Knowledgebase

Not receiving some emails

Posted by Kain, 12-20-2007, 07:09 AM

I've got a weird one here. A client is not receiving some of her e-mails from one account she has on the server. She receives most but some are getting lost (not being received or bouncing back) All other e-mail accounts that she has on our server are receiving e-mail fine. The missing emails are from different domains so it's not a problem with the people sending the emails. I deleted and reinstalled the account on the server and got her to delete and reinstall the account in Outlook express. That didnt work. There are no spam filters in place either on the her server account or in her e-mail client and we are not using any RBLs to block email. The missing emails are not in the mail queue either. Any ideas?

---

Posted by vito, 12-20-2007, 07:44 AM

Where are the lost emails coming from? For example, could they be coming from AOL accounts? And if so, could it be AOL has you on their blocked list? They are notorious for this type of thing. Vito

---

Posted by Kain, 12-20-2007, 08:14 AM

They are coming from Gmail, as well as several other domains. The strange thing is only one email account is affected, for example info@domain.com doesn't have a problem receiving emails but user@domain.com only receives them some of the time (about 90% of emails are getting through and every test email I send from different domains are received.)

---

Posted by vito, 12-20-2007, 08:18 AM

That is truly strange. Have you checked to make sure in OE that the account doesn't leave a copy of the email on the server? Because if so, maybe the mailbox is full? Vito

---

Posted by Kain, 12-20-2007, 08:26 AM

I checked that thanks, the mail box is empty.

---

Posted by Kain, 12-21-2007, 12:40 PM

bump* Merry Christmas

---

Posted by AllenB, 12-21-2007, 01:39 PM

Hello, Perhaps search the mail logs and verify if the problem 10% are arriving at your mail server or not. If so, there should be an error listed re delivery. Are you doing PTR checks to deny mail? If so, check that the 10% of the messages are not being sent from someone's home/personal SMTP server, etc. Best wishes.

---

Posted by Kain, 01-10-2008, 05:54 AM

I had another complaint and checked the logs. The email the client said she didn't receive showed up as received on the server. Does this mean that the problem is at her end or is there anything else I can check. Sorry for the delay in getting back on this, had to wait for another complaint. Thanks

---

Posted by AllenB, 01-11-2008, 09:55 AM

Hello Kain, Do the log entries then show it being delivered to the mailbox? Best wishes.

---

Posted by StevenG, 01-11-2008, 10:13 AM

You need to get the time/date recipeint/sender an email was sent that didn't get there, then check the mail logs to see why. It's really easy, you just need enough information to check with.

---

Posted by mathew_p_a, 01-11-2008, 10:39 AM

since you were able to locate the mail log for the mail that didn't make it, it would be helpful for others if you can paste it here. Remember to remove any specific personal details like mail ids, server name etc..

---

Posted by Kain, 01-14-2008, 06:33 AM

Here's the log for the message, thanks 2008-01-10 17:44:48 1DCGcY-0012uo-W4 <= sender@sender.sender H=mail.sender.sender [xx.xx.xx.xx] P=esmtp S=694114 id=0F1BE837A7337C4333445F25E96D86B4@sender.sender 2008-01-10 17:44:48 1DCGcY-0012uo-W4 => xxx R=virtual_user T=virtual_userdelivery 2008-01-10 17:44:48 1DCGcY-0012uo-W4 Completed

---

Posted by david510, 01-14-2008, 06:59 AM

Kain, Have you made sure the mail has not got filtered out? Check the filter rules of the domain.

---

Posted by Kain, 01-14-2008, 07:06 AM

I've checked that, there are no filters in place. I'm thinking that the problem is most likely at her end but want to be particular.

---

Also Read