Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

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

    • Updated:
    • 29 Jan 2016
    • Product/Version:
    • Hosted Email Security - Inbound Filtering 1.9.8
    • Hosted Email Security 1.9.8
    • Platform:
    • Not Applicable N/A
Summary
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.
Details
Public
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:
    Note: If you need assistance, please contact your network administrator.
    • 216.104.0.0/19
    • 216.99.128.0/20
    • 150.70.0.0/16
    • 54.219.191.0/25
    • 54.86.63.64/26
  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/HES - Inbound Filtering console.
    2. Go to Logs > Mail Tracking.
    3. Select the date range. Please note that only mails from the last seven (7) days can be tracked, and data from the last two (2) hours may not be displayed yet.
    4. Specify the sender of the delayed mail.
    5. Go to the Accepted Traffic tab and click on the timestamp of the email.
      Mail Tracking Inbound Traffic
    6. Check the "Receiving" and "Delivery" timestamps to see how long HES held the email.
      Mail Tracking Details
    7. 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.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1035748
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support


To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.


Need More Help?

Create a technical support case if you need further support.