Email delivery 101 for Email Security.cloud

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Article ID: 169843

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Updated On:

Products

Email Security.cloud

Issue/Introduction

Learn how to troubleshoot email delivery issues for Symantec Email Security.cloud, and how to use the Email Delivery Troubleshooting tool.

Resolution

Contents

Email Delivery Troubleshooting tool

Use the Email Delivery Troubleshooting tool to diagnose common issues that affect email delivery to and from both internal and external email addresses and domains.

The tool prompts you to specify information about the problem you are having, runs checks based on the information you provide, and then displays results that you can use to solve the problem

To run the Email Delivery Troubleshooting Tool

  1. In the Symantec.cloud portal, click Tools > Email Delivery Troubleshooting Tool.
  2. For Select what type of problem you are experiencing, respond by selecting one of the following:
    • Problems receiving mail
    • Problems sending email
    • Problems receiving too much spam
  3. For Which recipients are affected/Who is having this problem, respond by selecting one of the following:
    • Only one of my addresses
    • Only one of my domains
    • My whole organization
  4. Respond to any additional prompts if asked, such the problematic address or domain, or the domain and address of the recipient or sender who is experiencing issues.
  5. Specify whether to receive your results on-screen or by email. If you select email, enter the email address to which you want the results to be sent.
  6. Click Run checks.

Note: If you elect to have results sent via email, then no further information is displayed on the screen after you click the Run checks button. Instead, the results of the checks are sent to the specified email address.

See About the Email Delivery Troubleshooting Tool

See Viewing Email Delivery Troubleshooting check results

See Requesting Email Delivery Troubleshooting results by email

Inbound email(s) not blocked

If one or more inbound emails are not blocked in your environment, review the following:

Inbound emails(s) not received

Complete email failures

If no inbound emails are received in your environment, review the following:

  • Use the Email Delivery Troubleshooting Tool to look for issues and gather evidence.
  • Are the emails found in Email Track and Trace?
    • If not, check the recipient domain in DNS to confirm correct configuration of MX records.
  • Is your Symantec.cloud account active?
  • Troubleshoot MX records
    • Are MX records properly configured
  • Troubleshoot Transport Layer Security (TLS) issues
    • Error: "500 series error permanent failure"
    • Error: "451 TLS/SSLv3 Connection required. (#4.7.1)"
    • Troubleshoot TLS
  • Check connection over Symantec IP ranges
  • Troubleshoot Data Protection issues
  • Troubleshoot mail routing - Is mail routing email to the correct location when Symantec.cloud tries to deliver it?
    • Use Email Track and Trace to confirm the status of delivery.
      • If Delivered: Is the IP the expected server?
      • If Retrying: The IP may shows as 0.0.0.0, which means Symantec.cloud was unable to successfully connect to any servers.
    • Make sure the correct IP address or hostname is listed in Inbound Routes.
      • Is the route being delivered to a valid route further down in the list? This indicates an issue with the primary route that is forcing Symantec.cloud to start working down the list.
  • Troubleshoot firewall issues
    • Is your firewall configured to accept inbound SMTP connections from Symantec.cloud to their mail server? See the Symantec.cloud IP range.

Single email not received

If one or more inbound emails are not received in your environment, but you are not experiencing a complete email failure, review the following:

Outbound email(s) not sent

  • Use the Email Delivery Troubleshooting Tool to look for issues and gather evidence.
  • If you receive the error, "553-you are trying to use me [server-XX.tower-XXX.messagelabs.com] as a relay, but I have not been configured to let you [x.x.x.x] do this."
    • In the Symantec.cloud portal, under Email Services > Outbound Routes, ensure that the correct IP address is listed. The error response should identify the IP that was sending the mail (you [x.x.x.x]).
  • If you have not received an error message, this indicates that email may be queuing on your server. 
    • Perform a manual telnet to your assigned Symantec.cloud cluster from your mail server. The appropriate cluster can be found in the your welcome letter, or based on their MX record.

Inbound or outbound email(s) delayed

Intermittent email failures or errors

  • Use the Email Delivery Troubleshooting Tool to look for issues and gather evidence.
  • Were emails intercepted by a Symantec.cloud service, such as Anti-Spam or Anti-Malware?
  • Have you or the sender received any error messages?  
    • Forward the bounce and if possible a copy of the email for analysis of the email & headers. 

Other email delivery issues

Emails to a recipient domain deliver to a server not in their MX record

  • Scenario 1: Even if you change your MX records, we must use the Inbound Routes for domains provisioned on the Symantec.cloud service. For example, if you cancel your Symantec.cloud service without requesting removal of domains, we are contractually obligated to keep your configuration until the end of your paid term, or until you request removal of the domains, whichever comes first.
  • Scenario 2: If the sender has configured a static route for the recipient domain as part of an Encryption Enforcement, or they have a Data Protection policy using the Route To action.