Troubleshooting Quarantine Reports

The user did not get any junk messages - if nothing gets quarantined, there is no need for a summary report. Hence, no report is generated.

Check QuarantineReports.log file to confirm if Xeams generated a report for this use.

Xeams generates a report but does not reach the user's inbox. For example, if the next hop in your email flow is MS Exchange, Xeams sends it to Exchange, but for some reason, Exchange does not put it in the user's inbox.

Use the steps below to confirm if Xeams has sent out a message, but Exchange did not deliver it to the user's Inbox.

• First, generate a report manually. This is done by:
  • Logging in as Admin into Xeams
  • Under the 'Server Configuration' select 'Manage Users'
  • Next to the desired user, click on 'Report'
  • This will send a request to generate a summary report for the user
• Second, check SMTPOutboundConversation.log for communication between Xeams and Exchange using the following steps:
  • Under the 'Tools' Menu, select 'View Logs'
  • Locate and select 'SMTPOutboundConversation.log'
  • Then click on 'Show Content' at the bottom of the page
  • The page will load displaying all the logs
  • Analyze the log. The existence of MAIL FROM, RCPT TO, DATA, and QUIT verbs indicates a successful delivery. Following is a sample of a successful communication between Xeams and the next server.

    2016-04-20 12:05:17,901 - [   4467082] ************ New  connection to: 192.168.1.174
    2016-04-20 12:05:17,932 - [   4467082] C --> 220 sm02.synametrics.com ESMTP Sendmail 8.12.8/8.12.8; Wed, 20 Apr 2016 10:09:50 -0400
    2016-04-20 12:05:17,932 - [   4467082] S <-- EHLO mail.synametrics.com
    2016-04-20 12:05:17,932 - [   4467082] C --> 250-sm02.synametrics.com Hello [192.168.1.70], pleased to meet you
    2016-04-20 12:05:17,932 - [   4467082] C --> 250-ENHANCEDSTATUSCODES
    2016-04-20 12:05:17,932 - [   4467082] C --> 250-PIPELINING
    2016-04-20 12:05:17,932 - [   4467082] C --> 250-8BITMIME
    2016-04-20 12:05:17,932 - [   4467082] C --> 250-SIZE
    2016-04-20 12:05:17,932 - [   4467082] C --> 250-DSN
    2016-04-20 12:05:17,932 - [   4467082] C --> 250-ETRN
    2016-04-20 12:05:17,932 - [   4467082] C --> 250-DELIVERBY
    2016-04-20 12:05:17,932 - [   4467082] C --> 250 HELP
    2016-04-20 12:05:17,932 - [   4467082] S <-- MAIL FROM:
    2016-04-20 12:05:18,245 - [   4467082] C --> 250 2.1.0 ... Sender ok
    2016-04-20 12:05:18,245 - [   4467082] S <-- RCPT TO:
    2016-04-20 12:05:18,276 - [   4467082] C --> 250 2.1.5 ... Recipient ok
    2016-04-20 12:05:18,276 - [   4467082] S <-- DATA
    2016-04-20 12:05:18,276 - [   4467082] C --> 354 Enter mail, end with "." on a line by itself
    2016-04-20 12:05:18,292 - [   4467082] C --> 250 2.0.0 u3KE9oJp022755 Message accepted for delivery
    2016-04-20 12:05:18,292 - [   4467082] S <-- QUIT
    2016-04-20 12:05:18,292 - [   4467082] C --> 221 2.0.0 sm02.synametrics.com closing connection
    2016-04-20 12:05:18,292 - [   4467082] ~~~~~~~~~~~~ Connection Terminated ( 391)
    

• If you do not see any communication between Xeams and the next hop, the message is stuck in the OutboundMailQueue, a folder off of the installation folder. On Windows, check C:\Xeams\OutboundMailQueue and on Linux, check /opt/Xeams/OutboundMailQueue. There are several reasons for a message to sit in the OutboundMailQueue.
  1. The next server is not responding or it is down
  2. Xeams is unable to resolve the IP address. In this case, ensure your Exchange server IP is in the local host file. Click Manage Local Host under Server Configuration

To verify if Xeams has sent out the report, review the SMTPOutboundConversation.log file.

Quarantine reports depend on the system's time and will not be sent if the time is incorrect.

This reason applies if you're using multiple profiles in Xeams. One user can only belong to a single profile. Often associated email addresses to a single user end up going to a different profile. Use the following steps to confirm this is not the case:

• Click Server Configuration/Manage Users
• Click Associations for the desired user
• You will see a warning message towards the top if a user is associated with multiple profiles.