APPLIES TO


Email Signature Manager version 5.x

Email Signature Manager version 6.x

Email Signature Manager version 7.x


SUMMARY


This article describes the symptoms and cause of a problem where the Email Signature Manager Service fails to access mailboxes on Office 365 due to not using the primary SMTP address to reference the mailboxes. This article also describes the resolution for this issue.


SYMPTOMS


The Email Signature Manager Service fails to access one or more mailboxes on Office 365 due to not using the primary SMTP address to reference the mailboxes.


The following error information will be showing for affected users in the Status Monitor dialog:


The primary SMTP address must be specified when referencing a mailbox.


CAUSE


Microsoft Exchange Web Services required mailboxes to be referenced by primary SMTP address.


RESOLUTION


Update the email address attribute for affected users in Active Directory to the primary SMTP address from Office 365.


Alternatively, upgrade to Email Signature Manager 7.0.2 or later as this will correctly Autodiscover redirected email addresses.


If using Email Signature Manager 7.0.2 or later, make sure the option "Use the standard Office 365 URL directly" is disabled in the "Office 365 Settings" dialog.


STATUS


The problem is resolved as described above.


The problem no longer occurs when using Email Signature Manager 7.0.2 and later.