Email Failure Delivery

wishmi

Hi Team,

Would like to ask help on how will I resolve this issue with our Osticket. As there are times that when sending an email, we're receiving failure delivery where in fact, we were able to send successfully before to that email account. Then suddenly, it goes like this. And I confirmed to the intended recipient, he didn't received the email in his end.

Here's the error message.

This is the mail system at host relay.mailchannels.net. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to postmaster. If you do so, please include this problem report. You can delete your own text from the attached returned message. The mail system : host aspmx.l.google.com[74.125.20.27] said: 550-5.7.1 This message does not have authentication information or fails to pass 550-5.7.1 authentication checks. To best protect our users from spam, the 550-5.7.1 message has been blocked. Please visit 550-5.7.1 https://support.google.com/mail/answer/81126#authentication for more 550 5.7.1 information. q3si4624912plb.200 - gsmtp (in reply to end of DATA command)

ntozier

I'm blessed that the main system I use is only used by coworkers (staff).

That being said I have two other production sites that are used by people outside my employer. We ran into a similar problem with those systems. Our solution was two fold.

If you click on the provided link and scroll down to Step 3 there are ways to authenticate your email. We chose the route of publishing an SPF record. We also made sure that our DNS was correct (see IP guidelines in the same section).
If something like this this still happens we contact the user and ask them to white list us. then once we hear that they have we resend the reply.

Either way this is not something that you do in osTicket.

wishmi

Thanks ntozier for that detailed explanation. It helps and gives me idea. Cheers!

ntozier

Very welcome. ?