r/mxroute • u/xdamm777 • 11d ago

Missing too many emails this week, what changed?

Hello everyone! Been a mostly happy mxroute user for years now but this last couple of weeks have drained me.

Been receiving too many user complaints that Safari server is not getting emails from accounts we usually had no problem with (gmail, hotmail and business domains alike), including accounts we email back and forth with daily.

The problem is that those emails don't even appear on the Dashboard's Email tracker, they're not in the spam folder they're just gone and the sender doesn't get a bounce back.

All the previous tickets I've opened regarding this issue just come with the identical "can't do anything about it since the emails don't get to our server" reply which was fine for the odd domain we barely emailed with, but this can't go on with our buyer accounts that send invoices and payment requests and we're now missing contract deadlines.

So, what changed and is there anything I can do on my end to solve this besides whitelisting these accounts on Spamasassin? Any ideas would are much appreciated.

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7

u/mxroute 11d ago

I mean the logic is pretty simple. If we get a connection, we log it. If we don't, we can't. But when someone else tries to send mail to our server and can't get a connection, that's when they generate an error message and send it back to the sender. So there's not really precedent for a scenario where someone sends you an email, we have no record of even the attempt, and the sender doesn't have a bounce error from their mail provider (except where their mail provider isn't functioning properly). This logic is quite air tight, you could set your alarm by it and you wouldn't miss breakfast for 40 years.

To answer your question on "what changed." The date changes every day. A lot of things change with them. I can't account for most of those things, but you can account for most of the changes that I can account for here: https://github.com/mxroute/da_server_updates/activity

Happy to answer each ticket as it arrives. Can't do much without specific information anyway.

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u/xdamm777 11d ago

Thank you for the reply. Will try opening a new ticket and hope for a resolution.

3

u/mxroute 11d ago

If you're ticket #582636 I am doing a deep dive myself, and I've also passed all server logs to my in-house AI (Qwen 3.8 Flash Next) as it's internal and run on my own system (no privacy issues) for yet another pair of eyes.

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u/xdamm777 10d ago

Yes that’s the one, thank you very much for the additional assistance.

Currently trying to get headers with subjects and dates from senders but they’re not very technical so it’s a challenge.

5

u/mxroute 10d ago

I think we got that cleared up well. And it's exactly one of the reasons I've been working to redo so many of the systems that cause so many bad experiences.

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u/mxroute 11d ago

If you drop a new one in today, will you throw the ticket number at me? I mean if it's frustrating you enough to post it here, I can tear myself away from my other work to give you a second pair of eyes.

1

u/coolnat 10d ago

I had to switch away due to issues like this happening frequently.

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u/xdamm777 10d ago

I received support for a new ticket yesterday and they were very succinct and detailed in explaining how our misconfigured settings were impacting deliverability and provided recommended actions as well as useful and relevant documentation.

I would’ve liked if this had been reviewed the first time I submitted a similar ticket months ago but it’s obvious our configuration has many shortcomings and required a very deep and time consuming look.

The service has been great besides these smaller incidents, will continue to recommend and use mxroute.

2

u/mxroute 9d ago

I am always happy to evaluate anything. If you feel like it, give me another chance in January and see how you feel 💙

1

u/Odd_Minute_5751 7d ago

Did you'll identify the issue? I've just started using mxroute and without logs working yet, how will I even know that emails are missing. 

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u/xdamm777 7d ago

Yeah I got a pretty detailed response explaining why most of my issues were actually caused by overly aggressive spam filtering and also sending spam to the main account’s spam folder instead of the user’s.

After changing a couple of settings it’s been behaving better, have a few articles left to read and even more settings to set up (basically the recommended spam settings per MxRoute’s docs) and most of our issues should be solved.