Unable to send emails to another ESS client

Products

• Email Security.cloud

Issue/Introduction

Messagelabs customers are unable to email another client of the ESS when their domain is still active but pointing to another vendor's MX records.

Error received: "421 4.4.0 [internal] no mail servers for this domain could be reached at this time". This error is common, but mostly will be seen in such a scenario.

Environment

Email Security.cloud

Cause

The receiving domain is not using Messagelabs clusters, but they are pointing to a different MX records.

Resolution

There are 2 solutions in order to quickly resolve the Issue :

1 - The recipient's domain owner or Administrator should remove the domain from the client net portal, if they are sure that the domain will not be using our services.

2 - The domain should be using our MX records as assigned during the provisioning process.

Note: If the end customer is not willing to use our services and they would like to cancel it, We recommend to contact Support or raise a Non technical case.