In this article, we have gathered the most frequent issues that occur during the process of message delivery. This article analyzes the common cause of message delivery issues, the factors affecting it, and the methods for troubleshooting them.
This article also acts as a troubleshooting guide to resolve the common message delivery problems.
Common Message Delivery Issues
Common types of message delivery issues involve the following:
Unable to send or receive a message
Issues related to the sending of messages are often caused by a communication problem between the client application and the messaging system. Factors that can affect email communications include:
- Security software at the endpoint system
- Network security devices
- Internet service
Error Messages or Delivery Status Notifications
- With most message delivery related problems, the sending agent reports an error message or sends a delivery status notification that helps you to identify the source of the problem.
- Similarly, if a user reports issues receiving messages, attempt to identify any delivery notifications that may have been delivered to the sender.
- Otherwise, you can refer to the Security and Mail logs located in the Logs area of the configuration.
Reviewing the Mail Log Report
To identify if the messaging system received or attempted to process a message, you can review the Mail log. The Mail log reports the details of every message processed by the system, including:
- The sender and recipients information
- The authenticated user
- The subject of the message
- The delivery status
💡 TIP: You can use the Find option to locate an event, or right-click to enable highlighting of a search term. Highlighting lets you to visualize multiple occurrences of an event.
Resolving Mail Delivery Issues
Message Sent but Not Delivered
- If upon reviewing the Mail log, you find that the message was sent but not delivered, you may refer to the message queue located in the Status area of the configuration. Here, you can see all the messages that are waiting to be sent.
- Typically, messages are processed immediately. However, if there is an issue during the initial relay attempt, the message is placed into the queue, and the status is associated with the message.
Dealing with the Messages in the Queue
For the messages in the queue, you can perform either of the following actions:
- Attempt to force a retransmit of the message.
- Remove the message from the queue.
The message queue processing tab displays the status of messages that are actively being relayed.