The ICT service

Email Bounce Backs

Purpose: Instructions to resolve an bounce back when emailing us after half term
Audience: All school staff

The ICT Service will will migrate our business email system to a new platform during the February half term 2017; following this change some schools who currently share the Schools Hosted email system with us may receive an error message when you try to email us.
 
If you receive a ‘bounce back’ email after half term, please follow the instructions below to resolve the issue. 
 
Please note:  there is no change to the Schools Hosted email system. This is just us, The ICT Service move to another platform.   
 
Problem: You email a member of staff at an address ending with @theictservice.org.uk after February half term 2017 and you experience bounce back message.
 
Typically the bounce back message will read similar to the one below - note the mailto:IMCEAEX
 
‘Delivery has failed to these recipients or groups:
 
Info mailto:IMCEAEX-_O%3DCAMBSED%2B20EXCHANGE%2B20ORGANISATION_OU%3DEXCHANGE%2B20ADMINISTRATIVE%
2B20GROUP%2B20%2B28FYDIBOHF23SPDLT%2B29_CN%3DRECIPIENTS_
CN%3DInfo%2B2Ec9s@cambsed.net

The email address that you entered couldn't be found. Check the address and try resending the message. If the problem continues, please contact your helpdesk.’
 
Cause: Microsoft Outlook has cached the original Exchange address (not to be confused with SMTP Email address).  This is because we were previously on the same email system.
 
Resolution: When typing the recipient’s name into the ‘To’ field in outlook, it will attempt to autocomplete the email address.
 
Simply delete this autocomplete address by pressing the ‘X’ at the end of the name.

Fully re-type the email address e.g. support@theictservice.org.uk
 
Note: If users are also replying to an email message from us that pre-dates February half term 2017, then the ‘IMCEAEX’ address can also be held in the message.   The fix in this case would be, again, to delete the ‘To’ address and re-type it in full.

 

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