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Troubleshooting non delivered emails?

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  • Troubleshooting non delivered emails?

    I have an exchanger 2003 server that I manage for a customer and they have a website hosted by another company. Their website has a form that a user can fill out to request infomation on a product. The form is supposed to send the info to a generic email, [email protected], on the exchange server. The problem is that the infomation is not coming through to the sales email on the exchange server. We can send email to [email protected] using outlook so we know that the email is working properly.

    We have setup sender ID filtering on the server and have created the appropriate SPF record in DNS. (we recently disabled this to troubleshoot the issue) We also have GFI mail security running on the server to filter spam. (we don't see GFI blocking the web form email) We contacted the third party webiste provider to inquire if they could help us with the problem. They have said that their records indicate that the email is being sent and that our servers are accepting the email. We have to assume that they are telling the truth, but the form email is not being delivered.

    How can I view activity on ther Exchange server so that I can track down when their servers are trying to send the form data through email to our servers and find out why the email is not going through to my customers' [email protected] email?

    Thanks.
    Last edited by shinomen; 18th September 2008, 01:35.

  • #2
    Re: Troubleshooting non delivered emails?

    you can enable logging on the smtp server

    http://www.msexchange.org/tutorials/...P_Service.html

    also you could manually test the address to the exchange server

    http://support.microsoft.com/kb/323350

    if the steps above confirm messages are being accepted by your smtp server then time to to use message tracking

    http://technet.microsoft.com/en-us/l...EXCHG.65).aspx

    cheers,

    Comment


    • #3
      Re: Troubleshooting non delivered emails?

      Thanks for the reply.

      I followed the tutorial in the link for logging the smtp server and found that the third party company that hosts my company's web site is not trying to send email from its server to my customers server. (when it comes to the [email protected] email anyway.) There is other email that comes from their server to the [email protected] email when a customer makes a reservation. So I know now that my server is not blocking them from sending email but the sales email isn't recieving the form email.

      Now I just have to convince them of this.

      Thanks for the help.

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      • #4
        Re: Troubleshooting non delivered emails?

        I operate a simply policy when I am dealing with third party vendors - presume that they are lying. So if a vendors tells me something I ask for proof. If they state that the messages are being delivered to your server then ask them to prove it. What you may find is things start working correctly shortly afterwards or they cannot prove it.

        As the recipient there is nothing you can do until the message is delivered to your server. Once it is on your server then you can track what happens to it.

        Simon.
        --
        Simon Butler
        Exchange MVP

        Blog: http://blog.sembee.co.uk/
        More Exchange Content: http://exchange.sembee.info/
        Exchange Resources List: http://exbpa.com/
        In the UK? Hire me: http://www.sembee.co.uk/

        Sembee is a registered trademark, used here with permission.

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        • #5
          Re: Troubleshooting non delivered emails?

          Originally posted by Sembee View Post
          I operate a simply policy when I am dealing with third party vendors - presume that they are lying. So if a vendors tells me something I ask for proof. If they state that the messages are being delivered to your server then ask them to prove it. What you may find is things start working correctly shortly afterwards or they cannot prove it.

          As the recipient there is nothing you can do until the message is delivered to your server. Once it is on your server then you can track what happens to it.

          Simon.
          Sad but true! The amount of times i have heard "our I.T dept has advised that our system is fine so it must be your email system" when its glaringly obvious that it is theirs. Log files are a great way to win the blame game

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          • #6
            Re: Troubleshooting non delivered emails?

            Well, as it turns out, the third party company still had the email box for sales and [email protected] running on one of their servers. So anytime that server would generate an email, it would drop it in the box instead of sending it to the exchange server.

            But according to them it's not their fault, they did this even though we told them not to because they were looking out for us. Now there are 1286 emails dating back to August that need to be sifted through. THANKS for looking out for us.

            Thanks for the help hazey.

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