Hotmail/MSN/Outlook Accounts not Receiving our emails

Discussion in 'Live Support Forum' started by pearljammer, Apr 21, 2015.

  1. pearljammer

    pearljammer Valued Member

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    Hi,
    I'm not sure where to go. We are a small company of three people and we are having issues with hotmail, Outlook or any microsoft account.
    All our customers with hotmail, outlook or any of these accounts are not receiving any emails from us.
    The strange thing is we don't receive any bounced message or error message. It goes out from our end, but they never receive it.
    I've checked the blacklists and other things and we appear to be fine.

    Can someone please shed some light as to I can do to resolve this ?

    your help will be most appreciated,

    Cheers.
     


  2. popowich

    popowich EQ Forum Admin Staff Member

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    Hello,

    Are you using the Hotmail / Outlook web sites for sending email?

    Try sending a test email to {removed for privacy}

    If I receive either or both I can help figure out the issue from there.

    Has there recently been any suspicious activity detected with your account?

    If you have not already, to help rule that out as a problem, turn on two step logins and change your password:

    How to turn on 2 step authentication (login verification) in Hotmail

    :welcome: to Email Questions!
     

    Last edited: Oct 6, 2015
  3. pearljammer

    pearljammer Valued Member

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    Hi Popowich

    Thanks for speedy response. I've just sent an email to your Gmail and Hotmail accounts.
    The emails will come from the company address.
    We are using our own domain email account to send out emails. Our customers on Hotmail or Outlook are not receiving any email we sent to them.

    Thanks for your help,
     
  4. popowich

    popowich EQ Forum Admin Staff Member

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    What is your company's domain name?

    I'll check the SPF records for it to make sure that's not the problem.

    Are you sending with a mail program on your computer or the Outlook web site?

    I did not receive the test emails yet.

    If we can't figure this out with forum posts are you OK will setting up a remote troubleshooting session to your computer using TeamViewer?

    Thank you, -Ray
     
  5. pearljammer

    pearljammer Valued Member

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    Hi Ray

    Thanks for your help.
    The company domain name is: rcpassociates.co.uk. Some of us are using Outlook 2010/2013. I sent a test email to your addresses using our webmail.

    Let me know if you need anything else.
     
  6. popowich

    popowich EQ Forum Admin Staff Member

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    Got it, you have your own mail server, not a business domain hosted with Microsoft services.

    What is the outgoing mail server setting in your Microsoft Outlook?

    That server will be the place to start checking the mail logs for problems.

    The sender score on your MX server looks good. If you're sending through there I see the amount of mail recently went up which can trigger rate limiting with some email providers, but that in itself should not get you blocked as spam:

    https://senderscore.org/lookup.php?lookup=37.128.130.65&validLookup=true

    It's not good that I'm not receiving at my Gmail either.

    It appears your mail server is running Linux. I can help support Linux and your MTA Exim:

    220-crimsaa1.miniserver.com ESMTP Exim 4.85

    Do you have an ssh login that I can use to help check your mail logs?
     
  7. pearljammer

    pearljammer Valued Member

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    Hi

    Sorry for the delay in getting back to you. I have cpanel details for the domain. I'm going to send these through my personal email address. Let me know if that helps.

    Thanks a lot for your support
     
  8. popowich

    popowich EQ Forum Admin Staff Member

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    No problem. Let me know when they are sent.

    :thanks:
     
  9. popowich

    popowich EQ Forum Admin Staff Member

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    I received the mail logs.

    They clearly show that the Microsoft servers are accepting the email.

    There is no sign of the email you sent me in my Inbox, Junk, or Trash folder.

    I'll help get a ticket opened with Microsoft and provide them the details so the issue can be troubleshooted from their end.

    I'll let you know the ticket number in private when it's submitted.
     
  10. pearljammer

    pearljammer Valued Member

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    Thanks Ray.
    You are right. I also noticed Gmail users are also not receiving any emails.
    I've just sent a test email to your gmail account.

    Thanks again for all your help.
     
  11. popowich

    popowich EQ Forum Admin Staff Member

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    I received the test to my Gmail account.
     
  12. pearljammer

    pearljammer Valued Member

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    Yes me too.
    phew .. .

    Thanks. We noticed its only Microsoft accounts for example; outlook.com, hotmail.com, live.com or msn.com

    Where do I find the link to open a ticket about these issues. I searched everywhere, couldn't find anything so I called Microsoft support but that was a waste of time.

    Cheers.
     
  13. popowich

    popowich EQ Forum Admin Staff Member

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    Can you send my Gmail an example complete message body that disappeared at the Microsoft servers?

    Don't worry about opening the ticket, I'm taking care of that part of it.
     
  14. pearljammer

    pearljammer Valued Member

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    I sent the first email to your outlook account and CC'd your gmail account.
    Could that be the reason you didn't receive the first email to your gmail ?
     
  15. popowich

    popowich EQ Forum Admin Staff Member

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    Gmail doesn't care if an outlook.com email address is copied on the same email.

    The ticket was submitted earlier to Microsoft and I should have a response within 24 hrs.
     
  16. popowich

    popowich EQ Forum Admin Staff Member

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    Hello,

    I received the response below. You should be all set. Please make sure that all email from your mail server continues to be good quality and email that the recipients want to receive.

    -Ray



    Conditionally mitigated

    37.128.130.65

    Our investigation has determined that there are no active blocks against these IP(s); however, some messages were filtered. We have confirmed that these IP(s) are eligible for conditional mitigation, but may be subject to low daily email limits until they have established a good reputation. Please note that this mitigation does not guarantee that your mail will be delivered to a user's inbox.
    Mitigation may take 24 - 48 hours to replicate completely throughout our system.
     
  17. pearljammer

    pearljammer Valued Member

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    Hi Ray

    I just tested this by sending an email to my hotmail account and I received it. i sent one to you as well.
    This is Great. I can't thank you enough.
    For future references how do we contact Microsoft about these issues ?

    Once again thanks for all your help.

    Best Wishes,

    Regards,
     
  18. popowich

    popowich EQ Forum Admin Staff Member

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    Hello,

    The form moves locations once in a while. It's currently located here.

    To avoid getting stuck a "first level customer service screening form responses loop" it's very important to provide very detailed and honest information and have a great sender score to back it up when contacting their postmaster / abuse teams.

    If you run into a future problem and need some help please let us know.

    :thanks:
     
  19. pearljammer

    pearljammer Valued Member

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    Hi Ray

    We seem to be having the same issue with Microsoft again. It worked for a couple of says and its back to the same situation where Microsoft users are not receiving our email in their inbox or Junk folder and we receive no error or bounce back message.
    I notice one of our computer was infected and was sending out a lot of spam. We have cleaned our machines and the outgoing and incoming spam is reduced drastically but the problem with Microsoft remains the same.

    Your valuable thoughts or solution will be most appreciated.
     
  20. pearljammer

    pearljammer Valued Member

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    I just checked the sender score and it has gone down to 16 from 89.
    quite worried.
     

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