Email received at server but never gets to Outlook inbox.

Problem reported by Christian Hansen - 3/22/2024 at 10:13 AM

Submitted

Hi all,

I've got this problem that seems to only happen with one email address. They successfully send to the SmarterMail server (I can see it being received in the SMTP log) and there are no errors. However, the email never gets to the Outlook inbox the email was addressed to. Other emails work with no problem. It's like it vanishes into thin air. Nothing shows up in the junk folder in Outlook either.

Any Ideas?

Christian Hansen

10 Replies

Reply to Thread

Gabriele Maoret - SERSIS Replied

3/22/2024 at 10:34 AM

Do you see the received mail in the webmail?

If not, look up what happens to your received mail message in the DELIVERY log.

The SMTP log occurs when the server receives mail from outside and then queues it for subsequent delivery, the DELIVERY log indicates what happens when the queued mail is to be delivered to the destination recipient.

Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

Christian Hansen Replied

3/22/2024 at 6:21 PM

I do not see the mail in the webmail unfortunately. After looking at the DELIVERY log it has these entries for the email in question:

[2024.03.22] 11:11:09.827 [51157021] Delivery started for @klinglercpa.com at 11:11:09 AM

[2024.03.22] 11:11:22.767 [51157021] Finished running spam checks. Time (non-rbls): 112ms, Time (URIBL/RBLS): 5734ms

[2024.03.22] 11:11:24.887 [51157022] Delivery started for @klinglercpa.com at 11:11:24 AM

[2024.03.22] 11:11:27.906 [51157021] Delivery finished for @klinglercpa.com at 11:11:27 AM [id:272051157021]

[2024.03.22] 11:11:39.056 [51157022] Finished running spam checks. Time (non-rbls): 24ms, Time (URIBL/RBLS): 10077ms

[2024.03.22] 11:11:42.972 [51157022] Delivery finished for @klinglercpa.com at 11:11:42 AM [id:272051157022]

So, it looks like it finished successfully but alas it's not in the inbox...so strange.

Christian

PS: I edited the email address...it is a valid email address.

Gabriele Maoret - SERSIS Replied

3/23/2024 at 1:01 AM

It seems that you are searching only for LOG lines that contains "@klinglercpa.com" ("Only Matching Rows").

Try to search "Display Related Traffic" instead.

OR try searching for the specific SESSION ID.

From your post I see that there are 2 SESSION IDs, so I assume they are 2 different emails:

Therefore, I think you should try searching for "51157022" or "272051157022" in the delivery log (try both mode "Only Matching Rows" and "Display Related Traffic") to view the full delivery log session of one of these email.

Give it a try

Christian Hansen Replied

3/23/2024 at 6:49 AM

Okay, so I have done as you suggested. I have searched the DELIVERY log for "272051157022" and to show "Display Related Traffic" and this is what I get back:

[2024.03.22] 11:11:24.887 [51157022] Delivery started for someName@klinglercpa.com at 11:11:24 AM

[2024.03.22] 11:11:39.056 [51157022] Finished running spam checks. Time (non-rbls): 24ms, Time (URIBL/RBLS): 10077ms

[2024.03.22] 11:11:42.972 [51157022] Delivery finished for someName@klinglercpa.com at 11:11:42 AM [id:272051157022]

If I search for "272051157022" with "Only Matching Rows" I get this back:

[2024.03.22] 11:11:42.972 [51157022] Delivery finished for someName@klinglercpa.com at 11:11:42 AM [id:272051157022]

To me, it looks like it should have delivered successfully to the Inbox. So frustrating that it only happens to one email address. For all other email addresses, it works fine.

Christian

Gabriele Maoret - SERSIS Replied

3/23/2024 at 10:06 AM

Try search for "51157022".

You absolutely must have more lines than this in the delivery LOG for this message... The ones you report are too few.

If this is not the case, then there really is something strange and you should open a ticket.

Douglas Foster Replied

3/23/2024 at 11:40 AM

Also check to see if user has a spam rule to block the sender, or an Outlook rule to auto,-file in a different folder.. An spam rule may have been created accidentally.

Christian Hansen Replied

3/24/2024 at 6:23 AM

Unfortunately, those are all the lines in the Delivery log for "51157022". Also, there are no spam rules or any other rules in Outlook for the Inbox. I guess I will open a ticket.

Thanks for your help!