SOLVED

email not received

%3CLINGO-SUB%20id%3D%22lingo-sub-211630%22%20slang%3D%22en-US%22%3Eemail%20not%20received%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-211630%22%20slang%3D%22en-US%22%3E%3CP%3EHi%26nbsp%3B%3C%2FP%3E%3CP%3Eone%20of%20my%20exchange%20online%20user%20has%20sent%20email%20to%20onpremises%20user%20and%20on%20premise%20user%20says%20that%20he%20did%20not%20receive%20email.%20how%20do%20i%20trace%20that%20email%20is%20received.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-211630%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EExchange%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EOffice%20365%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EOn-Premises%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-211705%22%20slang%3D%22en-US%22%3ERe%3A%20email%20not%20received%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-211705%22%20slang%3D%22en-US%22%3E%3CP%3EVerify%20the%20message%20was%20sent%20out%20properly%20from%20Exchange%20Online%20by%20performing%20a%20message%20trace%20in%20the%20Security%20and%20Compliance%20center%3A%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fblogs.technet.microsoft.com%2Fexchange%2F2018%2F05%2F02%2Fnew-message-trace-in-office-365-security-compliance-center%2F%22%20target%3D%22_self%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fblogs.technet.microsoft.com%2Fexchange%2F2018%2F05%2F02%2Fnew-message-trace-in-office-365-security-compliance-center%2F%3C%2FA%3E.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EIf%20you%20can%20find%20a%20successful%20delivery%20there%2C%20you'll%20need%20to%20search%20the%20message%20tracking%20logs%20in%20your%20Exchange%20on-premises%20environment%20to%20see%20what%20happened%20with%20the%20delivery%3A%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fdocs.microsoft.com%2Fen-us%2Fexchange%2Fmail-flow%2Ftransport-logs%2Fsearch-message-tracking-logs%22%20target%3D%22_self%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fdocs.microsoft.com%2Fen-us%2Fexchange%2Fmail-flow%2Ftransport-logs%2Fsearch-message-tracking-logs%3C%2FA%3E.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20find%20that%20most%20times%20with%20this%2C%20the%20issue%20actually%20was%20an%20end%20user%20mistake%2Ferror%3B%20either%20the%20sender%20mis-sent%20it%20or%20the%20recipient%20lost%20it.%20But%20the%20message%20tracking%20above%20will%20help%20you%20find%20it%20on%20the%20backend.%3C%2FP%3E%3C%2FLINGO-BODY%3E
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Frequent Contributor

Hi 

one of my exchange online user has sent email to onpremises user and on premise user says that he did not receive email. how do i trace that email is received.

1 Reply
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Solution

Verify the message was sent out properly from Exchange Online by performing a message trace in the Security and Compliance center: https://blogs.technet.microsoft.com/exchange/2018/05/02/new-message-trace-in-office-365-security-com....

 

If you can find a successful delivery there, you'll need to search the message tracking logs in your Exchange on-premises environment to see what happened with the delivery: https://docs.microsoft.com/en-us/exchange/mail-flow/transport-logs/search-message-tracking-logs.

 

I find that most times with this, the issue actually was an end user mistake/error; either the sender mis-sent it or the recipient lost it. But the message tracking above will help you find it on the backend.