Message trace shows a failure

Kareem Culbertson 0

Hello,

I am trying to receive an authentication code which normally goes to my shared inbox. However, my shared inbox is set to forward ALL emails to another inbox. Looking at the message trace, the emails are delivered to my first inbox successfully but the forwarding seems to be the issue. I made sure that the forwarding rule is setup correctly and the emails are spelled correctly. Is this error on my end or on the senders end? Thank you

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ChristyZhang-MSFT 23,306 Reputation points Microsoft Vendor

2024-08-07T01:49:03.1866667+00:00

Hi @Kareem Culbertson ,

Welcome to our forum!

Looks like your case is more related to Message trace. In order to better resolve your case, i will add "Exchange server" tag.
Jake Zhang-MSFT 5,835 Reputation points Microsoft Vendor

2024-08-29T02:16:27.5266667+00:00

Hi @Kareem Culbertson ,

Just checking in to see if above information was helpful. If the issue has been resolved, please mark the helpful replies as answers. Accepting an answer helps other community members to know the answer helped you. It is also a way to thank and recognize the person who helped you.

1 answer

Jake Zhang-MSFT 5,835 Reputation points Microsoft Vendor

2024-08-07T05:48:40.7666667+00:00
Hi @Kareem Culbertson,

Welcome to the Microsoft Q&A platform!

According to your description,you've done a good job checking the initial steps. The issue could potentially be on either end, but let's go through a couple more troubleshooting steps to narrow it down:

Make sure the forwarded emails are not ending up in the spam or junk folder of the second inbox.

Ensure that the second inbox isn't full and can accept new emails.

Sometimes forwarding can be delayed. You might want to test by sending a few emails to see if they eventually arrive.

If you are using an email client like Outlook, make sure there are no filters or rules within the client that might be interfering with the forwarding.

If possible, add the sender's email address to the safe sender list in both inboxes.

Please feel free to contact me if you have any queries.

Best,

Jake Zhang
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Kareem Culbertson 0 Reputation points

2024-08-07T17:56:05.3766667+00:00

Thanks Jake for the help. The emails are not going into the junk folder and it can receive new emails. We have been able to send a few test emails successfully. We also added the sender address to a safe senders list but still didn't receive any codes.

Andy David - MVP 148.1K Reputation points MVP

2024-08-07T19:05:50.93+00:00

Whats the reason for the failure in message tracking? It should tell you there

Jake Zhang-MSFT 5,835 Reputation points Microsoft Vendor

2024-08-09T09:23:25.21+00:00

Hi @Kareem Culbertson,

Please kindly consider this comment as a warm follow up, I want to know if your problem has been solved. If you still have any other questions, please feel free to comment here and I'm glad to provide further support.If the above info is helpful to this question, you can click "Accept Answer". Have a nice day!

Best,

Jake Zhang

Jake Zhang-MSFT 5,835 Reputation points Microsoft Vendor

2024-08-13T07:30:53.82+00:00

Hi @Kareem Culbertson,

If an answer has been helpful, please consider accepting the answer to help increase visibility of this question for other members of the Microsoft Q&A community. If not, please let us know what is still needed in the comments so the question can be answered. Thank you for helping to improve Microsoft Q&A!

Best,

Jake Zhang

Kareem Culbertson 0 Reputation points

2024-08-13T12:54:01.0933333+00:00

Sorry for the delay but after performing a new message trace, there aren't any emails being sent to the address now. I'm assuming that would be on the senders end? Other users are sending to the email successfully but when trying to access a portal and get an authentication code; nothing appears.

Jake Zhang-MSFT 5,835 Reputation points Microsoft Vendor

2024-08-30T09:13:11.6466667+00:00

Hi @Kareem Culbertson ,

Thanks for your response!

Next, you can try the following steps:

Make sure that the mail server on the sender's side is configured correctly and that there aren't any rules or filters that prevent messages from being sent.

Try testing with a different email address to see if you can successfully receive emails.

Make sure that the portal's settings are correct and that there is no configuration that prevents the verification code from being sent.

If there are access logs or mail logs, check for any error messages or prompts.

Please feel free to contact me for any updates. And if this helps, don't forget to mark it as an answer.

Best,

Jake Zhang

Jake Zhang-MSFT 5,835 Reputation points Microsoft Vendor

2024-09-04T02:52:48.7466667+00:00

Hi @Kareem Culbertson ,

Any updates so far? If you have solved your problem, could you share with us? Maybe it will help more people with similar problems. Don't forget to mark it as answer, this will be easy for other community members to find the useful one. Thanks for your understanding!

Best,

Jake Zhang
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