The mail server cannot send mail

Description - An on-prem hosted email server is receiving outgoing email rejections.

Indicators of this issue - The email server can’t send mail since installing the Bigleaf service.

Potential Causes

• Bigleaf Support has not yet created a reverse DNS record for the mail server at a site.

• The email server was not updated to use new Bigleaf-provided IP addresses.

• Firewall rules or routing policy have not yet been updated to use the new Bigleaf-provided IP addresses.

Tests and Solutions

• Creating a reverse DNS record for you Bigleaf-provided IP address(es).

  • Contact Bigleaf Support to create a reverse DNS (“pointer”) record, where your email server’s IP address resolves to a “mail.mycompany.com” domain name, which is used by other servers to verify your email server’s identity.

• Verify the network path and connectivity for the email server to communicate with the internet and other mail servers.

  • Check that firewall rules or routing policy allow 2-way communication between the email server and remote hosts.

  • Use the tcpdump function on the Troubleshooting tab of the Bigleaf Web Dashboard to identify if email traffic is communicating 2-way across the Bigleaf service. Filter on the host address of the on-prem email server or TCP port used by your email server.

    • Refer to our Help Center article and videos on using the Troubleshooting tab and tcpdump: https://support.bigleaf.net/hc/en-us/articles/4910323071387--Videos-Super-Admin-Troubleshooting-Tab