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100 posts

Master Geek
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  Reply # 2067421 3-Aug-2018 12:24
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I'm also getting issues now sending to addresses even with standard text content (no images or attachment). Sending through AWS SES, with SPF and DKIM records in place. Have called spark helpdesk and sent examples through to address provided. 

231 posts

Master Geek
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  Reply # 2067956 4-Aug-2018 12:28
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One thing I have tried which has worked to an extent...


I setup a hmailserver instance and set the email client to point to this for SMTP and have hmail forward the mail on to the upline smtp server, this allows me to tag on a signature at the end of the email message which is getting past the spam block.


Unfortunately when configuring this in the invoicing software the signature is not being applied, I suspect it is encoding the email in something other than plain text or html/rich text that hmail is looking for.


I also set a global signature in gmail which works when using the web client or imap but when sending via SMTP this is stripped away. back to square one.


Anyone else tried to tackle this issue this way before and has a better solution?

231 posts

Master Geek
+1 received by user: 10

  Reply # 2070478 9-Aug-2018 10:08
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Does anyone reading this thread use or know of anyone using the Synergy software for their business?


I have run into a wall with their support who are saying they only have one instance of this issue (which is me) but I am confident this will be happening with everyone who is sending to Xtra addresses. Their support team is now refusing  to talk any further about the issue unless I cough up $85 per 15min for them to tell me what i already know.


It's a long shot but I need someone else who can test this for me.

100 posts

Master Geek
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  Reply # 2070480 9-Aug-2018 10:11
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I submitted a few examples of the outbound emails that were being bounced to the email provided. They logged a ticket with SMX and bounces have stopped for me now. Deliveries as normal. Sorted within 1 working day. 

100 posts

Master Geek
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  Reply # 2070879 9-Aug-2018 18:48
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For those that want further information:


I called 0800 287 463 first, Option 4 then 5 then 2




I was asked to provide the following: 


1) Copy of Email you are sending - Click File > Save As


2) Bounceback Message – Screenshot or Copy


3) List of Email accounts unable to send to (if there are many please restrict to at least 5) – Is it all emails @ or just some ?


4) Have you tried emailing without any attatchments, does it send?


5) When did you begin having issues sending to @xtra email addresses?




We were sending through AWS Simple Email Service. We were sending appointment confirmation emails etc, not marketing content. We're not a spark/xtra customer. Emails sent through our web application were bouncing, but the same general content (text, no images, no attachment) sent via the same SMTP server (AWS) from Thunderbird wasn't bouncing. 




SMX said: "This has been reset now. It looks like the sender is using some sort of email marketing software." but whatever they did fixed it for us. 

231 posts

Master Geek
+1 received by user: 10

  Reply # 2073684 15-Aug-2018 08:46
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Yeah no luck here.


Did some more testing last night, I found a way to have the Invoicing package interface with outlook, which causes a new message windows from outlook to appear when sending mail from the invoice package, we can then customise the message such as adding a signature - I though this would be enough to bypass the spam filter but unfortunately no..


The client also has a static IP so I checked that for blacklisting - Does not appear on any black lists.


Found out another user of the same invoicing package is sending emails to xtra addresses without issue.


What I found absolutely BIZZARRE is that I can send the message through outlook rather than the invoicing package directly, it will fails with possible spam content bounceback - I can then copy paste the contents of this message into a new message in Outlook and send and it goes through OK "sometimes" this is hit or miss also.


Between a rock and a hard place here as the software vendor is blaming Spark (Rightfully so) and Spark are blaming the software vendor (Rightfully so as thier software is not customisable enough to bypass filter)


I phoned the number above once more last night, the only other solution they can offer is have the receiver add the sender to the safe senders list - I was unable to find this in the spark webmail? I also dont think this is an acceptable solution for a business with many clients...


Is there anyone who this can be escalated further to hio77? Or if anyone else has any ideas on how we can circumvent this?

231 posts

Master Geek
+1 received by user: 10

  Reply # 2074279 16-Aug-2018 08:02
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Found another interesting development - Sending WoF reminders ar now also being flagged, the bounceback message is saying "This messages was blocked due to Norweigan language detected".


At this point I canot explain it as the mail templates this software uses cannot be altered but others using the same software are sending to xtra email addresses without issues, It seems this particular customer is being flagged somewhere?


Is there anyone around here who I can talk to about this further?

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