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195 posts

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# 205530 16-Nov-2016 22:28
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Apologies in advance for posting an amateur question in this forum, and also for taking so much space to express it.

 

I use a local hosting company for my family's and business's e-mail accounts and manage the server more or less on my own.  The inbound service is POP using SSL for authentication.

 

I book a lot of Air NZ tickets via their Web site and have always received the ticket receipts promptly at my account me@mydomain.co.nz.  Last week I booked a whole raft of flights and didn't receive a single receipt.  At more or less the same time I requested e-mail confirmation of the seat assignments on three of these flights, and those confirmations came through promptly to me@mydomain.co.nz

 

All of the bookings show up on "My Bookings" on the Air NZ Web site as well as on the Air NZ app on my Android phone.

 

Yesterday I went to the Web site and ordered, manually, one-at-a-time, the missing receipts to be sent to me@mydomain.co.nz.  Nothing came through.  When I say nothing came through - nothing showed up in my Thunderbird client, nor in my account on the server, nor in any spam or junk folder on the server or in my client. 

 

Today while I was on the phone with a lass at Air NZ she sent one of the receipts to an alternative address, mycompany@mydomain.co.nz.  It came through almost straightaway.  She tried resending it to me@mydomain.co.nz.  Nothing came through.  Ergo, the problem is mine, not Air NZ's.

 

But there are several things I don't understand here.

 

Why has this behaviour happened all of a sudden?

 

Why has it happened even though I have no local filter on me@mydomain.co.nz (other than an old filter screening out mail from an Indonesian spammer)?

 

Why aren't other senders' messages disappearing in the same fashion?

 

How do I investigate it?

 

The cPanel version is 56.0.36 and I use Horde in the cPanel environment.

 

Thank you for any assistance you can offer.

 

 

 

 


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15141 posts

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  # 1672463 16-Nov-2016 23:34
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Contact the host to investigate

Baby Get Shaky!
1647 posts

Uber Geek

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  # 1672526 17-Nov-2016 08:55
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When you say you have access to Cpanel, is it as root? (say on your own VPS/Dedicated) or as a Reseller/standard account?

 

If you have root, check the incoming logs via 'Mail Delivery Reports', this will give you an indication of the issue (look for the orange ! or black upside down !).

 

Otherwise as above, only something your host can look into.


 
 
 
 




195 posts

Master Geek

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  # 1673835 18-Nov-2016 20:27
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Ta for the advice. The hosting company's guru diagnosed the problem this morning.

I had implemented BoxTrapper on me@mydomain.co.nz but not on any of the other accounts. The AirNZ sending account is unmonitored and could not answer the challenge, so the messages were quietly dropped.

Time now to investigate the intricacies of BoxTrapper.


2964 posts

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  # 1673884 18-Nov-2016 21:44
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kiwigander: Ta for the advice. The hosting company's guru diagnosed the problem this morning.

I had implemented BoxTrapper on me@mydomain.co.nz but not on any of the other accounts. The AirNZ sending account is unmonitored and could not answer the challenge, so the messages were quietly dropped.

Time now to investigate the intricacies of BoxTrapper.



I'm surprised you don't get more messages go missing. I've seen many similar services request verification through many email accounts at various jobs, no one ever touches them.

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