Tracking and Tracing Email Delivery

Document created by user.oxriBaJeN4 Employee on Sep 14, 2015Last modified by user.oxriBaJeN4 Employee on Jun 18, 2018
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Our Track and Trace functionality allows Administrators to search across multiple viewers and queues using specific message information. The results provide information on a message's processing, as well as its current state (e.g. if it was subjected to greylisting, but subsequently accepted and archived). This is useful when an end user either inquires why a message didn't arrive at its destination, or was delayed (either inbound or outbound). The following viewers and queues are searched:

  • 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. Select the Administration toolbar menu item.
  3. Select the Gateway | Tracking menu item.
  4. Complete the dialog as required:

    Field / OptionDescription
    Message IDEnter a message's message ID. This is useful when looking for messages that 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 text from a message's subject. Wild card characters (* and ?) can be used, but not at the start of the text). Wild card characters only apply to messages in the archive.
    Route FilterSelect whether to search inbound, outbound, internal, or all messages.
    Date RangeSpecify a date range. Track and Trace can only search for messages in the last 30 days. Additionally rejections and connections only go back seven days.
  5. Select the Search button.


Search Results


Search results are displayed in descending date and time order, with connection attempts first, then rejections, and finally archive results. The columns provide the following information:



Displays one of the following message statuses:

AcceptedThe message has been accepted by us, but hasn't yet been archived.
RejectedThe message has been rejected.
HeldThe message has been held.
DeferredThe message has attempted connection to us. It may have been delivered subsequently, and may appear in any of the other sections (accepted, archive, rejected, bounced).
ArchivedThe message is in the archive.
Pending DeliveryThe message is in the delivery queue pending delivery.
BouncedThe message has been accepted by us, but rejected by the recipient's server, or was unable to be delivered.
DateDisplays the date and time that the message was sent / received.
From AddressDisplays the from email address.
To AddressDisplays the to email address.

Displays additional information about the result. The messages's status determines what information is displayed:

StatusAdditional Information
AcceptedThe email's subject.
RejectedThe rejection reason.
HeldThe hold reason (policy name).
DeferredThe connection attempt.
ArchivedThe message's subject.
Pending DeliveryThe message's delivery status information.
BouncedThe bounce reason.
Clicking on a result displays additional message details. This is the same as would be displayed if the message was found in the relevant queue.
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