Google Message Security for Google Apps Administration Guide - Manual (Page 292)

292 Message Security for Google Apps Administration Guide
Troubleshoot Incoming Email Delivery
A mail delivery emergency is when some or all of your users are receiving no
email. This is typically due to one of the following root causes:
• Incorrect configuration of the message security service.
• MX records configured incorrectly.
• Connectivity problems.
If you have problems sending or receiving certain types of messages—for
example, if messages are unexpectedly quarantined or bounced—the issue may
be a result of filter settings rather than mail delivery. In this case, message
headers can help determine the reason. See “ Interpreting Header Fields” on
page 401 for more information.
Troubleshooting Instructions
Follow these step-by-step troubleshooting instructions before contacting support
for assistance. This procedure should take approximately 15 minutes.
Try these steps in order. If a step doesn’t resolve the issue, move on to the next
step.
• Was the message quarantined by the Attachment Manager or Content
Manager?
If a message was not delivered, check to see if it was quarantined by
Attachment Manager or Content Manager in the user or administrator
quarantine. Also, send a test message from an account that’s in the Approved
Senders list to verify that messages are not quarantined by improperly
configured Attachment Manager or Content Manager filters.
Action: If your mail delivery problem is limited to certain types of messages or
from specific users, see “Troubleshoot False Positives” on page 182.
• Are the MX records for the domain set up correctly?
Priority of psmtp MX records
must be higher than Customer
MX records
Change your DNS MX entries for the
domain so that the message service
entries are higher than the entries
which route to your mail server.
Error Next Steps