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Certain Inbound Outlook messages being dropped by SMG gateway

Neil Walkingshaw

Currently running Secure Messaging Gateway version 2022.11.10 rpm:1.0.1-349.1 connecting to GroupWise 18.4.1 GWIA

Have an issue where valid emails sent from one particular customer are being dropped by the SMG gateway although can't tell from the SMG SMTP log why these particular emails are being dropped - I think they're using some version of Microsoft Outlook to send the Emails just in case that's part of the problem. If they also CC in the same message to us using a gmail address that we use then the CC copy of the email from the gmail account arrives without any problem.

A copy of the lines from the SMG SMTP log showing the most recent email being dropped follows below.

Any ideas what needs changing in order to stop these particular emails being dropped by the gateway?

Many thanks in advance.

Neil

***********************************

[139832458213120] 2023-01-17 10:04:51 (SMTP) Processing SMTP client connection from 104.47.11.105 (client count 1)
[139832458213120] 2023-01-17 10:04:51 (SMTP)<56186> Client connected from unknown address (external/untrusted)
[139832458213120] 2023-01-17 10:04:51 (SMTP)<56186> Processing connection from 104.47.11.105
[139832458213120] 2023-01-17 10:04:51 (IPRP)<56186> IP address 104.47.11.105 passed IP reputation test with score of 80 (min 500)
[139832458213120] 2023-01-17 10:04:51 (IPRP)<56186> IP reputation does not list address: 104.47.11.105
[139832458213120] 2023-01-17 10:04:52 (SMTP)<56186> RBL connection test for 104.47.11.105 passed
[139832458213120] 2023-01-17 10:04:52 (SMTP)<56186> [g->c] 220 abc.co.uk smg.abc.co.uk
[139832458213120] 2023-01-17 10:04:52 (SMTP)<56186> [c->g] EHLO EUR02-DB5-obe.outbound.protection.outlook.com
[139832458213120] 2023-01-17 10:04:52 (SMTP)<56186> [g->c] 250-abc.co.uk
250 SIZE 40000000
[139832458213120] 2023-01-17 10:04:52 (SMTP)<56186> [c->g] QUIT
[139832458213120] 2023-01-17 10:04:52 (SMTP)<56186> [g->c] 221 Service closing transmission channel
[139832458213120] 2023-01-17 10:04:52 (SMTP)<56186> Processing complete for connection from 104.47.11.105
[139832458213120] 2023-01-17 10:04:52 (SMTP)<56186> SMTP client connection finished processing (client count 0)

  • 0  

    Maybe check this in your "Domain Management"

    Use "Verified Answers" if your problem/issue has been solved!

  • 0 in reply to   

    Hi Diethmar,

    Many thanks for the reply.

    The line limit in the domain management was originally set to 1000 so have changed this to 10000 (as above) and asked the customer to resend his email but the email still being dropped by the SMG gateway with the same lines shown in the SMG SMTP log.

    Regards,

    Neil

     

  • 0   in reply to 

    Hmm, we do not see any useful information right now, Neil.

    Do you drop any connections? RBL, SPF, IP Reputation (although your log file is telling us no)? We do not see timeouts, just a  [c->g] QUIT

    Here we would have some timeout settings for incoming and outgoing items.

    Use "Verified Answers" if your problem/issue has been solved!

  • 0 in reply to   

    Hi Diethmar,

    There are no connections being dropped RBL, SPF, IP Reputation for the particular inbound email sender that we are having this problem with but we do have connections dropped on RBL, SPF and IP reputation for other inbound emails that are correctly identified as spam.

    Screenshot of our SMG Protocol Timeout settings shown above. Shall I change the protocol timeout settings to mirror the settings in your previous email?

    Neil

  • 0   in reply to 

    No, we do not see any timeouts in your log. And your log shows a quit within seconds.

    Use "Verified Answers" if your problem/issue has been solved!

  • 0   in reply to   

    However it seems like the client (=outlook) closes the channel. [c->g] QUIT. So maybe you try my first six values ...

    Use "Verified Answers" if your problem/issue has been solved!

  • 0 in reply to   

    Hi Diethmar,

    I have entered and saved the first six values  of the inbound protocol timeout settings to match your own but this hasn't made any difference and we still get the [c->g] QUIT on the connection.

    Neil

  • 0   in reply to 

    Neil, I suggest to open a case ...

    Use "Verified Answers" if your problem/issue has been solved!

  • 0 in reply to   

    Hi Diethmar,

    Thanks for your assistance in trying to resolve the issue.

    I'll open a case and report back once I've got a fix for the problem.

    Neil

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