Email messages not showing up in Email Track and Trace on Symantec.cloud portal

Products

• Email Security.cloud

Issue/Introduction

 You may find that some messages do not appear in the searches that are performed in Email Track and Trace.

Environment

Email Security.cloud

Resolution

Several valid reasons exist for mail not being returned in search results.

• The email is too recent. It takes approximately 15 minutes to one hour for an email to become visible in Email Track and Trace. The offset is due to the time it takes to concatenate the logs and ship them back to the central database. 

• The email was not routed through our infrastructure. 

• A typo may exist in the inbound MX records or the inbound recipient's address.
• The search may have been conducted using the BODY-FROM text rather than the true SMTP MAIL FROM record. The body-from address has the potential to be a spoofed address. Some systems mask the true sending address by prefacing the address with prvs=#######, which constitutes the true transmission address. As a workaround, you can try searching for the sender as "[email protected]" or by searching for only the recipient, leaving the sender field blank. 
• If there is no mail-from address for the sender, the field only displays an @ symbol in Email Track and Trace. 
• If you send Outbound Email through the Email Security.cloud infrastructure from an IP but your domain is not provisioned in the portal, Track and Trace results will not show for that domain. 

• The domain is currently registered as a 'Third Party Domain.' At this time, traffic from third party domains is not logged in Track and Trace. Please note that Track and Trace only supports domains registered under 'My Domains.

Additional Information

If the email is sent via a third-party application like SendGrid, the email address might change for each recipient.

Example: bounces+2657320-d828-firstname.lastname=[e-mail]

Replace the text with * to narrow the search in Track and Trace = *@*.example.com