Inbound Emails are being delayed

Products

• Email Security.cloud

Issue/Introduction

Emails sent to your organization are being delayed, but delivered.

Emails you are sending are being delayed, but delivered.

Environment

Symantec Email Security.Cloud

Resolution

To begin investigating the delay in receiving your inbound mail, please log on to the ClientNet portal at https://clients.messagelabs.com

Once you have logged in, navigate to the Tools menu and select "Track and Trace." You will then see the following screen:

 

 

In the Recipient field, enter *@example.com, replacing "yourdomain.com" with the specific domain where you suspect the delay is occurring. 

 

Set the Date Range to the period when the delay was experienced. If the delay is currently ongoing, please select the last 1 to 2 hours. 

 

Click on the Search button. 

 

After a short while, the results will be displayed, similar to the example below.

 

The following information outlines the two columns displayed: Accepted and Delivered.

 

Accepted: This column shows the date and time when the email was successfully delivered to the Symantec Email servers from the sender's email server.

Delivered: This column indicates the date and time when the email was successfully delivered to your configured inbound route(s).

 

If the Accepted and Delivered times are the same, it means there has been no delay between when Symantec.cloud accepted the email and when it was forwarded to its final destination. In such cases, any delays experienced should be investigated with either the sender or the recipient.

 

By clicking on the email in the search results, you can view additional details.

 

You should expect to see less than a 1-minute difference between the Connection Started and Connection Finished times displayed. A larger delay between these two times suggests that the email(s) in question have been held on our systems longer than usual, which may require further investigation. Please make a note of the Message Reference Number for any emails you need to discuss with Broadcom Support.

 

If there are no delays indicated by the Track and Trace tool, but you are still experiencing issues with sending and receiving emails, it is recommended to inspect the email headers of a received email. This can help you trace the email’s path and transit time, allowing you to identify where the delay may have occurred.