Mails are queued for delivery and non-delivery receipt shows 'Connection timed out' in Hosted Email Security (HES)

- Updated:
- 17 May 2021
- Product/Version:
- Hosted Email Security 1.9.8
- Hosted Email Security 2.0
- Hosted Email Security 3.0
- Trend Micro Email Security 1.0
- Platform:
- N/A N/A

Summary

You see mails in the mail tracking logs as 'Queued for Delivery' in Hosted Email Security (HES). You also receive the non-delivery receipt below.

Diagnostics information for administrators:

Generating server: rfout02.hes.trendmicro.eu
address@example.com
#< #4.4.1 X-Postfix; connect to FQDNof.example.com [X.X.X.X]:25: Connection timed out> #SMTP#

Details

In most cases, the error is related to the receiving MTA. For this example, FQDNof.example.com does not accept emails from HES outbound servers.

To resolve the issue, check the IP addresses used for outbound emails. Refer to the following KB article for more information: Accepting emails coming only from Hosted Email Security (HES) servers.

If the recipient confirms that mails are accepted out of the IP range and the issue still persists, submit a case to Trend Micro Technical Support . Provide the following information:

HES Activation Key (Example: NM-...)
HES login ID
Sample copy that shows the issue. From the HES admin console, go to Logs > Mail Tracking. Select the relevant email and copy the text.
Non-delivery report from the original sender