Customer not receiving my emails

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  • Updated 6 years ago
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I have a customer who I have been "REPLYING" to her emails and she has not received any of my emails I have sent. I don't know why this is happening.... HELP!! They are not in her "spam or junk" box. It concerns me that she, and possibly many others are not receiving my emails.Not good for businees!
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Carolyn3261

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Posted 6 years ago

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Mike F., Alum

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Hi Carolyn3261,  There could be several things going on. First can you tell us specifically which email address(s) you are having this problem with?  Also, you you getting any sort of email delivery failure or bounce message?  Are the sent messages actually showing up in your sent folder?  Also, how are you sending emails, through the Webmail application or a 3rd party program like Outlook or a smart phone?

Mike
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Carolyn3261

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Hi Mike, I am having problems with info@candibelts.com. I am not getting any delivery failure or bounce messages. The emails I have sent are in my sent folder. I am sending the emails through Homestead webmail application - open-xchange. Iam not using an Iphone to send the email, I am using a desktop computer
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Mike F., Alum

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Hi Carolyn3261,  do you have problems sending to all email addresses, or is it just certain recipients who are not receiving your emails?   The next logical thing to look at is spam filters either on the our outgoing server, or the recipients.

Mike
(Edited)
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Carolyn3261

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I asked the person to check her junk/spam folder and she said it wasn't in there.  As for if I am having problems with others, I don't know.  Most of my emails don't require a response.
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Mike F., Alum

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Carolyn3261,  If the email is not confidential, you can copy and paste it here and we can check it against our spam filter.  If it's something you can't publicly share let me know.

I did just send you an email if you need to reply to that instead.

Mike

(Edited)
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Carolyn3261

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Mike, I am still waiting to hear back from you.  I responded to your email you  sent asking me to cut and paste the email content and header.  Any luck??

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Mike F., Alum

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Sorry for the delay Carolyn3261,    I did check the email against our spam filter and it is not being blocked on our end (by our spam filter). There is always a chance that it could be blocked by another filter (by the ISP, or the recipients security software)  You may have to do some manual troubleshooting.  Try sending the same email from a different address, try sending the same email but remove certain components such as the signature, or try changing the subject line, or remove any url's in the body of the email to see if you can identify what might be getting it blocked. 

Mike
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Danielle8481

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I've been having this issue with my emails from my phone as well. FOllowing.
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Mike F., Alum

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Danielle8481,  Are you by any chance using an Iphone with IMAP settings?
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Susie4111

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I have also been having this problem with my email.  I am able to receive emails on webmail, Outlook and my Android phone but can't send from any of the above.  All the messages are shown in the sent folder but are not reaching the recipients.  After spending many hours I have tracked this to starting on 22nd April.  All the settings are correct according to what is listed on the website.

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Drew N, Alum

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Hi Susie4111,

Log in to the webmail and try to send a message.  If it doesn't arrive, go to the sent folder and right click on the message.  There is an option to View source.  Copy and paste the source here and I will check it for you.

Thanks

Drew
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Susie4111

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Date: Sun, 25 May 2014 08:20:10 -0500 (EST)
From: susie <susie@intl-recruitment.com>
Reply-To: susie <susie@intl-recruitment.com>
To: slm2507@gmail.com
Message-ID: <855052147.1462660.1401024011004.open-...>
Subject: Test from webmail
MIME-Version: 1.0
Content-Type: multipart/alternative;
 boundary="----=_Part_1462659_319851460.1401024010995"
X-Priority: 3
Importance: Medium
X-Mailer: Open-Xchange Mailer v7.4.2-Rev20
X-Originating-IP: 70.186.206.110
X-OX-Marker: cd34d0ac-1c2c-43d0-8f50-0a112c5675c6

------=_Part_1462659_319851460.1401024010995
MIME-Version: 1.0
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: 7bit


------=_Part_1462659_319851460.1401024010995
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: 7bit

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"><html xmlns="http://www.w3.org/1999/xhtml"><head>;
    <meta http-equiv="Content-Type" content="text/html; charset=UTF-8" />
 
  <style type="text/css">body {min-height: 100px}
</style>
 
 </head><body style="">
 
  <div>
   &#160;
  </div>
 
</body></html>
------=_Part_1462659_319851460.1401024010995--

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Drew N, Alum

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I am analyzing this now.  I will let you know what I find out.

Drew
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Susie4111

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Thanks so much.
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Drew N, Alum

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You are welcome.
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Drew N, Alum

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Susie4111, I have confirmed that the message is flagged by the spam scanning service.  I am getting more information as I can.  I don't know why it was flagged yet, but this type of analysis can take a little longer, and with the holiday weekend, I am not sure how backed up they are. 

I will update you again when I have more.

Drew
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Susie4111

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I had a problem a few weeks ago where it appears that someone hacked my account and was sending spam emails from my account to which I was receiving a "non-deliverable" report.  I called tech support and we changed the password and I haven't had any rogue emails since.  The only problem is that no-one has been receiving my sent messages either.
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Drew N, Alum

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There is still a flag, but I still don't have more information.  I will let you know as soon as I do.  I hate to say it, but it is possible that I will not know until Tuesday, after the holiday. 

Drew
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Drew N, Alum

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I am sorry Susie4111, I forgot to update this topic, but your message was cleared on Sunday night.

Drew

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