Viewing email delivery details in Email Track and Trace

When you submit an Email Track and Trace search, a list of results is displayed on screen. To view detailed information about a specific email, click on the associated item in the results list.

To view full delivery information

  1. Select Tools > Email Track and Trace.

    Enter your search criteria and submit your search.

  2. When you have received your search results, click on the required entry in the results list.

    A pop-up window displays the delivery details in the Summary tab.

    One of the following main delivery status messages is displayed at the top of the page:

    • Delivered to recipient network - The email was delivered to the recipient's network.

      Note:

      In some circumstances, the email appears as delivered to the recipient's network, but may not have reached the intended recipient. Typically, the recipient organization's email security policies for inbound email are the reason for an email not reaching an intended recipient.

    • Not delivered - The email was not delivered to the recipient's network. One of the Email Services may have intercepted it, or the email was not accepted into the Email Services infrastructure in the first place.

    • Pending information - The complete log for the email is not available yet. Typically, an email is searchable within 15 minutes of entering the infrastructure. Try your search again in a short while.

    • Retrying delivery - The email is in the process of being sent. An email enters a retry schedule if it cannot be delivered immediately.

    • Delivery failed - We tried to deliver the email, but were unsuccessful. The delivery failure may be due to a connection problem between our infrastructure and the recipient's network.

    The following information is provided in the Summary page:

    Detail

    Description

    Sender

    The email address of the sender.

    Recipient

    The email address of the recipient.

    Subject

    The subject line of the email.

    Message Size

    The total size of the email message, including any attachments.

    Message ID

    The message ID, as shown in the header of most emails.

    Message Reference

    The message reference number.

    Connection

    If the email was accepted into the infrastructure for scanning, a check mark icon and the Accepted label are displayed.

    If the email was rejected, an "X" icon and the Email rejected label are displayed.

    The infrastructure rejects all emails that are not on your organization's valid address list. To avoid an email being rejected, ensure that your Address Registration address list is always up to date.

    Sending Server

    The IP address of the sending mail server.

    Sending Server Helo

    The Helo string that identifies the sending SMTP server.

    Connection Started

    The date and time in GMT that the sending server has connected to our infrastructure.

    Connection Finished

    The date and time in GMT that the sending server has disconnected from our infrastructure.

    Status

    If the delivery status is Retrying delivery, this field provides detailed information about the delivery retries.

    Security Scan

    If one or more of your Email Services intercepted the email, the service that applied the most severe action is provided.

    Delivery result

    The main delivery status of the email message.

    Delivery Attempts

    The number of delivery attempts.

    Latest Attempt

    The date and time in GMT of the most recent delivery attempt.

    Recipient Server

    The IP address of the recipient server.

    View advanced delivery information

    Clicking this link opens the Log View tab, which displays detailed connection information in chronological order according to dates and times in GMT.

  3. Click on the Attachments tab for information about any email attachment.

    You cannot open the Attachments tab if the email did not have an attachment. If the email has an associated attachment, the attachment's name is displayed along with its MD5 checksum value.

  4. Click on the Log View tab for detailed connection information.

    Detailed connection information is displayed in chronological order according to dates and times in GMT.

See Viewing Email Track and Trace search results

See About Email Track and Trace

Imported Document ID: HOWTO101625
Legacy ID: v54074453_v101920725

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