Dear DL Members, On any given business day, we have e-mail messages queued at the Internet Mail Service (Outbound messages awaiting delivery). Normally, there is one of two "error categories" associated with these queued up e-mail messages.
01. Host Unreachable 02. Network Error During Host Resolution The following is a document that I would like to give to Wawa's Help Desk, to help them with handling these sorts of calls (our End Users receive notification messages once every 4 hours, up till 48 hours). I am not sure that I fully understand these two error categories. Let me know what you think about the document below. ===== E-mail messages queued at the Internet Mail Service. This document has been created to assist the PC Hotline with resolving issues when an e-mail message is queued at the Internet Mail Service on an Exchange Server. 01. Open a call in the Applix Database. 02. Ask the Outlook User to forward the "Notification" message to the PC Hotline. 03. Forward the "Notification" message to the NT Team. Include the Call Number in the subject line. 04. The NT Team needs to check the Outbound Queues and find the "error category". Host Unreachable MX Record is known by Wawa's ISP (Verio). Fire Wall (of Intended Recipient) may be down. IMC Service (of Intended Recipient) may be stopped (due to virus, etc.). Intended Recipient's Personal ISP may be experiencing problems. Network Error During Host Resolution MX Record is unknown by Wawa's ISP (Verio). Intended Recipient's Start of Authority (SOA) is not reaching Wawa's ISP (Verio). 05. The NT Team needs to report back to the PC Hotline. 06. The PC Hotline contacts the Outlook User, providing the appropriate information. Test One Ask the Intended Recipient to send a test e-mail message to the Original Sender, and see if the Original Sender can successfully reply to the message, without the reply getting queued up. If the test fails, have the Original Sender contact the Intended Recipient with the following information, based on the appropriate error category. Host Unreachable A. The Intended Recipient should contact his or her "Help Desk" and ask them to bring the following information to the attention of the System Administrator. B. Inquire about any problems related to their e-mail servers or Fire Wall. Network Error During Host Resolution A. The Intended Recipient should contact his or her "Help Desk" and ask them to bring the following information to the attention of the System Administrator. B. Wawa's ISP, Verio, does not have an MX Record for the Intended Recipient's e-mail domain in their DNS tables. C. Please check with your Start of Authority (SOA) to make sure that they are properly replicating your MX Record across the Internet. ===== Rob Garrish Exchange Administrator Wawa Inc. 610-558-8371 [EMAIL PROTECTED] _________________________________________________________________ List posting FAQ: http://www.swinc.com/resource/exch_faq.htm Archives: http://www.swynk.com/sitesearch/search.asp To unsubscribe: mailto:[EMAIL PROTECTED] Exchange List admin: [EMAIL PROTECTED]