Outlook autodiscover detecting wrong incoming/outgoing mail server

Support General Configuration
1

Hi,

We have some new Axigen accounts created.

Our autodiscover record is created: DNS Propagation Checker - Global DNS Testing Tool

autodiscover.melvilletennis.com.au CNAME ax.email

However, when adding our accounts to Outlook, Outlook will set the incoming/outgoing mail server to melvilletennis.com.au or mail.melvilletennis.com.au

Help appreciated.

2

Hello Steve,

The autodiscover record is usually used for ActiveSync or Exchange account type.

When configuring an email application for SMTP / IMAP access, the SRV DNS records are usually used - so my advice is to look check this documentation:

DNS Based Service Discovery

and let us know if the email account is properly configured after putting _submission and _imaps SRV records.

HTH,
Ioan

3

Thanks Ioan,

So, I should create:

_imap._tcp.melvilletennis.com.au SRV ax.email
_submission._tcp.melvilletennis.com.au SRV ax.email

or

_imap._tcp.melvilletennis.com.au SRV mail.melvilletennis.com.au
_submission._tcp.melvilletennis.com.au SRV smtp.melvilletennis.com.au

Thanks

4

Hello Steve,

Actually none :innocent:

For your specific case, where ax.email is hosting your domain, my recommendation is to create:

_submission._tcp.melvilletennis.com.au.  SRV  5 0 587 ax.email.
_imap._tcp.melvilletennis.com.au.        SRV  0 0 0 .
_imaps._tcp.melvilletennis.com.au.       SRV  0 1 993 ax.email.

Note: I’ve checked and both 587 and 993 listeners at ax.email are open

On the other hand - have you already contacted the support team from your hosting platform (which seems to be VentraIP as maybe they would like to provide you other recommendations)?

HTH,
Ioan

5

Close!

Thanks, Ioan, I’ve made those changes.

They have propagated.

However, Outlook still thinks the mail server is melvilletennis.com.au

Screenshot 2023-07-13 202728
Screenshot 2023-07-13 202728875×422 24 KB

Synergy Wholesale support says the autodiscover record is correct, and they’re unsure why Outlook is not connecting to the right server.

6

Screenshot 2023-07-13 202655

7

Hi @indreias,

Any further ideas on the setup?

I think I will create normal cPanel email accounts if I can’t get ax.email accounts working.

Regards,
Steve

8

Hello Steve,

As a last resort, and based on MS own docs, please add a new SRV record for _autodicover like:

_autodiscover._tcp.melvilletennis.com.au.     SRV    0 0 443 ax.email.

Other than that I’m out of “magic” solutions.

HTH,
Ioan

PS: IMHO the CNAME setup suffer from the problem that the SSL cert configured on ax.email do not include autodiscover. into the Certificate Subject Alternative Name extension, thus the HTTPS connection will not be trusted (and most probably deferred by the mail client).

9

Hi Ioan,

I tried that, but unfortunately the same issue occurred.

So, I cancelled the Axigen emails for this domain and switched to cPanel email accounts.

I’ve used an Axigen email through Synergy without a problem before, so it looks domain specific.

I do appreciate your time helping us out with this, thank you.

Do you know if only vendors can receive tech support from Axigen, rather than customers?

Steve

10

Hello Steve,

We are providing support only to customers.

But here, on this public forum, we (from Axigen) or other community members (not necessarily affiliated with Axigen) are trying to answer / provide help when possible.

All my best,
Ioan