Troubleshooting email not received

Troubleshooting email not received

Was any email actually sent?

Possibly the server was switched off at the time the email was supposed to be sent. Check the server uptime or logs. Check NEOSYS server monitor history.

Rerun the report or program with the exact same options and conditions. Monitor the process on the server maintenance screen looking for messages that emails have been sent or not.

Check log for any problems sending email

1. First step is Login to client’s server, open NEOSYS check the logs in support menu.
2. It will generate the log report, check the report thoroughly and see if there is any error shown around the time that the emails were supposed to be sent.

Error: No logs found

No logs found for the date while checking the logs in support menu.

Error explained: This above error means that no error has been logged on the date you selected.

Error: Failed to connect to the server

If report shows the error shown above then do the following steps to check why the email was not sent out.

This above error means that but the mail could not be sent due to an inability to connect to the outgoing email server.

See Solving NEOSYS smtp server failure

Check NEOSYS email configuration

NEOSYS needs to know how to send email. The default configuration is mailout.neosys.com 2500

Check the configuration in NEOSYS Support Menu, System Configuration File.

Send a test email

WARNING This test requires a version of NEOSYS later than 5th Dec 2012 otherwise no error message is shown in some cases when there is in fact an error.

Check if you can send a test email. Go to maintenance mode and press F5 then type the following.

sendmail support@neosys.com

If mail server accepts the message then you will see the following.

This is no guarantee that the mail server can or will deliver the email to the recipient.

╔═════════════════════════════════════════════════════════════════╗
║ Step 1 OK. Mail for SUPPORT@NEOSYS.COM accepted by mail server. ║
║                                                                 ║
║       Step 2. Now check if actually received by recipient       ║
║           to verify that the mail server can actually           ║
║               deliver email to SUPPORT@NEOSYS.COM               ║
║                                                                 ║
║                        < Press any key >                        ║
╚═════════════════════════════════════════════════════════════════╝

If there is some problem connecting to the mail server then you might see something like the following:

╔══════════════════════════════════════════════════════════════╗
║ SUPPORT@NEOSYS.COM                                           ║
║ Error in sendmail.js, CDO.Message.Send(). The transport      ║
║ failed to connect to the server.                             ║
║                                                              ║
║ From:   companyxyz@neosys.com                                ║
║ To:     support@neosys.com                                   ║
║ Server: mailout.neosys.com                                   ║
║ Port:   2500                                                 ║
║                      < Press any key >                       ║
╚══════════════════════════════════════════════════════════════╝

To solve unreliable connections to NEOSYS email server, see Solving NEOSYS smtp server failure

Invalid Sender Email Address in NEOSYS System Configuration File

The following problem might indicate that the "Sender email address" is not acceptable to the mail server - even though the message mentions a problem with "recipient addresses".

For sending email via the default NEOSYS mailout.neosys.com server the "Sender Email Address" MUST end in @neosys.com eg companyxyz@neosys.com.

╔══════════════════════════════════════════════════════════════╗
║ SUPPORT@NEOSYS.COM                                           ║
║ Error in sendmail.js, CDO.Message.Send(). The server         ║
║ rejected one or more recipient addresses. The server         ║
║ response was: 550 Administrative prohibition                 ║
║                                                              ║
║ From:   neosys@companyxyz.com                                ║
║ To:     support@neosys.com                                   ║
║ Server: mailout.neosys.com                                   ║
║ Port:   2500                                                 ║
║                      < Press any key >                       ║
╚══════════════════════════════════════════════════════════════╝

Check low level network connectivity to the mail server

To test if there is basic connectivity - from the client server to the configured email server, type the following in command prompt, on the client server.

You might need to install Windows option for Telnet on Windows 2008. A software firewall installed on the workstation may block connections selectively by program so you might be able to send email by telnet but not by outlook for example.

Assuming that the configuration is the default of mailout.neosys.com port 2500. You must use your configuration.

telnet mailout.neosys.com 2500

it will show you

Connecting to mailout.neosys.com ...

Successful connection

Blank window with some text at the top. This text can vary slightly but will usually mention SMTP somewhere.

220 mailout.neosys.com ESMTP Postfix (Ubuntu) 

Try to send an email using telnet as shown below. Type the bits in bold in the following with no mistyping since backspace doesn't work.

220 mailout.neosys.com ESMTP Postfix (Ubuntu)
helo steve
250 mailout.neosys.com 
mail from:<clientname@neosys.com> (use client name which is appropriate to the situation to identify sender)
250 2.1.0 Ok
rcpt to:<support@neosys.com>  (use a recipient email ID which is appropriate to the the situation)
250 2.1.5 Ok
data
354 End data with <CR><LF>.<CR><LF>
Testing
Testing (don't forget to end with a dot on a new line)
.
250 2.0.0 Ok: queued as 872B21F6
quit
221 2.0.0 Bye
Connection to host lost.

Unsuccessful connection

If there is some network connection problem or the mail server is not running then after a while it will show something like:

Could not connect to the host, on port 2500: Connect failed

If you determine that there is a basic problem connecting to the mail server then and other locations are not facing the same problem then contact the IT administrator of the network and probe if they have outgoing ports (2500 in this case) blocked or filtered on their firewall.

See Solving NEOSYS smtp server failure

Ensuring missing email is not being treated as spam by NEOSYS email server

If email appears to be sent but it is not received then perhaps NEOSYS email server thinks it is spam and is dropping it. Currently anything with a score of 5 points will be treated as spam and dropped.

Checking for public blacklisting

Check if the senders public IP address is blacklisted in public blacklisting servers e.g. mxtoolbox. The actual IP address may not be the usual one for NEOSYS support and may have to be determined from the email server spam file.

 http://mxtoolbox.com/blacklists.aspx

If the IP number is blacklisted then probably NEOSYS email server is dropping emails from there. To confirm that you can check the NEOSYS email server spam file for detailed report.

Checking NEOSYS email server spam file/folder

On vm2 where xxxxxx is the first part of the email address before @neosys.com. Press End key to get to the bottom of the file and PgUp from there to get to the beginning of the email if it is large.

less -f /home/neosys/homes/xxxxxx/spam

Careful examination will reveal a report on spam points giving reasons followed by the rejected. You can also see the IP addresses along which the email was received

------------=_51E26C17.8AF46E0F
Content-Type: text/plain; charset=iso-8859-1
Content-Disposition: inline
Content-Transfer-Encoding: 8bit

Spam detection software, running on the system "vm2.neosys.com", has identified this incoming email as possible spam.
The original message has been attached to this so you can view it (if it isn't spam) or label similar future email.  
If you have any questions, see the administrator of that system for details.

Content preview:  test body line 1 test body line2 [...]

Content analysis details:   (5.1 points, 5.0 required)

  pts rule name              description
---- ----------------------
--------------------------------------------------
  0.0 RCVD_IN_SORBS_DUL      RBL: SORBS: sent directly from dynamic IP 
address
                             [89.148.9.39 listed in dnsbl.sorbs.net]
  3.3 RCVD_IN_PBL            RBL: Received via a relay in Spamhaus PBL
                             [89.148.9.39 listed in zen.spamhaus.org]
  1.3 RCVD_IN_RP_RNBL        RBL: Relay in RNBL,
                             https://senderscore.org/blacklistlookup/
                             [89.148.9.39 listed in bl.score.senderscore.com]
  1.4 RCVD_IN_BRBL_LASTEXT   RBL: RCVD_IN_BRBL_LASTEXT
                             [89.148.9.39 listed in bb.barracudacentral.org]
  0.0 FSL_HELO_NON_FQDN_1    FSL_HELO_NON_FQDN_1
  0.1 SB_test                SB_test
-1.9 BAYES_00               BODY: Bayes spam probability is 0 to 1%
                             [score: 0.0000]
  0.8 RDNS_NONE              Delivered to internal network by a host 
with no rDNS



------------=_51E26C17.8AF46E0F
Content-Type: message/rfc822; x-spam-type=original
Content-Description: original message before SpamAssassin
Content-Disposition: inline
Content-Transfer-Encoding: 8bit

Return-Path: <contexture@neosys.com>
X-Original-To: SB2@NEOSYS.COM
Delivered-To: sb2.neosys@vm2.neosys.com
Received: from vm2.neosys.com (localhost [127.0.0.1])
         by vm2.neosys.com (Postfix) with ESMTP id 9C648626BA
         for <SB2@NEOSYS.COM>; Sun, 14 Jul 2013 11:15:01 +0200 (CEST)
Received: from mailout.neosys.com (unknown [192.168.1.15])
         by vm2.neosys.com (Postfix) with ESMTP id 8EA0B62295
         for <SB2@NEOSYS.COM>; Sun, 14 Jul 2013 11:15:01 +0200 (CEST)
Received: from neosys (unknown [89.148.9.39])
         by mailout.neosys.com (Postfix) with SMTP id 07876159
         for <SB2@NEOSYS.COM>; Sun, 14 Jul 2013 09:14:36 +0000 (UTC)
thread-index: Ac6AcoM1bZbj9sV0TXKD3l6NW6W0PA==
Thread-Topic: test email test subject
From: <contexture@neosys.com>
To: <SB2@NEOSYS.COM>
Cc:
Subject: test email test subject
Date: Sun, 14 Jul 2013 12:14:15 +0300
Message-ID: <A1268A15BF704417835E550A0A016448@neosys>
MIME-Version: 1.0
Content-Type: text/plain
Content-Transfer-Encoding: 7bit
X-Mailer: Microsoft CDO for Windows 2000
Content-Class: urn:content-classes:message
Importance: normal
Priority: normal
X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.4913
X-AV-Checked: ClamAV using ClamSMTP.

test body line 1        ^Mtest body line2


------------=_51E26C17.8AF46E0F--

White listing server sending email address

The email sending IP address can be added to NEOSYS email servers white list. Spamassassin/webmin/spam classification

Dynamic IP addresses are hard to whitelist but ranges of ISP IP addresses can be added if not too many.