An IBM SmartCloud Notes receives a Delivery Failure Report that states, "User account is not active," when sending e-mail to an external recipient. External users can send e-mail successfully to this recipient.
The administrator complains that it does not look good for SmartCloud users to
not be able to successfully send e-mail to users, while external users can
successfully send e-mail to the same recipients.
Resolution: In this particular case, the recipient is an IBM SmartCloud Notes user in a
different SmartCloud Notes organization that is suspended. The suspended
organization has an MX record that points its Internet domain to an external
server, thereby, allowing external users to send e-mail successfully to this
recipient's external account. SmartCloud Notes, however, sees the recipient as
a Connection Cloud user whose account is not active, and prevents the message
from going to the Internet.
An enhancement request has been created to allow SmartCloud Notes servers to
transfer e-mail to a suspended user's external account, if an MX record for the
recipient's Internet domain points to an external server.
If the suspended organization is a hybrid environment and if the MX record
points to the on-premises side of the organization, then a DFR that states,
"The account is not active," could still be sent to the senders. If the MX
record points to an external server's external accounts, then the e-mail could
A workaround would be for the sending SmartCloud Notes organization to
configure an SMTP relay in the "SMTP server" field of the Email Management
section (in Admin UI, IBM SmartCloud Notes, Account Settings) to transfer
outbound e-mail from SmartCloud Notes users to the Internet.