Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Troubleshooting email delays after redirecting mail traffic to Trend Micro Email Security (EMS)

    • Updated:
    • 18 Sep 2020
    • Product/Version:
    • Platform:

The time required to process each message is measured in milliseconds. Any delay in the delivery of messages should be negligible and will not be noticed by the end user. However, users report that emails are delayed after redirecting their traffic to EMS/EMS - Inbound Filtering.

This article discusses troubleshooting steps to address email delays after redirecting email traffic to EMS/EMS - Inbound Filtering.


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:
    • Europe, the Middle East and Africa:
    • Australia and New Zealand:
      • /25
      • /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.

      Mail Tracking

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

      Mail Tracking Details

    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.
Solution Id:
Did this article help you?

Thank you for your feedback!

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.