question

JoaoDiogo-2045 avatar image
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JoaoDiogo-2045 asked KyleXu-MSFT commented

Out of Office Reply - External user

We have a issue for a single user - after we set the Out of Office message for internally and external emails.

External users are not receiving the reply that the user is out of the office.

Out of Office reply for outside users is turned ON. I have confirmed via PowerShell and tested using my own account
Out of Office for internal users is working fine.

This specific user do not have any rule that overrules the OOO

Any ideas?

office-exchange-online-itpro
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1 Answer

KyleXu-MSFT avatar image
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KyleXu-MSFT answered KyleXu-MSFT commented

@JoaoDiogo-2045

Do you mean that your mailbox could send OOF to external mailbox successfully? Does the external account you used belong to the same domain(such as, gmail or hotmail) as the single user?

If your mailbox cannot send OOF to external mailbox successfully, I would suggest you have a check settings with remote domain:
79918-qa-kyle-10-32-57.png

If your mailbox could send OOF to that external domain, I would suggest you use command below to check whether OOF generate for that single user:

 Get-MessageTrace -SenderAddress singleUser@domain.onmicrosoft.com -StartDate 3/21/2021 -EndDate 3/23/2021

79967-qa-kyle-10-31-25.png

If this OOF generated and delivered, this OOF message may be blocked on the recipient side.

If OOF email doesn't generate, it means there may exist issue with the OOF configuration on this single user, I would suggest you try to check from OWA for this mailbox:
80012-qa-kyle-10-44-39.png

If all settings configured correctly, I would suggest you open a service request to Office 365 to let them help you check from the back-end.


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Hello @KyleXu-MSFT

Yes my account belongs to the same domain has the user facing the issue and i was able to seet OOF to external domain and it was working.


Will check the resaults from: Get-MessageTrace -SenderAddress singleUser@domain.onmicrosoft.com -StartDate 3/21/2021 -EndDate 3/23/2021

And post back my findings

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We have narrow it down to only users from gmail.com domain not reviving the OOF. But only for this specific user because if i set the OOO in my mailbox , gmail users get the reply.

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Did Gmail emails sent to this mailbox Inbox correctly? Whether OOF generate(Whether could check with Get-MessageTrace Command)?

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No, emails sent to gmail domain failed but no DNR generated. I have opened a case with Microsoft

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Whether emails show in this single mailbox Inbox folder? Based on my testing, if an email was flag as junk email, OOF will not generate for this email address.

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It doesnt generate for any emails from .gmail.com domain

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Does email sent from Gmail show in this mailbox(your organization issue mailbox) Inbox or Junk folder? From client side, user could block all email sent from Gmail:
81892-qa-kyle-17-58-39.png

In this situation, email sent from Gmail will show in this mailbox junk folder, this mailbox will not generate OOF by default.

If email send from Gmail arrive this mailbox Inbox correctly, there may exist issue with this mailbox itself. We may need to wait the response from Office 365 team.

By the way, Q&A forum Comment and Answer is different.

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I am writing here to confirm with you any update about this thread now?

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