Document information

Document ID:4650
Subject:Tracking lost emails through log files
Creation date:12/14/15 4:35 PM
Last modified on:8/13/18 12:29 PM

Tracking emails through log files

Consider the scenario where a user sends an outbound email to someone on the Internet and the recipient claims they did not get the message.

The article talks about some tips that are useful in tracking messages.

  1. First, check if an MX record for the recipient's domain name can be resolved. To do this, log in to the Admin Console and click the Tools menu itself (Do NOT click any item in the pop-up menu). This will bring up a page for Trouble shooting utilities. Try performing a DNS Lookup on the recipient's domain

  2. Check the OutboundAuditTrailFailure.log - Click View Logs under the Tools menu, select OutboundAuditTrailFailure.log, put the email address of the recipient in the Filter string and hit the Show Content button. This should show you the entry with a reason for failure.

  3. Check the OutboundAuditTrailSuccess.log - Now check this log in a similar manner. If you see an entry in this log for the recipient, it means the receiving server has accepted an email but have decided to block it.

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