This issue may occur due to any of the following reasons:
The emails are listed in the RBL+/QIL database and were blocked by ProtectLink Gateway Email Protection.
A firewall policy is restricting access from ProtectLink Gateway Email Protection servers.
ProtectLink Gateway Email Protection servers are not sending to the correct receiving mail transfer agent (MTA).
To resolve the issue, please do the following:
A. Check the Mail Tracking logs:
Step 1: Login to the ProtectLink Gateway console.
Step 2: Click the ProtectLink tab and then click Email Protection.
Step 3: Click Logs and proceed to Mail Tracking.
Step 4: Specify a date range.
Note: Only emails from the last five (5) days can be tracked, and data from the last two (2) hours may not be displayed yet.
Step 5: Specify the sender of the missing email.
Step 6: Check if the sender is listed in the Accepted Traffic or the Blocked Traffic tab, and do one of the following:
If it is listed under Accepted Traffic, proceed to Solution B.
If it is listed under Blocked Traffic and you are sure the sender can be trusted, you can opt to add it to the Approved Senders list. <Please link to approvingSenders.doc>
B. Check if a firewall ACL is blocking/dropping traffic from ProtectLink Gateway Email Protection servers, and make sure that the ACL of the domain is accepting emails from the following IP ranges:
Note: Please contact your network administrator if you need assistance.
C. See if you have made any changes to the IP addresses of your domain registered with ProtectLink Gateway Email Protection. If so, please send an email tohttp://homesupport.cisco.com/en-us/supportso that we may update our records and forward the emails correctly.
For ProtectLink Gateway Email Protection support engineers: