I'm dealing with a frustrating issue where User A is not receiving emails from a specific sender, but User B in the same organization is getting those emails just fine. I've confirmed that the sender is entering User A's email address correctly, and I've even had them remove and re-add User A from their contacts. When I faced this issue previously with a different sender and User A, the sender's IT team was able to resolve it, but I'm not sure how they did it. I've checked the spam filter for User A and verified that nothing is landing in their spam or junk folders. The email is hosted on an on-premises Exchange server. I'm looking for any ideas on what might be going wrong here.
4 Answers
If you can't find the email in the logs of your receiving system, I'd suggest looking into the sender's setup. If they've sent other messages successfully, then it might be a filtering issue on their end. Also, in some setups, messages can get quarantined in a pre-filter stage, so checking that out might help. Lastly, deleting and re-entering the email address from their Outlook autocomplete could fix any underlying metadata issues.
Different setups can cause confusion, especially with on-prem and hosted systems. If User B moves or deletes the email, it could affect where the message ends up for User A. That's something to keep in mind.
First thing to check are any email rules or filters that might be set up for User A. Sometimes they can accidentally block certain senders without realizing it. If the problem persists, it might be a good idea for the sender's IT team to take another look.
Email issues can be really annoying! If the emails aren't making it through the spam filter, the sender's team should check their outgoing email logs. Did the sender's IT share any details on how they fixed it last time?
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