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Receiving bounced emails in Hosted Email Security (HES)

    • Updated:
    • 20 Jun 2017
    • Product/Version:
    • Hosted Email Security 3.0
    • Platform:
    • Not Applicable N/A

This article discusses why you receive bounced emails in HES/HES - Inbound Filtering and how to resolve this issue. 


The issue may occur in any of the following instances:

  • The email violates an existing HES / HES - Inbound Filtering policy
  • The HES Email Reputation Services explicitly rejected the IP of the sending mail server
  • The mail is being sent to an invalid recipient
  • The IP/domain name of the sending mail server is on the blacklist of another filtering software/service that the receiving domain is using
  • The mail violates a policy of another filtering software/service used by the receiving domain

To resolve the issue:

  1. Check existing HES/HES - Inbound Filtering policies that the email may have violated. The default global settings are as follows:
    • Message size limit: 50 MB per message
    • Recipient limit: 1000 addresses
    • Total embedded layers within a compressed file: 20 layers
    • Total decompressed message size: 60 MB
    • Total files in a compressed archive: 353 files
  2. Check the mail tracking logs of HES / HES - Inbound Filtering.

    1. Log on to the HES / HES - Inbound Filtering console.
    2. Go to Logs > Mail Tracking.
    3. Select the date range.

      Only the emails from thirty (30) days for HES 2.0 can be tracked, and data from the last two (2) hours may not be displayed yet.
    4. Specify the sender of the missing email.
    5. Check if the sender is listed in the Accepted Traffic or the Blocked Traffic tab, and do one of the following:

      • If it is listed under Accepted Traffic, proceed to Step 3.
      • If it is listed under Blocked Traffic and you are sure the sender can be trusted, you can opt to add it to the Approved Senders list.
  3. Make sure that the recipient of the email being sent is valid.
  4. Check the IP of your mail server using the MAPS - Support - Lookup Tool to see if your IP is being blocked by the receiving domain.
  5. Contact the receiving domain and see if they have any policy restrictions or blacklists that may be causing the bounced emails.
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