My emails are not being received by recipients but marked as 'sent'

Discussion in 'Help Desk' started by Ang15, Sep 1, 2015.

  1. Ang15

    Ang15 New Email

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    I have a apple computer and a lot of emails I am sending are not getting through to recipients, even people I never had problems with and seemingly at random.
    I have 3 different email accounts, bigpond, gmail and iCloud and it is happening with all of them, even my daughter is having the same issues and she has a different laptop and email address.
    I am getting no bounce back or error message so no way of knowing what is getting received and what is not.

    I have noticed that sometimes when I start a brand new email message, it works more but not always.

    My ISP is insisting it isn't them as they have looked at the logs and it looks to be received by the recipient but they don't receive it.

    This is happening also when I go through webmail.

    I have tried everything through troubleshooting with apple, my ISP and I know from searching your forums there have been others reporting similar issues so am hoping that that you may have more insight.

    This is my business email so any help very appreciated!

    *this started approximately 3 months ago
     


  2. popowich

    popowich EQ Forum Admin Staff Member

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    If your ISP has delivery logs they should be able to give you a copy and they should also be able to open a ticket with the destination asking what happened to the emails that were accepted for delivery.
     

  3. Ang15

    Ang15 New Email

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    They said they are unable to do this... I also contacted the recipient's ISP and they said they are unable to discuss their clients account details (they couldn't even let me know if they had received my emails or if they went in spam)
     
  4. popowich

    popowich EQ Forum Admin Staff Member

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    What are the domain names of a From: and To: that's missing? For example From @something.rr.com to @hotmail.com ?

    It doesn't make sense that your ISP is unable to show you logs.

    Request for logs:

    The ISP can't insist it't not them if they don't have the logs to show what happened to the email.
     
  5. Ang15

    Ang15 New Email

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    Firstly, thank you for taking the time to look at my question and patience for my basic understanding of computers.

    My ISP is telstra, in Australia we have notoriously bad internet.. e.g. I keep lodging a complaint for them to check servers, they say they will and call back to review... they never do and this goes on for days. You are also not allowed to speak to the same person more than once etc.. It is all really bad.

    When I talked to the guy about the mail logs, he said everything went through as fine and I asked if he could send them to me 10 days ago, he said he would, he never did and I was unable to re-establish contact.
     
  6. popowich

    popowich EQ Forum Admin Staff Member

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    Send a new email right now and if it doesn't get through call up Telstra, ask them to check today's logs, and keep them on the phone until you have a copy from them.

    Please feel free to reply with the logs you get here if needed and we can use it as part of a ticket with the next hop to trace the email if needed.

    Please also triple check the email is not going to the recipients Spam or some other folder.
     
  7. Ang15

    Ang15 New Email

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    I know for the person that reported not getting my email, it went to their spam - since updating yosemite 10.10.5 they have been able to get my emails, but other people haven't found the email in their spam or other folder at all and the problem has started again.

    It's midnight here at the moment, but will do as you suggested in the morning.
     
  8. popowich

    popowich EQ Forum Admin Staff Member

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    No need to open tickets for anyone where the email went to spam. They can update their whitelist or mail filters to fix that problem since the email is being received.

    Calling Telstra is needed to start the trace for an email that disappears.
     

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