Email delivery Issues
Troubleshooting guide
Before reporting an issue with sending or receiving email, users are advised to complete the following checks. This helps determine whether the problem is related to local configuration, message classification or an actual routing failure.
Initial checks to perform:
- Review the Junk Email folder to ensure the message hasn’t been misclassified.
- Confirm email address accuracy for both sender and recipient.
- Check for delivery notifications such as delay messages or non-delivery reports (NDRs).
- Ensure Outlook is connected and synchronised, particularly when using the desktop client.
- Review mailbox rules or filters that may have redirected the message to another folder.
- Send test messages to and from the affected account to identify where the failure is occurring. These should be simple messages with no email signatures, attachments or links, but should contain a subject and some text in the body to ensure that they are not caught be email security systems.
If the issue persists after these checks:
The matter should be reported to IT Services for investigation.
When reporting a delivery or routing issue, please include:
- Sender and recipient email addresses
- Approximate date and time the message was sent or expected
- A description of the issue
- Any error messages or bounce-back notifications received
- Full message headers, if available
Providing this detail will ensure the issue is appropriately assessed and, where necessary, escalated for resolution.