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e-mail went to blackhole?

Answered
Andrea Gunawan

Hi, I have some strange problem I had that someone send email to my domain but only one person doesn't receive from the sender (multiple email from sender carbon copied to some email to my domain).

What have I done:

  •  Check for spam folder
  • already whitelist the sender
  • check the email address written by the sender
  • check the on Track Delivery (sender doesn't listed only on 1 email, other email received it and listed in track delivery).

What could possibly be wrong? That the sender SMTP somehow block only 1 email from my domain?

Please advise, since I'm at wits end with this one.

Comments

3 comments

Date Votes
  • William Del Piero cPanel Staff

    Hi,

     

    If the Track Delivery report does not show the information about the missing email, it's possible that the email was not delivered to the server which indicates an issue on the sender's end. As such, it might be necessary to have access to the Exim logs from the sender's server to troubleshoot the issue. For reference:

     

    Where are the Exim logs?

     

    Did the sender receive a bounceback message regarding the email that wasn't delivered? If not, I'd suggest reach out to the administrators of the sender's mail server to see if they can provide the relevant email logs to verify that the missing email was able to send from their server successfully.

    1
  • Andrea Gunawan

    Hi, thanks for the reply.

    I just check with the sender and they replied with this:

    indeed our mail has no been received by you but it is the problem of your inbox , not our system! Please check on your side . This is a confirmation of our IT department

    What should I say for them to really check their send logs?

    Thanks.

    0
  • cPRex Jurassic Moderator

    Thanks for the additional details.  When checking the Exim log on your server you should be able to find the specific email delivery message, showing that your server handled things properly.  Here is what a successful delivery log looks like inside /var/log/exim_mainlog - I'm sending from my WebPros account to a test account on my personal server here:

    2025-03-17 09:44:43 1tuAlm-00000000QHR-3IYq H=mail-mw2nam12on2136.outbound.protection.outlook.com (NAM12-MW2-obe.outbound.protection.outlook.com) [40.107.244.136]:28993 Warning: "SpamAssassin as username detected message as NOT spam (-0.2)"
    2025-03-17 09:44:43 1tuAlm-00000000QHR-3IYq <= rex.hatt@webpros.com H=mail-mw2nam12on2136.outbound.protection.outlook.com (NAM12-MW2-obe.outbound.protection.outlook.com) [40.107.244.136]:28993 P=esmtps X=TLS1.3:TLS_AES_256_GCM_SHA384:256 CV=no S=13402 id=CH3PR14MB6395F7EF5270A6A3E2F610E593DF2@CH3PR14MB6395.namprd14.prod.outlook.com T="Test Message" for cptest@domain.com
    2025-03-17 09:44:43 cwd=/var/spool/exim 3 args: /usr/sbin/exim -Mc 1tuAlm-00000000QHR-3IYq
    2025-03-17 09:44:43 1tuAlm-00000000QHR-3IYq => cptest <cptest@domain.com> R=virtual_user T=dovecot_virtual_delivery C="250 2.0.0 <cptest@domain.com> 2KUQF0sn2GfmiQEAxedwlg Saved"
    2025-03-17 09:44:43 1tuAlm-00000000QHR-3IYq Completed

     

    1

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