6 Replies Latest reply on Oct 15, 2014 4:04 PM by kwidhalm

    Email delayed by McAfee servers

    karoded

      We have generally been very happy with the McAfee SaaS (Mxlogic) email filtering.  However, we have one client that is a Hedge Fund and they receive very time-sensitive email notifications of market conditions.  Personally, I don't see email as a medium for time-sensitive notifications but there is nothing I can do about how they receive them.  The issue is that several times in the past year (including mid-august and yesterday) emails have been significantly delayed.  Looking at the headers it is clearly seen that they move quickly to McAfee servers and then hang for 20minutes to many hours before they are released to the client server.

       

      What I need to figure out is whether there is any way to proactively determine this is happening and if there is anything we can do to get them moved through faster.  Otherwise the client is going to make us move them to an on-premise solution and I would really rather not go there.

       

      TIA for any insights you may have

       

      Ken

        • 1. Re: Email delayed by McAfee servers
          frankm

          Anything in the message audit reports showing any failed attempts? Being that McAfee uses proxy-based, real-time filtering and not store-and-forward, which would tend to slow things down. I would look at the mail server connection logs and the mail header routing times, to actually see where the bottle neck is. Is archiving involved? In the mail server settings, are you using the actual IP or hostname? 

          • 2. Re: Email delayed by McAfee servers
            kwidhalm

            Hello Ken,

             

            We did experience and issue yesterday (10/02/2014) which caused delay in delivery of some messages.  This issue was reported via a Service Alert on our support site.  We would recommend checking service alerts regularly, as any widespread issue will be reported there.

             

            If you continue to experience issues, please contact your support service provider and open a service request so we can research the issue further.

             

            Karen Widhalm

            System Support Specialist

            SaaS Email and Web Security

            McAfee. Part of Intel Security.

            • 3. Re: Email delayed by McAfee servers
              frankm

              Karen,

              Why is there no push reporting of outages from McAfee? Why should we have to keep checking the Service Alerts? McAfee has other mailing lists and service alerts, yet nothing for Email et al SaaS issues?

              • 4. Re: Email delayed by McAfee servers
                kwidhalm

                Hello Frank,

                 

                At this time, all notifications for outages are done via service alert.  I will certainly raise your concerns with my management team in hopes that we can develop a "push" notification system for the future.

                 

                Thank you for sharing your concerns and suggestions!

                 

                Karen Widhalm

                System Support Specialist

                SaaS Email and Web Security

                McAfee. Part of Intel Security.

                • 5. Re: Email delayed by McAfee servers
                  karoded

                  +1 to frankm's comment.....it seems if you are sending alerts, allowing people to subscribe to be proactively notified would be a no-brainer.  I really can't check service alerts manually every 5-10 minutes to make sure this client is not experiencing delays as I already have a job :-/

                  • 6. Re: Email delayed by McAfee servers
                    kwidhalm

                    I have good news, Frank!  We are in the process of developing an option for push notifications when service alerts are posted.  At this time we do not have a definite ETA, but best guess is this feature will be introduced in late Q4 2014.  Stay tuned for more information!

                     

                    Regards,

                     

                    Karen Widhalm

                    System Support Specialist

                    SaaS Email and Web Security

                    McAfee. Part of Intel Security.