can't forward external email

[Richard Fagen]

Hi,

I have a client with SBS 2000 who is using Outlook as their email
client. They have problems forwarding external email. Here's an
example ...

They receive an external email (some have attachments)
They read the email (might open attachment)
They want to forward the message to someone external -> problem

The message appears to go out but the other end never gets it and
eventually they get a notification error message.

They can forward the message to any internal address. They can also cut
and paste the external email into a new message and send it to anyone
external, they just can forward a message to someone externally.

Outlook uses PST files (I know, but the client doesn't want to spend
money for a tape and proper software). They use POP accounts hosted by
a third party. They use Exchange only for internal email addresses but
all messages are stored in PST files on the server.

Any ideas?

Richard

 

[Jeff Stephenson [MSFT]]

What does the notification error message they receive say? What version of
Outlook are they using?

 

[Richard Fagen]

Hi Jeff,

I'm attaching the messages we get. Note the message NEVER gets to the
intended recipient (if we forward something). It appears to be like the
normal messages we get when the ISP has problems and is experiencing
delays. This is not the case. New messages are sent immediately and
they are received a minute later. The problem occurs if we attempt to
forward a message to an external address.

Any ideas?

Richard

----
From: Administrator
Sent: Thursday, February 26, 2004 12:47 AM
To: Dave
Subject: Delivery Status Notification (Delay)

This is an automatically generated Delivery Status Notification.

THIS IS A WARNING MESSAGE ONLY.

YOU DO NOT NEED TO RESEND YOUR MESSAGE.

Delivery to the following recipients has been delayed.

 

[Jeff Stephenson [MSFT]]

You're going to have to work with your ISP on this one, I'm afraid. The
fact that you're getting the DSN (delivery status notification) means that
the ISP's server has accepted the message from Outlook and taken
responsibility for delivering it - there's nothing more that Outlook can do.
I wonder if something like a spam filter on their server has problems with
the format of a forwarded message, or ???. Another possiblity is that
there might be something rejecting the message at the receiving end and the
rejection never gets through to you. I'd start the tracing with your ISP,
though...

 

[Richard Fagen]

Hi Jeff,

That's exactly what I suspected. My client (actually it is happening to
a few of them) insisted I look into it more or they'd get someone else
to solve the problem. The ISP naturally blames me (network admin) and
passes the buck.

I wanted to bounce the problem off true Outlook experts. Thanks for
your help.

Richard Fagen
Compunetics

 

[Richard Fagen]

Hi Jeff,

Just a sidenote ... it always works perfectly with Mozilla The main
culprit seems to be Sympatico (Canadian ISP). Several clients have
switched to Mozilla and prior to Outlook 2003, I can't say I blame them.
The latest 2003 version of Outlook is very impressive so I'll get
after the ISPs

Thanks again.

Richard

 

[Richard Fagen]

Hi Jeff,

I tried some more tests and found out EXACTLY when it happens. The
problem must be Outlook (or Exchange).

The problem only occurs if someone sends a message internally (via
Exchange using internal email address) and then their co-worker tries to
forward the message to someone externally. That's when the message
doesn't get out.

This is the normal process.
- Person "A" receives a message from someone external
- they forward it externally (no problem)
- they forward it internally to a co-worker, Person "B" (no problem)
- Person "B" receives the email (no problem)
- Person "B" tries to forward it externally to their friend (problem,
that friend never gets it)

Person "B" can forward it to any internal co-worker but when they try to
forward it outside the company, they will get the delivery status
notification a day later.

 

[Jeff Stephenson [MSFT]]

I'll believe that there is something about the message that Outlook
generates (as opposed to Mozilla, say) that causes the ISP to not deliver
the mail - if Mozilla-forwarded messages go through and Outlook-forwarded
messages don't, then clearly there's something that causes it. That doesn't
mean, though, that there is a problem with Outlook's message, just that
there is a difference that leads to the result you're seeing.

If the ISP's server is not going to deliver the message, they should never
have accepted responsibility for it when Outlook submitted it. Do you ever
get a non-delivery receipt with a cause for the non-delivery back? Once the
ISP's server has accepted responsibility for the message, it is supposed to
either deliver it or tell you why it can't. It certainly *isn't* supposed
to just silently do nothing with the message.

I still think the next place to go is the ISP. They'll undoubtedly say that
it's an Outlook problem. Point out that their server accepted the message
for delivery, but neither delivered it nor send a non-delivery report -
therefore there's a problem with their server.

 

[Richard Fagen]

Hi Jeff,

You must be right. There has to be a difference between the Mozilla and
Outlook forwarded messages. I'll try to get someone knowledgeable
(that is a big task!) who I can demo this problem to.

You are right that since the ISP has accepted the message, they MUST
either deliver it or tell us why. Simply ignoring it is not acceptable.

I'll keep you posted.

Thanks again for your input.

Richard

 

[Jeff Stephenson [MSFT]]

Thanks - I'd really like to know what you find. We periodically get
complaints of messages that don't reach their destination even though the
log files show that the server has accepted the message. I'd really like to
understand why this happens. I'm guessing spam-filters, but it is just a
guess...