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Cannot add a new domain in Hosted Email Security (HES) even when the domain's MX record has been redirected to the HES MX records

    • Updated:
    • 19 Aug 2016
    • Product/Version:
    • Hosted Email Security 2.0
    • Platform:
    • N/A N/A
Summary

You are trying to add a new domain to HES but receive the following error:

The IP address entered does not match the mail server address of the domain. Verify the mail server IP address and try again.

Details
Public

The issue occurs even when the domain's MX record has been redirected to HES' MX records:

  • EMEA: in.hes.trendmicro.eu
  • Non-EMEA: in.hes.trendmicro.com

It is NOT advisable to redirect your MX record to HES when the domain has not yet been successfully added to your HES account. Doing so will cause mails to be bounced, because at that point, HES has no idea where to deliver mails for your domain.

Below is the correct process:

  1. Add the domain to your HES account.

    Add Domain

    Click image to enlarge.

  2. Wait for the domain to appear on your account with the status "Adding".

    Domain in Adding state

    Click image to enlarge.

  3. Send a test email to your test address.
  4. Confirm that the test email is received.
  5. Redirect your MX records. Refer to the article FAQs about Hosted Email Security and click the topic Why do registered users need to redirect their MX records to HES?.

If you have redirected your MX records and are unable to add your domain, you may do any of the following workaround:

Option 1

  1. Revert your MX redirection to your original MX.
  2. Wait for MX to propagate. This may take 24 to 48 hours.
  3. Add the domain to HES again.

Option 2

  1. Create a secondary MX record for your domain pointing to your mail server IP.
  2. Wait for MX to propagate. This may take 24 to 48 hours.
  3. Add the domain to HES again.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot; Register
Solution Id:
1059425
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