To resolve the issue:
- 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 HES/HES - Inbound Filtering inbound MTAs.
For more information, refer to the article: Generating Mail Exchange (MX) records to use in Hosted Email Security (HES)
- Make sure that the ACL of the domain is accepting emails from the following IP ranges for HES/HES - Inbound Filtering:
If you need assistance, please contact your network administrator.
For EMEA site:
For all other regions:
- Check if the mail headers contain the following items added by HES / HES - Inbound Filtering:
- X-TM-AS-Product-Ver: (either HES or HES - Inbound Filtering)
- X-TM-AS-Result: No--6.269-4-1-31
If these headers are not visible, it means that the email did not pass through the HES / HES - Inbound Filtering servers and that the delay is not caused by HES / HES - 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 HES / HES - Inbound Filtering to process the email.
If HES/HES - 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 HES/HES - Inbound Filtering, check the mail header for other servers which accepted the email after passing through HES/HES - Inbound Filtering. Check which hop took long and caused the delay.