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Cannot send emails to hotmail accounts

Discussion in 'E-mail Discussion' started by andyjacks, Jan 12, 2018.

  1. andyjacks

    andyjacks Registered

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    We have a dedicated server and we cannot send emails to hotmail.com users



    Lets say our domain name is example.com



    PROBLEM EXPLANATION
    - If a Hotmail user sends email to user@example.com, the email is received without any problems
    - If user@example.com replies to any email received from any Hotmail account, the email is received without any problems
    - If user@example.com creates a new email to send to any Hotmail account, the email never gets delivered (we have checked the “Other” and “Junk” folders etc), UNLESS the recipient has user@example.com in their outlook contacts.
    - user@example.com never receives a Mail Delivery Error.
    - And even worse, from Web Host Manager (Mail Delivery Reports) the result shows as Accepted and the event as success so we don’t know that our email never reached the destination



    WHAT WE HAVE TRIED SO FAR

    - We have a valid, correct dkim and spf record. Checked with multiple tools

    - We have checked outlook settings from where we send emails from user@example.com to any hotmail account and these are correct, using SSL and authenticating before sending email

    - We have tried sending to the same Hotmail accounts from different domain names not on our dedicated server, and they go through ok
    - We have tried sending from different domains to different Hotmail accounts and the problem is still there
    - We have registered our IP with Microsoft’s JMRP and SNDS. Our IP is not listed as blocked

    - We have a sender score of 99
    - Our sending volume from our dedicated server is very low
    - Our IP is not blocked in any major blacklist
    - There is no spam on the server, and the mailserver works fine- We have opened tickets with microsoft and their reply "We have re-investigated i do not see anything offhand with the IP's (......) and we do not find any Outlook.com deliverability issue with it. As per our research, this IP is currently not under any active block lists from our end."

    - Removed -
     
    #1 andyjacks, Jan 12, 2018
    Last edited by a moderator: Jan 12, 2018
  2. Eminds

    Eminds Well-Known Member

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    Have a look at /var/log/exim_mainlog while sending a new email to hotmail and it should give you an idea of whats happening .
     
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    #2 Eminds, Jan 12, 2018
  3. andyjacks

    andyjacks Registered

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    #3 andyjacks, Jan 12, 2018
    Last edited by a moderator: Jan 12, 2018
  4. linux4me2

    linux4me2 Well-Known Member

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    You have probably already checked this, but I don't see it specifically mentioned. A few years back, I read something about Yahoo and Hotmail silently rejecting email that wasn't DMARC-compliant. You might verify that your sent emails are DMARC-compliant by insuring that the "from" email address that your problem email clients are set to use is an email address or forwarder on the same domain as the sender. The "from" may even need to be the same as the sender, but I'm not sure. If you want replies to go to a different email address, you can use the "reply-to" header, I think.
     
    #4 linux4me2, Jan 15, 2018
  5. cPWilliamL

    cPWilliamL cP Technical Analyst II
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    Hi @andyjacks,

    From reading your initial reply, it sounds 100% on outlook's side. If you do have valid SPF/DKIM and the message is shown as delivered in the logs, yet not found in the recipient inbox, it would seem outlook is filtering; especially considering the details outlined in your 'problem explanation'. I'm surprised that even with your enrolling in JMRP and SNDS you are still facing this issue. I would continue to push the issue with Microsoft support and provide logs showing that outlook servers accepted the message.

    @lottware, I'd recommend following anyjacks and enrolling in Microsoft's JMRP/SNDS, as in my experience, this typically eased delivery where Microsoft was previously filtering.
     
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    #5 cPWilliamL, Jan 16, 2018
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  6. ncpowerbrute

    ncpowerbrute Registered

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    Even if you have a passing SPF, DMARC ,DKIM, a clean IP with the correct rdns set it is likely your email will go to the spam folder when sending to gmail, outlook.com or hotmail.com. I have fought this problem for almost two years now with tweaking settings in the DNS and Email server configs and it hasn't improved. Often you will think your sever has passed all of the tests only to find the Cpanel DKIM key can't confirm the senders identity by receiving email servers despite the fact the receiving servers sees that you have DKIM configured. I too enrolled in Microsoft's and Google's spam programs and it hasn't really done anything other than send my postmaster account additional emails. In all of the forum posts I haven't seen a clean answer to resolve this problem.
     
    #6 ncpowerbrute, Mar 5, 2018
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  7. amstel

    amstel Member

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    I am in the same position like OP and ncpowerbrute.
    Does cPanel team can offer any solution to the problem ?
     
    #7 amstel, Mar 20, 2018
  8. cPanelMichael

    cPanelMichael Technical Support Community Manager
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    Hello,

    Microsoft documents the following on their email troubleshooting page:

    I recommend reaching out to their support team directly to see if they can provide more information about why the emails are blocked.

    Thank you.
     
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    #8 cPanelMichael, Mar 20, 2018
  9. amstel

    amstel Member

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    Hi Michael,

    I contacted the Microsoft Deliverability Support Team and they admitted that they filter my emails to the folder Junk but did not tell me why SmartScreen Filter does not like them:
    I joined their SNDS and JMRP programme but it seems useless, no data or emails so far.
     
    #9 amstel, Mar 21, 2018
    Last edited: Mar 21, 2018
  10. cPanelMichael

    cPanelMichael Technical Support Community Manager
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    You may want to give it some more time to see you start seeing notices from their JMRP program about which specific emails are marked as SPAM or Junk.

    Outside of that, one solution you may want to consider is to obtain an additional IP address from your provider and configure it as the new default IP address used for sending email:

    How to Configure the Exim Outgoing IP Address - cPanel Knowledge Base - cPanel Documentation

    Thank you.
     
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    #10 cPanelMichael, Mar 21, 2018
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