Re-directed mail does not hit all recipients

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R4LRetro
Posts: 36
Joined: Wed Mar 25, 2020 1:32 pm

Re-directed mail does not hit all recipients

Post by R4LRetro »

Good Morning!

We have a setup with our VOIP provider so that employees can text our main business phone line to call in to work and it will be sent as an email to all of the managers at our business. The managers are in a group in MailEnable. Yesterday morning, there were about 6 emails that were received and forwarded but only forwarded to 3 local mailboxes in the group. After 9AM, further texts were forwarded to all of the recipients in the group.

Checking the activity/debug logs for SMTP, MTA and IMAP, as well as using the message tracker, I can see that the email was routed through but only sent to 3 SF mailboxes. I do not see any traces of errors delivering to other mailboxes, so I'm having trouble figuring out what happened. I can see that text@example.com was mapped to the phonetext group for each email. I even see one instance where the MAI file was sent as another MAI file, but searching for that MAI file returns no results. I am extremely confused on how to troubleshoot this issue.

Admin
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Posts: 1127
Joined: Mon Jun 10, 2002 6:31 pm
Location: Melbourne, Victoria, Australia

Re: Re-directed mail does not hit all recipients

Post by Admin »

Hi,

If you check the postoffice connector Debug log it will indicate all the recipients of the email. So if an email was sent to the group called test which had three members you would see:

09/26/22 15:01:45 [46E5C942D0144F6BAAF210AF6DD40EEE.MAI] Processing Message for Group ([SF:example.com/test])
09/26/22 15:01:45 [46E5C942D0144F6BAAF210AF6DD40EEE.MAI] Addressing message to group member ([SMTP:recipient1@example.com])
09/26/22 15:01:45 [46E5C942D0144F6BAAF210AF6DD40EEE.MAI] Addressing message to group member ([SMTP:recipient2@example.com])
09/26/22 15:01:45 [46E5C942D0144F6BAAF210AF6DD40EEE.MAI] Addressing message to group member ([SMTP:recipient3@example.com])
09/26/22 15:01:45 [46E5C942D0144F6BAAF210AF6DD40EEE.MAI] Dispatched message to group member block as [E932CDF8F2994082B16BC3D5C8C8FD06.MAI]

The message being sent is the E932CDF8F2994082B16BC3D5C8C8FD06.MAI one. You can then check in the MTA Debug log for how this is routed:

09/26/22 15:01:45 ME-MTA-INFO : Routing message (E932CDF8F2994082B16BC3D5C8C8FD06.MAI) from (SF) to 3 recipient(s).
09/26/22 15:01:45 ME-MTA-ROUTE [E932CDF8F2994082B16BC3D5C8C8FD06.MAI] from [SF] Connector queued to [SF] Connector as [A727DC8755314F56A6F11AD93E86DC54.MAI]

If the message is being split up, for example if some of the recipients are remote, you would see it create any message duplicates needed. Otherwise you can then see in the postoffice debug log again delivering the email:

09/26/22 15:01:45 [A727DC8755314F56A6F11AD93E86DC54.MAI] Delivered message from [SMTP:sender@example.com] to PO=example.com MBX=recipient1 FLD=\Inbox
09/26/22 15:01:45 [A727DC8755314F56A6F11AD93E86DC54.MAI] Delivered message from [SMTP:sender@example.com] to PO=example.com MBX=recipient2 FLD=\Inbox
09/26/22 15:01:45 [A727DC8755314F56A6F11AD93E86DC54.MAI] Delivered message from [SMTP:sender@example.com] to PO=example.com MBX=recipient3 FLD=\Inbox

So make sure initially it indicates it is sending to all members of the group. Then you should be able to use the MTA logs to see where it moved the message to. It may be because the filename is changing that you don't see how it matches.

R4LRetro
Posts: 36
Joined: Wed Mar 25, 2020 1:32 pm

Re: Re-directed mail does not hit all recipients

Post by R4LRetro »

Sorry for the extremely late reply. I will check the postoffice logs next time this issue comes up.

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