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Troubleshooting email delays after redirecting mail traffic to Hosted Email Security (HES)

    • Updated:
    • 3 Sep 2020
    • Product/Version:
    • Hosted Email Security
    • Platform:
    • N/A
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 HES / HES - Inbound Filtering.
This article discusses troubleshooting steps to address email delays after redirecting email traffic to HES/HES - Inbound Filtering.

To resolve the issue:

  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 HES/HES - Inbound Filtering inbound MTAs.
  2. 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:

  3. 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
    • X-TM-AS-Result-Detail:

    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.

  4. Check how long it took HES / HES - Inbound Filtering to process the email.
    1. Log on to the HES 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.

      Accepted Traffic

    5. Check the first and last timestamps to see how long HES held the email.


  5. 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.

Solution Id:
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