Testing communication

Document information

Document ID:4571
Subject:Troubleshooting outbound email problems
Creation date:12/14/15 4:35 PM
Last modified on:8/13/18 3:45 PM

Troubleshooting problems related to outbound emails

Consider the following scenario:
  • A user Mary (mary@yourCompany.com) wants to send an email to John (John@BusinessPartner.com)
  • John is a user on the Internet who may or may not use Xeams
  • Mary is a user on your network and has specified the host name or IP address of Xeams' machine in her MS Outlook or Thunderbird client.

Step 1 - Mary clicks the send button in her email client and gets an error. Some possible reasons for such error are:
  • The value for SMTP server is incorrectly specified in her email client. Click here for a resolution.
  • Mary's machine is not allowed to relay or she is not configured to use Authentication. Click here to allow relaying or here to use SMTP authentication
  • Xeams server is not running or there is no network connectivity from Mary's machine to the server.
Step 2 - The message is received by Xeams. Click here to see how to verify this step.

Step 3 - Once an outbound message arrives in Xeams it will:
  • Pass through filters
  • Will be sent to outbound message queue. If for any reason Xeams is not able to deliver the message to the final destination, it will sit in a folder called OutboundMailQueue. There could be several reason why an outbound message cannot be delivered. Below are the most common problems.
    • MX record for the destination server cannot be found in DNS
    • The destination server is not responding
    • The destination server won't accept the message
  • There are several log files that you can monitor to see what happens to a particular message. These logs files are:
    • SMTPOutboundConversation.log
    • SmtpQueue.log
    • OutboundAuditTrailFailure.log

Step 4 - The message is delivered to the final destination. To confirm if a message was delivered, search for the recipient's email address in OutboundAuditTrailSuccess.log file.

If you see an entry in this log file, that means the recipient server has accepted the message. If the end user claims that they did not receive it, that means a problem on their end.

User comments

Posted by David Johnson on 5/25/16 11:51 PM

I am having the same problem. A number of mail stuck in the outbound mail queue timing out but only for random domains. Nothing seems to clear the queue

Posted by Wayne Alvarez on 2/8/14 4:52 AM

Has this outbound email issue been resolved yet?, i'm having the same problem if i drop the emails in the OutboundMailQueue I receive the emails.

Posted by David Johnson on 5/26/16 11:00 PM

A follow up on this as I got to the bottom of my issue. The issue was because the MTU size of the Ethernet interface was set too high. It needed to be lower than the default 1500 setting and fragmentation was not happening to some of the domains. Setting it to a lower value, meant that the packets could now get through to the mail servers for the other domains and the queue was quickly proceed. Just another thing to watch out for.

Posted by Mathew Sosnowski on 9/27/12 2:39 PM

I am having difficulties getting Xeams to send the emails. All the logs point to a successful send but The email is never received. I found all the good emails in the xeams/goodEmails/ folder so I decided to copy them to the xeams/OutboundMailQueue/ folder and within a couple minutes all the emails I was trying to send finally arrived and the OutboundMailQueue folder was once again empty. I am at a loss as to why its not putting the emails in the outbound folder I don't see a setting anywhere that I missed. So according to the instructions above there should be one more problem why xeams will not send email. It does not copy to the OutboundMailQueue folder

Posted by Attilio Baldini on 3/1/13 9:28 AM

All my outbound email don't reach the destination. I don't havethe log files: ◦SMTPOutboundConversation.log ◦SmtpQueue.log ◦OutboundAuditTrailFailure.log What is wrong with my installation?

Posted by Hans-Christian Woessner on 2/6/16 3:47 PM

I'm having problems in sending mails. Everything is working well, but at command 354 (sending Data or eml-file) Xeams will do nothing. The mail goes to the outbound-mailqueue and will stay there for the configured amount of time an will not be sended at each retry (response is timeout). And now the crazy thing - some domains are working - send and receive will work! Does anything had that same kind of problem? Thanks!

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