Emails being delivered to default account, not user account

[daves]

I have a site where correctly addressed emails to good user accounts are being delivered to the site default account, not the user (it's actually happening to me as well as other good accounts). I receive most of my mail in my regular mailbox, but some -- and there doesn't seem to be any consistency -- get delivered to the site default account. I've checked the mail headers and they are correct for delivery to my mailbox, but they aren't delivered there. I've checked the exim log and here's what I see (redacted):

2019-09-16 13:56:01.456 [17121] 1i9y2Q-0004S9-If <= [email protected] H=in2k.example.net [72.35.xx.xxx]:41748 I=[162.###.###.###]:25 P=esmtps L X=TLSv1.2:ECDHE-RSA-AES256-GCM-SHA384:256 CV=no S=11368 M8S=0 RT=0.132s [email protected] T="my website" from <[email protected]> for [email protected]
2019-09-16 13:56:01.475 [17219] cwd=/var/spool/exim 3 args: /usr/sbin/exim -Mc 1i9y2Q-0004S9-If
2019-09-16 13:56:01.529 [17121] SMTP connection from in2k.example.net [72.35.xx.xxx]:41748 I=[162.###.###.###]:25 closed by QUIT
2019-09-16 13:56:01.750 [17219] 1i9y2Q-0004S9-If => /home/site_default/mail/ <[email protected]> F=<[email protected]> P=<[email protected]> R=central_filter T=address_directory S=11452 QT=3.171s DT=0.265s
2019-09-16 13:56:01.750 [17219] 1i9y2Q-0004S9-If Completed QT=3.172s

It's totally inconsistent between senders -- sometimes mail from a specific sender goes into my mailbox, sometimes into the default account.

Any help would be appreciated.

 

[cPanelMichael]

Hello @daves,

Can you confirm if any custom filter rules exist under this account in cPanel >> Email >> Global Email Filters or cPanel >> Email >> Email Filters ? If so, review the filter rules to ensure the affected emails are not filtered by one of the existing filter rules.

Thank you.

 

[daves]

I checked that, too, and there are no filters. The very odd thing is that only some messages from the same sender get sent to the default mailbox. For two weeks all the emails from a certain sender were routed to the default mailbox; the next week they started showing up in my inbox. I'm really at a loss.

 

[cPanelMichael]

I checked that, too, and there are no filters. The very odd thing is that only some messages from the same sender get sent to the default mailbox. For two weeks all the emails from a certain sender were routed to the default mailbox; the next week they started showing up in my inbox. I'm really at a loss.

Can you access WHM >> Mail Delivery Reports and share delivery details for an instance of an email that was routed to the default mailbox, along with delivery details for an instance of an email that was routed to the inbox?

Mail Delivery Reports - Version 82 Documentation - cPanel Documentation

documentation.cpanel.net

Thank you.

 

[daves]

Here's what the WHM shows on 2 messages delivered between 6:52pm and 9:52pm yesterday. The first was delivered to my inbox, the 2nd was delivered to the site default:

success [email protected] Sep 17, 2019, 7:40:19 PM [email protected] 1iAPtY-00042k-I5 Accepted
success [email protected] Sep 17, 2019, 7:13:19 PM [email protected] 1iAPSu-0003Ml-Nf Accepted

Here's what the exim_mainlog shows for the same 2 messages:

- Removed -

 

[milen777]

did you found solution for that?

 

[daves]

No. The problem has not resolved and I'll sometimes get mail from the same person in the same day delivered to two different mailboxes.

 

[tke852]

I am having the same trouble. I just stumbled upon it. Many are spam but a lot of good ones are going there. Just like the daves, many go through to the correct address but some go here. These are initiated by web forms so the to address and general headers are always the same.

Any ideas on how to fix it would be appreciated.

 

[SamuelM]

Hello @tke852

The R=central_filter field on the => line in daves example indicates that the message was delivered based on the rules set by a filter. Without reviewing your Exim logs, I'm not certain if your mail is subject to a filter as well. However, I would suggest you refer to the following page with information about managing the Exim system filter:

https://docs.cpanel.net/knowledge-base/email/how-to-customize-the-exim-system-filter-file/

Please let us know if you have any questions.

Edit: I wanted to add that the following tutorial is a great resource for reviewing the Exim log. This will help to uncover additional information about the problematic messages you're receiving in the default email account.

https://forums.cpanel.net/resources/reading-and-understanding-the-exim-main_log.383/