The information below can help you to diagnose and resolve delivery issues. In the case that you or someone sending mail to you is receiving an error message, the first thing to do is to read the error

Important: in the case that you or someone sending mail to you is receiving an error message, the first thing to do is to read the error message and visit any URLs mentioned in that error message.

Authentication and security issues

Recipient address not found issues

Limitation and restriction issues

Failed delivery attempts

Mail client issues

If the issue is not addressed in the articles above, contact Smarsh Hosted Services Technical Support for further assistance. Before reporting mail delivery issues to Smarsh Hosted Services Technical Support, collect the following information, as we require that for investigation.

Sending email 

  • The exact error message you are receiving (send us a screenshot of the error or the exact wording). Read one of the following Knowledge Base articles for information on creating a screenshot: How do I create a screenshot on Windows? How do I create a screenshot on Mac OS?
  • If your mail is bouncing back to you after you have sent it, please send us the entire bounce message, along with the complete headers of that message. Read the Knowledge Base article on What are complete headers? How do I get them? for more information.
  • The email address and password for the mailbox that cannot send mail.
  • The recipient's email address.
  • The exact version of the desktop mail client you are using, model and OS version of a mobile device and the settings you are using (if you’re unsure, send us screenshots of your settings). 
  • Send the message using  Outlook Web Access. Inform us whether it works or not.

Receiving email 

  • The entire bounce message, with complete headers, that the sender is receiving. Read the Knowledge Base article on What are complete headers? How do I get them? for more information.
  • If the mail is not being rejected, but you have not received it, then we will need to check our logs for delivery. We will need the following information to check the mail logs:
    • The FROM (sender's) email address.
    • The TO (recipient's) email address(es).
    • Message Subject.
    • The approximate date, time, and the time zone that references when the message was sent (please note we will need to convert the time you provide us to GMT or PST, depending on which server your logs are on).
    • The IP address of the SMTP (sending) server (please verify this information with your sender).  

      Note: Message Track can be performed for emails received or sent within the last 7 days only.