Mail Flow
I can't send or receive emails and have been told that my MX record is missing or incorrect
What is an MX record? An MX record directs the route an email takes when being sent to a domain. i.e. If an MX record says smtp-relay.gmail.com, the emails are being directed to a Gmail relay. How can I check my MX record? You can visit MXToolbox and ...
"550 5.4.1 Recipient address rejected: Access denied" When Sending to Mail-enabled Public Folders in Microsoft 365
What is the issue? When sending to mail-enabled public folders in Microsoft 365, a bounce is returned stating the following: "550 5.4.1 Recipient address rejected: Access denied" Why is this happening? This is caused by Directory Based Edge Blocking ...
Obtaining Email Samples for Google Workspace
What will you need to do? If you have reported a bug or a mail flow issue with Black Pearl Mail, the Customer Support team may require samples of the affected mail in order to investigate the issue. We require a specific file type (.eml) to carry ...
Obtaining Email Samples for M365
What will you need to do? If you have reported a bug or a mail flow issue with Black Pearl Mail, the Customer Support team may require samples of the affected mail in order to investigate the issue. We require a specific file type (.eml) to carry ...
Disable Branding on Internal Emails for Office 365
What will you need to do? If you would like to turn off branding for all internal emails, then this can be achieved by modifying the existing Black Pearl Mail Office 365 rule to exclude internal emails from routing through Black Pearl Mail. If you ...
Obtaining Message Trace Details for G Suite
What will you need to do? If there is an issue with mail delivery, the Black Pearl Mail Support team may request a copy message trace details from your G Suite logs. This article with guide you through the process of obtaining these details. If you ...
Google Calendar Meeting Reminder Fix
What will you need to do? If you are experiencing issues with Google calendar reminders, the Customer Support team may have advised you to put this fix in place. You will be making a modification to the existing Black Pearl ...
Obtaining Message Trace Details in Office 365
What will you need to do? If there is an issue with mail delivery, the Black Pearl Mail Support team may request a copy message trace details from your Office 365 logs. This article with guide you through the process of obtaining these details. If ...
Obtaining Outlook Client Version Number for Windows
What will you need to do? If you have reported an issue with Black Pearl Mail, the Customer Support team may require the version number of your sending/receiving Outlook client to investigate further. This KB article will walk you through the steps ...
Temporarily Disable Black Pearl Mail for Office 365
What will you need to do? If there is an issue with routing through Black Pearl Mail, you may wish to temporarily disable Black Pearl Mail. You can then re-enable Black Pearl Mail when the issue is resolved. If you have any issues or questions during ...
Temporarily Disable Black Pearl Mail for G Suite
What will you need to do? If there is an issue with routing through Black Pearl Mail, you may wish to temporarily disable Black Pearl Mail. You can then re-enable Black Pearl Mail when the issue is resolved. If you have any issues or questions during ...