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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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Message I send bounces back "undeliverable" MS, Outlook in

Customer Question

message I send bounces back "undeliverable"
JA: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?
Customer: MS
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: Outlook in Windows
JA: What troubleshooting have you tried?
Customer: Email header (from bounce diag): Delivery has failed to these recipients or distribution lists:
***@******.***
JA: Anything else you want the email expert to know before I connect you?
Customer: 123together is recipient's OLD email provider. They are now on Office 365!
Submitted: 2 months ago.
Category: Email
Expert:  arsufi2002 replied 2 months ago.

Hi,

My name is ***** ***** of the expert in Email Category. I would like to assist you with your issue and would be your active expert..

Expert:  arsufi2002 replied 2 months ago.

Can i start a secure remote session with computer as it helps to understand issue and can work with you in real time

Customer: replied 2 months ago.
Unfortunately, mine is not the computer where the problem is (i.e. where the email is sent from that bounces back).
Expert:  arsufi2002 replied 2 months ago.

I see

What's that then?

Customer: replied 2 months ago.
I can send you the content of the bounce email, do you want me to do that?
Expert:  arsufi2002 replied 2 months ago.

On what device you have this issue?

Customer: replied 2 months ago.
On another computer that belongs to a friend. I am trying to help them since I know a little more about computers than they do.
Expert:  arsufi2002 replied 2 months ago.

Undelivered message comes to whoever its send.

or

Does it happen for a specific email id

Expert:  arsufi2002 replied 2 months ago.

Besides, does same message appear when its send from web browser like IE / Chrome / Fireofx

Customer: replied 2 months ago.
The undeliverable message comes to my friend, who sent it. Others can send to the same recipient and do not receive the undeliverable message back.
Expert:  arsufi2002 replied 2 months ago.

Hope this is happening in Outlook

If so, i want you check for issue in Internet Browser

Could you check error message in Internet browser

Customer: replied 2 months ago.
I'm checking on browser...
Expert:  arsufi2002 replied 2 months ago.

Thanks

It helps to identify whether issue is with Outlook App or with Email Account

Expert:  arsufi2002 replied 2 months ago.

status please?

Customer: replied 2 months ago.
While I'm waiting to hear back from my friend about the browser, I can also tell you that the email header (the diagnostic info contained in the "Undeliverable" message shows that the email address is being sent to the wrong server:
Delivery has failed to these recipients or distribution lists:***@******.***
123Together.com is her OLD email provider, she is now with another ISP (AppRiver.com).
Customer: replied 2 months ago.
For some reason, the sender's email is being sent to the recipient's OLD email server (and, of course, bouncing).
Expert:  arsufi2002 replied 2 months ago.

Do you know the email id and password ***** this account?

Customer: replied 2 months ago.
I had the sender delete the recipient's address from her type-ahead cache in Outlook and retype the recipient's email address in the To: ***** ***** it still bounces.
Customer: replied 2 months ago.
for which account? sender's or recipient's?
Expert:  arsufi2002 replied 2 months ago.

Sender account (Email account which is having trouble)

Customer: replied 2 months ago.
Unfortunately, mine is not the computer where the problem is (i.e. where the email is sent from that bounces back).
Remember?
Expert:  arsufi2002 replied 2 months ago.

Yes i know, but could you get those info from your friend

Expert:  arsufi2002 replied 2 months ago.

Or tell your friend to install teamviewer on his machine ans share the code. It helps to connect the machine remotely

Customer: replied 2 months ago.
Unfortunately, not. She doesn't know her email password--it is saved in Outlook.
Customer: replied 2 months ago.
Can you think of any other reason the message would be sent to the old email server?
Expert:  arsufi2002 replied 2 months ago.

I believe this would be either due to password ***** the email pop settings change

Expert:  arsufi2002 replied 2 months ago.

You can tell her to do one thing

Expert:  arsufi2002 replied 2 months ago.

That is, verifying outlook settings

Expert:  arsufi2002 replied 2 months ago.

Can you tell me the outlook version she's using?

Customer: replied 2 months ago.
The sender's email settings and password ***** not changed since it used to work (before the recipient's email server change).
Customer: replied 2 months ago.
Don't know Outlook version. Haven't heard back from her.
Expert:  arsufi2002 replied 2 months ago.

Is her computer connected to internet?

Expert:  arsufi2002 replied 2 months ago.

We can speed up the process...

Lets have her to install Teamviewer on her computer. Do you know about teamviewer

Customer: replied 2 months ago.
Again, I haven't heard back from her. Can we keep this ticket open and when she's available we'll setup teamviewer?
Expert:  arsufi2002 replied 2 months ago.

Thanks great..

Hope you know about teamviewer

Please install or tell her how to install Team viewer and request her to share its id and password

We will hold the call till then

Customer: replied 2 months ago.
I know Teamviewer. Is there a way to exit this JustAnswer browser page and re-connect with you at a later time (when TV is installed on her computer)?
Expert:  arsufi2002 replied 2 months ago.

You can connect to this chat session either referring your email or saving this page to favorites

Customer: replied 2 months ago.
When are you available (I don't know when she'll get back to me)?
Expert:  arsufi2002 replied 2 months ago.

The email id which is given during Just Answer registration contains my response. Just open up mail box and click view response button, you will be directed to this chat window

Expert:  arsufi2002 replied 2 months ago.

Just leave me a message here when shes back

Customer: replied 2 months ago.
Thank you
Expert:  arsufi2002 replied 2 months ago.

Will wait for your reply

Thanks