Outlook does not receive email

Isaac Vicentini · ‎03-24-2020

Emails configured in email property with outlook domain do not receive emails sent by ServiceNow, only email with Gmail domain.


In 'sys_email' shows that the email was sent correctly

Outbox account inbox is not full

There is no restriction rule in the outlook account

This happens with any outlook email that is configured in the email property

Gmail accounts, for example, receive email normally

Tests are being done in the QA environment

Has anyone been through this and could help me?

Best regards,

Isaac Vicentini
MVP 2025 ✨

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Allen Andreas · ‎03-24-2020

Hello,

Obviously the emails are working, so that doesn't seem to be the issue. I would recommend double-checking if the @outlook.com domain is blocked or if that is associated to a company...that the company is not sending those emails to spam folder, etc. You may need to get with your network team about this.

https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/security/task/blac...

However, if the email to outlook domains are showing in sys_email log, then it's something on the receiving end and not ServiceNow.

Please mark reply as Helpful/Correct, if applicable. Thanks!

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Prateek kumar · ‎03-26-2020

Please take a look at below article to troubleshoot outlook email sync.

https://recoverit.wondershare.com/email-tips/fix-outlook-not-receiving-email.html

Please mark my response as correct answer and helpful if it helped solved your question.
-Best Regards
Prateek kumar

Please mark my response as correct and helpful if it helped solved your question.
-Thanks

Hemant Goldar · ‎03-25-2020

Hi Isaac,

Check in junk mail in outlook.

Regards,

Hemant

Peter Groft · ‎09-08-2022

If you're having trouble receiving or sending messages from your mobile device, try removing the device in the Outlook.com options. Sign in to Outlook.com on a computer. > View all Outlook settings > General > Mobile devices. In the list of connected mobile devices, select your phone, and then select Remove.

Greetings,
Peter