Issue Can send but not receive Emails on new address?

[wisnoskij]

Hello all,
I recently got given an account on our business' plesk server. Mainly for now because I needed an email address with the us to make a google maps listing. I created that email (admin@), last evening and I can send emails with it, but anything sent to it just bounces back as address not found. The pre-existing email (info@) is still working like normal.

Does the service need a reset after a new email is added?

Not sure if linux or windows, is there a way to tell in the interface?
I see I can create an email address in my profile as well, will try to see is that works.
Writing this a thought came to mind, maybe the admin@ address is taken/set aside?

 

[wisnoskij]

No creating a second email account in my profile with a different name resulted in the same result.
So I am back, does teh server just need a restart for all new addresses? It is handling emails, just not new addresses.

 

[tessa67]

Hi @wisnoskij,

No restart is needed, new mailboxes work immediately in Plesk. Sending works because it goes out through the Plesk server. Receiving depends on where the domain’s MX record points, so my first suspicion is that incoming mail for admin@ is not arriving on this server at all.

To be upfront: right now we are basically guessing in the fog. Without the bounce message and the MX record, nobody can say for sure what is going on.

Could admin@ be reserved or blocked? It’s possible. admin@, postmaster@, abuse@ and similar role addresses are often treated specially, for example by a mail gateway or spam filter in front of the server, or by a hosting provider’s setup. Plesk itself does not block the creation of admin@, but I can’t rule out that something else in your setup does. That said, you got the same result with a second address under a different name, which speaks more for a delivery problem (MX or gateway) than for a block on “admin”.

Please check:

1. Bounce message: Open the full bounce (including headers) and look at which server rejected the mail (lines like “Reporting-MTA” or “Remote-MTA”). If it is not your Plesk server (e.g. Google, Microsoft, or your hosting provider), the mail is going elsewhere.
2. MX record: Run nslookup -type=mx yourdomain.com or use an online MX lookup and compare the result with your Plesk server’s hostname/IP.
3. Mail service for the domain: Check under Domains → yourdomain.com → Mail → Mail Settings that the mail service is active, and look at the setting “If email does not exist”.
4. DNS: Check whether the DNS zone is hosted in Plesk (DNS Settings) or at an external registrar. If it is external, the MX record has to be changed there.
5. info@: Verify that info@ is really listed under Mail on this server. If not, it is hosted elsewhere, which would explain the difference.

To find out whether the server is Linux or Windows, see Tools & Settings → About.

If you post the bounce message (domain anonymized) and the MX lookup result, we can narrow it down quickly.

Regards
Tessa

 

[wisnoskij]

Thank you @tessa67
I don't see any MTA tags, only internal Google stuff, here is the response.
2. It is returning a mail exchanger on rebel.com, our host which is a different IP address as plesh. So I think this explains the issue our plesh is not handling emails at all, it is our hosting service that is doing so
3. It was set to reject, I changed to bounce with message (to change, I don't get the message).



I don't see any tools and settings.

It looks like I simply need access to our rebel account if I am going to get an email up and running. thanks for all the help

 

[tessa67]

Hi @wisnoskij,

Thanks, that settles it. The 550 5.5.1 Recipient rejected comes from a mail security gateway (Vade) at your hosting provider, not from your Plesk server. Together with your MX result (rebel.com), incoming mail is handled by rebel, and they don’t know admin@.

So you’re right: admin@ has to be created in the rebel account (that’s also where info@ lives). I wouldn’t point the MX to the Plesk server, because info@ and other existing mailboxes would stop working.

The mailbox in Plesk isn’t needed and can be deleted. Once admin@ exists at rebel, send a test mail before you use it for Google Maps.

Regards
Tessa