Email Issues Checklist (4307025)

Time frames when Email issues tend to take place:

1. Upgrading the appliance to a new version.
2. Creating a new queue or duplicating an existing one.
3. Something changes in the environment.
4. Going from a Physical appliance to a Virtual appliance.

What information we need to gather and what areas we need to check/review while troubleshooting the issue with the customer:

1. What type of mail server is in use? (Office 365, Exchange Server <version>, Google Apps, etc)
2. When did the issue start?
3. Appliance Server version? Service Request number?
4. Did anything change in the environment within the last month or so? If so, even if the changes may not be relevant, what were they?
5. Is Mail routed through another host?
6. Is there any error messages and what is the error?
7. Is the appliance able to SEND email successfully?
8. Is the appliance able to RECEIVE email successfully?
9. What are the email settings the customer has under Queue Detail for the help desk in question?
10. Is it just one Help Desk not able to send/receive or is it all of them?
11. Do the Email server settings mimic what is found in their corresponding articles online? (Gmail | Office 365 | Exchange)
12. In order to send/receive email from any mail server, an MX Record must be configured properly in the DNS Server.  Please review the correct corresponding article on this subject - Office 365 | Exchange | Gmail .   Confirm these settings and document them in your activity.
    
    NOTE: If this is a Gmail account and it is new, please notice it can take up to 72 hours before it starts working.  If this is a new configuration, please review this from Google's Website. 
    NOTE: If this is a Gmail account and it is new, please verify an actual Enterprise account subscription with Google Apps is active. If you do not have a subscription based account, send/receive email will not work properly through the appliance.  A 30 day trial license can be acquired for testing.  Subscription Info
    
13. Try an email sending test from Settings | Support | Run Diagnostic Utilities .  What are the results?
14. Test incoming mail through Telnet. What are the results? Info can be found on how to do this at the bottom of article 111731
15. Gather the Email Configuration Report and review this report for clues and/or add it to a request for assistance from a support representative. Do you see any errors and what are those errors?