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can't send email to contact regardless of correct details RRS feed

  • Question

  • Hi there,

    We have a weird issue going on here.
    At the moment, it only affects 1 person but there's potentially more.

    Server: Exchange 2010 (used to be 2003, then 2007, but has been migrated, not sure if it's done correctly)
    Client: Outlook 2010

    So here's what (we think) happened:
    - he copied a contact from GAL
    - IT delete said contact from the exchange server (he still have it in his contact list)
    - when he tried to send email to that same contact, it came back with the standard can't find email address error
    - so far, this only happens for contacts that have external email address

     

    --------- start of message ------------

    Delivery has failed to these recipients or groups:

    firstname lastname (address@other-domain.com)
    The e-mail address you entered couldn't be found. Please check the recipient's e-mail address and try to resend the message. If the problem continues, please contact your helpdesk. 

    Diagnostic information for administrators: 
    Generating server: exch.domain.com

    IMCEAEX-_O=[censored]+2E[censored]+2E[censored]_OU=[censored]+2E[censored]_cn=custom-rec_cn=address@domain.com
    #550 5.1.1 RESOLVER.ADR.ExRecipNotFound; not found ##

     --------- end of message ------------

     

    Looking at the IMCEAEX part of it, that raise the suspicion of the copied contact(s) somehow still got "linked" to GAL/ExchServer.
    If we right-click on said contact and choose create email, Outlook will start a new compose window with the email address populated ... PLUS a note above it saying that this contact can't be found.
    The only workaround is to deal with each contact by re-typing their email addresses manually.
    problem is, he has hundreds of them and no body knows which one will fail next.

    Anyone ever come across this issue?
    Or if this needs to be posted on Exchange Server Forum?


    Andrew P.
    • Moved by Max Meng Tuesday, November 1, 2011 7:02 AM Moving to a more appropriate forum (From:Outlook IT Pro Discussions)
    Monday, October 31, 2011 7:16 AM

Answers

  • On Wed, 2 Nov 2011 02:33:39 +0000, p.andrew wrote:
     
    >replying to: The "Ex" at the beginning of the error points out that the problem is a non-existant legacyExchangeDN value. The "cn=custom-rec" in the LDN kind points to that, too. That looks like it may have been a "Custom Recipient" at one time (or a "Customer Record"?).
    >
    >that contact used to be in GAL, in AD. and yes, this seems to happen after we deleted it from AD. but he (the user with this problem) already copied it to his contact list, so that doesn't make any sense why Outlook still "thinks" that the contact he tried to send email to is pointing to GAL.
     
    It happens because Outlook uses the legacyExchangeDN of the
    mail-enabled Contact as the address when it stores the information in
    its Contact folder.
     
    >We did a test by typing the contact's name and hit Ctrl+K, to force outlook to search for this particular contact, but the error still there.
     
    Sure. Outlook finds a match in its Address Completion Cache. Remove it
    from the cache. Then remove the contact from the mailbox and add it
    again. Now the Outlook contact will have the SMTP address as the
    address of the contact, not the legacyExchangeDN.
     
    >again, the only way to "fix" this is by re-typing the email address on the contact details.
     
    That sounds like everything's working just as it should be.
     
    ---
    Rich Matheisen
    MCSE+I, Exchange MVP
     

    --- Rich Matheisen MCSE+I, Exchange MVP
    • Marked as answer by Gavin-Zhang Monday, November 7, 2011 1:45 AM
    Thursday, November 3, 2011 2:03 AM
  • On Sat, 5 Nov 2011 03:34:53 +0000, p.andrew wrote:
     
    >
    >
    >well, as Rich said, recreating the details is the way to go.
    >
    >But I'm wondering if you know of a way to fix this in a fast/bulk way? he got hundreds of contacts and doing this one by one is a bit tiresome - but if this has to be done .... some of them were copied when we're still using exchange 2003 (already gone) so this problem will bound to happen again on other contacts. maybe, somehow, removing the reference to the legacy exchange?
     
    Add the original legacyExchangeDN property value to the Contact's
    "E-Mail Addresses" tab as a custom "X500" address type.
     
    Why would he copy Contacts from the GAL into his Outlook "Contacts"
    folder?
     
    ---
    Rich Matheisen
    MCSE+I, Exchange MVP
     

    --- Rich Matheisen MCSE+I, Exchange MVP
    • Marked as answer by Gavin-Zhang Monday, November 7, 2011 1:44 AM
    Saturday, November 5, 2011 5:27 PM

All replies

  • On Mon, 31 Oct 2011 07:16:26 +0000, p.andrew wrote:
     
    >
    >
    >Hi there,
    >
    >We have a weird issue going on here. At the moment, it only affects 1 person but there's potentially more.
    >
    >Server: Exchange 2010 (used to be 2003, then 2007, but has been migrated, not sure if it's done correctly) Client: Outlook 2010
    >
    >So here's what (we think) happened: - he copied a contact from GAL - IT delete said contact from the exchange server (he still have it in his contact list) - when he tried to send email to that same contact, it came back with the standard can't find email address error - so far, this only happens for contacts that have external email address
    >
    >
    >
    >--------- start of message ------------
    >
    >
    >
    >Delivery has failed to these recipients or groups:
    >
    >firstname lastname (address@other-domain.com) The e-mail address you entered couldn't be found. Please check the recipient's e-mail address and try to resend the message. If the problem continues, please contact your helpdesk.
    >
    >Diagnostic information for administrators: Generating server: exch.domain.com IMCEAEX-_O=[censored]+2E[censored]+2E[censored]_OU=[censored]+2E[censored]_cn=custom-rec_cn=address@domain.com #550 5.1.1 RESOLVER.ADR.ExRecipNotFound; not found ##
    >
    > --------- end of message ------------
    >
    >
    >
    >Looking at the IMCEAEX part of it, that raise the suspicion of the copied contact(s) somehow still got "linked" to GAL/ExchServer. If we right-click on said contact and choose create email, Outlook will start a new compose window with the email address populated ... PLUS a note above it saying that this contact can't be found. The only workaround is to deal with each contact by re-typing their email addresses manually. problem is, he has hundreds of them and no body knows which one will fail next.
    >
    >Anyone ever come across this issue? Or if this needs to be posted on Exchange Server Forum?
     
    The error is "ExRecipNotFound". That's usually associated with:
     
    1. An old address in Outlook's address completion cache
    2. An Exchange mailbox/contact/group in the Outlook Contacts folder
    3. Replying to an e-mail from an object no longer in the AD
     
    The "Ex" at the beginning of the error points out that the problem is
    a non-existant legacyExchangeDN value. The "cn=custom-rec" in the LDN
    kind points to that, too. That looks like it may have been a "Custom
    Recipient" at one time (or a "Customer Record"?).
     
    Given that the target address lies outside your organization, I'd go
    with the Outlook Address Completion Cache. The Contact was probably
    removed from the AD. Have the person remove the cached address from
    Outlook and then put the entire SMTP address into the "To:" header.
     
    ---
    Rich Matheisen
    MCSE+I, Exchange MVP
     

    --- Rich Matheisen MCSE+I, Exchange MVP
    Tuesday, November 1, 2011 2:23 PM
  • Thanks for the reply, Rich.

    replying to:
    The "Ex" at the beginning of the error points out that the problem is
    a non-existant legacyExchangeDN value. The "cn=custom-rec" in the LDN
    kind points to that, too. That looks like it may have been a "Custom
    Recipient" at one time (or a "Customer Record"?).

    that contact used to be in GAL, in AD.
    and yes, this seems to happen after we deleted it from AD.
    but he (the user with this problem) already copied it to his contact list, so that doesn't make any sense why Outlook still "thinks" that the contact he tried to send email to is pointing to GAL.

    We did a test by typing the contact's name and hit Ctrl+K, to force outlook to search for this particular contact, but the error still there.

    again, the only way to "fix" this is by re-typing the email address on the contact details.


    Andrew P.
    Wednesday, November 2, 2011 2:33 AM
  • On Wed, 2 Nov 2011 02:33:39 +0000, p.andrew wrote:
     
    >replying to: The "Ex" at the beginning of the error points out that the problem is a non-existant legacyExchangeDN value. The "cn=custom-rec" in the LDN kind points to that, too. That looks like it may have been a "Custom Recipient" at one time (or a "Customer Record"?).
    >
    >that contact used to be in GAL, in AD. and yes, this seems to happen after we deleted it from AD. but he (the user with this problem) already copied it to his contact list, so that doesn't make any sense why Outlook still "thinks" that the contact he tried to send email to is pointing to GAL.
     
    It happens because Outlook uses the legacyExchangeDN of the
    mail-enabled Contact as the address when it stores the information in
    its Contact folder.
     
    >We did a test by typing the contact's name and hit Ctrl+K, to force outlook to search for this particular contact, but the error still there.
     
    Sure. Outlook finds a match in its Address Completion Cache. Remove it
    from the cache. Then remove the contact from the mailbox and add it
    again. Now the Outlook contact will have the SMTP address as the
    address of the contact, not the legacyExchangeDN.
     
    >again, the only way to "fix" this is by re-typing the email address on the contact details.
     
    That sounds like everything's working just as it should be.
     
    ---
    Rich Matheisen
    MCSE+I, Exchange MVP
     

    --- Rich Matheisen MCSE+I, Exchange MVP
    • Marked as answer by Gavin-Zhang Monday, November 7, 2011 1:45 AM
    Thursday, November 3, 2011 2:03 AM
  • Hi andrew,

    Rich gave some good information, any other issue, please feel free let us know.

    Regards!
    Gavin

    Thursday, November 3, 2011 7:42 AM
  • well, as Rich said, recreating the details is the way to go.

    But I'm wondering if you know of a way to fix this in a fast/bulk way?
    he got hundreds of contacts and doing this one by one is a bit tiresome - but if this has to be done ....
    some of them were copied when we're still using exchange 2003 (already gone) so this problem will bound to happen again on other contacts.
    maybe, somehow, removing the reference to the legacy exchange?

    thanks again guys!


    Andrew P.
    Saturday, November 5, 2011 3:34 AM
  • On Sat, 5 Nov 2011 03:34:53 +0000, p.andrew wrote:
     
    >
    >
    >well, as Rich said, recreating the details is the way to go.
    >
    >But I'm wondering if you know of a way to fix this in a fast/bulk way? he got hundreds of contacts and doing this one by one is a bit tiresome - but if this has to be done .... some of them were copied when we're still using exchange 2003 (already gone) so this problem will bound to happen again on other contacts. maybe, somehow, removing the reference to the legacy exchange?
     
    Add the original legacyExchangeDN property value to the Contact's
    "E-Mail Addresses" tab as a custom "X500" address type.
     
    Why would he copy Contacts from the GAL into his Outlook "Contacts"
    folder?
     
    ---
    Rich Matheisen
    MCSE+I, Exchange MVP
     

    --- Rich Matheisen MCSE+I, Exchange MVP
    • Marked as answer by Gavin-Zhang Monday, November 7, 2011 1:44 AM
    Saturday, November 5, 2011 5:27 PM
  • not sure why.
    I guess he might have some discussion about removing some of the contacts from GAL but he still wants to be able to contact them.
    that's why ...


    Andrew P.
    Monday, November 7, 2011 5:07 AM