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Missing emails after setting up Hosted Email Security (HES)

    • Updated:
    • 20 Sep 2016
    • Product/Version:
    • Hosted Email Security 3.0
    • Platform:
    • Not Applicable N/A
Summary

You cannot find your emails after setting up HES/HES - Inbound Filtering.

Details
Public

This may occur due to any of the following:

  • The emails are listed in the RBL+/QIL database and were blocked by HES / HES - Inbound Filtering.
  • A firewall policy is restricting access from HES / HES - Inbound Filtering servers.
  • HES / HES - Inbound Filtering servers are not sending to the correct receiving MTA of the customer.

To resolve the issue, do one of the following:

  • Check the mail tracking logs of HES / HES - Inbound Filtering:
    1. Log in to the HES/HES - Inbound Filtering console.
    2. Go to Logs > Mail Tracking.
    3. Select the date range.

       
      Only the emails from the last seven (7) days on HES 1.x and last thirty (30) days on 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.

      Enter the sender of missing email

      Click image to enlarge.

    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 checking the firewall policies.
      • 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.

         
        The Blocked by ERS column in the Blocked Traffic tab may display either "Permanent" or "Temporary." If it shows "Permanent", the sender's IP address is listed in the RBL+ database. "Temporary" means it is listed in the QIL database.
  • Check if a firewall ACL is blocking/dropping traffic from HES / HES - Inbound Filtering servers. Make sure that the ACL of the domain is accepting emails from the IP addresses of the HES/HES – Inbound Filtering IP mail servers.
     
    If you need assistance, contact your network administrator.<
  • If all emails are not being received, see if you have made any changes to the IP addresses of your domain registered with HES / HES - Inbound Filtering. If so, contact Trend Micro Technical Support so that we may update our records and forward the emails correctly.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1035701
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