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Short version:
I am unable to email new contacts associated with a specific organization when manually entering their email address. I receive an Undeliverable
email from Microsoft whenever emailing someone for the first time (within organization). Double clicking someone's contact link from the staff directory associated with the org allows me to email them successfully, but manually typing in their email address returns Undeliverable
.
Note: I am typing out email address exactly as it appears in directory, and I have verified there are no spelling errors or special characters.
Long version:
I am attempting to email a user within a specific organization -- their email address is usually in the format firstname.lastname@myorganization.org
. Sometimes it deviates to something like firstname.lastname2@myorganization.org
When using the staff directory associated with myorganization.org
, I can use the link for someone's email address to open a new email window and successfully email them.
If I copy and paste the email address (exactly as it appears) from the directory, any email I try to send returns Undeliverable
. Hovering over the email address I typed also displays no information.
If I successfully email someone for the first time (using contact link), then I manually enter their email address into a new email, then my second email is successfully sent.
So, my email is failing to send first email to a new contact when manually entering their email address. If I email them once, then manually enter email, there are no issues.
Note: I only experience this issue using Microsoft app installed on my computer. When emailing someone from web browser version of Exchange, I do not receive any errors (even if I am manually typing the email address vs. fetching from staff directory. Consequently, I believe the issue has something to do with my computer and/or app, rather than the Exchange platform itself.
Is this a Microsoft bug? Am I doing something wrong here? I just want to manually type in email addresses for new contacts who I wish to email, without having to go through the staff directory to find their contact link and email them.
“I only experience this issue using Microsoft app installed on my computer.” - What application are you referring to exactly? – Ramhound – 2019-11-08T23:59:38.770
The Microsoft exchange desktop app. @Ramhound – Christine – 2019-11-09T16:59:42.127
What is Exchange desktop app? Outlook? – Perry – 2019-11-11T01:36:57.170
My apologies, I misunderstood the relationship between Outlook and Exchange. It is the Outlook windows desktop app — I just have a Microsoft exchange account that I use to log in. – Christine – 2019-11-11T01:50:12.537
Does this only occurs on Outlook client? Can you reproduce this issue on the web mail? – Perry – 2019-11-11T06:41:58.657
This is only on the Outlook client. When using web mail, I can manually enter a user's email address (without using the directory) and send them a first email with no problem. – Christine – 2019-11-11T15:29:32.580
Not sure what is interrupting with this. You may install available updates for Office first to see if it helps. If you are using Office 365, try SARA tool: https://support.microsoft.com/en-us/help/4098558/how-to-scan-outlook-by-using-the-sara-tool
– Perry – 2019-11-14T08:09:29.140Thanks for the suggestion, I'll try that out. – Christine – 2019-11-14T15:31:14.217