Emails sent to gmail account undeliverable

[#1]

TBH as long as the username.plus.com part is correct I wouldn't have expected anything before the @ to have affected the receipt

[#2]

@MisterW 

If "donkey" is the PRIMARY (default) email address and "steve" is a secondary mailbox address, we might be looking at something odd with the Thunderbird SMTP connection using a secondary mailbox.

If steve is a secondary mailbox, it is worth changing the SMTP logon details to donkey+steve (accountname+secondaryemailboxname) rather than using the (secondary) email address.

[#3]

As it is quiet on here and too hot to spend long outside, can I just say that I use a secondary address to contact a Gmail user on a daily basis and have never had this problem. I use TB as the client, with authentication.

[#4]

@Townman  to confirm what @jab1 says the credentials used for SMTP authentication make no difference. I have multiple mailboxes buT ONLY use one set of mailbox credentials to send for all of them

[#5]

I agree that it *should* make no difference but the information being supplied suggests that there is a difference between a primary and secondary mailbox / address. I think we need to user to clarify the status of the two different email addresses.

Something is not quite as it should be here.

If the user account is DONKEY then the default email address is probably donkey@donkey.plus.com

Steve@donkey.plus.com is clearly a different address and is probably a secondary mailbox.

Logging into webmail using donkey will access the default mailbox.

Logging in with donkey+Steve will access the secondary mailbox. For a like for like comparison with Thunderbird the user needs to access the Steve email box using webmail (not the default mailbox).

[#6]

Ok so something changed around midnight and after 2 weeks my name@username.globalnet.co.uk started working again and can both send and receive so senders are no longer getting error messages. I am guessing that the changes made 2 weeks ago have been rolled back.

I have done some tests this morning and using webmail everything works fine sending to gmail and googlemail. I always believed whichever you used made no difference.

However when sending from outlook only emails sent to googlemail get through. Anything to gmail gets rejected. Here is the error script redacted

This is an automatically generated Delivery Status Notification.      

Delivery to the following recipients failed permanently:

   * *********@gmail.com

Reason: A message that you sent to the following recipient could not be delivered due to a permanent error. ** The remote server ?? responded with: ** *****@gmail.com ??:?? This message was created automatically by mail delivery software on the server .

Reporting-MTA: dns; avasout-ptp-004 [84.93.230.250]
Received-From-MTA: dns; DESKTOPQK0V92B [176.27.91.76]
Arrival-Date: Sat, 13 Aug 2022 09:17:01 +0100


Final-recipient: rfc822; ********@gmail.com
Diagnostic-Code: smtp; 550-5.7.26 This message does not pass authentication checks (SPF and DKIM both

Last-attempt-Date: Sat, 13 Aug 2022 09:17:01 +0100

Received: from DESKTOPQK0V92B ([176.27.91.76])
    by smtp with ESMTPSA
    id MmKJo3mpmhnfQMmKLoIevU; Sat, 13 Aug 2022 09:17:01 +0100
X-Clacks-Overhead: "GNU Terry Pratchett"
X-CM-Score: 0.00
X-CNFS-Analysis: v=2.4 cv=F9pEy4tN c=1 sm=1 tr=0 ts=62f75dfd
 a=SL9f+axZZ3bKzCVDiK6W4Q==:117 a=SL9f+axZZ3bKzCVDiK6W4Q==:17
 a=DAwyPP_o2Byb1YXLmDAA:9 a=pGLkceISAAAA:8 a=27D9RiIL6PnW6SpE1f0A:9
 a=CjuIK1q_8ugA:10 a=nJoiYU8PbDMA:10 a=ihKDpVgl4dQA:10 a=kj07XXoTshAA:10
 a=yMhMjlubAAAA:8 a=SSmOFEACAAAA:8 a=60qo9B_3JVNP0o-Q6CYA:9
 a=rW362cJDUtmw5Qo9:21 a=gKO2Hq4RSVkA:10 a=UiCQ7L4-1S4A:10 a=hTZeC7Yk6K0A:10
 a=frz4AuCg-hUA:10 a=lqcHg5cX4UMA:10 a=T2qq8SfgoBjPOuDdUPT6:22
X-AUTH: *******@globalnet.co.uk:46500
From: <*********@globalnet.co.uk>
Sender: <j***@*****.globalnet.co.uk>
To: <********@gmail.com>
Subject: Test 9.16
Date: Sat, 13 Aug 2022 09:16:57 +0100
Message-ID: <02b301d8aeed$0f2477c0$2d6d6740$@globalnet.co.uk>
MIME-Version: 1.0
Content-Type: multipart/alternative;
    boundary="----=_NextPart_000_02B4_01D8AEF5.70E97C00"
X-Mailer: Microsoft Outlook 16.0
Thread-Index: Adiu7QYkyzSW/gnDR4mSwb/6OZCiaA==
Content-Language: en-gb
X-CMAE-Envelope: MS4xfBsEzFuRnDmvGqQj7IJuMhirKKQVuQbbUIpYowqXkVxdp2Xg7GpafdbjinpEpmrMoULOKyNTVW9HCP4cIvqhFnRqI5MH7gyV0/oGeWJS2gHrcrIZznnn
 E7phXW9ye2Ko1ruMcqVG02vYroaKAtLG+dE572TWtHNwi3ATJEyUkGC6OA1SvLkrfk6vAQcb6ao5/mg8fYutp06zhBFkkMeTxhM=

 Obviously if gmail users use gmail and googlemail interchangeably then there are going to be issues. From my experience most use gmail as it is easier to type.

I feel we must be getting close now to understanding the issue!

John

[#7]

Thank you to everyone trying to help me. I really appreciate it 👍

I have logged into the Plusnet account and there are no secondary email addresses setup. Only the main one (example below). donkey@donkey.plus.com (Set to Catch All)
I can't get on the computer until tomorrow but from memory I think it's set like this.

email address: steve@donkey.plus.com
Reply address: steve@donkey.plus.com
SMTP Port 587
STARTTLS
Username: donkey@donkey.plus.com
Password xxxxx (The Main Login Password)

So I think that's the problem.
The email address does not match the webmail email address which does work.

Tomorrow I will change the email address and reply address in Thunderbird to match the main Plusnet email address of donkey@donkey.plus.com and see what happens.

Thank you to all

[#8]

Today I have checked again the Thunderbird Settings.

The from address is steve@donkey.plus.com
The Reply to Address is steve@donkey.plus.com

The SMTP is set to donkey@donkey.plus.com

The Plusnet webmail is received at a gmail address and shows as sent from donkey@donkey.plus.com

I have changed the senders address in Thunderbird to donkey@donkey.plus.com
I have also changed the reply to address to donkey@donkey.plus.com

😬😬😬 The emails to gmail accounts are still being rejected and sent back.

I have now set my friend up with a gmail account and luckily I have been able to use his current email address @gmail.com instead of @plus.com.

I really thought with your help we were getting somewhere but we're not.

I can't think of anything else to try unless someone in Plusnet set's up a plusnet account on Thunderbird and publishes all the correct settings that work.

Many thanks

[#9]

It seems that my reply from earlier today has been taken down?
So I won't put all my findings and what I have done again but to those who are following this now and in the future, changing the from and reply to addresses in Thunderbird to match donkey@donkey.plus.com did not cure the emails being returned from gmail.

Thank you to all that have tried to help me.

[#10]

@Gandalf wrote:

@Spruce01, thanks for the private message! Sorry I haven't replied yet. I was out of the office yesterday, but I did pass it to NetOps, who are rolling back the changes they made to add a SPF record to the username.globalnet.co.uk domain.

Once that's done, hopefully you'll be able to receive and send mail again. They'll then investigate further to figure out why adding the record had caused this as I suspect we'll still need it to prevent the emails from bouncing as spam.

Sorry for the delayed update. I can see we've rolled back that change.

Can you let me know if you can send and receive email again now from mailbox@username.globalnet.co.uk?

Also I've asked NetOps for an update on the problem with emails to Gmail addresses bouncing back. 

[edit]

Just read with your comments on ticket 226533398. Glad that you can receive and send mail now albeit not yet to Gmail. 

[#11]

Thanks,

Is it worth double checking the server settings on my outlook account as I think, but not absolutely sure, that the problem is only with that way of sending to gmail (googlemail is ok).It is a POP account whereas I think all the others I use are IMAP or in the case of webmail send from spruce01@globlanet.co.uk. 

I became aware that there are options on the settings when there was the mega outage some time ago now.

May not be that at all of course and best to wait on NetOps conclusions

John 

[#12]

It matters not if RECEIVING is configured as POP3 or IMAP. They both use identical SMTP (relay) configurations for sending messages.

[#13]

Hey all,

I'm really sorry for how long the investigation's taking. I'm chasing this up and will update when I know more. 

@Spruce01, I don't think that the problem is down to how your client is configured as the bouncebacks suggest the emails are being rejected due to no DKIM or SPF record set for our domain...

[#14]

@Gandalf 

So (quite) possibly it isn't a client-side problem? Can I get my can of 'unsurpised' coloured paint out?

[#15]

---

@Gandalf wrote:

Hey all,

I'm really sorry for how long the investigation's taking. I'm chasing this up and will update when I know more. 

@Spruce01, I don't think that the problem is down to how your client is configured as the bouncebacks suggest the emails are being rejected due to no DKIM or SPF record set for our domain...

---

As an update, we've spoken with colleagues in our Duty Ops team and we're advised that this is in a queue to be fixed as NetOps have higher priority problems, which they're working on. I'll carry on keeping an eye on this.