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Chapter 24. Where Is this Message?
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Chapter 24. Where Is this Message?

Table of Contents

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Before you begin
Flowchart
Instructions

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Before you begin

The first step in problem solving is to be sure you have correctly identified the problem. Review the problem statements listed below to see if one of them fits your situation before proceeding. If you aren't sure any of the statements fit, see How to Use the Email Troubleshooting Flowcharts for a list of other problem statements and flowcharts.

Problem statements that fit this flowchart:

  • The message I sent earlier today hasn't been delivered.

  • The message I sent yesterday seems to have vanished.

  • Someone said they sent a message several hours ago but I haven't got it yet.

  • Someone said they posted a message to a mailing list but I haven't received it.

Related problem statements that do NOT fit this flowchart:

The message was delivered but it took a long time. See The Email Seems Slow, What Is Going On?.

The usual suspects

  • The sender is looking in the archives to verify whether a message was posted to a mailing list. The message was posted, but the archives are only updated periodically and the next update cycle hasn't happened yet.

  • The message is delayed because there is a large volume of email in the mail queue. Either this message or one ahead of it in the queue has been sent to a large number of addresses or contains a large attachment.

  • This is a mailing list post that was sent from an address that doesn't have direct posting privileges, so it was sent to a moderation queue and is awaiting moderator attention.

  • The message was rejected by a mailing list because it wasn't properly constructed.

  • The message was classified as spam by a spam filter. Depending on the filter the message may be returned to the sender with a rejection notice or the message may simply be deleted.

  • The address is invalid, so the message is undeliverable. It takes extra time to process messages with bad addresses, but the mail server will eventually return a notification that it is unable to deliver the message.

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Flowchart

Figure 24.1. Flowchart for Where Is this Message?

Numbers in the flowchart correspond to numbered steps in the instructions.
Step 1 Step 2 Step 3 Step 4 Step 5
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Instructions

Collect the following information (or as much of it as possible):

  • A copy of the message (or at minimum: the date, time, timezone and subject).

  • Any other potentially pertinent information provided by the reporter (such as whether the message was posted to a mailing list or alias, why the reporter thinks the message shouldn't have been posted, etc.).

Before you begin

Gather as much of the information you will need for troubleshooting as possible.

Collect the following information:

  1. A copy of the message, including the full header. For instructions, see Accessing the Full Header for Email Troubleshooting.

  2. If the full header isn't available, you will need a copy of the message and the time it was sent (or even just the sender's email address, where they were trying to send it, time and date and timezone, subject line.

  3. Was there an attachment? If so, what was its file type and and how large was it?

look for the sender by address in the logs around the time that the message was sent

Step 1.

COPY IN STEP 2 OF EMAIL_SLOW

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Step 2.

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Chapter 23. What Does this Message Mean?  Home  Chapter 25. Who Received this Message?