Solution: NDR – The recipient’s e-mail address was not found in the recipient’s e-mail system.

Author: Zahir Hussain Shah

NDR: The recipient’s e-mail address was not found in the recipient’s e-mail system.

There are times, when an Exchange Messaging Engineer receives a phone call or email from his users, that they are trying to send an email to a partner company or customer, and it is rejected by the Exchange Server that the recipient address was not found in the recipient email system, but at the same moment they are able to send email to the same person through OWA.

Sample Problem:

From: Microsoft Exchange
Sent: Thursday, March 31, 2011 9:24 AM
To: Rob Mark
Subject: Undeliverable: Marketing Proposal

Delivery has failed to these recipients or distribution lists:

Tom Jerry
The recipient’s e-mail address was not found in the recipient’s e-mail system. Microsoft Exchange will not try to redeliver this message for you. Please check the e-mail address and try resending this message, or provide the following diagnostic text to your system administrator.

Isnt it strange? J

Resolution:

1) If in your case, user is trying to send an email to an external contact created in your Exchange, you need to go and check the contact properties, for Email Address Tab, and see weather automatically update the email address check box has been selected or not, it is advisable to check this box for your external contacts, as in our case, our parent company pushes the contact to each sister company, so if the change anything, it will update the contact in our Exchange Server.

Server Side:

a. Go to Exchange Server Management Console

b. Find the contact for which your facing problem

c. Open Email Address Tab of the contact

d. Check the Automatically update the email address.

Client Side:

In Outlook 2002/2003/2007:

  1. Open Outlook.
  2. Open a new message window, then go to the File menu and choose New > Mail Message.
  3. Type one or more letters of the recipient name or address; this will show memorized (cached) entries in a drop-down list.
  4. Use the arrow keys on your keyboard to select the entry to be deleted. With the entry highlighted, press the DELETE key on your keyboard.
    This removes the entry from your auto completion cache.

In Outlook 2010:

  1. Switch to Contacts in the Navigation Pane.
  2. Open the Suggested Contacts folder.
  3. Find the entry you would like to delete.
  4. Right-click the contact and choose Delete.

 

To delete all cached entries:

In Outlook 2010:

  1. Switch to Contacts in the Navigation Pane.
  2. Open the Suggested Contacts folder.
  3. Select contacts you would like to delete. To select several entries, hold down CTRL or SHIFT on the keyboard while clicking. To select all contacts, press CTRL + A on the keyboard.
  4. With the entries highlighted, press the DELETE key on your keyboard.

In Outlook 2002/2003/2007:

To reset the Outlook nickname cache, use the following steps that are appropriate for your version of Microsoft Windows. After you restart Outlook, Outlook generates a new nickname cache.

Microsoft Windows Vista

  1. Exit Outlook.
  2. Click Start > Search.
  3. Click Advanced Search.
  4. Check the box for Include non-indexed, hidden, and system files (might be slow).
  5. Search for *.NK2 in the Name field.
  6. Right-click the .NK2 file with the name of the profile that you want to reset, and then click Rename.
  7. Rename the file to profile name.bak, and then press ENTER.
  8. Exit Windows Explorer.
  9. Restart Outlook.

Microsoft Windows XP

  1. Exit Outlook.
  2. Start Microsoft Windows Explorer.
  3. On the Tools menu, click Folder Options, and then click the View tab.
  4. Under Advanced Settings, select the Show hidden files and folders checkbox.
  5. Click OK.
  6. Click Start, point to Search, and then click All files or folders.
  7. In the Search Companion box, type *.NK2 in the All or part of the file name box.
  8. In the Look in box, select your local hard disk drive.
  9. Select More Advanced Options and enable Search Hidden Files and Folders.
  10. Click Search.
  11. Right-click the .NK2 file with the name of the profile that you want to reset, and then click Rename.
  12. Rename the file to profile name.bak, and then press ENTER.
  13. Exit Windows Explorer.
  14. Restart Outlook.

Microsoft Windows 2000

  1. Exit Outlook.
  2. Start Windows Explorer.
  3. On the Tools menu, click Folder Options, and then click the View tab.
  4. Under Advanced Settings, select the Show hidden files and folders checkbox.
  5. Click OK.
  6. Click Start, point to Search, and then click For Files or Folders.
  7. In the Search for Files or Folders box, type *.NK2 in the File name box.
  8. In the Look in box, select your local hard disk drive.
  9. Click Search Now.
  10. Right-click the .NK2 file with the name of the profile that you want to reset, and then click Rename.
  11. Rename the file to profile name.bak, and then press ENTER.
  12. Exit Windows Explorer.
  13. Restart Outlook.

I hope this will help you to fix this problem, as it is quite annoying that your users are able to send the same email through OWA, but not from Outlook J

Cheers!

Zahir Hussain Shah
Infrastructure Practice Consultant – Unified Communications
MCSE, MCTS, MCTIP Enterprise Administrator, CCNA, ITIL
Blog: http://zahirshahblog.com | LinkedIn | Twitter

 

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About Zahir Hussain Shah

Systems Infrastructure Consultant, Systems Solution Architect, Senior Systems Engineer. Certifications: MCSE, MCTIP Entperprise Administrat

Posted on 31/03/2011, in Exchange 2010. Bookmark the permalink. 2 Comments.

  1. Just had this problem in Exchange 2007, with a different resolution.

    Same symptom, the mailbox and proper address DID exist, and exchange would send an ndr saying it did not.

    OWA could still send the same address messages with no problem, but outlook would fail.

    Turns out there was a double space between his first and last name in the General tab of his Exchange Mailbox properties…..believe it or not. Returned that to a single space, and suddenly Exchange CAN find his address, which had been being typed correctly for both failures and successes.

    Quirky and flawed behavior, for sure.

  2. Ya, I saw it too once, that when I changed the display name of the user, means corrected it, changed it, it worked. :)

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