Electronic Mail FAQ - E-Mail Delivery Issues

We've prepared this FAQ to address your questions regarding our e-mail services. The topics covered by this FAQ are general in nature and are applicable to all customers using TDE-provided e-mail services. This FAQ is continually being updated, so check back for additional questions and answers.

Q. I've added an e-mail address to my whitelist. Why is e-mail sent to me from that address still being sent to the quarantine?

A. E-mail addresses on your whitelist must match the sender's e-mail address exactly. If the sender is using a different e-mail address (e.g., a work e-mail address vs. a personal e-mail address), if the sender's e-mail address has changed, or if the sender's e-mail address is mispelled on your whitelist, the addresses will not match and the e-mail will be processed by the scanning facility. If the e-mail is identified as containing a potential virus, forbidden attachment, or UCE/SPAM, it will be sent to the quarantine.

Q. I've added an e-mail address to my blacklist. Why is e-mail sent to me from that address still being delivered to my mailbox?

A. E-mail addresses on your blacklist must match the sender's e-mail address exactly. If the sender is using a different e-mail address (e.g., a work e-mail address vs. a personal e-mail address), if the sender's e-mail address has changed, or if the sender's e-mail address is mispelled on your blacklist, the addresses will not match and the e-mail will be processed by the scanning facility. If the e-mail is not identified as containing a potential virus, forbidden attachment, or UCE/SPAM, it will be delivered to your mailbox.

Q. I am not receiving e-mail being sent to me. The e-mail is not in the quarantine. The sender says e-mail sent to me is being bounced back. Why?

A. E-mail can be bounced for many reasons. The bounced e-mail is often times your best source of information. It will indicate whether the e-mail was bounced by the sender's ISP or by TDE. If the e-mail was bounced by TDE's mail servers, it will include a detailed explanation as to why the e-mail was rejected. Some of the more common reasons for rejection include incomplete or mispelled recipient e-mail addresses, insufficient space available in recipient's mailbox, and e-mail is larger than the maximum size allowed by the sender's ISP.

Q. Someone tried to send me an e-mail, but it was bounced back to them indicating that there was insufficent space in my mailbox. My mailbox is nearly empty. Why was the e-mail bounced?

A. Our mail servers will allow e-mails to be delivered up to the limit of your mailbox quota, however a single e-mail may not exceed 80% of your mailbox quota. There are a couple of points to keep in mind with regard to the web-based mail client and e-mail management. The web-based mail client allows you to undelete e-mail that you have deleted, but not yet purged. Until e-mails marked for deletion are purged with the Purge Deleted Messages button, they will continue to count against your mailbox quota. If you move an e-mail from one folder to another, the e-mail is copied to the destination folder, and the e-mail in the source folder is marked for deletion. Until the e-mails marked for deletion are purged with the Purge Deleted Messages button, they will continue to count against your mailbox quota. Check the Inbox, Drafts, Outbox, Sent Items and any additional folders you may have created, as they all count toward your mailbox quota. For customers using mail client software (e.g., MS Outlook, MS Outlook Express, Eudora, etc.), verify that the configuration setting related to leaving e-mail on the server is disabled so that once your mail client has downloaded your e-mail, it will be deleted from the server.