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Random Isolated Emails are not Recieved

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Monthly we learn of emails that have been sent to an account but we have no record of reciept.  The sender did not recieve a bounceback.   Occassionally we see the email on our I-Phone but when we try to read it in Outlook or Online-Office365, the email is not present, not in a deleted file, just missing.  I have a current example of an email the client resent to me, it clearly was sent correctly, just not recieved.
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  • Hi Jimmy,

    Before moving on, I would like to confirm the following information to troubleshoot this issue.

    1. Are the emails that could not send out to you from same person or same domain/organization?

    2. If from the sender's view, the messages have send out successfully without any error or non-delivery report?

    3. Does this issue only happen to one account? Could other accounts receive messages sent from this user?

    4. When the user tried to re-send the message to you, will you receive it?

    Generally, when someone claims to send you an email and you could not receive it, please refer to the link below for how to troubleshoot it:

    Where is the message that someone claims to have sent me?

    Anna Guo

  • 1. The emails appear to send out, we just don't recieve them.  THey are from differing Domains and also from individual accounts.  It also occurs in all of our Domains.  We have several users that have experienced this infrequent and appartently random issue.

    2. Yes, the sender has a successful send and does not receive an error or non-delivery report.  The assumption is we have received the email.

    3. Most of the errors are with the domain    But it is also the only domain that we are likely to uncover the issue.  There have been examples in and but more rare.

    4. Yes, we receive a forward of the “bad” email, but I don't know how to forward teh example to you.

    NOTE:     3 of these companies employ IT talent.  I will forward an email example.   The trace documents typically show the email as delivered.  The sender does not receive a delayed error message.   The IT group for Major Corporations typically do not research such errors on the behalf of a vendor, but we have researched 3 and all show as delivered    The issue is random.   We have not been able to determine a set of common examples that would point to an issue.    We have failed to receive emails from   from  from   from  from  from

  • Hi Jimmy,

    Thanks for your update.

    Based on the current situation, we’d like you can check the delivery report (and run the Message Trace tool in FOPE) by referring to the link in Anna’s initial posting. In addition, please post the issue related reports in the forum, so that we can do further research on this issue.

    Best Regards,
    Evan Zhang

  • Hi Jimmy,

    How are things going?

    If you have any other questions or concerns, please do not hesitate to contact us. It is always our pleasure to be of assistance.

    Anna Guo