The following non-delivery report:
Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.
means that the message was rejected either because of strict security policy or because of the incorrect settings on the recipient side.
Sometimes you can also see the following message in the report:
The following organization rejected your message: server_name
This is the name of the server that rejected the message. This can help you determine whether it is Smarsh Hosted Services that rejected the message or an external mail server.
The Diagnostic information for administrators section may contain the following errors:
- 530 5.7.1 Client was not authenticated
- 550 5.7.1 Relay access denied
- 554 5.7.0 Reject id=xxxxx - SPAM
- 5.7.1 smtp;550 5.7.1 RESOLVER.RST.AuthRequired; authentication required
Usually such errors are generated due to incorrect MX records for domain hosted with Smarsh Hosted Services - the smtp part is missing from the record (for example, west.exchXXX.serverdata.net instead of west.smtp.exchXXX.serverdata.net).
Correct MX records can be found under Home > Exchange servers and settings in CONTROL PANEL.
This error is generated when a message is sent externally and the sender is not properly authenticated on one of the servers trying to deliver the message. The message can be rejected by:
- Smarsh Hosted Services servers
Usually the error is generated when the message is sent using an SMTP appliance (for example, a scanner) and the SMTP appliance is connecting to the MX records but trying to send a message to an external recipient. To resolve this, verify the settings you're using to connect and make the necessary changes.
Note: external delivery is possible only if you are connecting to the SMTP server.
- external servers
The exact error message can vary (for example, it can also look like Unable to relay or Relaying denied). Since the external servers are outside of Smarsh Hosted Services system, contact the recipient to resolve this isse.
All messages sent to large mail providers (e.g. gmail.com, yahoo.com, etc.) are scanned when leaving our system in order to prevent spam from being sent using our servers. This error message indicates that the message was filitered and rejected as it got a very high spam score.
If the message was legitimate, contact Support and provide them with the full bounce back message (including the Diagnostic information for administrators section)
Note: the same error message may show up in the case of the following non-delivery report:
Your message wasn't delivered because the recipient's email provider rejected it
The error is usually generated when an internal message is sent to a mail-enabled public folder and the sender does not have sufficient permissions. To resolve this issue, grant the sender the necessary level of access to the public folder (or subfolder).
If the user does have sufficient permissions or the sender is external, contact Support.