Tracking and Tracing Email Delivery

Document created by user.oxriBaJeN4 Employee on Sep 14, 2015Last modified by user.oxriBaJeN4 Employee on Dec 18, 2017
Version 6Show Document
  • View in full screen mode

Administrators can track and troubleshoot email delivery. Normally this is required when an end user inquires why a message:

  • Didn't arrive at its destination.
  • Was delayed (either inbound or outbound).


Using the Track and Trace functionality in the Administration Console, administrators can search across multiple viewers and queues from a single place using specific message information. The results provide information regarding the processing of the email, as well as its current state. For example, if an email was initially subjected to greylisting but subsequently accepted and archived, the results will show all the applicable entries for this message.


The following viewers and queues are included in the search process:

  • Connection Attempts
  • Bounce Viewer
  • Rejection Viewer
  • Delivery Queue
  • Hold Review Queue
  • Active Messages
  • Email Archive


Searching for a Message


To search for a message:

  1. Log on to the Administration Console.
  2. Click on the Administration toolbar button. A menu drop down is displayed.
  3. Click on the Gateway | Tracking menu item. The Track and Trace Options dialog is displayed.
  4. Complete the required fields as described below:
    Field / OptionDescription
    Message IDEntering a message ID attempts to match the message ID of items in the queues searched. This is useful when searching for emails that would either exist in Accepted Emails or the Archive.
    From AddressEnter a sender's email address or domain.
    To Address

    Enter a recipient's email address or domain.

    Search Subject TextEnter some text that appears in the subject of the message you want to display.
    Wild card characters (* and ?) can be used, but not at the beginning of the text string. The use of wild card characters only apply to messages in an archived state.
    Route FilterSelect which of the following routes the search will be performed on:
    • All Routes
    • Inbound Emails
    • Outbound Emails
    • Internal Emails
    Date RangeSpecify a specific date range for the search.
    Track and Trace can only search for emails in the last 30 days, and results from rejections and connections only go back seven days.
  5. Click the Search button to perform the search.


Track & Trace Results


The Track and Trace results are displayed in descending date and time order, with results from Connection Attempts first, then Rejections, and finally the Archive results displayed last. The columns provide the following information:


Displays one of the following message statuses:

AcceptedMessages that are in Accepted Email, and not yet in the Archive. These messages have been accepted by Mimecast.
RejectedMessages that have been rejected.
HeldMessages that have been held.
DeferredMessages that have attempted connection to Mimecast. The message may have been delivered subsequently, and may appear in any of the other sections (Accepted, Archive, Rejected, Bounced).
ArchivedMessages that have been moved to the Archive.
Pending DeliveryMessages pending delivery that are currently in the Delivery Queue.
BouncedMessages that have been accepted by Mimecast, but were rejected by the recipient's server, or were unable to be delivered.
DateDisplays the date and time that the email was sent / received.
From AddressDisplays the from email address.
To AddressDisplays the to email address.
InfoThis provides additional information about the result. The status of the email will determine what information is displayed as follows:
StatusAdditional Information
AcceptedThe email's subject.
RejectedThe rejection reason.
HeldThe hold reason (policy name).
DeferredThe connection attempt.
ArchivedThe email's subject.
Pending DeliveryThe email's delivery status information.
BouncedThe bounce reason.
Clicking any of the results displays additional details regarding the message. The details page is the same as would be displayed if the message was found in the relevant queue.
6 people found this helpful