Why has my CJSM E-mail bounced back?

If you send an E-mail to someone else using the CJSM service and the message "bounces-back" it can be difficult to work out why the message has come back. We explain what to look for in the bounce-back message and what needs to be done to get your message through.

08 February 2013 Frequently Asked Questions  CJSM, Security

CJSM - Article

If you send an E-mail to someone else using the CJSM service and the message "bounces-back" it can be difficult to work out why the message has come back. Here we explain what to look for in the bounce-back message and what needs to be done to get your message through.

The Bounce-back message

When a message bounces-back you will typically receive an E-mail which looks something like this

CJSM Bounce-back E-mail Message Extract

Note! What comes back may look a little different depending on what you are using to read your E-mail.

The vital bit of information we need is shown by the marker and in particular the bit which says "550 Invalid or missing destination routing data".

What the problem is

Below is a short list of typical responses to look for in the bounced-back E-mail and what should be done to resolve the matter.

550 Account not found. (TACL backstop)

What is the cause?

The recipient's organisation is part of the CJSM system however the E-mail address you have used is incorrect.

What to do!

You should check carefully the spelling of the E-mail address and confirm it with the recipient. You can also have the recipient send you an E-mail address to which you can reply.

550 Invalid or missing destination routing data [nmacl]

What is the cause?

This usually indicates a problem with recipient's own E-mail service to which CJSM will deliver your E-mail.

What to do!

Try again in a little while. If there is still a problem either contact the recipient or the CJSM Helpdesk.

550 There is no valid CJSM account with this email address.

What is the cause?

The recipient is on the CJSM system however the E-mail address is no longer in use.

What to do!

Contact the intended receipient and ask them to have their CJSM Administrator check their account.

550 This CJSM email account has been temporarily disabled.

What is the cause?

There are two possibilities. Either the receipients or your own CJSM E-mail account has been disabled in the CJSM service. To work out which look at the line above which reports the "Generating server".

What to do!

If the "Generating server" contains a reference to your organisation then your own E-mail account is disabled in which case you should contact your CJSM Administrator.

If the reference is to the organisation of the person you are sending to then their E-mail account has been disabled and they will need to contact their own CJSM Administrator

550 Unknown recipient

What is the cause?

The recipient's organisation is part of the CJSM system however the E-mail address you have used is incorrect.

What to do!

You should check carefully the spelling of the E-mail address and confirm it with the recipient. You can also have the recipient send you an E-mail address to which you can reply.

503 Valid RCPT command must precede DATA

What is the cause?

We have seen this on clients that have CJSM mailboxes and use an Email application (e.g. Outlook or Mac Mail) to send and receive CJSM Email.  When the Email is sent the response usually comes back almost immediately and we have found that the password of the CJSM mailbox has expired and needs to be changed.

What to do!

Log into your CJSM mailbox through the CJSM website and if prompted set a new password making sure this is updated in your Email applicationsl.

Sender address belongs to a non-trusted organisation [macl]

What is the cause?

You are attempting to send an E-mail to a CJSM receipient but the E-mail service you are using isn't recognised by the CJSM system.

What to do!

This usually happens when you try to send an E-mail from a Hotmail or Gmail account to a CJSM address. You should make sure you are using your CJSM enabled E-mail account or if you don't have one, contact the CJSM Helpdesk.

How to contact the CJSM Helpdesk

If after reading the guidance above there is still a problem, your first port of call is usually your local CJSM Administrator (your IT support or Chambers Administrator).

However you can also contact the CJSM Helpdesk using the following details:

Tags  bounce-back email returned undelivered

Corrections or suggestions

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