Emails not sending or receiving

To troubleshoot the email issues for the account, you can follow these steps:

1. Check Email Status: Open the Email history page in your email system and filter for Failed emails. This will help you identify if there are specific errors related to sending or receiving emails.
2. Verify User Account: Ensure that the user account exists in Office 365 and has the appropriate permissions. If not, you may need to use alternate user accounts that have valid Exchange mailboxes.
3. SMTP Issues: If emails are failing to send, check for specific SMTP errors such as:
   • Mailbox full: If this is the case, use an alternate address for the recipient or contact them through other means.
   • Authentication unsuccessful: Ensure that the SMTP account information is correct and that the account is properly authenticated.
   • Single-label domain: If the recipient's address is a single-label domain (e.g., "contoso"), it will not be accepted by Office 365. Use an alternate address that includes a domain suffix.
4. Use Outlook on the Web: Have the affected user sign in to Outlook on the web to check if they can receive emails there. This can help determine if the issue is with the email app on their computer.
5. Run Support and Recovery Assistant: Download and run the Microsoft Support and Recovery Assistant on the affected computer. This tool can help identify and fix issues related to Outlook or Microsoft 365.

If these steps do not resolve the issue, you may need to consult with your IT department or Microsoft support for further assistance.

References:

• Troubleshoot mail flow in Exchange Online
• Find and fix email delivery issues as a Microsoft 365 for business admin

Hi @Larni Weiss-Robinson

Thank you for posting your question in the Q&A Forum. 

We understand how urgent this is, especially since your email is essential for court communications. It must be very stressful not being able to send or receive messages. Since emails are not working, there may be an issue with your domain settings. 

Please ask your IT admin (or whoever manages your domain) to check the following in your DNS TXT records: 

• SPF record (TXT): This tells other mail servers which servers are allowed to send emails for your domain. If it’s missing or incorrect, emails may be blocked. For Microsoft 365, it should generally be: v=spf1 include:spf.protection.outlook.com -all  
• MX records: Make sure these are correct; otherwise, emails may not be delivered. 
• Other DNS settings: Check for any warnings such as SOA expire values; fixing these helps keep your domain stable. 

To verify, your admin should go to Microsoft 365 Admin Center > Settings > Domains > Click on your domain > DNS records and ensure all TXT/SPF/DMARC and MX records show as correct/green. 

You can also use a public tool like MXToolbox (https://mxtoolbox.com) to quickly check TXT/SPF and other DNS records. 

Note: MXToolbox is a third-party service not affiliated with Microsoft. Results are provided for informational purposes only, and the sites are not controlled by Microsoft. Microsoft cannot guarantee the quality, safety, or suitability of any information found there. 

If emails still don’t work after checking and correcting all DNS records, your admin can raise a support ticket from the Microsoft 365 Admin Center. Microsoft Support can then investigate your mailbox directly and resolve any remaining mail flow or configuration issues. 

Following these steps should help restore sending and receiving for your mailbox as soon as possible.

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