Email From my cPanel server landing in JUNK Folder

gspearson

Registered
Feb 11, 2020
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Goshen, IN
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Root Administrator
I have upgraded to the latest version of cpanel as I try to solve an issue with email. At times an email which originates from the mail server powered by cpanel will end up in the JUNK folder of receipts mailboxes.

As I try to figure out what might be causing the issue, I have requested specific individuals to send me the message headers of Outlook Program to try and self-diagnose what might be going on.

I have 1 server that is the mail server for 8 domains with 1 being a national organization. I have spent the past 2 days educating leadership in this national organization that detection of emails landing in the junk folder is a result of the receiving end and not the sending end.

I have looked over many articles that might relate to the issue in hopes that I can solve this. One online test shows the PTR Record not matching and cpanel reports:

The system sends “*****.org”’s outgoing email from the “45.76.xxx.xxx” IP address. The only PTR value for this IP address must be “*****.org”. This is the name that this server sends with SMTP’s “HELO” command to send “******.org”’s outgoing email.

1 unexpected PTR value exists for this IP address:

  • rns1.nameserver.com
To fix this problem, contact your system administrator and request that they replace all PTR records for “<reverseIP>.in-addr.arpa” with the following record at “rns1.nameserver.com” and “rns2.nameserver.com”:




Suggestions as I have moved to cpanel from zimbra to try and keep up to date with technology processes
 
Last edited by a moderator:

cPanelLauren

Forums Analyst II
Staff member
Nov 14, 2017
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Houston
I have 1 server that is the mail server for 8 domains with 1 being a national organization. I have spent the past 2 days educating leadership in this national organization that detection of emails landing in the junk folder is a result of the receiving end and not the sending end.
I'm not entirely sure I understand this statement entirely but if you're saying that email landing in junk is a result of issues on the receiving end not the sending end, that is not necessarily true. In order to ensure your mail stays out of spam you need to adhere to the best practices for mail servers. The documentation that follows goes over these: How to Keep Your Email Out of the Spam Folder | cPanel & WHM Documentation

The most important of which are:

SPF
DKIM
rDNS (PTR record)

Not having these records added and properly configured will get your email sent to spam in most cases, as well as potentially blocked.

Based on the error in email deliverability you're receiving you do indeed need to modify your PTR record.


PTR records can only be changed at the data center. There maybe a software tool for you to do this in your account with them, if not you will need to ask them to edit/create the rDNS (PTR) record for you.
That's not actually true, some providers delegate access to modify/add these. You need to check with your specific provider, though it is more common for them to require they are the ones that do this.

A valid PTR record should point to the hostname of the server or the name sent in the HELO when you send mail (this is the hostname without customization). The record provided to you by Email Deliverability sounds like the correct record, pending your hostname is the domain set to resolve back to. It should look something like this:

Code:
<reverseIP>.in-addr.arpa. 3052 IN    PTR    host.yourservername.tld.
 

kernow

Well-Known Member
Jul 23, 2004
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cPanel Access Level
Root Administrator
kernow said:

PTR records can only be changed at the data center. There maybe a software tool for you to do this in your account with them, if not you will need to ask them to edit/create the rDNS (PTR) record for you.
That's not actually true, some providers delegate access to modify/add these. You need to check with your specific provider, though it is more common for them to require they are the ones that do this.
Of course its true! As I said "There maybe a software tool for you to do this in your account with them"
 

cPanelLauren

Forums Analyst II
Staff member
Nov 14, 2017
9,366
799
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Houston
@kernow

I fully understand what you said, but I think you may be unaware of the following:

There are two methods - some providers delegate authority and allow you to add/modify these records on your server using instructions like those provided here: How to Configure Reverse DNS for BIND in WHM | cPanel & WHM Documentation

The other would be through the use of a tool like what you're suggesting.



Thank you.