To troubleshoot the email delays, do the following:

1. Do an NSLOOKUP on the domain.
   1. From the desktop, click Start > Run.
   2. Type "cmd", then click OK.
   3. On the command prompt, type "nslookup", then press Enter.
   4. Type "Set query=mx", then press Enter.
   5. Type your domain name then press Enter.
   6. Check and make sure that it is pointing to the EMS/EMS - Inbound Filtering. MTAs.
2. Make sure that the ACL of the domain is accepting emails from the following IP ranges for EMS/EMS - Inbound Filtering:
    

   If you need assistance, please contact your network administrator.

    
   • North America, Latin America and Asia Pacific:
     • 18.208.22.64/26
     • 18.208.22.128/25
     • 18.188.9.192/26
     • 18.188.239.128/26
   • Europe, the Middle East and Africa:
     • 18.185.115.0/25
     • 18.185.115.128/26
     • 34.253.238.128/26
     • 34.253.238.192/26
   • Australia and New Zealand:
     • 13.238.202.0 /25
     • 13.238.202.128 /26
3. Check if the mail headers contain the following items added by EMS/EMS - Inbound Filtering:
   • X-TM-AS-Product-Ver:
   • X-TM-AS-Result: No--6.269-4-1-31
   • X-TM-AS-Result-Detail:

   If these headers are not visible, it means that the email did not pass through the EMS/EMS - Inbound Filtering servers and that the delay is not caused by EMS/EMS - Inbound Filtering. There is no need to perform the steps below.

   If these headers are present, please proceed to the next step.

4. Check how long it took EMS/EMS - Inbound Filtering to process the email.
   1. Log on to the EMS console.
   2. Go to Logs > Mail Tracking.
   3. Specify the sender, recipient and date/time stamp of the delayed mail.
   4. Select Accepted Traffic, then click Search.

      

   5. Check the "Received" and "Delivered" timestamps to see how long EMS held the email.

      

   6. If EMS/EMS - Inbound Filtering shows a delay, save the email in MSG or EML format and contact Trend Micro Technical Support.
      If there was no delay in EMS/EMS - Inbound Filtering, check the mail header for other servers which accepted the email after passing through EMS/EMS - Inbound Filtering. Check which hop took long and caused the delay.