Using Exchange error diagnostics

Find out how to run automated error checks on Exchange accounts

Last updated 28th May 2021

Objective

Since there is a multitude of reasons why errors might occur on Exchange email accounts, an automatic check of the account's functionalities helps to narrow down possible causes. The test results are therefore useful for a support request regarding issues on your Exchange service.

This guide explains how to launch an Exchange diagnostic check and interpret the results.

Requirements

Instructions

Running the diagnostic

Log in to your OVHcloud Control Panel and switch to Web Cloud in the top menu bar. Open Microsoft in the services bar on the left-hand side, then Exchange and select your service.

Exchange Diagnostic

Click on the tab Diagnostics and choose the Exchange account concerned from the drop-down menu. Enter the account password in the field below, then click on Launch diagnostic.

Exchange Diagnostic

The diagnostic routine will take approximately 3 to 10 minutes to complete. Below is an example output of the results:

Exchange Diagnostic

The results page offers two actions to continue:

  • New diagnostic: starts another diagnostic check.

  • Open a support ticket: allows you to create a request to our technical support which will include the diagnostic results.

Error explanations

Refer to the following summary of possible errors to find the quickest resolution.

The account has been blocked for sending spam

A blocked account still receives emails but sending has been disabled by the automatic spam protection system.

You can verify this in the Email accounts tab of your Exchange service. The account will have the SPAM status displayed in the table.

Please follow the instructions in this guide to enable our security teams to re-enable the account.

Subscription to the account has expired

Your subscription is no longer active, so sending and receiving have been disabled. You can review the billing status of the service in the OVHcloud Control Panel and renew it to reactivate the account.

Account locked due to the security policy

If there is a security policy activated in the OVHcloud Control Panel, the account could be temporarily locked.

You can for example decide that the account will be locked after multiple unsuccessful login attempts, for a period of time determined by you.

In this case, you can either wait until the account becomes available again or you can contact our Exchange teams by creating a support request.

You can find more information about this topic in the security policy guide.

Webmail authentication has failed

This can be caused by entering an incorrect account password. First verify via a webmail login that the password is correct, then restart the diagnostics.

If necessary, you can change the password of the account concerned in the Exchange tab Email accounts of your OVHcloud Control Panel. If the issue persists, create a support request.

The domain MX record is not valid

This error indicates that emails cannot be received and it is also linked to the error "WARNING: The test email has not been received.".

Depending on your Exchange service usage, the following MX servers are valid:

  • Exchange only: mx0.mail.ovh.net, mx1.mail.ovh.net, mx2.mail.ovh.net, mx3.mail.ovh.net & mx4.mail.ovh.net
  • Exchange & POP/IMAP email hosted by OVHcloud: mx0.mail.ovh.net, mx1.mail.ovh.net mx2.mail.ovh.net, mx3.mail.ovh.net & mx4.mail.ovh.net
  • Exchange & POP/IMAP email not hosted by OVHcloud: ex?.mail.ovh.net

In our guides, we use as the server name: ex?.mail.ovh.net. You will need to replace the "?" with the actual number indicating the appropriate server for your Exchange service.

You can find this information in the OVHcloud Control Panel, in the Web Cloud section: Open Microsoft in the services bar on the left-hand side, then Exchange and select your service. The server name is displayed in the Connection box in the General Information tab.

The domain's SRV record is not valid

The SRV record is essential to the automatic configuration of your Exchange account with a compatible email software such as Microsoft Outlook.

You can verify these settings in your domain's DNS zone.

Here are the mandatory values for an Exchange service:

Field Value
Priority 0
Weight 0
Port 443
Target Your hostname (ex?.mail.ovh.net)

The test email could not be sent from this account

This error indicates a general email sending failure wich may have several causes:

Go further

Join our community of users on https://community.ovh.com/en/.


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