Emails Delivered to Incorrect Recipient Due to Address Resolution Mismatch

Products

• Messaging Gateway

Issue/Introduction

A user reports that they are not receiving email messages as expected. Upon reviewing the message audit logs, it is observed that the intended recipient differs from the actual recipient to whom the message was delivered. The email is successfully delivered but to the intended recipient address instead of the expected one.

Environment

Address Resolution enabled

Cause

This issue occurs when the primary email address of the user in Active Directory (AD) does not match the test email address used for Address Resolution.

When Address Resolution is enabled, the system automatically resolves and maps email addresses based on AD data. If the primary email address in AD differs from the test email address, emails may be redirected to the wrong recipient.

How to Verify

1. Navigate to:
   Administration > Settings > Active Directory > Address Resolution

2. Click Test Email Address.

3. Review the results:

   • The Test Email Address and the Primary Address should match.

If the addresses do not match, this confirms that the primary email address in AD is incorrect or outdated.

Resolution

1. Contact your DDS (Directory Data Services) Administrator or the Active Directory Administrator.

2. Request them to correct the primary email address of the affected user in Active Directory.

3. After the AD update is completed and synchronized, re-test the address under:
   Administration > Settings > Active Directory > Address Resolution > Test Email Address

4. Confirm that the Primary Address and Test Email Address now match.

5. Once corrected, new messages should be delivered to the correct recipient.