Strange problem with Emails and Vivomiles

[timbo343]

I didn't know where to put this as i'm not sure where the problem lies but we are having a slight issue between vivomiles (the no-reply email address) and our exchange server. I was wondering if someone might be able to look at this from an different angle and might be able to fathern out where the problem lies.

 

We have been using vivomiles since June 2011 and a problem has only just occurred to me as no one has been bothered to mention it.

 

Our Staff on vivomiles has been added to like with every system but the majority of staff were uploaded in June 2011. It would seem that anyone who was created previous to Oct 2011 doesn't get the weekly email or doesn't get the email if they request their user details but anyone post Oct 2011 does however they are still able to receive emails from users who work at vivomiles.

 

We have user1 who was created pre Oct11 and user2 who was created post Oct11. As an example lets say that user1 email address is user.1@ and user2 email address is user.2@. Both email addresses have no problems receiving general emails from outside the school from any domain so after a bit of testing i decided to add a second email address to user1's mailbox so that their second email address is 1user@ and made this email address their contact email address in vivomiles. Low and behold the new email address works but the original email doesn't. User2 on the other hand, their email address of user.2@ works without any problems.

 

Both myself and vivos are scratching our heads and wondering where the problem lies.

 

My worst thought is i may have to give all the users that don't work - about 75 members of staff - a secondary email address just so this will be able to work in the future.

 

I was wondering if anyone would be able to help me on this..

 

Thanks

[FN-GM]

Is the second email address using the same domain as the first?

[timbo343]

Yeah, its from the same domain and all the emails are on the same exchange server.

[FN-GM]

Weird, in that case I can't think of anything in Exchange that would cause this.

[timbo343]

Neither can i, which is why i'm really puzzled. We have GFI mailessentials on the server as our antispam but looking at the realtime logs i dont even see the emails come in to the pre oct 2011 users. I do see the emails going to the post OCt 2011 users though and we have vivomiles' domain whitelisted. I keep pointing the finger at vivo but deep down i have this awful feeling that it's us but nothing in exchange is configured to block vivos.

 

In vivos, if i was to add an email address that doesnt work (so user.1@) to a user account that i know that works.. so i would edit user2 and change their email address to user.1@ then the emailed details will not send.

 

It is as if the bulk of email addresses for our staff are on a block list which is linked to vivomiles but they (vivomiles) wont do anything about it. They say "Sadly, we can only record whether the email gets sent. Once it leaves us, we've no way of knowing if it gets to you. It really sounds like it's getting filtered somewhere, but how and why I have no idea?"

[FN-GM]

Can they do any trouble shooting to see if they get a bounce message? Do they actually have a log of it leaving there system.

[timbo343]

haha, ive asked them this back in December 2013 and here are their replies:

 

Reply:

No, we don’t keep (or even receive I think) bounce-backs from noreply. Mainly as it’ll clog up the server.

 

I asked them:

I’ve been looking at the headers from a test gmail account I used to test the vivo forgot login details to see what information I could get about this on going problem we’ve got. Fortunately an email arrived to this test gmail account and I was able to look through the headers. I see there is a line in the header Errors-To: bounce@vivo.... I was wondering if anyone could check the bounce mailbox to see if there are any errors/bounce backs relating to my domain so I can get to the bottom of this problem.

 

Reply:

They were able to confirm emails had been sent:

Subject sent date_sent email

VivoMiles Login Details YES 05/12/2013 12:24 $EmailAddress

VivoMiles Login Details YES 05/12/2013 12:20 $EmailAddress

 

I awaited their detailed response and this is what i got:

 

Below are some of the logs we’ve got showing that the emails have gone out. However I do notice that we use sendgrid.net to send these emails (never knew!), so it might be worth filtering them and then try again.

 

2013-12-05 08:49:03 1VoUcI-0005Mv-1L => $EMAIL_ADDRESS R=smarthost T=remote_smtp_smarthost H=smtp.sendgrid.net [50.97.69.146] X=TLS1.0:RSA_AES_256_CBC_SHA1:32 DN="OU=Domain Control Validated,CN=*.smtp.sendgrid.net"

2013-12-05 08:49:03 1VoUcI-0005Mv-1L Completed

2013-12-05 08:49:50 Start queue run: pid=20734

 

2013-12-05 09:17:02 1VoV3N-00075r-HP => $EMAIL_ADDRESS R=smarthost T=remote_smtp_smarthost H=smtp.sendgrid.net [50.97.69.147] X=TLS1.0:RSA_AES_256_CBC_SHA1:32 DN="OU=Domain Control Validated,CN=*.smtp.sendgrid.net"

2013-12-05 09:17:02 1VoV3N-00075r-HP Completed

2013-12-05 09:17:50 Start queue run: pid=27374

 

I dont see how allowing sendgrid.net will have any affect as we are able to receive vivo emails to our domain.. *confused*. Do you think it might be worth contacting sendgrid.net to see if we are on any blacklists with them?

[FN-GM]

Who are sendgrid.net? Is it Vivos messages that go via them? it might be worth asking them.

[timbo343]

It looks like sendgrid.net is their relay server but this was back in December 2013.

 

I have just looked through the headers of an email that was automatically sent to one of our member of staff who has an email address that can receive the automated emails and compared it to the headers of an email from a member of staff at vivos and they are coming from 2 very different places..

 

Automated email:

Received: from o1.email.manta.hr (208.117.53.192) by $MYDOMAIN

(INTERNALIP) with Microsoft SMTP Server id 14.3.181.6; Wed, 30 Apr 2014

18:51:34 +0100

DKIM-Signature: v=1; a=rsa-sha1; c=relaxed; d=vivomiles.com;

h=to:subject:from:content-type:mime-version; s=smtpapi;

bh=sDwAmGw2Y6o9Hsm9IXeDXgxXIs8=; b=vTnifAolo7KGqoNLdgirqh7ue0HHi

Z/gfFbyMOu+R1Yf7rCWWCqb/fdh96KC5Y65hXfAyBLcjxGaq1kSK2Uv/5lVZm508

uBQRw7gpDMr9QzlMMn1QZnCUchjQ4gXSZhKTxm/+pJSba7qVLYjVOYHVouHL7ocv

zq2s+RjFGFKGsE=

Received: by mf188.sendgrid.net with SMTP id mf188.5963.536138085 Wed,

30 Apr 2014 17:51:04 +0000 (UTC)

Received: from web3vivo.dh.bytemark.co.uk (web3vivo.dh.bytemark.co.uk

[46.43.56.103]) by ismtpd-032 (SG) with ESMTP id 145b3c2dfd1.19f6.11ae6 for

<$SCHOOLEMAILADDRESS>; Wed, 30 Apr 2014 17:51:04 +0000 (GMT)

Received: from prodadmin by web3vivo.dh.bytemark.co.uk with local (Exim 4.72)

(envelope-from ) id 1WfYet-0004SG-VR

for $SCHOOLEMAILADDRESS; Wed, 30 Apr 2014 18:51:03 +0100

Message-ID:

 

From vivo staff member:

Received: from mail1.bemta5.messagelabs.com (195.245.231.142) by

$MYDOMAIN (INTERNALIP) with Microsoft SMTP Server (TLS) id

14.3.181.6; Thu, 1 May 2014 16:15:30 +0100

Return-Path: <$VIVOSTAFFEMAIL>

Received: from [85.158.139.3:50337] by server-6.bemta-5.messagelabs.com id

25/48-19576-3F462635; Thu, 01 May 2014 15:14:59 +0000

X-Env-Sender: $VIVOSTAFFEMAIL

X-Msg-Ref: server-9.tower-90.messagelabs.com!1398957296!30440725!5

X-Originating-IP: [217.28.140.9]

X-StarScan-Received:

X-StarScan-Version: 6.11.3; banners=-,-,-

X-VirusChecked: Checked

Received: (qmail 18389 invoked from network); 1 May 2014 15:14:58 -0000

Received: from smtp.hs20.net (HELO outlook.hs20.net) (217.28.140.9) by

server-9.tower-90.messagelabs.com with AES256-SHA encrypted SMTP; 1 May 2014

15:14:58 -0000

Received: from THHSTE15D1BE1.hs20.net (192.168.251.21) by

THHSTE15D1BE2.hs20.net (192.168.251.22) with Microsoft SMTP Server (TLS) id

15.0.847.32; Thu, 1 May 2014 16:14:32 +0100

Received: from THHSTE15D1BE1.hs20.net ([fe80::853a:82f7:de2e:9672]) by

THHSTE15D1BE1.hs20.net ([fe80::853a:82f7:de2e:9672%16]) with mapi id

15.00.0847.030; Thu, 1 May 2014 16:14:32 +0100

[john]

Have you tried changing the vivo one to a temp one and then back to the original to test that vivo haven't got munged data?

[timbo343]

Yeap.. that was one of the first things i tried and ive even asked vivos to remove my and my technicians email addresses from their system just incase there was anything in the back end lf their system but this has made no difference.