"Send Welcome Email" button not working for 365 synced users

[Peter Tomlins]

I have a customer running V18 (Build 314), Azure hosted.

I've noticed that I'm when trying to use the "Send Welcome Email" to send to 365 synced users, they do not get the mail (though curiously, they did on account creation).
The Mail Server settings are set to 3CX SMTP server.

Is this unsupported when trying to send to 365 synced 3CX users? Do I need to swap to Microsoft 365 as the server? I swear it's previously worked for other customers.

Thanks in advance!

 

[Peter Tomlins]

Changing this to use Microsoft 365 seems to have fixed it - very strange as our own PBX is set up in the same way and it happily sends welcome emails to 365 synced users via 3CX SMTP...

 

[ChrisC_3CX]

Is this unsupported when trying to send to 365 synced 3CX users? Do I need to swap to Microsoft 365 as the server? I swear it's previously worked for other customers.

This should actually work just fine, but, do note that in some cases you might get a specific email address or domain blocked due to fail responses from the mail server such as when the mailbox does not exist or is full, etc. For this reason we always recommend you make absolutely sure that the address you're about to send an email to is ready to receive emails successfully before an attempt is made by the 3CX SMTP.

Switch to the 3CX SMTP again, run the SMTP test and also try sending a welcome email to a different email address other than the ones in 365. Does it work ok? If yes, please send me one of the failed email addresses via PM so that we can check on our end.

 

[Peter Tomlins]

This should actually work just fine, but, do note that in some cases you might get a specific email address or domain blocked due to fail responses from the mail server such as when the mailbox does not exist or is full, etc. For this reason we always recommend you make absolutely sure that the address you're about to send an email to is ready to receive emails successfully before an attempt is made by the 3CX SMTP.

Switch to the 3CX SMTP again, run the SMTP test and also try sending a welcome email to a different email address other than the ones in 365. Does it work ok? If yes, please send me one of the failed email addresses via PM so that we can check on our end.

Thanks for the reply Chris

I already made a test extension on the PBX for myself with my own email address (not the same domain as the customer's) and this account isn't 365 synced - the welcome email is delivered every time to this.

The synced users' email addresses are 100% correct (they would be, as they've been pulled from 365).
Initially I suspected they were getting caught in up their email security gateway but there's absolutely nothing showing up in the logs, nor does a message trace in 365 reveal anything - it looks like it's not making it through your SMTP server(s).

I've managed to send the emails to the required users using the 365 mail server method so it's not urgent now (we're in the process of going live with 3CX for them) but I'll PM you an email address in case there's something weird going on with your SMTP server and the customer's domain.