Major Incident Review - Unable to Send and Receive Emails to/from Outside

Major Incident Review - Unable to Send and Receive Emails to/from Outside

Major Incident Causing Product - Active Directory DNS Service
Affected Users - All Email Users with the exception of Office 365
Date - February 26, 2019
Tests Performed
      Scenario 1 - Send a test email from inside the organization - Failed
      Scenario 2 - Send a test email from outside the organization - Failed
      Scenario 3 - Check exchange servers queue - Queue was showing on emails sent to outside email addresses
      Scenario 4 - Nslook up www.yahoo.com using SVHQADS01/ 10.0.225.44 - NSlookup failed
      Scenario 5 - Nslook up www.yahoo.com using SVHQADS02/ 10.0.225.22 - NSlookup successful
Why it Happened - DNS Service was not able to resolve outgoing DNS records
How it was Solved - Change the Active Directory and DNS server record on Symantec Gateway Servers to SVHQADS02/10.0.225.22 
How to Avoid Recurrence - We are working with Microsoft to ensure the overall Active Directory Health is in good shape, which includes DNS services.

Beza Melaku

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