If an incoming or outgoing message is not delivered, try the
troubleshooting recommendations in this article.
- Applies to: User
- Difficulty: Challenging
- Time needed: 1 hour
- Tools required: Online email access
For more information about prerequisite terminology, see
Cloud Office support terminology.
Use the following steps to narrow down the reasons for incoming or outgoing
Log in to apps.rackspace.com to
verify that the message is not in the mailbox.
Warning: If you confirm no new email arrives at apps.rackspace.com,
contact your account administrator and provide this article
Set up DNS records for Cloud Office email.
Search for the message in your mailbox. Try a variety of search criteria to
determine whether you misplaced the message in a sub-folder.
Check your Spam, Junk, and Trash folders for the message.
Recover deleted email.
a. Log in to apps.rackspace.com.
b. Right-click Trash, for Rackspace Email users, or Deleted Items, for
Exchange users, and select Recover Deleted Email from the menu.
c. A pop-up box displays messages deleted within the last 14 days.
Verify whether rules or filters exist to move or delete messages on your
local mail client.
Allow time to ensure there is not a message delay.
Investigate whether the sender received a bounce message. If so, see
Common email bounce messages for possible
Determine if the message went to an alias, contact, group list, or
distribution list because these types of addresses do not deliver any message
flagged as spam.
Note: Adding the sending address to your safelist does not correct this
issue. No configuration allows the system to forward spam.
Determine whether the receiving mailbox forwards to another mailbox.
If so, a message flagged as spam does not forward.
If you migrated from another provider, ensure the configuration includes the
After migrating your mailboxes to Rackspace Cloud Office from an external
company, your mail client must connect to the mailbox on the new server. For
example, if you are using Outlook to access your email, create a
new profile that connects to your new mailbox at Rackspace. Instructions for
configuring your mail client to connect with your migrated mailbox are at
If you upgraded your mailboxes at Rackspace Cloud Office, check
your mailbox configuration.
When you upgraded your mailbox, the system might have duplicated it on
another server. For example, if you upgrade a mailbox from Exchange 2007 to
Exchange 2016, your data migrates from the Exchange 2007 mailbox to a new
mailbox on Exchange 2016. This means that you must configure your local mail
client to connect to the mailbox on the new server. For instructions on
configuring your mail client after upgrading, log in to
Log in to apps.rackspace.com and try
to send the message again.
Determine whether you got a bounce message.
If so, see Common email bounce messages for possible solutions.
If you are sending from a
local mail client,
check your Drafts and Outbox folders for the message.
If the message is in one of those folders, attempt to resend it.
If you are sending to a contact, manually enter the email address and resend
Verify that the contact information is correct.
Try to send the message from a computer connected to a different Internet network.
For example, send from your home network or an alternative office network.
Note: Office network changes can cause email disruptions. Contact your
office network administrator if the preceding test is successful on an
alternative Internet network.
Verify with the recipient to see if your message ended up in a subfolder.
Also, ask the recipient if your message got marked as spam.
If your message shows as spam, see
Best practices for sending person-to-person email
to prevent this in the future.
Updated 4 months ago