Troubleshooting Undelivered Messages
Posted by Carlos Rios on 15 November 2017 02:51 PM

If you have customers asking about undelivered messages, the Reports section of Reflexion Total Control is a great place to start.

Log in as a solution provider, click on the customer's name, click the arrow next to the "Reports" button at the top of the screen, then choose "All" under "Recent Messages" to see a list of all the messages that have been flowing through Reflexion. (To check the message flow for a particular user, click the customer's name, then the user's name first.)

In the "SMTP Result" column, you'll find information about whether each message was sent or received successfully, marked as spam, denied, deferred, or failed.

Click the SMTP result in any row to view a legend explaing what each result means.

Click anywhere else in a row (sender, recipient, subject, etc.) to view details about that particular message.

Under a message's Message Characteristics header, you'll see the reason it was sent, blocked, deferred, spam, or why it failed.

Common Reasons for Undelivered Messages

The RTC Common Errors section of our knowledgebase contains explanations and solutions to the most common errors you'll see when troubleshooting undelivered messages.

ERROR: This domain name does not match domain registered in the license key file (, allowed domains:,localhost, please change the product path to match the domain under Admin CP > Settings > General Settings
This product will not work properly unless untill that value is changed.

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