Email campaigns are a powerful tool for marketing and communication. However, issues can arise when messages are not delivered as expected. This document aims to provide a detailed guide on how to troubleshoot delivery problems effectively.
When a message has not been delivered but shows as sent in the TouchBasePro interface, there are a few steps you can take to identify and resolve the issue.
Step 1: Access the Subscriber Activity Report
Simply go to the subscriber activity report within the TouchBasePro interface. Hover over the info icon next to the undelivered message to obtain the message ID. This ID is crucial as it is the identifier that the remote server gave back to us.
Step 2: Message ID Trace
With this ID, you can go to your server and run a trace to find out what happened to the message. This process will vary depending on the type of server you are using. Below are detailed steps for different server types.
Office 365 Servers
For tracing messages on Office 365 servers, please follow these steps:
Gsuite Servers
For tracing messages on Gsuite servers, please follow these steps:
Local Exchange Servers
For tracing messages on local exchange servers, please follow these steps:
Posix Servers
For tracing messages on Posix servers, please follow these steps:
Incorrect Email Addresses
One of the most common reasons for email delivery failures is incorrect email addresses. Double-check the recipient list to ensure all addresses are valid.
Spam Filters
Emails may sometimes be blocked by spam filters. Ensure that your emails comply with anti-spam regulations and best practices to avoid being flagged.
Server Connectivity Issues
Problems with server connectivity can also lead to delivery failures. Check your server settings and network connectivity to ensure stable communication.
Configuration Errors
Incorrect server configurations can prevent emails from being delivered. Review your server settings and make necessary adjustments to fix configuration issues.
Regular Monitoring
Regularly monitor your email campaigns and server logs to catch any issues early. This proactive approach can help in preventing larger problems.
Maintaining Clean Lists
Keep your email lists clean and updated to reduce the chances of delivery failures due to invalid addresses.
Ensuring Compliance
Ensure that your emails comply with relevant regulations and best practices, including proper authentication (SPF, DKIM, DMARC) to improve deliverability.
Troubleshooting email delivery problems can be complex, but with the right tools and procedures, you can identify and resolve issues effectively. By following the steps outlined in this guide and regularly monitoring your campaigns, you can ensure successful email delivery and improve your campaign performance.
To assist further in troubleshooting email delivery issues, it is crucial to understand SMTP response codes which provide valuable insights into the status of email transmissions. Below is a table outlining various SMTP response codes and their meanings:
Code | Meaning |
200 | Nonstandard success response. |
211 | System status, or system help reply. |
214 | Help message. |
220 | Service ready. |
221 | Service closing transmission channel. |
250 | Requested mail action okay, completed. |
251 | User not local; will forward to <forward-path>.</forward-path> |
252 | Cannot VRFY user, but will accept message and attempt delivery. |
354 | Start mail input; end with <crlf>.<crlf>.</crlf></crlf> |
421 | Service not available, closing transmission channel. |
450 | Requested mail action not taken: mailbox unavailable. |
451 | Requested action aborted: local error in processing. |
452 | Requested action not taken: insufficient system storage. |
500 | Syntax error, command unrecognized. |
501 | Syntax error in parameters or arguments. |
502 | Command not implemented. |
503 | Bad sequence of commands. |
504 | Command parameter not implemented. |
550 | Requested action not taken: mailbox unavailable. |
551 | User not local; please try <forward-path>.</forward-path> |
552 | Requested mail action aborted: exceeded storage allocation. |
553 | Requested action not taken: mailbox name not allowed. |
554 | Transaction failed. |