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Email does not get through

Chriz

Hello,

a sender does not come through by email.

There are no entries in the quarantine or data control report either.

So Sophos never received it.

The sender gets the following message:

Hi. This is the qmail-send program at *.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

<*@*.com>:
3.123.126.251 does not like recipient.
Remote host said: 550 5.7.1 XGEMAIL_0008 Command rejected
Giving up on 3.123.126.251.

What else can we do?



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[edited by: Raphael Alganes at 11:12 AM (GMT -7) on 2 Jun 2023]
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  • 0

    Hi   

    I'm assuming that the direction of the email is outbound. I'm assuming because there is not enough information to the original description of the issue and putting the domain here could be a security risk (hence it is advised to create a case so needed context can be provided)

    If the issue is only present on one account (that has a mailbox in Sophos email) and is AD sync (or AzureAD sync) created, try deleting the user and mailbox then re-syncing. Once the user/mailbox has been re-created, try sending a new email out and see if the issue persist.

    One thing to consider though is that there should not be other Central product that is using the AD sync (or AzureAD sync) like Sophos mobile for example as deleting the user/mailbox can affect it and would the phone would have to be re-registered.

    Regards,

    Jose

  • 0 in reply to josepalad

    Jose, Chriz sent me the sender/recipient and logging shows the sender is in the customer block list hence we are rejecting the message. 

  • 0 in reply to Tom Foucha

    Hello,

    in the customer list is the *@domain.com as Allow.

  • 0 in reply to Tom Foucha

     It is very important to know the direction of the email. So it is an Inbound email then? "Command rejected" usually is an outbound email issue that's why. rejects through a block list suggests an inbound direction instead and will show up in the message history.  

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