Solutions To ExchangeDefender Problems
This is the most up-to-date list of troubleshooting hints if you think ExchangeDefender is interfering with your email delivery. If you have tried everything below and are still not getting regular email delivery, please open a support request in our portal. ExchangeDefender support is free!
Entire organization is not receiving any email
If the entire organization is not receiving any email the problem is usually with the target mail server. Check your firewall configuration, make sure the public IP address has not changed, verify that Exchange (or your mail server) is functioning properly and answering requests on port 25. When the entire organization is affected the problem usually comes down to the change of configuration on the ISP or firewall level. Finally, check that your DNS has not changed and that your domain name registration has not expired.
Some users in our organization are not receiving any email
It is highly unlikely that ExchangeDefender is only dropping messages for a single user. Verify this by checking the users profile, sending them test messages and using Message Tracking center in Microsoft Exchange. From experience, individual user issues tend to be desktop/software related so check Outlook Web Access, check that there aren't other systems configured to move mail out of the users Inbox (Blackberry, other Outlook configuration archiving messages, etc)
Mail is being delayed
Mail delays are very frustrating and almost impossible to fix because they can be caused by every piece of the infrastructure. If this is just a temporary issue, it can be ignored because by the time troubleshooting takes place the problems magically fix themselves. However, if this is a regular problem first check that you have IP restrictions in place. Not having all the IP ranges listed in your IP restrictions or not having them listed correctly can cause significant delays. If none of these are the case, obtain the SMTP headers from the message and submit them to us as a support request.
I can't get mail out, error <outbound.exchangedefender.com: #5.5.0 # Error Code: Error text &rt;
This error code is not an ExchangeDefender problem but a problem on the remote network. Because you are using ExchangeDefender as a smarthost, you are seeing an echo of the conversation ExchangeDefender outbound network had with the remote server. The error you see is issued by the remote server. There is generally little you can do to address this but you can try contacting the remote mail server administrator.
Senders are getting "ExchangeDefender does not allow SPAM" error
This error is displayed when the remote server is trying to perform address book style of an attack. When we identify a server that sends multiple messages to the recipients that do not exist we start issuing this error to all users that are not in our address book. To fix this problem add the user to ExchangeDefender using the administrative control panel.
Specific sender cannot send us any email
First, confirm that this is indeed an ExchangeDefender issue and not an issue on the remote network. All ExchangeDefender errors have our name in them and should be easy to spot. Second, check the remote mail server reputation by doing a blacklist search against their IP address, if they are on multiple blacklists they may have other problems that are restricting communications.
We are getting too much SPAM!!! Where do we report it?
First check that you have all IP address restrictions in place. Without IP restrictions in place you are accepting mail from everyone and you are not giving ExchangeDefender a chance to protect you. Check that you do not have any secondary MX records, that you are not pointing your MX record at a single cluster/network.
My login to https://archive.exchangedefender.com keeps on failing!
If you cannot access https://archive.exchangedefender.com with the ExchangeDefender-protected (your) email address and your ExchangeDefender password, try changing it. If you still cannot access the site after an hour, check with your system administrator and ask if your account is enabled for ExchangeDefender LiveArchive. In order to login you have to have the feature explicitly enabled, it is not turned on by default.
When all else fails, contact support. We look forward to helping you!
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