To troubleshoot the email delays, do the following:
- Do an NSLOOKUP on the domain.
- From the desktop, click Start > Run.
- Type "cmd", then click OK.
- On the command prompt, type "nslookup", then press Enter.
- Type "Set query=mx", then press Enter.
- Type your domain name then press Enter.
- Check and make sure that it is pointing to the EMS/EMS - Inbound Filtering. MTAs.
- 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
- North America, Latin America and Asia Pacific:
- 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.
- Check how long it took EMS/EMS - Inbound Filtering to process the email.
- Log on to the EMS console.
- Go to Logs > Mail Tracking.
- Specify the sender, recipient and date/time stamp of the delayed mail.
- Select Accepted Traffic, then click Search.
- Check the "Received" and "Delivered" timestamps to see how long EMS held the email.
- 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.