Can't Contact u-he Support (Emails Bouncing)

[ciaranconnor]

Hey,

So I tried to contact u-he support today, and also back in March 9th, but I keep receiving these bounce messages:

Code: Select all

Remote-MTA: dns; mx00.kundenserver.de. (212.227.15.41, the server for the
 domain u-he.com.)
Diagnostic-Code: smtp; 550-Requested action not taken: mailbox unavailable
 550 invalid DNS MX or A/AAAA resource record

I also tried the contact form on the website, but I still received a bounce message, although this time in my spam folder as my server never actually sent the email.

I successfully contacted u-he support way back in 2014, and there hasn't been any changes to my email setup since, and I don't have any problems sending to anyone else.

Thanks,
Ciarán Connor

[zvenx]

I have a personalised domain. Sometimes they do bounce and I then have to switch to my gmail acccount.
For me it happens, but not too often.
rsp

[ciaranconnor]

Well I use G Suite, so I'm effectively using Gmail, but it shows my domain instead of gmail.com.

[#rob]

Interesting, we received another report like that just a day or two ago.

The error basically means: the address doesn't exist on the target server.
But nothing about our mail server has changed recently, theoretically, at least nothing we're aware of.
The mailbox isn't full or anything, and the mailbox definitely exists on our server.

So either you're writing to an email address that our server doesn't know, or our (mail) server's IP was changed and your DNS provider slept on the change and didn't refresh their DNS table yet, meaning your request for u-he.com could be forwarded to either a dead IP address or someone else's server, which obviously doesn't have our email address on it.

Did you use any special capitalization in the email address like Support@ or SUPPORT@ or something?
No clue if that could do any damage, just curious.

[zvenx]

Interesting, we received another report like that just a day or two ago.

The error basically means: the address doesn't exist on the target server.
But nothing about our mail server has changed recently, theoretically, at least nothing we're aware of.
The mailbox isn't full or anything, and the mailbox definitely exists on our server.

So either you're writing to an email address that our server doesn't know, or our (mail) server's IP was changed and your DNS provider slept on the change and didn't refresh their DNS table yet, meaning your request for u-he.com could be forwarded to either a dead IP address or someone else's server, which obviously doesn't have our email address on it.

Did you use any special capitalization in the email address like Support@ or SUPPORT@ or something?
No clue if that could do any damage, just curious.

Rob this use to happen to me often enough when I use to contact via email up to a few months ago..
We would be emailing back and forth and then all of a sudden, I would get that, and then have to switch to sending my response to a u-he support email by gmail, then it my personalized email would work again to u-he the next day.
rsp

[ciaranconnor]

Interesting, we received another report like that just a day or two ago.

The error basically means: the address doesn't exist on the target server.
But nothing about our mail server has changed recently, theoretically, at least nothing we're aware of.
The mailbox isn't full or anything, and the mailbox definitely exists on our server.

So either you're writing to an email address that our server doesn't know, or our (mail) server's IP was changed and your DNS provider slept on the change and didn't refresh their DNS table yet, meaning your request for u-he.com could be forwarded to either a dead IP address or someone else's server, which obviously doesn't have our email address on it.

Did you use any special capitalization in the email address like Support@ or SUPPORT@ or something?
No clue if that could do any damage, just curious.

Hey Rob,

Nah it's definitely not strange capitalisation or a wrong email address, and I doubt it's a DNS lookup error on only my end. If it was, then considering I use G Suite, then Gmail would also fail. And like I said, I also got a bounce using the contact form on the website, and that's not even me mailing it; it's PHP or whatever your using on your servers.

Anyway, I've compiled a Gist with all the headers from my interactions so far, hopefully it helps you get to the bottom of it.

Thanks,
Ciarán Connor

[#rob]

Hello Ciarán,

thank you so much for the Gist, amazing. I've made our hoster aware of the situation, since it seems to be a problem that's outside of our power to handle, but there's not much more I can do for now.

Did you meanwhile get the message through to us using another mailbox?

Although I would prefer support cases to be handled through the support system (since it's easier to follow up in the team), in this exceptional case I guess it's OK if you send me a PM here.