What is the issue?

Some users have reported that emails send by the VMS are not being received when sent to Microsoft 365 (M365) email addresses. This behavior can affect both company-managed M365 accounts and personal email services such as Hotmail.com, live.com, and outlook.com. Typically, this is due to how M365 handles incoming messages, particularly those flagged as automated or sent from certain domains. If you or your team use M365 for email and are not receiving expected emails, it's worth reviewing your M365 configuration settings to ensure messages aren't being filtered, or blocked. 

What is the cause of the issue?

This behavior is directly related to how Microsoft 365 (M365) filters incoming email, particularly messages sent from Amazon Web Services (AWS) infrastructure. Since our back-end relies on AWS to send notification emails, M365’s filtering policies may occasionally prevent these messages from reaching inboxes. As a result, users with affected email addresses, such as those on Hotmail.com, live.com, outlook.com, or corporate M365 domains, may find that they are not receiving expected emails. This filtering typically occurs at the server level and typically are not be visible in the user's inbox or spam folder.

What is the solution?

To ensure that notification emails are successfully delivered to your Microsoft 365 (M365) mailboxes, we recommend configuring Directory-Based Edge Blocking (DBEB) appropriately within your environment. 

Specifically, the resolution involves defining Accepted Domains in M365 to include the domain used by the Nx Cloud email provider. This allows M365 to properly route and accept messages originating from our cloud services, avoiding silent filtering or rejection at the server level.

You can follow Microsoft’s official guidance on setting up DBEB and Accepted Domains by visiting the following link:

• Use Directory-Based Edge Blocking

As part of the configuration, you’ll need to ensure that the domain networkoptix.com is added to your list of Accepted Domains within the Directory-Based Edge Blocking (DBEB) settings. This step helps Microsoft 365 recognize emails sent from our cloud services as valid and ensures proper delivery.

In some cases, it may also be beneficial to explicitly allow the email address service@networkoptix.com if your organization uses more granular filtering or address-based rules. Including both the domain and the specific sender address helps reduce the likelihood of notifications being filtered or rejected by M365’s protection systems.