Email not arriving

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xpd

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#265805 12-Feb-2020 10:14

I have a client who has on premise Exchange, and using SMX for filtering etc.

They have been notified by staff that emails going to Xtra.co.nz addresses are not showing up. No bounce messages, emails not showing in spam (or so they say) via webmail etc.

Looking at the SMX logs, I can see the mail hitting the Xtra server and responding OK and marking the email as delivered.

Who can I talk to, to get this looked into ?

XPD / Gavin / DemiseNZ

networkn

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#2416582 12-Feb-2020 10:26

I have seen this before. I am wracking my brain for what it was. Did by chance the customer have their domain hosted with xtra (Or one of it's subsidies) ever before? I think I have some vague recollection the issue was that the LOCAL Xtra servers still had mx records for that domain listed and the mail was being null routed.

It happened because the customer moved their domain away and despite written request for xtra to remove all dns records, it's a manual process on the "old" system and it was never done.

xpd

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#2416588 12-Feb-2020 10:48

networkn:

I have seen this before. I am wracking my brain for what it was. Did by chance the customer have their domain hosted with xtra (Or one of it's subsidies) ever before? I think I have some vague recollection the issue was that the LOCAL Xtra servers still had mx records for that domain listed and the mail was being null routed.

It happened because the customer moved their domain away and despite written request for xtra to remove all dns records, it's a manual process on the "old" system and it was never done.

Not that Im aware of.... but will dig into the records.

XPD / Gavin / DemiseNZ

networkn

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#2416609 12-Feb-2020 10:57

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You could dig alien and terminator directly :) (I am not sure they still exist but potentially).

Tockly

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#2416682 12-Feb-2020 12:58

Check that your SPF records are all correct. They should list ALL potential servers that could be sending email on your behalf.

Xtra have a habit of marking email as Spam if these are incorrect or missing.

It's also not consistent in my experience as some messages were delivered and some just vanished.

networkn

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#2416685 12-Feb-2020 13:01

xpd:

networkn:

I have seen this before. I am wracking my brain for what it was. Did by chance the customer have their domain hosted with xtra (Or one of it's subsidies) ever before? I think I have some vague recollection the issue was that the LOCAL Xtra servers still had mx records for that domain listed and the mail was being null routed.

It happened because the customer moved their domain away and despite written request for xtra to remove all dns records, it's a manual process on the "old" system and it was never done.

Not that Im aware of.... but will dig into the records.

I think based on notes I found, it wasn't just DNS Servers that had old records. For us it wasn't all mail going missing, but rather "most" and so it took them a bit longer to find the servers that had the old records.

fearandloathing

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#2416714 12-Feb-2020 14:11

Try

https://dkimvalidator.com/

this is good for diagnosing issues with the mail sender

xpd

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#2416718 12-Feb-2020 14:25

SPF etc all fine, dkimvalidator.com all fine.

This us what I get from SMX :

Destination Host:

xtra.co.nz [210.55.143.33]

Delivered Date:

2020/02/11 12:47:08

Response:

250 OK > 5E41EB7C-717505D7@mta2308

To my eyes, thats Xtra.co.nz accepting the email - what its doing with it beyond that, who knows......

XPD / Gavin / DemiseNZ

networkn

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#2416727 12-Feb-2020 14:28

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You need to talk to the Spark Complex Technical Support. There was a guy here @cbrpilot who helped me a few times?

cheshirecat

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#2416741 12-Feb-2020 15:14

xpd:

250 OK > 5E41EB7C-717505D7@mta2308

This ID should allow the mail admins to track the eventual destination of the mail in question, if it was sent around 11/2/20. One thing you might like to check is to see if the message was autofiltered into the Spam folder in the Xtra mailbox. Messages identified as 'probably spam' are put in here (ones classified as 'definitely spam' are dropped) and the Spam folder then automatically deletes messages older than 30 days. This allows you to identify false-positives and to add the sender to your address book, effectively whitelisting them.

If you do find that the mail was misclassified as 'probable spam', one possible reason is that your sending IP address has managed to find itself on a blacklist somewhere.

xpd

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#2416751 12-Feb-2020 15:47

Argh one thing I didnt check was blacklists :D And bingo..... Result: 210.55.143.33 listed in DrMX blacklist

Will let the client know and they can go give Xtra/Spark a poke to get it sorted.

Thanks!

XPD / Gavin / DemiseNZ

cheshirecat

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#2416764 12-Feb-2020 16:58

It is more likely to be the IP address of your original sending host; 210.55.143.33 is the IP of the Xtra MTA host and so this is the receiver, it will be looking for blacklist entries of the original sender or one of the hops.

hio77

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#2416805 12-Feb-2020 19:02

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Tockly:

Check that your SPF records are all correct. They should list ALL potential servers that could be sending email on your behalf.

Xtra have a habit of marking email as Spam if these are incorrect or missing.

It's also not consistent in my experience as some messages were delivered and some just vanished.

a change was made several months back, that i deliberatly didnt mention here.

the number of issues with Spam filters incorrectly marking content basically vanished.

Gavin, pass me some identifying details in a DM and i'll take a peak at the logs for you.

If i can't see anything might need to pass you to the folk that are on the other end of the phone though - they work directly with SMX.

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

networkn

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#2425063 21-Feb-2020 15:24

@hio77 we have had a customer report the same thing today. Did you get a resolution with @xpd you can share ?