New user not able to send/receive emails

Created by Yves Lacombe, Modified on Fri, 27 Aug 2021 at 01:59 PM by Yves Lacombe

Issue: Trying to send an Email from/to a user recently created and getting errors

Trying to send mail outbound using the new user:

554 5.7.1 <>: Relay access denied

Trying to send mail inbound to that new user:

550 5.1.1 <>: Recipient address rejected: User unknown


When you create a user in Proofpoint Essentials, you need to wait between 30 to 60 minutes before the user is actually "live".  The reason this delay exists is because when you are adding the user, you're basically adding it to the master control server (the one that manages the web interface).   

A scheduled task (chron job) takes the user additions/substractions and pushes them to the mail server clusters every 30 minutes at the top and bottom of every hour.  So if you JUST created a user, that user will be unable to send or receive emails for up to an hour after being created.

Should it take longer than that, you should contact us to see what's up.

This isn't exclusively the only setting that is affected by the chron job.  Adding or changing a domain will also be subject to that 30 to 60 minutes delay.