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Emails do not appear in Mail Tracking Logs of Hosted Email Security (HES)

    • Updated:
    • 24 Sep 2013
    • Product/Version:
    • Platform:
    • Others N/A
Summary
The Mail Tracking Logs determine the status of emails sent through HES/HES - Inbound Filtering. However, there are instances wherein emails do not return any results when searched through the Mail Tracking Logs.
Details
Public
The following are probable reasons why emails do not appearing in the Mail Tracking Logs:
  • The email did not reach HES/HES - Inbound Filtering.
  • Trend Micro's ERS databases include the IP address of the sending MTA and the searched recipient is not the first recipient during the SMTP handshake.
    For example, spamdude@spammer.com sent the email to user01@customer.com and user02@customer.com. In this situation, HES / HES - Inbound Filtering will return a 550 or 450 error after the first RCPT TO and will only log user01@customer.com in the mail tracking database. HEs / HES - Inbound Filtering' actions prevent the second RCPT TO from happening and the logging of the second email address.
Trend Micro recommends this procedure to efficiently search through the Mail Tracking Logs:
  1. Search for the email address of the sender to determine if ERS blocked the sender.
  2. If ERS did not block the sender, add the email address of the recipient to make the query more specific.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1031364
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