Troubleshooting Guide


1. Troubleshooting receiving emails (inbound)


Please see the troubleshooting inbound article here. This page goes over which steps the issue might take place for inbound emails.

2. Troubleshooting sending emails (outbound)


Please see the troubleshooting outbound article here. This page goes over which steps the issue might take place for outbound emails.

Additional articles/notes:


Xeams is taking a long time accessing/modifying anything in the admin console.

Certain configurations can slow down Xeams, making it unresponsive. Please take a look at the performance KB article to help you troubleshoot the root of the cause.

Additional articles/notes:


Updating does not work when restarting Xeams.

When you get the notification on the home page of the admin console to restart Xeams to apply the new update, Xeams does not get updated. Please see the troubleshooting auto-update KB article on what steps you can do to fix the issue.

Note: You can manually patch Xeams by following the instructions and download the files here.

Additional articles/notes:

  • Confirm you are using the latest Java Run Time (JRE) for Xeams. Please note that in QNAP, Xeams uses the JRE that is installed on the QNAP machine.

Xeams is not starting or unable to connect to the admin console through the browser.

When trying to connect to the admin console of Xeams, the web browser is unable to connect. Please see our common installation problems KB article on how to fix this issue.


Moving Xeams to another server.

In order to move Xeams to another machine, you will need to move some files over. Please see our moving Xeams KB article for which files you will need to copy.


Xeams shows incorrect active user count.

In the admin console, hovering over the mouse over Tools and clicking on About Xeams shows an incorrect active user count. This can happen if Xeams is configured to accept emails for invalid users. Please see the troubleshooting incorrect user count KB article for instructions on fixing this issue.

Additional articles/notes:

  • If your users are valid and you do not want to filter messages for them, add them to the bypass list.This will disable the filtering for the specified user, and will lower your user count.

Emails show up in the wrong category.

Every email coming into Xeams will be assigned a score. This score determines if the message is good or junk. Please take a look at our incorrect classification KB article on finding out why the emails are scored incorrectly.


Emails are not filtering.

If your emails are not getting filtered, confirm the license has not expired. To check this, hover your mouse over Tools and click on About Xeams.

Additional articles/notes:

  • Confirm the active user count does not exceed your license. If so, please see the troubleshooting incorrect user count for more details.
  • If the license is not expired and active user count is correct, confirm "enable filtering" is enabled. To check this, hover your mouse over Filter Management and click on Score Configuration. In this page, make sure enable filtering is checked.
  • Sometime before the license expires, Xeams will send an email to the administrator letting them know the license will expire soon.

Receiving too many forged emails.

It's very easy for someone to impersonate as another email address in SMTP. There are mechanisms to detect this behavior in Xeams. These include SPF, DKIM and DMARC. Please take a look at this KB article to help you configure SPF DKIM and DMARC.

Additional articles/notes:

  • There are certain tricks spammers use to try to bypass spam filters, including name spoofing. Please see the custom rules engine KB article for more details.