Knowledgebase
Inbound Email: Not receiving emails from particular senders or sending domains.
Posted by on 01 July 2014 10:29 AM
Inbound Email: Not receiving emails from particular senders or sending domains.

If Proofpoint Essentials users are unable to receive email from certain email addresses, it is most likely an issue with the sending mail server. However there are a few possible areas where this may be a configuration issue on  the Proofpoint Essentials platform:

  1. There may be a rule in the ‘Filters’ section quarantining emails from that address or domain.

    To view Company filters:
    1. Log in to the Proofpoint Essentials user interface
    2. Type the customer name into the search bar (top header)
    3. Click on Company Settings
    4. Click on Filters

  2. There is a 3rd party MX Record pushing some email towards another mail server.

  3. The sending server IPs may be blacklisted. We mainly utilize Proofpoint Dynamic Reputation (PDR) service for connection level validation, but also take in other feeds along with PDR. You can verify if an IP is being blocked by PDR here: http://www.proofpoint.com/support/ip-lookups.php.

 

If further assistance is required, please contact support with as much details as possible i.e.

  • Non Delivery Report (NDR)
  • Sending Server IP address
  • Sender's email address
  • Time and date the email was sent
  • Also note that if an email is bounced the bounce error will also provide details as to why it was bounced which may help identify the cause

ERROR: This domain name does not match domain registered in the license key file (cms.orlinpilot.com), allowed domains: support.excelmicro.com,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.

For more information please contact Kayako support at https://my.kayako.com