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Resolving Message Delivery Problems

The Internet email system we've all come to take for granted is remarkably complex behind the scenes; it's not unusual for a message to pass through a dozen different computers on the way to its final destination. At every step exists the possibility of an error, so the first step in finding out why messages aren't being delivered properly is to figure out what is causing the problem.

Self-tests to Determine Where the Problem Lies

First send some simple test messages to the address in question in plain text format. Try this from several different sources, for example from your PVI mailbox via Outlook, from PVI Web mail and from a third party mail service like Yahoo or Hotmail.

Now check the results. Which messages are getting through? Can you narrow the problem down to a specific service? If everything seems to be working, try another round of testing in HTML format or add an attachment. The idea is to continue testing until you generate an error message. This process may take several days because most mail servers will continue to attempt delivery for up to 72 hours before giving up and sending a delivery failure notice back to the sender.

Capturing Error Messages and Internet Headers

If an error message pops up on the screen, write it down or get a screen capture. We need the complete, exact error message in order to diagnose the problem. If you receive a bounce back notice, we will need the Internet mail header information contained in the bounce message. Since every time you send a message these headers are rewritten, forwarding us the bounce message is not enough. You must copy the Internet headers from the original message and paste them into a new email to preserve them. Here's how:

Using Microsoft Outlook

Open the bounced message. Select VIEW | OPTIONS from the drop-down menu.

Microsoft Outlook Message Headers

Now click the cursor inside the INTERNET HEADERS box. Select everything in this box (CTRL-A) and copy it to the clipboard (CTRL-C).

Copy Internet Headers in Outlook

Click the CLOSE button. Forward the bounce notice to postmaster@pviproductions.com. Explain the nature the problem in this new message. Don't forget to paste the Internet Headers you copied into the top of the message by pressing CTRL-V before sending.

Using WorldClient Web Mail

Log on to mail.pviproductions.com. Open the bounced message. Now click on the VIEW MESSAGE SOURCE Icon in the toolbar. (Your screen layout may vary from the picture below depending on which theme you have chosen.)

Capturing message headers in WorldClient Web Mail

Capturing message headers in WorldClient Web Mail

A new browser tab or window will open containing the source code of the message. Select all the text from the beginning down to where the CONTENT tags begin by swiping it with your mouse. Now press CTRL-C to copy your selection to the clipboard:

Copying message headers in WorldClient

Finally, forward the bounced message to postmaster@pviproductions.com. Paste the message headers into the top of the new message by pressing CTRL-V. Be sure to add a description of the problem too.

Requesting Help if you don't have an Error Notification

If the problem isn't generating any errors (such as failure to receive messages from specific remote senders) then supply us with as much information as you have available. Our mail servers process thousands of messages each day, so the more specific information you can provide us with the better our chances of tracking down evidence of the problem in the server log files. The send's email address and the exact date and time the problem occurred is very helpful!