Symptoms
User is unable to send mail to an external recipient
Possible causes and solutions
1. When sending the request is getting rejected.
The user gets a pop-up message with the reason for rejection. Some examples of rejections are
a. The user's mailbox quota is full and the quota policy blocks the user from sending
b. A mail policy on the server blocks the user from sending mail to the intended recipient
c. The mail size is greater than the maximum allowed
d. The attachment count or size is greater than the maximum allowed
e. The user has given an invalid recipient id.
f. The user has crossed the allowed number of emails that can be sent within a day
Ask the user to send a screenshot of the pop-up message which comes. The resolution of the problem will allow the user to send the mail.
2. The user is getting a bounce message.
As with the case of rejection, there are multiple reasons why an email cannot be sent. The bounce message will have the cause and the resolution.
3. The mail is in the Outbox of the mail client and the sending cannot be completed as the client is offline.
Run the speed test on your machine and verify the internet speed. In case of slow speed, resend the mail.
In case if ports are blocked in the firewall, disable the firewall or update the settings to open the ports for connection.
4. The connection from the client to the server is timing out
The outgoing mail has moved from the Outbox to the Sent Items, but the message is not delivered. To confirm this case, the Mithi helpdesk team will have to look through the logs and confirm. Raise a ticket to search through the logs.
5. The mail has reached the server and is queued for delivery.
If the mail is in the sent items of the client, confirm whether it has reached the Secure mail flow servers by logging into the Secure Mail Flow console and tracing the logs. If it is not found in the logs, raise a ticket to confirm the whereabouts of the mail.
6. The mail has reached the Secure Mail flow servers and waiting for delivery.
This can be confirmed by logging into the Secure Mail flow console and tracing the logs.
7. The Secure Mail flow system is unable to deliver the message.
This can be confirmed by logging into the Secure Mail flow console and tracing the logs. This could be because of multiple reasons such as IP reputation check failure, DNS check failure, etc. Raise a ticket with the details for a solution.
8. The Secure Mail flow system has delivered the mail but it has gone into the Spam folder of the recipients mailbox.
The mail delivery can be confirmed by logging into the Secure Mail flow console and tracing the logs.
Then ask the recipient to check the Spam folder. If the mail is found in the recipient's spam folder, contact the helpdesk to review the outgoing settings to prevent this in the future.
9. The Secure Mail flow system has delivered the outgoing mail but it has been moved out of the Inbox by the recipient by one of these methods:
a. Filtered to another folder
b. Downloaded to a POP client
c. Deleted