Symptoms

Mail from a known external sender is not received by a user.


Possible Causes and Solutions


1. The mail has not reached the Secure Mail Flow servers and is pending for delivery on the sender's servers. 

To confirm, login to the Secure Mail flow console and trace through the logs.


2. The sender has mis-spelled the recipient id.

The ways to confirm is :

a. To communicate with the sender to see if he has received a bounce.

b.  Login to the Secure Mail flow console and trace through the logs to see if the mail server has rejected the mail. 


3. The secure mail flow system detected the mail as spam and the mail has been quarantined.

To confirm, login to the Secure Mail flow console  and search for the mail in the quarantine.


4. The sender id has been blacklisted on the Secure Mail flow system for the entire domain or for the recipient.

To confirm,  login to the Secure Mail flow console and  search for the mail in the quarantine.

 

5. The Secure Mail flow system has rejected the mail / sender

To confirm, login to the Secure Mail flow console and trace through the logs.


6. The mail has been rejected by a mail policy configured on the SkyConnect servers.

If you have configured any mail policies, the mail may have been rejected due to it. To confirm, raise a ticket with us. 


7. The mail is pending for delivery on the SkyConnect

To confirm, login to the Secure Mail flow console and trace through the logs. The status of the mail will be shown as queued. If the status is shown as delivered and still not received, raise a ticket to find the whereabouts of the mail.


8. The mail has been delivered in the user's mailbox on the server, but not visible in the client.

Login to the user's account using the web client and check if the mail is present. If it is and not visible in the desktop client, then check the following:

a. The connectivity from the desktop to the Internet. The mail may not be downloaded due to slow Internet speed

b. The POP/IMAP configuration on the client.


9. The mail has been delivered and filtered to a folder other than the Inbox.

Ask the user to confirm whether mail filtering is on and to look through the other folders.


10. The mail has been delivered and downloaded to a client configured with POP and no leave copy

Ask the user to confirm whether the mail has been POPed to any desktop or mobile client configured with POP/POPS.


11. The mail has been deleted by the end user

Raise a ticket to ask the Mithi helpdesk to confirm whether the mail has been deleted by the user.


12. The desktop / client anti spam solution has quarantined / deleted the mail.

Look through the logs of the anti spam solution

 

13. DNS entries for your domain is missing

If none of the users on your domain are receiving mail from any sender from any external domain, it is possible that the MX records in your DNS are missing. Check your DNS setting using as mentioned here.