One user's mail going into Junk folder

OYMSupport

• April 12, 2016 12:10

Hello. Here's the problem: I have one user whose incoming e-mails are delivered to his Junk folder. He uses IMAP and Squirrel Mail to access his mailbox. I have MailScanner installed, but spam scanning is turned off for their domain. No other users on the same domain are having this problem. I do not see any filter rules for this user or his domain. Please let me know where to look. Thank you! Mark

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  cPanelMichael

  • April 12, 2016 18:24

  Hello :) Could you search for one of the messages that was delivered to the "Junk" folder in /var/log/exim_mainlog? EX:
  exigrep user@domain /var/log/exim_mainlog
  Let us know the output for one of these messages. Thank you.

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  OYMSupport

  • April 12, 2016 21:14

  This is one message that landed in "Junk".
  2016-04-12 16:12:12 1aq5bY-0002Q6-60 <= mark.mullarky@example.com H=mail14.ess.barracuda.com [64.235.154.105]:40306 P=esmtps X=TLSv1.2:ECDHE-RSA-AES256-GCM-SHA384:256 CV=no S=13501 id=BLUPR20MB04680BD089D02DEB2A37EAFAF5950@BLUPR20MB0468.namprd20.prod.outlook.com T="TEST" for lcollins@domain.com 2016-04-12 16:12:14 1aq5bY-0002Q6-60 => lcollins R=virtual_user T=virtual_userdelivery 2016-04-12 16:12:14 1aq5bY-0002Q6-60 Completed
  

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  cPanelMichael

  • April 13, 2016 18:10

  I don't see anything in the log that suggests the message was detected by SPAM or filtered by Exim. Is the issue reproducable with other email clients or with another webmail application? Thank you.

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  sparek-3

  • July 13, 2016 14:29

  Here's the problem: I have one user whose incoming e-mails are delivered to his Junk folder.

  
  I don't suppose a solution to this was ever found? I've got a user experiencing the exact same thing and I cannot for the life of me figure out why.

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  cPanelMichael

  • July 13, 2016 16:40

  Hello, Could you check if BoxTrapper is enabled for that account? It's documented at: BoxTrapper - Documentation - cPanel Documentation Thank you.

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  sparek-3

  • July 14, 2016 14:20

  Boxtrapper is not enabled on the server. The conclusion that I finally came to is that the user has an email client setup somewhere that is checking this email account (probably with IMAP and Push, because it's almost instant) and has a filter set up to send messages that match this criteria to the Junk folder. I verified this by noticing that there are 2 different IPs that are logging into the account via IMAP. When I firewall off one of those IPs, and send a message the message stays in the main INBOX on the account. When I re-enable access to that IP address, give it a few minutes, the message is then sent into Junk. Without the IP address firewalled off, when I send a message to the email account the message is almost immediately sent to the Junk folder.

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  cPanelMichael

  • July 14, 2016 14:25

  Hello, I'm happy to see you were able to determine the cause of the issue. Thank you for updating us with the outcome.

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