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[Mart]

I have a problem receiving email on some email accounts and from some senders and I have no idea where to look for the cause.

One of the senders that is giving problems is wetransfer.com.

I want to send a file from wetransfer to [email protected] on my server. Although Wetransfer indicates that the email has been sent successfully, nothing arrives at the email address. [email protected].
I then create the email address [email protected] on the server and try again. The email from wetransfer arrives.
I create a forwarder: [email protected] refers to [email protected] and [email protected]. The email from Wetransfer then arrives at [email protected] and [email protected]

So if I send an email directly via WeTransfer to [email protected], it does not arrive. If I use a different email address or a forwarder from the same domain, it does arrive.
I have Rspamd installed on the server and in the History log is nothing about sending from wetransfer to the info email address. In the log is only the sending to info2 and info3 logged and it has a good score: 0.99/15
It will be be rejected at a score of 15 and the score is 0.99.
Does anyone have an idea how this can happen and what I can do to solve this?

 

[Richard G]

Does anyone have an idea how this can happen and what I can do to solve this?

This can have various reasons.
First of all, visit mail-tester.com and follow the instructions there and see which score you get. This is for incoming mail but also shows important settings. Use the [email protected] you're having troubles with.
For some reason indeed direct communication to [email protected] is not possible. So we have to investigate why not as others work.

As for the outgoing mail, check your exim logfile and see what it says there.

If you delete the [email protected] (if possible, make backups of mail if you use imap) and create it again, does the issue persist?

 

[Mart]

My reply is not posted, I see the note: 'This message is awaiting moderator approval, and is invisible to normal visitors.' But after 24 hours it is still not approved.

Mailtester score is 10/10

In /var/log/maillog is nothing about sending from wetransfer to the info email address. In the log is only the sending to info2 and info3 logged. For the inof mailaccount there is nothing in the log from the wetransfer email. It seems like the mail isn't even reaching the server. Or are I'm looking in the wrong log?

I tried your third suggestion. I deleted the info@ email account and then I created the mailaccount again. Unfortunately, the issue still persist.
I don't know how to solve this and the problem is bigger than only wetransfer. My client says that more mail does not arrive, for example, emails from organizations in which you have to confirm your registration.. The problem is there since about 2 months.
And if using another email address than the info, it works. Isn't that a mystery?

Greetings,
Martin

 

[Richard G]

Or are I'm looking in the wrong log?

Yes. I wrote Exim logfile. The exim logfiles are in the /var/log/exim directory. Especially the mainlog and rejectlog can provide information about what is going on when Wetransfer tries to connecto to your mailserver.
If you can't find it that quickly, you can also tail the mainlog and then try to use Wetransfer and keep an eye on the log to see whats going on.

And if using another email address than the info, it works. Isn't that a mystery?

Yes that's kind of strange. Which I thought mail creation might have done something, which is why I suggested (if possible) to remove and then re-create that info account, ofcourse backup mail for that account first.

As for the waiting for approval, yes unfortunately due to the vast number of spammers trying to abuse the system, it's necessary, but it's also weekend and then businesses are closed so it can take longer to get your post approve.
After a certain amount of posts, the approval is not necessary anymore and waiting is over.

 

[Mart]

Oh, then I misunderstood. I have now looked in the correct log file

First I sent a file via Wetransfer to the info@ email address of the customer. I then receive a confirmation from Wetransfer on my email address: IMG_x.jpg has been sent to info.
But as you know, info@ receives nothing.
I looked in the exim logs. In the exim main log and in the reject log there is no mention of it.

If I send the message to another email address, for example info2, then there is a mention in the exim main log.

I don't understand it at all.
And in the past the info@ email address worked fine for this customer. This is something from the last 2 months.

I thought your idea to delete the email account and then recreate it was brilliant and I had high expectations of it. But unfortunately it doesn't work either.

I don't really know what to do now, especially since the customer also indicates that other important mail is no longer received. For example, emails in which you have to confirm your registration. I don't see any mention of that in the exim logs either.

Is there anything else I can try to fix this?


Greetings, Martin

 

[Richard G]

I had high expectations of it. But unfortunately it doesn't work either.

I also had good expectations about this, especially because other mails of the same domain are working as designed.
If you don't see anything in the Exim logs about any connection from Wetransfer when trying the info domain, then there is not even a connection made and best is to test externally.

Is there anything else I can try to fix this?

Yes. You could give me the info address and domain name via pm if you want. Then I could try to send a mail from my mailserver to this address and then we both can look what is happening. And if no connection is attempted I can see in my logs why not.
Ofcouse it's just an offer for testing. If you rather look for other solutions, feel free to do so.

 

[Mart]

Thank you so much, Richard, that's great! I have send you a pm.

 

[Richard G]

You're welcome! I hope my suggestion in the pm will help fix the issue.

 

[johannes]

Isnt there something in SpamAssassin eventually blocked (info@..) ? The SA-config is also valid for RSpamd.

 

[Richard G]

It seemed not even a connection is made from WeTransfer and Zoom. I had an idea but after thinking about it again.... that should be fixed but if that was the cause (ipv6 ptr) then it wouldn't either work via the other mail addresses of the same domain, and that is working.
Also the info@ address can receive mails from a lot of other addresses.

So it might be a blockade in those 2 which are not sending out the mail for whatever reason.

 

[johannes]

CSF off?

 

[Mart]

CSF off?

But then it should be mentioned in the exim log?
And CSF does not block mail? (as fas as I know)
And why does it arrive at the other email address info2@ and not in info@ ?

The customer does not have a spam filter active, there is no message in the exim log when it is sent to info@.
If it is sent to info2@ it arrives and there is a message in the exim log.

I created a IPv6 PTR and will try again tomorrow.

 

[Richard G]

CSF off?

No can't be a csf issue imho as it only concerns incoming mail from 2 domains.

If nothing is in the rejectlog either, then most likely it looks like an email address blockade. Never seen it like that before tho where it's only email address and not email domain which they mostly use.

 

[Ohm J]

If you really want to debug this issued. try using public email provider like hotmail gmail ..etc... sending to your "info@"

 

[Mart]

I tried again and the problem persists. info2@ receives the email and info@ doesn't. And the exim main log only mentions info2. In the exim reject log is no mention about info@ related to Wetransfer.
Zoom has not yet been retested.

If nothing is in the rejectlog either, then most likely it looks like an email address blockade.

I have created a ticket with Wetransfer. Hopefully that provides clarity.
Thanks for your thoughts!
Greetings, Martin

 

[Mart]

I have received a response from Wetransfer:

Our transfer email could not be delivered to the recipient because their email address was on the bounce list of our email delivery service. That explains why they didn't receive the confirmation emails.

I have removed the recipient's email address from our bounce list and they should technically be able to receive our emails again. However, to prevent our emails from getting bounced again, they should definitely try these suggestions:

• keep their inbox from getting full
• add our email address [email protected] to their trusted contacts.
• ask their system administrator to make sure their out-of-office reply is not set to be a bounce message from their mail server

And now it works

I asked my customer if she could indicate the cause of the blockage based on this. She says that for a while her email box was full.

This caused messages to bounce and apparently this could lead to the email address being included on a bounce list. This is probably also the case with Zoom. I will contact them too.