Re: [mailop] "The email didn't arrive" to Office 365

[Alexander Huynh via mailop]

Statistics and debugging options are more limited on the sender to Microsoft 
side, but if you have an amenable recipient or an amenable admin on the 
recipient's side, requesting them to initiate a message trace should yield 
specifics on message deliverability.

https://learn.microsoft.com/en-us/exchange/monitoring/trace-an-email-message/trace-an-email-message
--
Alex
___
mailop mailing list
mailop@mailop.org
https://list.mailop.org/listinfo/mailop

Re: [mailop] "The email didn't arrive" to Office 365

[Michael Irvine via mailop]

If it is Office 365 and not Live/Hotmail, then there are a few more spots. 
1) Basic Microsoft Spam Filter. 
2) Microsoft deeper check of the links (just had this one give us many issues 
with the organizations own link showing as phishing). This is in the security 
center under quarantine. 
3) Organizations custom exchange rules. 
4) Users' custom rules (I have had many users create a rule that will move the 
email to another folder and they just forgot and can't be bothered to search 
for it)

Thanks,
 
Michael Irvine

-Original Message-
From: mailop  On Behalf Of Jarland Donnell via mailop
Sent: Thursday, May 9, 2024 13:10
To: mailop@mailop.org
Subject: [mailop] "The email didn't arrive" to Office 365

CAUTION: This email originated from outside of the organization. Do not click 
any links or open attachments unless you recognize the sender and know the 
content is safe.



Hey friends,

Quick question for you experts. What do you find to be the most common root 
cause for reports of emails not being received by Office 365 domains, when you 
can confirm conclusively that Microsoft accepted the email? Obviously spam 
folder delivery should rank high, but what else?
Are there admin settings for Office 365 organizations that result in emails 
being accepted by their servers but not delivered to the recipients? Maybe 
quarantined somewhere?

We hear it often but we've never had a failed test to Outlook/Hotmail/O365, and 
yet still people open support tickets making claims that we failed to deliver 
the emails. We rarely hear back from them after asking them to tell their 
recipient to contact their IT department about it. So I feel a bit in the dark 
as to what other things to suggest beyond:

1. Check spam folder
2. Contact IT dept

I sure would like to have more clear and direct suggestions in my arsenal.

Jarland
___
mailop mailing list
mailop@mailop.org
https://list.mailop.org/listinfo/mailop
___
mailop mailing list
mailop@mailop.org
https://list.mailop.org/listinfo/mailop

Re: [mailop] "The email didn't arrive" to Office 365

[Mark Alley via mailop]

On 5/9/2024 3:51 PM, Gellner, Oliver via mailop wrote:

On 09.05.2024 at 20:21 Jarland Donnell via mailop wrote:

Quick question for you experts. What do you find to be the most common root 
cause for reports of emails not being received by Office 365 domains, when you 
can confirm conclusively that Microsoft accepted the email? Obviously spam 
folder delivery should rank high, but what else? Are there admin settings for 
Office 365 organizations that result in emails being accepted by their servers 
but not delivered to the recipients? Maybe quarantined somewhere?

To add more details to the already given answers based on my limited 
experience. It’s a little bit more complicated:

- There is a spam folder in the mailbox of the recipient, called „Junk“. This 
folder is accessible by the recipient, but many people do not actively monitor 
it. The recipient does not get notified about new emails in the Junk folder.
- There are quarantines which are accessible by the recipient via a separate 
website.
- There are quarantines which are not accessible by the recipient. Which 
quarantines are accessible and which are not depends on the settings configured 
by the tenant administrator and cannot be determined from outside.
- The difference between the Junk folder and the different quarantines is that 
dangerous messages which contain malware or phishing links are supposed to end 
up in one of the quarantines, whereas plain spam messages should go to the Junk 
folder. Of course all of them can and do contain false positives.
- There are spam filters which move messages into hidden folders. While those 
messages theoretically end up in the recipients mailbox, they cannot see or 
access them, as long as they don’t mess around with the API.
- In the end, messages can also be dropped. Those are not accessible anymore by 
anyone.

Trying to offer support for employees of another company, where you have no 
insight into their IT landscape, is always difficult. I‘d give them the 
timestamp and ID under which their MX accepted and acknowledged the message. 
From there on their IT support should take over.

—
BR Oliver



Let's also not forget the helpful Inbox views, "Focused Inbox", "Other", 
and the 
junk-folder-that's-really-not-a-junk-folder-but-is-considered-one-anyway, 
"Clutter".


- Mark Alley
___
mailop mailing list
mailop@mailop.org
https://list.mailop.org/listinfo/mailop

Re: [mailop] "The email didn't arrive" to Office 365

[Gellner, Oliver via mailop]

> On 09.05.2024 at 20:21 Jarland Donnell via mailop wrote:
>
> Quick question for you experts. What do you find to be the most common root 
> cause for reports of emails not being received by Office 365 domains, when 
> you can confirm conclusively that Microsoft accepted the email? Obviously 
> spam folder delivery should rank high, but what else? Are there admin 
> settings for Office 365 organizations that result in emails being accepted by 
> their servers but not delivered to the recipients? Maybe quarantined 
> somewhere?

To add more details to the already given answers based on my limited 
experience. It’s a little bit more complicated:

- There is a spam folder in the mailbox of the recipient, called „Junk“. This 
folder is accessible by the recipient, but many people do not actively monitor 
it. The recipient does not get notified about new emails in the Junk folder.
- There are quarantines which are accessible by the recipient via a separate 
website.
- There are quarantines which are not accessible by the recipient. Which 
quarantines are accessible and which are not depends on the settings configured 
by the tenant administrator and cannot be determined from outside.
- The difference between the Junk folder and the different quarantines is that 
dangerous messages which contain malware or phishing links are supposed to end 
up in one of the quarantines, whereas plain spam messages should go to the Junk 
folder. Of course all of them can and do contain false positives.
- There are spam filters which move messages into hidden folders. While those 
messages theoretically end up in the recipients mailbox, they cannot see or 
access them, as long as they don’t mess around with the API.
- In the end, messages can also be dropped. Those are not accessible anymore by 
anyone.

Trying to offer support for employees of another company, where you have no 
insight into their IT landscape, is always difficult. I‘d give them the 
timestamp and ID under which their MX accepted and acknowledged the message. 
From there on their IT support should take over.

—
BR Oliver


dmTECH GmbH
Am dm-Platz 1, 76227 Karlsruhe * Postfach 10 02 34, 76232 Karlsruhe
Telefon 0721 5592-2500 Telefax 0721 5592-2777
dmt...@dm.de * www.dmTECH.de
GmbH: Sitz Karlsruhe, Registergericht Mannheim, HRB 104927
Geschäftsführer: Christoph Werner, Martin Dallmeier, Roman Melcher

Datenschutzrechtliche Informationen
Wenn Sie mit uns in Kontakt treten, beispielsweise wenn Sie an unser 
ServiceCenter Fragen haben, bei uns einkaufen oder unser dialogicum in 
Karlsruhe besuchen, mit uns in einer geschäftlichen Verbindung stehen oder sich 
bei uns bewerben, verarbeiten wir personenbezogene Daten. Informationen unter 
anderem zu den konkreten Datenverarbeitungen, Löschfristen, Ihren Rechten sowie 
die Kontaktdaten unserer Datenschutzbeauftragten finden Sie 
hier.
___
mailop mailing list
mailop@mailop.org
https://list.mailop.org/listinfo/mailop

Re: [mailop] "The email didn't arrive" to Office 365

[Faisal Misle via mailop]

Yes, Microsoft 365 has hosted quarantines. There are two types: user facing 
where the user gets a digest every day and they can release messages from it 
and an admin quarantine, where only the tenant admins have access to (usually 
reserved for malware or other high-risk messages land).


> On May 9, 2024, at 8:09 PM, Jarland Donnell via mailop  
> wrote:
> 
> Hey friends,
> 
> Quick question for you experts. What do you find to be the most common root 
> cause for reports of emails not being received by Office 365 domains, when 
> you can confirm conclusively that Microsoft accepted the email? Obviously 
> spam folder delivery should rank high, but what else? Are there admin 
> settings for Office 365 organizations that result in emails being accepted by 
> their servers but not delivered to the recipients? Maybe quarantined 
> somewhere?
> 
> We hear it often but we've never had a failed test to Outlook/Hotmail/O365, 
> and yet still people open support tickets making claims that we failed to 
> deliver the emails. We rarely hear back from them after asking them to tell 
> their recipient to contact their IT department about it. So I feel a bit in 
> the dark as to what other things to suggest beyond:
> 
> 1. Check spam folder
> 2. Contact IT dept
> 
> I sure would like to have more clear and direct suggestions in my arsenal.
> 
> Jarland
> ___
> mailop mailing list
> mailop@mailop.org
> https://list.mailop.org/listinfo/mailop

___
mailop mailing list
mailop@mailop.org
https://list.mailop.org/listinfo/mailop

Re: [mailop] "The email didn't arrive" to Office 365

[Lukas Tribus via mailop]

Hello,


(sent again to the list)

On Thu, 9 May 2024 at 20:09, Jarland Donnell via mailop
 wrote:
>
> Hey friends,
>
> Quick question for you experts. What do you find to be the most common
> root cause for reports of emails not being received by Office 365
> domains, when you can confirm conclusively that Microsoft accepted the
> email? Obviously spam folder delivery should rank high, but what else?
> Are there admin settings for Office 365 organizations that result in
> emails being accepted by their servers but not delivered to the
> recipients? Maybe quarantined somewhere?

Yes, Office 365 quarantine is directly accessible here:

https://security.microsoft.com/quarantine?viewid=Email


Here's some documentation:

https://learn.microsoft.com/en-us/defender-office-365/quarantine-end-user


According to this as a user you can access emails in Anti SPAM, Anti
Pishing quarantine, but not Anti Malware.

To trigger Anti Malware a simple blacklisted URL in the email is
enough, we are not talking about attachments.




Lukas
___
mailop mailing list
mailop@mailop.org
https://list.mailop.org/listinfo/mailop

[mailop] "The email didn't arrive" to Office 365

[Jarland Donnell via mailop]

Hey friends,

Quick question for you experts. What do you find to be the most common 
root cause for reports of emails not being received by Office 365 
domains, when you can confirm conclusively that Microsoft accepted the 
email? Obviously spam folder delivery should rank high, but what else? 
Are there admin settings for Office 365 organizations that result in 
emails being accepted by their servers but not delivered to the 
recipients? Maybe quarantined somewhere?


We hear it often but we've never had a failed test to 
Outlook/Hotmail/O365, and yet still people open support tickets making 
claims that we failed to deliver the emails. We rarely hear back from 
them after asking them to tell their recipient to contact their IT 
department about it. So I feel a bit in the dark as to what other things 
to suggest beyond:


1. Check spam folder
2. Contact IT dept

I sure would like to have more clear and direct suggestions in my 
arsenal.


Jarland
___
mailop mailing list
mailop@mailop.org
https://list.mailop.org/listinfo/mailop