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48. Troubleshooting mail - what can I do and whom do I ask?

The main mailservers at Uppsala University are taken care of by IT-division. The main spamfilter is taken care of by SUNET.

Please note that the anti-spam filter will put mail that has been classified as mail into the Skräppost / Junkmail folder automatically. Please check there if you are missing mail!

To troubleshoot mail you are missing you need the following information:

  1. Sender of mail
  2. Receiver of mail
  3. Subject
  4. Date and time

Send the request to the postmasters at Uppsala University who can be reached at helpdesk@uu.se.

If you have recieved the mail but still have questions where it was kept up you can open the mail headers and look at the ones beginning with received:. A mail only sent internally in the Exchange server at the university does not contain any such lines.

This can be found in Thunderbird by pressing CTRL-U. For Outlook 2013/2016: Open the message in its own window, On the File tab, select Properties and the header information should appear in the Internet headers box.

In the example below it looks like the mail was delayed 17 minutes in e-mailfilter04.sunet.se but it does not explain the reason - could the next receiver lyra.its.uu.se not receive the mail at that moment or were there queues internally in the e-mailfilter04.sunet.se? To investigate such things further the postmasters have to look at for example queue lengths or other logs for the mail servers.


Received: from lyra.its.uu.se (130.238.7.73) by smtp.user.uu.se (130.238.3.118) with Microsoft SMTP Server (TLS) id 14.3.319.2; Wed, 2 Nov 2016 11:47:01 +0100 Received: from e-mailfilter04.sunet.se (e-mailfilter04.sunet.se [192.36.171.204]) (using TLSv1 with cipher DHE-RSA-AES256-SHA (256/256 bits)) (No client certificate requested) by lyra.its.uu.se (Postfix) with ESMTPS id C869F3942E for <jerker.nyberg@bmc.uu.se>; Wed, 2 Nov 2016 11:47:01 +0100 (CET) Received: from cursor.its.uu.se (smtp-out2.uu.se [130.238.7.173]) by e-mailfilter04.sunet.se (8.14.4/8.14.4/Debian-4+deb7u1) with ESMTP id uA2AUbDF008508 (version=TLSv1/SSLv3 cipher=ECDHE-RSA-AES256-GCM-SHA384 bits=256 verify=NO) for <jerker.nyberg@bmc.uu.se>; Wed, 2 Nov 2016 11:30:38 +0100 Received: from e-mailfilter02.sunet.se (e-mailfilter02.sunet.se [192.36.171.202]) by cursor.its.uu.se (Postfix) with ESMTP id C46F11D60 for <jerker.nyberg@bmc.uu.se>; Wed, 2 Nov 2016 11:30:36 +0100 (CET) DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=uu.se; s=centralsmtp; t=1478082636;bh=81SVPu1qJne0nNt3g29NneVtKglBV287biptFjHv6vs=;h=To:Subject:Date:From;b=YZ4xC5F4ISHQEggiwaTS1BJUH5MZ24o2ayd1o/bTadGliYtIveL/nj/kXkq4Ju5/MUsx5NkpjcY+hADrrESdBa2K75+LxUs2ORvv2O3koq7lk7n0YS/D2ZYCGFVqarvLlFYiA6kmrBRO4HTVKoN60GnDW6ef2l5JHS6HJsqaot0= Received: from velox.its.uu.se (velox.its.uu.se [130.238.7.74]) by e-mailfilter02.sunet.se (8.14.4/8.14.4/Debian-4+deb7u1) with ESMTP id uA2AUaGA005478 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NO) for <jerker.nyberg@bmc.uu.se>; Wed, 2 Nov 2016 11:30:36 +0100 Received: from localhost (nimos.rudbeck.uu.se [130.238.63.61]) by velox.its.uu.se (Postfix) with ESMTP id E6AA634651 for <jerker.nyberg@bmc.uu.se>; Wed, 2 Nov 2016 11:30:35 +0100 (CET)

This entry mail.troubleshooting was last modified 2018-06-04

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