This article is one in a series to assist in the setup, troubleshooting, and maintenance of Cisco Small Business products (formerly Linksys Business Series).
The time required to process each message is measured in milliseconds. Any delay in the delivery of messages should be negligible. If you notice that emails are delayed after redirecting traffic to ProtectLink Gateway Email Protection, please do the following:
Perform an NSLOOKUP on the domain.
a. From the desktop, click Start > Run.
b. Enter "cmd" then click OK.
c. On the command prompt, type "nslookup" then press Enter.
d. Type "Set query=mx" then press Enter.
e. Type your domain name then press Enter.
f. Check and make sure that it is pointing to the ProtectLink Gateway inbound MTAs. For more information, please see <add link to "howToGetMX.doc">
Make sure that the ACL of the domain is accepting mail from the following IP ranges of ProtectLink Gateway Email Protection:
Note: If you need assistance, please contact your network administrator.
Check if the mail headers contain the following:
If these headers are not visible, it means the email did not pass through the Email Protection servers and the delay is not caused by ProtectLink Gateway Email Protection. There is no need to perform the steps below.
If they are present, please proceed to the next step.
Check how long it took ProtectLink Gateway Email Protection to process the email.
a. Log in to the ProtectLink Gateway console.
b. Click the ProtectLink tab and then click Email Protection.
c. Go to Logs > Mail Tracking.
d. Select the date range. Please note that only emails from the last five (5) days can be tracked, and data from the last two (2) hours may not be displayed yet.
e. Specify the sender of the delayed mail.
f. Go to the Accepted Traffic tab and click on the timestamp of the email.
g. Check the "Receiving" and "Delivery" timestamps to see how long ProtectLink Gateway Email Protection held the email.
h. Do the following:
Internal Information for Protectlink Gateway Support Engineer:
If the customer has not yet received the email, please do the following steps.
Log in to the ProtectLink Gateway console.
Click the ProtectLink tab and then click Email Protection.
Go to Logs > Mail Tracking.
Select the date range. Please note that only mails from the last five (5) days can be tracked, and data from the last two (2) hours may not be displayed yet.
Specify the sender of the delayed email.
Check whether the email is stuck in one stage (queued) or if it is supposed to have been delivered already.
If queued, then the email should be delivered shortly. If not delivered, get the message ID/sender/recipient and escalate to Trend Micro via email@example.com
If it shows that it was delivered already yet the customer did not receive the email, get the message ID/sender/recipient and escalate to escalate to Trend Micro via firstname.lastname@example.org
If the customer has received the email but it was delayed:
On the customer's sample mail, verify the timestamps on the email header. The hops through ProtectLink Gateway Email Protection should only take two to five minutes depending on the size of the mail.
Check if the issue applies to that particular email only.
If it is, check the email characteristics and see which step within ProtectLink Gateway Email Protection took too long (e.g. has a large compressed file, multiple layers of compression, etc).
Use this information to explain to the customer and cross-check on ProtectLink Gateway Email Protection downtime.
If not, get the sample email/message ID/sender/recipient and escalate to Trend Micro