Issue with Microsoft Hosted Email Adresses

Article Summary

[RESOLVED]: MDScripts is aware of an ongoing issue with delivering system-generated messages to customer email accounts hosted on Microsoft email servers (Outlook.com, Hosted Exchange, Hotmail, etc.). We are working with our email service provider and Microsoft to find a resolution. Please see the article for resolution information.

Resolution:

As of 8:30am EST Friday 5/10 all pending emails sent on 5/9/24 have been accepted and processed by Microsoft email servers for customers using Outlook.com, Hotmail.com or other Hosted Email Exchange servers.

MDScripts worked with our email service provider, SendGrid, to migrate to a new set of IP addresses and are working through a warm-up period of 48 hours of metered sending along with our previous pool. We cannot control Microsoft's reputation scoring and blocking of certain IP ranges, but we are hopeful the new sending IPs will be better received by Microsoft going forward. Please report delivery issues via our customer support channels going forward and we will attempt to resolve the best we can from our end, but often we are at the mercy of the algorithms used by ISPs to set reputation scores.

Reminders:

• All users should unsubscribe from system notifications under Home -> My Settings as needed instead of marking messages as spam within your email system, which will help keep reputation scores high for our sending email systems.
• Users who rely on 2FA tokens for logins or e-prescribing should have at least 2 methods configured such as SMS or an authenticator app in case one method becomes unavailable.