No welcome messages for selected user's address

[Leo_B]

Hello,

There's a strange glitch I'd like to discuss here: a new 3CX user with an address in the company's M365 tenant doesn't receive welcome/reset password emails, and the Exchange Administration Center logs don't show any incoming messages from 3CX. Meanwhile, voicemail notifications are delivered seamlessly. As soon as I replace the original email address with an alternative one, the welcome messages start arriving immediately. How could such selective behavior be explained?

Thank you.

 

[VoIPTools]

Is it possible that you have multiple extensions with the same email address assigned? I assume we are talking about 3CX V20? You have other users that are also using M365 that are receiving voicemails? Could they have a incorrect rule in Outlook that is sending these emails to junk or deleted folders? Is it going to spam?

 

[Leo_B]

Is it possible that you have multiple extensions with the same email address assigned? I assume we are talking about 3CX V20? You have other users that are also using M365 that are receiving voicemails? Could they have a incorrect rule in Outlook that is sending these emails to junk or deleted folders? Is it going to spam?

Appreciate your response. Come to think about this, V20 prevents re-use of the email address. And as I mentioned, the mail logs don’t show any incoming messages with the subject 'Your 3CX account details' to the specified address, while voicemail notifications are delivered to that same address without issue.

 

[AWS2P]

I already got the same with an hotmail.com email address and just like you did , just replacing with another one from another domain and email came back. for sure i was using 3CX SMTP and only one ext. using the email address on the pbx.
Never got something received in Outlook Spam folder or locked by any junk system on email server.

Also I got 3CX staff letting me know the email address wasn't blacklisted on their side.

 

[VoIPTools]

As we all know, a user can create a rule in Outlook that looks at the sender address, or subject content, etc., and potentially delete the email automatically. If they are not careful about how the rule is specified, Those rules are enforced at Exchange. Depending on the rule configuration, I could see some 3CX emails get delivered, and some not. But, to your point, if you did not see anything arrive at the Exchange level, then we need to look further.

It is VERY common, when using your own mail server, to have SMTP relay settings implemented incorrectly, One symptom of incorrect permission is being able to send email to your own domain name, but not to other domain names like Google or any other domain other than your own. But I assume the voicemail emails that are succeeding and those emails that are not, are both going to the same domain?

 

[Leo_B]

But I assume the voicemail emails that are succeeding and those emails that are not, are both going to the same domain?

Exactly. Same domain, same mailbox. That's a thing that puzzles me.

 

[KyriacosS_3CX]

Hi,

Unless already resolved, perhaps setting debug logging on and trying that email again could show something. Or creating a new extension and adding that email - in case there's something wrong with the extension+email combo, not just the email address on its own.

Best,
KS.