Google Message Security Troubleshooting Guide - Manual (Page 62)

64 Message Security Troubleshooting Guide
The IP address will be listed in a line that begins with the word “Received:”.
There will probably be several lines that start with “Received:” so use the one
that is “from source” or from the sending server’s domain. For instance, if
you’re looking at a message sent by someone at
jumboinc.com , you might
see the following header:
Received: from source ([172.220.209.220]) by
exprod8mx216.postini.com ([64.18.7.10]) with SMTP;
Mon, 28 Jan 2008 10:48:00 PST
The IP address for jumboinc.com would then be 172.220.209.220 .
Interpret Error Messages
Once you have the error message the sender’s seeing, you can use this
information to find out what’s wrong and resolve the problem.
No error message
If the sender doesn’t get any error message at all, there are a few possible
causes:
• The sending server is blocked by Connection Manager. If this happens, find
the sender’s IP address and add a pass through. See Pass Throughs:
Preventing Attack Blocking.
• A Content Manager rule is blackholing the message. Check your Content
Manager rules in the Administration Console. See Create or Edit a Content
Manager Filter.
• An Attachment Manager rule is blackholing the message. Check your
Attachment Manager rules in the Administration Console. See Create / Edit
Attachment Manager Filters.
• The sending server is unable to send mail out. Ask the sender to troubleshoot
their outgoing mail to find out what’s happening.
Error messages from another source
First, check that the error message came from the message security service.
Error messages generated by the message security service will end with the text
“
-psmtp ”. If an error message doesn’t end with “ -psmtp” or uses a different format
than the error messages below, the message was generated by another server. If
this happens, there are two possibilities:
• The message was generated by the sender.
• The message was generated by your recipient servers. The message security
service passes any error it receives from your server back to the sending
server.
If you see a message from another source, verify whether the problem is
happening with the sender or the recipient, then contact the vendor or
administrator of that mail server.