Execulink’s Email Protection service has the following key features:
In order for the Email Protection service to function properly, the following elements are all required:
1. The service must initially be provisioned by Execulink for the specific domain.
- Part of this provisioning process requires the end user to provide Execulink with the IP address and/or hostname of the mail server which is hosting their domain’s email.
2.All email addresses for a protected domain must be provisioned on the end user mail server.
3. End user routers/firewalls must be configured to allow incoming SMTP (TCP port 25) traffic from the following IP address range:
- 184.108.40.206 – 220.127.116.11 (18.104.22.168/24)
4. The MX record for the domain must be pointed to mailrouter1.execulink.com
The Email Protection service has a number of customizable message delivery settings for dealing with spam and/or viral e-mails. These settings are applied at the domain level, so all mailboxes for a particular domain will inherit the same values. There is no option to customize these settings on a per-mailbox basis.
Before we can describe the various delivery thresholds for spam messages, it is imperative to understand what a Spam Score is, as the delivery thresholds rely upon that metric extensively.
Here are the delivery thresholds which rely upon this Spam Score:
The final component of the spam delivery settings is the SpamCop Blocking List.
There are three options available to deal with messages that been been determined by the Email Protection system to be viral:
Any changes to the Email Protection service, whether it’s to update the IP/hostname of the end user mail server or merely to tweak some of the message delivery settings, can only be done by Execulink. If changes are required to any of the settings, a valid administrator for the account should get in touch with either our Technical Support team or our Account Support team. They will be able to send the request on to the appropriate department for completion.
Detailed below are a number of possible issues that could arise with the Email Protection service, the probable causes of those issues, and suggested steps to resolve them.
For almost all cases, if you need to escalate an issue to Execulink’s Technical Support team for further
investigation, please be prepared to provide the following information:
If no emails are being received, the first distinction that needs to be made is whether the issue is impacting the entire domain, just one specific address at that domain, or only messages sent from a specific source. This is important diagnostic information, as each scenario tends to have very different underlying causes. Also, if none of the listed possible causes for a delivery issue seem likely, feel free to escalate the issue to our Technical Support team, but be prepared to provide the information detailed in the Information Required for Troubleshooting section above.
The inability to receive email for an entire domain will typically be caused by an issue with the domain’s registration or its DNS records, a misconfiguration with the Email Protection service, or a problem with the end user router/firewall or mail server. Each possible cause has its own elements that require verification.
If only one address for a domain is not receiving email, here are a couple of possible culprits:
If only one specific sender/source is unable to successfully send a message through to an address (or
addresses) at a protected domain, these are the likely culprits:
If incoming emails are taking an inordinate amount of time to finally reach their destination, here are some possible causes that would require further investigation:
Having specific details for a delayed email, as outlined in the Information Required for Troubleshooting
section, helps to speed any investigation.
If messages that appear to be obvious spam seem to be eluding the spam filters:
If messages are being tagged or blocked that shouldn’t be considered spam: