external mail system, such as Hotmail, to see if the same issue occurs. If you receive NDR, please provide the detailed NDR to troubleshoot the issue.

    Best regards,
    Claud

    • Top 10 Contributor
    • Post Points: 0

  •  General Office Web Apps
    ‎[community@noreply.office365.com]‎


    Hi Claud
    I can send messages but they are from percom@percomsolutions.onmicrosoft.com and not from percomsolutions.co.uk (which is what I really want).

     The NDR is below:

    Delivery has failed to these recipients or
    groups:

    info@percomsolutions.co.uk
    The email address that
    you entered couldn't be found. Check the address and try resending the message.
    If the problem continues, please contact your helpdesk.

    Diagnostic information
    for administrators:
    Generating server:
    PerComSolutions.onmicrosoft.com

    info@percomsolutions.co.uk
    #550
    5.1.1 RESOLVER.ADR.RecipNotFound; not found
    ##rfc822;info@percomsolutions.co.uk

    Original message
    headers:
    Received: from mail106-tx2-R.bigfish.com (65.55.88.118) by
     AMSPRD0602HT006.eurprd06.prod.outlook.com (10.16.42.34) with Microsoft SMTP
     Server (TLS) id 14.15.65.3; Tue, 1 May 2012 14:05:20 +0000
    Received: from mail106-tx2 (localhost [127.0.0.1])   by
     mail106-tx2-R.bigfish.com (Postfix) with ESMTP id EB3F630030A       for
     <info@percomsolutions.co.uk>; Tue,  1 May 2012 14:05:11 +0000 (UTC)
    X-SpamScore: 0
    X-BigFish: ps0(zzc85fhzz1202hzz8275bh8275dhz2fh2a8h5c0h668h839h8e3hd24hd2bh)
    X-Forefront-Antispam-Report: CIP:209.85.215.178;KIP:(null);UIP:(null);IPV:NLI;H:mail-ey0-f178.google.com;RD:mail-ey0-f178.google.com;EFVD:NLI
    Received-SPF: pass (mail106-tx2: domain of sky.com designates 209.85.215.178 as permitted sender) client-ip=209.85.215.178; envelope-from=carolehunter@sky.com; helo=mail-ey0-f178.google.com ;8.google.com ;
    Received: from mail106-tx2 (localhost.localdomain [127.0.0.1]) by mail106-tx2
     (MessageSwitch) id 1335881104799456_19678; Tue,  1 May 2012 14:05:04 +0000
     (UTC)
    Received: from TX2EHSMHS042.bigfish.com (unknown [10.9.14.238])      by
     mail106-tx2.bigfish.com (Postfix) with ESMTP id B4BACC0086  for
     <info@percomsolutions.co.uk>; Tue,  1 May 2012 14:05:04 +0000 (UTC)
    Received: from mail-ey0-f178.google.com (209.85.215.178) by
     TX2EHSMHS042.bigfish.com (10.9.99.142) with Microsoft SMTP Server (TLS) id
     14.1.225.23; Tue, 1 May 2012 14:05:03 +0000
    Received: by eaaf1 with SMTP id f1so926341eaa.37        for
     <info@percomsolutions.co.uk>; Tue, 01 May 2012 07:05:08 -0700 (PDT)
    X-Google-DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
            d=google.com; s=20120113;
            h=reply-to:from:to:subject:date:message-id:mime-version:content-type
             :x-mailer:thread-index:content-language:x-gm-message-state;
            bh=t3wTSo7ioDTg1OysRK6OrtdesWvE24UVTx3RB6qPB7g=;
            b=JaPTf446iiu6UzanG6SCyyI38sznofACzRobojANXGqzn1f5v/FVe7vEdCg7K1O8r3
             CaW7bOQFs3T0KPgV+9q18UZDdkdN27bSluXugQ+fiTG7jlfC9LEbwyuTzAUwiORN+uqR
             n5Vtv9m1Ek43Tgc5/+eN3ZuKRYDLHIF+Q3A1ZEOQETsha8J/YyYxY8yKzQJjuJl8HR6A
             cISuoVsc2ilUmykEO7Ajdt0StFi/qFtk42LUmo0BsQlqKpM2PvZoE949llzAbW0fYC4z
             YsEJaZmbs/w2Hrz7RQpeS4Pe6sEEw8LHV/cUQv+9KGXEp4ZU0kA7t6ICc4SjJ9gEGsMX
             RgGQ==
    Received: by 10.213.26.200 with SMTP id f8mr1281170ebc.187.1335881108564;
            Tue, 01 May 2012 07:05:08 -0700 (PDT)
    Received: by 10.213.26.200 with SMTP id f8mr1281168ebc.187.1335881108425;
            Tue, 01 May 2012 07:05:08 -0700 (PDT)
    Received: from PerCom (host-2-103-108-201.as13285.net. [2.103.108.201])
            by mx.google.com with ESMTPS id q45sm91283412eem.7.2012.05.01.07.05.06
            (version=SSLv3 cipher=OTHER);        Tue, 01 May 2012 07:05:07 -0700
     (PDT)
    Reply-To: <carolehunter@sky.com>
    From: Carole Hunter <carolehunter@sky.com>
    To: <info@percomsolutions.co.uk>
    Subject: Office 365 test
    Date: Tue, 1 May 2012 15:05:03 +0100
    Message-ID: <000001cd27a3$68b976f0$3a2c64d0$@com>
    MIME-Version: 1.0
    Content-Type: multipart/alternative;
            boundary="----=_NextPart_000_0001_01CD27AB.CA7DDEF0"
    X-Mailer: Microsoft Office Outlook 12.0
    Thread-Index: Ac0no2dRSGwldvimRB+prznglJqTqA==
    Content-Language: en-gb
    X-Gm-Message-State: ALoCoQkrfdx2vE2uC02ppKReehUTg4sa2dd2fRzireDshcWnDZCrdOtg91BNRdqqVvZ6Gi0WhfsEPWNBNdoePfxaiuiow1zcEA==
    Return-Path: carolehunter@sky.com

    Hope you can help as I've been without email now for 4 days and am losing business!!

    Thanks
    Carole
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    • Post Points: 0
  • Sent Items03 May 2012 17:36Carole HunterActions

    To:MGeneral Office Web Apps ‎[community@noreply.office365.com]‎

    Hi Claud

    I can send messages but they are from percom@percomsolutions.onmicrosoft.com and not from percomsolutions.co.uk (which is what I really want).

    The NDR is below:

    Delivery has failed to these recipients or groups:

    info@percomsolutions.co.uk

    The email address that you entered couldn't be found. Check the address and try resending the message. If the problem continues, please contact your helpdesk.

    Diagnostic information for administrators:

    Generating server: PerComSolutions.onmicrosoft.com

    info@percomsolutions.co.uk

    #550 5.1.1 RESOLVER.ADR.RecipNotFound; not found ##rfc822;info@percomsolutions.co.uk

    Original message headers:

    Received: from mail106-tx2-R.bigfish.com (65.55.88.118) by AMSPRD0602HT006.eurprd06.prod.outlook.com (10.16.42.34) with Microsoft SMTP Server (TLS) id 14.15.65.3; Tue, 1 May 2012 14:05:20 +0000Received: from mail106-tx2 (localhost [127.0.0.1])   by mail106-tx2-R.bigfish.com (Postfix) with ESMTP id EB3F630030A       for <info@percomsolutions.co.uk>; Tue,  1 May 2012 14:05:11 +0000 (UTC)X-SpamScore: 0X-BigFish: ps0(zzc85fhzz1202hzz8275bh8275dhz2fh2a8h5c0h668h839h8e3hd24hd2bh)X-Forefront-Antispam-Report: CIP:209.85.215.178;KIP:(null);UIP:(null);IPV:NLI;H:mail-ey0-f178.google.com;RD:mail-ey0-f178.google.com;EFVD:NLIReceived-SPF: pass (mail106-tx2: domain of sky.com designates 209.85.215.178 as permitted sender) client-ip=209.85.215.178; envelope-from=carolehunter@sky.com; helo=mail-ey0-f178.google.com ;8.google.com ;Received: from mail106-tx2 (localhost.localdomain [127.0.0.1]) by mail106-tx2 (MessageSwitch) id 1335881104799456_19678; Tue,  1 May 2012 14:05:04 +0000 (UTC)Received: from TX2EHSMHS042.bigfish.com (unknown [10.9.14.238])      by mail106-tx2.bigfish.com (Postfix) with ESMTP id B4BACC0086  for <info@percomsolutions.co.uk>; Tue,  1 May 2012 14:05:04 +0000 (UTC)Received: from mail-ey0-f178.google.com (209.85.215.178) by TX2EHSMHS042.bigfish.com (10.9.99.142) with Microsoft SMTP Server (TLS) id 14.1.225.23; Tue, 1 May 2012 14:05:03 +0000Received: by eaaf1 with SMTP id f1so926341eaa.37        for <info@percomsolutions.co.uk>; Tue, 01 May 2012 07:05:08 -0700 (PDT)X-Google-DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;        d=google.com; s=20120113;        h=reply-to:from:to:subject:date:message-id:mime-version:content-type         :x-mailer:thread-index:content-language:x-gm-message-state;        bh=t3wTSo7ioDTg1OysRK6OrtdesWvE24UVTx3RB6qPB7g=;        b=JaPTf446iiu6UzanG6SCyyI38sznofACzRobojANXGqzn1f5v/FVe7vEdCg7K1O8r3         CaW7bOQFs3T0KPgV+9q18UZDdkdN27bSluXugQ+fiTG7jlfC9LEbwyuTzAUwiORN+uqR         n5Vtv9m1Ek43Tgc5/+eN3ZuKRYDLHIF+Q3A1ZEOQETsha8J/YyYxY8yKzQJjuJl8HR6A         cISuoVsc2ilUmykEO7Ajdt0StFi/qFtk42LUmo0BsQlqKpM2PvZoE949llzAbW0fYC4z         YsEJaZmbs/w2Hrz7RQpeS4Pe6sEEw8LHV/cUQv+9KGXEp4ZU0kA7t6ICc4SjJ9gEGsMX         RgGQ==Received: by 10.213.26.200 with SMTP id f8mr1281170ebc.187.1335881108564;        Tue, 01 May 2012 07:05:08 -0700 (PDT)Received: by 10.213.26.200 with SMTP id f8mr1281168ebc.187.1335881108425;        Tue, 01 May 2012 07:05:08 -0700 (PDT)Received: from PerCom (host-2-103-108-201.as13285.net. [2.103.108.201])        by mx.google.com with ESMTPS id q45sm91283412eem.7.2012.05.01.07.05.06        (version=SSLv3 cipher=OTHER);        Tue, 01 May 2012 07:05:07 -0700 (PDT)Reply-To: <carolehunter@sky.com>From: Carole Hunter <carolehunter@sky.com>To: <info@percomsolutions.co.uk>Subject: Office 365 testDate: Tue, 1 May 2012 15:05:03 +0100Message-ID: <000001cd27a3$68b976f0$3a2c64d0$@com>MIME-Version: 1.0Content-Type: multipart/alternative;        boundary="----=_NextPart_000_0001_01CD27AB.CA7DDEF0"X-Mailer: Microsoft Office Outlook 12.0Thread-Index: Ac0no2dRSGwldvimRB+prznglJqTqA==Content-Language: en-gbX-Gm-Message-State: ALoCoQkrfdx2vE2uC02ppKReehUTg4sa2dd2fRzireDshcWnDZCrdOtg91BNRdqqVvZ6Gi0WhfsEPWNBNdoePfxaiuiow1zcEA==Return-Path: carolehunter@sky.com

    Hope you can help as I've been without email now for 4 days and am losing business!!

    Thanks

    Carole

    • Not Ranked
    • Post Points: 0
  • Hello Carole,

    Thanks for your feedback and the detailed NDR provided.
    From the information in the NDR, the issue is caused that the email addresses “info@percomsolutions.co.uk” and “carole@percomsolutions.co.uk” don’t exist in the Office 365 account.

    Have you ever used these two email addresses to receive the emails after migration to Office 365?
    The email address won’t be changed automatically after moving the custom domain from Office Live Small Business (OLSB).
    If you want to receive the email sent to the email address with the custom domain, please create users or editing the existing users with the same username as the old email address used at OLSB.

    Best regards,
    Claud 

    • Top 10 Contributor
    • Post Points: 0
  • Hello Carole,

    How are the things going?
    In addition, do you need further assistance on the issue?

    Best regards,
    Claud

    • Top 10 Contributor
    • Post Points: 0
  • Hi Claud

    I set up both users and email addresses in Office 365 a week ago and have never received emails to these addresses since.

    I didn't have my emails in OLSB only my website, I did try to find instructions for moving only my website to Office 365 but couldn't find any instructions, can you help with instructions so that my emails stay with the host (Freezone.co.uk) that I've always used and only the website is hosted on 365?

    Alternatively could you check that my users/email setup is OK in Office 365?

    Thanks

    Carole

    • Not Ranked
    • Post Points: 0
  • Hello Carole,

    I understand that you want to keep the previous mail service host and use SharePoint Online as the website service of the custom domain. Have I got this right?

    If so, based on the current situation, please refer to the following steps.
    1. Point the name server records of the custom domain from Office 365 back to the previous DNS hosting provider at the domain registrar.
    If you cannot find a way to change them, please contact domain registrar support to get assistance.
    2. Update the DNS records you need at the DNS hosting provider. In this case, they are A record and the www CNAME record for SharePoint Online service.

    3. Update the DNS records for previous mail service at the DNS hosting provider if necessary.
    In addition, if you also need Lync Online service with the custom domain service, please also add the DNS records required for Lync Onlien service.

    Moreover, if you use Office 365 as the email service with the custom domain, the current setup is correct.

    Best regards,
    Claud

    • Top 10 Contributor
    • Post Points: 0
  • Hello Carole,

    I'm writing to follow up my previous reply. 
    If you other other assistance on this issue, please feel free to post back.

    Best regards,
    Claud

    • Top 10 Contributor
    • Post Points: 0
  • Hi Claud

    Thank you so much for all your help, the issue is now resolved! I am receiving my email in Outlook on my PC and my website is fine and visible in Office 365.

    With your guidance/instructions for solving the problem and help from my host Freezone.co.uk all was back to normal in a couple of days.

    As Office 365 is only hosting my website now, can I remove the extra user names I created for my different email address and keep just the one?

    Thanks again for all your help.

    Carole

    • Not Ranked
    • Post Points: 0
  • Hello Carole,

    Thanks for your feedback. I’m very glad to hear that the issue is resolved.

    For the question:
    It depends on the detailed requirement about the Office 365 function you need. I understand that you may consider about the cost of the Office 365 licenses in the future. Have I got this right?

    To find a best solution, I sincerely suggest post detailed information about the issue, such as how many Office 365 functions do you need, in a new thread in the forum. We're glad to help you.

    Thanks for understanding,
    Claud

    • Top 10 Contributor
    • Post Points: 0
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