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Document ID:4844
Subject:Possible Reasons For Not Receiving Summary Reports
Creation date:4/20/16 12:05 PM
Last modified on:4/20/16 12:05 PM


Possible Reasons For Not Receiving Summary Reports

There are 2 possible reasons why this might happen:

Reason# 1
The user did not get any message that was quarantined - 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 in fact generated a report for this use.
Reason# 2
A report is generated by Xeams but does not reach all the way to 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 user's inbox.

Use the steps below to confirm if Xeams has sent our a message but Exchange did not deliver it to user's Inbox.
  • First, generate a report manually. This is done by:
    • Login 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. An existence of MAIL FROM, RCPT TO, DATA and QUIT verbs indicate a successful deliver. 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, that means the message is stuck in the OutboundMailQueue, which is a folder off of the installation folder. On Windows, check C:\Xeams\OutboundMailQueue and on Linux, check /opt/Xeams/OutboundMailQueue. There are a couple of reason 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, make sure your Exchange servers 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.




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