I hope I'm in the correct forum. Please move me if need be.
I have a client that I host on a VPS. The VPS is at a reputable company.
Yesterday - my client was unable to send emails to one of the companies he works regularly with. They correspond on a weekly basis.
Suddenly yesterday - he emails were sending and disappearing. There was no bounce back message. NOR was the recipient receiving them. This went on all day.
I inquired with my hosting company and they said:
1 - That DNS is configured properly.
2 - When they do a Telnet from my IP they receive a 554 error message.
3 - They go one to say "There is also a valid spf record pointing DNS to your server and stating that your server is the authoritative mailserver."
4 - Out of 240+ blacklists - our server shows up on 1 (VRBL) which he sent a delist request to.
5 - I did a reputation check (symantec) and the IP checks out fine.
6 - But my hosting company says whatever is going on is going on with the other company's mail server - not ours.
This has happened before. Unfortunately with the same company.
I really don't want my client to "point the finger" at a company he has continued to build a great relationship with.
To compound matters a bit - they both work in Health Benefits and terms like "pharmaceuticals" and "pharma" and "drugs" do come up in their emails. But their emails have worked flawlessly since they whitelisted our IP address - until now.
A couple of questions - Are emails delivered successfully to every other recipien? Are emails being sent to mailboxes on the big guys servers (gmail,yahoo,etc...) Are your clients still able to recieve email from the undeliverable clients? Also could you post your logs for the mail server for that time period.
It seems his IP address that he has at his house is blacklisted. He uses Charter Internet here in the midwest.
So I tried it with my IP address as I use Charter and it showed one blacklisting for my IP address.
Which makes me think that's why I could not reach is customer by email either.
So I tried turning off my router and modem - hoping that would change the IP address - but it did not. (I am talking mine not his. Figuring I could experiment with my email and IP until I found a solution - but my IP stayed the same.)
Don;t quite know where to turn for answers now. It turns out it may not have been his servers IP address at all - but his ISP;s IP address for him (I don;t know how it all works)
Oh. No he's not. This is where I get confused. I host his site and email through liquid web. He, however, works from his home and uses Charter Internet for his internet service.
His IP from his home is on a couple blacklists - but his IP is not static. The server at Liquid Web is on one minor blacklist - but they sent a delist notice and said that one shouldn't make a difference. I checked the reputation of the liquid web servers IP on symantec and they reported it has a good IP reputation.
I just don't know how they all interact and where exactly the problem lies.
Perhaps your client is using an email client? Because we've noticed that people always try to use email clients, which then adds their ISP IP in the Email headers and that could start causing issues as such.
Were they able to send emails from their web mail page, if they were using an outlook kind of mail client?
Yes - he is using Outlook from his home. I will have him try his webmail.
Thanks for that great bit of insight. I did not know HOW email passed through an ISP to the Liquid Web Server to get rejected by the recipient.
He has been emailing via Outlook since coming to me and continued fine with until now. What triggers an incident like this?
All lost messages are in this queue, until permanent failure is relayed to the sender. You can inspect them all as needed, in the "Mail Queue Manager" in WHM. They are the only messages queued, currently.
Further testing shows that both mail exchangers (MX) for CCC.com are rejecting connection from your server. That is why these messages are stuck in the queue. Both "arsmtp.com" exchangers appear to have your server IP (not the client IP, or more accurately not *only* the client IP) blacklisted.
Your server's IP is on no other blacklists, and has a neutral reputation at senderbase.org. I see no reason why any recipient should be blocking you.
At this point I need to defer to AppRiver (the mail provider for CCC.com) to provide more information. They are most definitely blocking your server by IP and are the only ones who can remove said block. All the checking I can do from this end shows accurate mailserver configuration and good IP reputation.
Yes you should contact the email administrator for remote mail server (CCC.com) and see why they are blocking mails from the YYY.com server. They might be blocking the server IP due to the amount of emails originating from the server.
When you say "the amount of emails orig from YYY server" - do you mean:
1 - The WHOLE server
2 - Or just the account in question?
I have a VPS. It has 12-14 sites on it. Are are small businesses. One agency has a lot of mail traffic - but that is it.
The account in question usually handles less then 40 emails a day - some days more - but some days less.
Question: On the WHM - is there a way to see the TOTAL inbound/outbound traffic of the combined accounts on the VPS? Or does that even play a role?
I can see where the subject matter of the account in question may trigger SPAM filters - but the company that is blocking them deals with the same exact subject matter. Health Insurance/lives/drugs/pharma.
So IF SPAM issues are causing the block - they should know better.