Emails not received!

  • 0
  • 4
  • Problem
  • Updated 5 years ago
  • Acknowledged
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution or has become inactive. If you believe this topic should not have been archived, please let us know, and we would be happy to review it. You may continue to access this topic as needed fo

I am having a lot of problems with people not receiving my emails. Business contacts I have previously emailed with for over a year and all of a sudden they are not receiving the emails I send them. I show the email in my sent box but they never receive them. Why is this?
Photo of Sheila3056

Sheila3056

  • 150 Points 100 badge 2x thumb

Posted 5 years ago

  • 0
  • 4
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
We'll be happy to look into this. What is the email address you are having the problem with?

Mike
Photo of Sheila3056

Sheila3056

  • 150 Points 100 badge 2x thumb
All emails on our ready transport domain.  Specifically paulaw@ready-transportation.com and readytrans2@ready-transportation.com.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Are you receiving any kind of bounce/undeliverable message?

If so can you please paste it here?

Mike
Photo of Sheila3056

Sheila3056

  • 150 Points 100 badge 2x thumb
No, it appears to go through on our end. 
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
The next thing to check is if there is something in the body of the email that is causing it to get blocked by our spam filter. Can you copy and paste one of the emails here so that we can check it.  If it's confidential or something you don't want to have publicly viewed, just reply here and we'll send you an email to reply to.

Mike
Photo of Sheila3056

Sheila3056

  • 150 Points 100 badge 2x thumb
Please send me an email address to send it to, send email to paulaw@ready-transportation.com.  Thank you! 
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Hi Sheila3056,   I just sent you an email. Please reply with the full email that was not delivered and we'll take a look at it.

Mike
Photo of Stephen4624

Stephen4624

  • 1,112 Points 1k badge 2x thumb
Got the same problem here. I've been letting it slide for quite some time, but when it starts costing me money, it's time to take action!  I don't know what it is, but it seems to have starting when the new email system was implemented.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Hi Stephen4624,  Can you tell us more specifically what is going on?
What email address is affected?
Is there  a specific email that you sent that was not received?
Are you getting any bounce/undeliverable message back?

Mike
Photo of Stephen4624

Stephen4624

  • 1,112 Points 1k badge 2x thumb
I know my email is affected(stephen2"at"waterfrontnc"dot"com), and I believe our other email addresses are as well.  The problem is that I send an email and it is never received, not in inbox, junk mail, spam or any other folder.  No bounce back messages, no undeliverable messages, nothing. And this is not just a once every so often problem, it seems to be a regular occurrence.  Also, I have had some emails end up in spam/junk folders and that used to never happen. 
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Hi Stephen4624,  I just checked all of your addresses and domain name against our outgoing spam filter and they are all clean.   We'll have to troubleshoot this by having some specifics.  Can you give us a specific email address and a specific email that was sent from the account but not received? 

You can either post the email here, or if it's confidential just tell us the time & date it was sent along with the subject line.

Mike

Photo of Stephen4624

Stephen4624

  • 1,112 Points 1k badge 2x thumb
Mike, I'd rather not post it here, can you send me an email to reply to.
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
Hi Stephen,

I sent you an email to your email on file.  If you don't see it shortly, can you give me another address to send to.

Thanks

Drew
Photo of Stephen4624

Stephen4624

  • 1,112 Points 1k badge 2x thumb
Just responded to your email with the source code to one of the emails that was not received.
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
Thanks.  I have it.
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
Stephen4624,

That message is not blocked by the spam filter.  I will run the logs to see what happened to it.  This can take a lot longer as the logs are extremely large.

Thanks

Drew
Photo of Stephen4624

Stephen4624

  • 1,112 Points 1k badge 2x thumb
Thanks, I will look forward to hearing back.
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
You're welcome.  It may or may not be today.

Drew
Photo of Stephen4624

Stephen4624

  • 1,112 Points 1k badge 2x thumb
Hi Drew,

Just checking to see what the status is on the email not getting through.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Hi Stephen4624,  I'll see if I can get you a status update. Sorry for the delay.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Stephen4624, 

I was able to locate the ticket that Drew opened for you and they did confirm that the email (the one you sent Drew)  was received by the recipients server. 

Mike
Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb
Hi there.
I am having the same issue. I have heard from multiple sources over the past couple of weeks that emails I have sent to them from nora@noraherold.com have not been received.
Can you help me with this, please?
A couple of them have been gmail addresses.
I can be much more specific if need be.
Thank you
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
Hi Nora2292,

If you can copy/paste the source of a message that was not received, then we can run it through our logs and the spam filter to see if anything pops up. 

If you use webmail, I can log in and get it myself.  You just need to tell which message wasn't delivered.

Thanks

Drew
Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb
Hi Drew,
The email address is
info@databaseindays.com
2 emails sent to that address on June 20th not received.
That is the most recent incident. There have been others as well.
I do use webmail.


Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb
Let me know if you need me to c&p the source

Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
If you can do it that would be great.  For me to do it, I have to change your password which will kick you out.  You just right click on the message in question and you should see the view source.

Drew
Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb


Hey Drew,
Let me know when you are done, so I can remove all of that info. Thanks :)
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
Hi Nora,

I am done with them.  You may remove them now.  The good news is that neither message is blocked by our spam filter.  The bad news is that I will need to run the outgoing mail logs to see what became of them.  The logs are incredibly huge, so this may take a while.  I would certainly not expect anything before tomorrow at the earliest.

Drew
Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb
Thank you, Drew
Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb
Hey drew, it looks like I am no longer able to remove those posts. Can you do that for me?
Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb
Or can you tell me how to do that?
Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb
Thank you, Drew. I see you did it.
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
No problem
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
Hi Nora, this is going to look daunting, but here is the log from the first message you sent.
As per our mail server log the mails have been delivered to recipients mailbox successfully.

2014-06-20 19:59:33 1Wy8iT-0007si-6e <= nora@noraherold.com H=bosmailscan10.eigbox.net [10.20.15.10] P=esmtp S=3207 id=1051735778.2086584.1403308771696.o... T="May 6, 2014" from <nora@noraherold.com> for info@databaseindays.com
2014-06-20 19:59:33 1Wy8iT-0007si-6e => info@databaseindays.com F=<nora@noraherold.com> SRS=<SRS0=JxE1Mg=3R=noraherold.com=nora@ei...> P=<SRS0=JxE1Mg=3R=noraherold.com=nora@ei...> R=lookuphost T=remote_smtp H=databaseindays.com [192.185.148.78] C="250 OK id=1Wy8iT-0005Jz-Gy" QT=0s DT=0s
2014-06-20 19:59:44 1Wy8ie-0001Cf-Nx <= nora@noraherold.com H=bosmailscan02.eigbox.net [10.20.15.2] P=esmtp S=2970 id=1428306963.2086600.1403308784540.o... T="Meet Your Guides" from <nora@noraherold.com> for info@databaseindays.com
2014-06-20 19:59:45 1Wy8ie-0001Cf-Nx => info@databaseindays.com F=<nora@noraherold.com> SRS=<SRS0=JxE1Mg=3R=noraherold.com=nora@ei...> P=<SRS0=JxE1Mg=3R=noraherold.com=nora@ei...> R=lookuphost T=remote_smtp H=databaseindays.com [192.185.148.78] C="250 OK id=1Wy8if-0005Ob-2k" QT=1s DT=1s

The last couple of lines indicate that this message was handed off to the recipient server.  You might give the source to your customer and see if their mail admins are able to track it down.

Thanks

Drew

Photo of Nora

Nora

  • 3,642 Points 3k badge 2x thumb
Thank you for letting me know, Drew
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
You're welcome
Photo of Shannon3034

Shannon3034

  • 60 Points
Hello, 

We are having a similar issue with emails not being received, even between members of the office. 

Can you please send me an email address where I can lay out the situation in more detail? 

Thank you,
Shannon 
Photo of Drew N

Drew N, Alum

  • 262,816 Points 100k badge 2x thumb
I am sending a message now.  How do you check your email? and can we get the source code from a message that was not delivered?

Thanks

Drew
Photo of Amanda2660

Amanda2660

  • 82 Points 75 badge 2x thumb
I need help!!! I have been trying to test out setting up my email through Homestead. I have sent 2 emails to 2 of my other email account (gmail and yahoo) and they have been received. Now when I reply back I get NOTHING! I need to figure this out immediately before it costs me more money. HELP!
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Hi Amanda2660, 

The problem is with the way you have your domain pointed.  According to the public Whois record, your domain appears to be hosted at GoDaddy, and you've changed the nameservers to point to Bigcommerce.   When you change the nameservers, this by default changes all the underlying DNS records. This means that the underlying MX records which control where the email is routed are pointing to BigCommerce.

There are a few ways you could correct this problem, but the fastest and easiest method would be to contact GoDaddy, and have them remove the Bigcommerce nameservers, and add Homesteads nameservers. Here is a help topic that shows you how to change the nameservers at GoDaddy.
How do I point my domain to Homestead?

  • Nameserver 1 - NS1.MDNSSERVICE.COM

  • Nameserver 2 - NS2.MDNSSERVICE.COM

  • Nameserver 3 - NS3.MDNSSERVICE.COM

Once you add the nameservers listed above, there may be a short amount of down time for the site but it should be minimal as the domain's zone files have already been setup on our end.

Mike






Photo of Ellis Charles0586

Ellis Charles0586

  • 354 Points 250 badge 2x thumb
I too have been having huge problems with emails not being received and not going to where I am sending them. Up until a few weeks ago all was going fine. I use hotmail linked to my homestead mail to send the messages. As I said all was fine. I've tried to go through and configure for Outlook 2010 but your instructions don't fit the outlook page - there is no 'account info' that I can see. 
Photo of Ellis Charles0586

Ellis Charles0586

  • 354 Points 250 badge 2x thumb
Forgot to mention that also when I supply my homestead email address to those who require me to verificate my address I do not receive the email.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Ellis Charles0586,   The firs step in troubleshooting is to make sure you can both send and receive via the web mail by logging in and sending and receiving from this site: http://email.homestead.com

If you have any problems, let us know.  If this works properly, then the issue is likely a configuration problem with Outlook, which we can then investigate.

Mike

Photo of Ellis Charles0586

Ellis Charles0586

  • 354 Points 250 badge 2x thumb
Thanks Mike. The notification of your comment went to my hotmail account but not my homestead one. 
I sent an email from homestead account to hotmail account - that came through to hotmail. The one I sent from hotmail eventually came through but went to my spam folder.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Ellis Charles0586,  That would be correct. Your hotmail address is the primary address on  your Homestead account so that is where all Community notifications are sent.   Can you send and receive emails ok to other addresses? (besides your hotmail).

What is the email address in question? I can send some test messages to you so that you can reply.

Mike
Photo of Ellis Charles0586

Ellis Charles0586

  • 354 Points 250 badge 2x thumb
Hi Mike, I've tested with other emails and at the moment all of them are collecting and receiving. The problem is always sporadic though. Some emails get through from senders as well as from me to recipients while many do not.I'll get an email from somebody, reply to it, and they don't receive it; or they write and I never get it. Things like that. It's causing difficulties. The address is ellis@ellisctaylor.com. Thanks.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Ellis Charles0586,    I just checked and your email address itself, is not being blocked by our spam filter but it sounds more like something with the email content causing the problems.   For any emails that you've tried to send but were not received by the recipient we'll need you to provide us with the email header.

You can do this by opening the message from your sent folder, then click the "show source" button as shown in the image below. Just copy the entire text/content that you see on the screen and post it here on the Community.




If it's something confidential that you can't share online let us know the sending address, recipients address, subject line and time & date it was sent.

Mike
(Edited)
Photo of Ellis Charles0586

Ellis Charles0586

  • 354 Points 250 badge 2x thumb
Hi Mike, thanks for your help. As I mentioned earlier, I write and send all my mail through hotmail. I have not sent any directly from the homestead address in recent times. It's been working fine up until a few weeks ago. 
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
I'll need a recent email from the Homestead system if you would like us to troubleshoot this. Your post from three days ago states,  "I too have been having huge problems with emails not being received and not going to where I am sending them."   If you can get us the head from one of these emails that you attempted to send, I can see if it was blocked by our system.
Photo of Ellis Charles0586

Ellis Charles0586

  • 354 Points 250 badge 2x thumb
Hi Mike, can I send you this another way other than posting the recipient's email address on here?
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Sure... I just sent you an email which you can reply to.  It's best if you can get the header as explained above. Then we an run it through our spam filter to see if it's blocked on our end.

Also if you happen to have any bounce or undeliverable messages of any kind feel free to forward those too. 

Thanks!
Mike

This conversation is no longer open for comments or replies.