Common Problems: User receives NDR (Non Delivery Report)

I noticed that I have not posted anything regarding mail or messaging for a while now. SO.. Here is a common issue that plagues most people.

What is an NDR and why am I getting it….!!!

Overview:
When a user sends an e-mail to an individual, a NDR’s (Non Delivery Report) can sometimes be received. NDR’s occur automatically when the e-mail system cannot locate the intended recipient. This can happen internally and externally. Each scenario requires it’s own resolution.

Symptoms of Problem:
UserA will receive an NDR when sending e-mail to a recipient. This can occur when selecting the recipient from the customers personal Contacts list, when issuing a “reply” to an existing e-mail, when sending e-mail through the internet, or having Outlook put in the email address from the cache.

Issue and Resolution:

Internal recipient:
If the user receives an NDR and it is an internal recipient, the problem is likely the internal recipient has been moved to another server or routing group within the same organization. If this occurs, have the user “forward”, not “reply”, and re-select the recipient from the GAL to send. By selecting the name from the GAL, this will also replace the name in the cache.

If it continues to happen, it is possible the recipients new address has not replicated to the global catalog server that the user is using. If this is the case, the user will have to “forward” and re-select the recipient from the GAL at a later time. A couple hours should be sufficient. (Depending on the size of your organization)

If the user has receive this from a distribution list or contact in his/her Contacts container, then the customer will have to recreate the entry in the distribution list or contact.

External recipient:
If the user receives an NDR and it is to an external address, then it is possible the user has a typo in the recipients “Send” address or the cache is wrong. Have the customer verify with the recipient the correct external address and delete the entry from the Outlook cache.

Cause of Problem:
If the recipient is an internal mailbox, (within the same organization), this generally happens when the recipient’s mailbox has moved.

If the recipient is an external mailbox, (a mailbox in a different organization), this generally happens when the recipient’s mailbox is disabled, deleted, or moved.