Nov 19, 2013 1:46 PM
We have sent email to email@example.com, but we are not getting a response. A redacted version of our email appears below. We are quite anxoius to get this rectified as our customers businesses are being impacted.
We have already viewed the self help artocles on your site (such as https://support.mcafeesaas.com/MCAFEE/_cs/AnswerDetail.aspx?sSessionID=&aid=155) We take the deliverability of our mail very seriously and we. We also take our IP reputation maintenence seriously. If there is anything we need to do to get delisted on your service please advise.
We are a Toronto, Ontario, Canada hosting and email provider. We recently started receiving customer complaints over bounced email messages. The common denominator in all of the bounces is a 554 Denied error from a mxlogic.net server.
According to your http://trustedsource.org/ website tool our IP address (18.104.22.168) has a good reputation/minimal risk:
We are not on any other blacklists.
We take our IP reputation very seriously and have never tolerated UCE or spam of any kind. We don't allow customers to send bulk email. We work with them, where there is a need, on using services such as MailChimp or Constant Contact.
An example of one of the bounce messages is included below. It also shows the entire email content. I have also included the transaction log from our mail server for this piece of mail.
Can you please tell us why our customers emails are being blocked? This started about a week ago. We are getting dozens of these complaints daily.
Bounce Message and email content
From: System Administrator [mailto:System Administrator]
Sent: Thursday, November 07, 2013 2:08 PM
Subject: Delivery Failure
Could not deliver message to the following recipient(s):
Failed Recipient: xxxxxxxxxxx
Reason: Remote host said: 554 Denied [CS]
[803fb725.0.5380132.00-2030.8103616.p02c12m005.mxlogic.net] (Mode: normal)
-- The header and top 20 lines of the message follows --
Received: by mail.infologistix.net via HTTP;
Thu, 7 Nov 2013 15:07:13 -0500
From: "xxxxxxxx" <xxxxxxxxxxxxx>
Date: Thu, 7 Nov 2013 15:07:13 -0500
This is a multipart message in MIME format.
Email content removed
Server log excerpt
15:07:15  Delivery started for xxxxxxxxxxxx at 3:07:15 PM
15:07:30  Skipping spam checks: No local recipients
15:07:33  Sending remote mail for xxxxxxxxxxx
15:07:33  Initiating connection to 22.214.171.124
15:07:33  Connecting to 126.96.36.199:25 (Id: 1)
15:07:33  Binding to local IP 188.8.131.52:0 (Id: 1)
15:07:33  Connection to 184.108.40.206:25 from 220.127.116.11:2577 succeeded (Id: 1)
15:07:33  RSP: 220 p02c12m005.mxlogic.net ESMTP mxl_mta-7.2.2-0 [2aed10f5c940.5380132.00-2030]; Thu, 07 Nov 2013 13:07:36 -0700 (MST); NO UCE, INBOUND
15:07:33  CMD: EHLO mail.infologistix.net
15:07:33  RSP: 250-p02c12m005.mxlogic.net
15:07:33  RSP: 250-SIZE 0
15:07:33  RSP: 250-STARTTLS
15:07:33  RSP: 250-SUBMITTER
15:07:33  RSP: 250-8BITMIME
15:07:33  RSP: 250 PIPELINING
15:07:33  CMD: MAIL FROM:<xxxxxxxxxxx> SIZE=1250
15:07:33  RSP: 250 Sender Ok
15:07:33  CMD: RCPT TO:<xxxxxxxxxx>
15:07:33  RSP: 250 xxxxxxxxxxx ok (RCPTMode: normal/deferred)
15:07:33  CMD: DATA
15:07:34  RSP: 354 Start mail input; end with <CRLF>.<CRLF>
15:07:34  RSP: 554 Denied [CS] [803fb725.0.5380132.00-2030.8103616.p02c12m005.mxlogic.net] (Mode: normal)
15:07:34  CMD: QUIT
15:07:34  RSP: 221 p02c12m005.mxlogic.net Service closing transmission channel [5380132.00]
15:07:34  Bounce email written to 947609883069.eml
15:07:34  Delivery for xxxxxxxxxxx to xxxxxxxxxx has completed (Bounced)
15:07:36  Delivery finished for xxxxxxxxxxxxxxx at 3:07:36 PM [id:947609883065]
Message was edited by: infowan on 19/11/13 13:46:24 CST