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Problem with certain inbound mail Exchange

We have some off site project managers.  When they email us here at the home office, it takes about 4 hours for us to receive the message.  When they email people at other companies the emails go right through.  As a test- I had one of them send an email to me and cc his home email account.  He received it at his home account right away- I still have not received it.  This was about 2 hours ago.  Our IT department said that they have checked everything and the cause for the delay must be on the other side or out of their control... which doesn't make sense to me based on the test results of our simple test.  Also- one of the project mgrs forwarded me this email text that he received back:

**      THIS IS A WARNING MESSAGE ONLY      **
    **  YOU DO NOT NEED TO RESEND YOUR MESSAGE  **
    **********************************************

The original message was received at Wed, 11 Feb 2009 10:39:48 -0500
from uusmna04.abc.com [000.00.000.000]

   ----- Transcript of session follows -----
451 4.4.1 reply: read error from 123.com.mail5.psmtp.com.
451 4.4.1 reply: read error from 123.com.mail6.psmtp.com.
451 4.4.1 reply: read error from 123.com.mail7.psmtp.com.
451 4.4.1 reply: read error from 123.com.mail8.psmtp.com.
<recipient@123.com>... Deferred: Connection reset by 123.com.mail8.psmtp.com.
Warning: message still undelivered after 4 hours
Will keep trying until message is 5 days old



For confidentiallity I changed the domain info above to generic values, but based on 123.com being the home office and abc.com being the site where are PM's are, what does this error message mean in terms of where the problem is?  Thanks

Note: as mentioned I am not IT- just trying to convince IT to look at it again and would like to have some suggestions as to what I can suggest they do...  

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snyperj
Asked:
snyperj
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1 Solution
 
Hypercat (Deb)Commented:
The "451" part of the messages translates as "Requested action aborted: local error in processing." The "4.4.1" error code indicates that the host at the other end (the psmtp.com host) is not responding. It looks like your company is using Postini, and their company is having trouble communicating with the Postini servers. I'm not knowledgeable enough about Postini to know what exactly causes this kind of thing - I just know it happens not that infrequently. It may just be a traffic problem on the Postini end, or some kind of protocol negotiation issue that is transient and eventually clear itself up, which makes sense when coupled with the issue that you do eventually get the email but it takes a very long time. Anyway, if you give your tech guys that information they might be able to contact the Postini tech support team and see if they can determine what might be causing it.
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snyperjAuthor Commented:
you're right- we do use postini- but what in that message clued you into that?  Is that what the psmtp.com is?
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Hypercat (Deb)Commented:
Yes, it's the "psmtp.com" domain - this is Postini's domain name, or one of them anyway...
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snyperjAuthor Commented:
I told out IT and they stuck with the problem was at the customer side ("If this was a problem on Postini's side, it would be a problem for everyone sending email to us and thousands of other Postini clients").

The part I can't get past was our dual email test.  The one where we sent one to and address here and one to a yahoo account and the yahoo account received the mail alomost immediately and we still have not received it here.  I just don't understand how there can be a problem at the customer side based on that test alone.  

Frustrated with IT, as usual.
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Hypercat (Deb)Commented:
Well, I'm sure IT doesn't want to deal with it if they don't have to - and they are probably right that the problem is at your project managers' end.  However, in my IT business, my business principles include at least attempting to assist the client in resolving issues even if those issues are really caused by an external source.  Anyway, this problem is not just limited to your project managers.  I've seen posts in other newsgroups from people with similar problems, but no definitive resolutions.  It seems to be a situation where the problem eventually goes away and no one really knows the cause or resolution.  My feeling is that it's probably a misbehaving router somewhere, or even a misbehaving email server on the client end, and when that router or server gets rebooted the problem goes away.  
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snyperjAuthor Commented:
wish you worked here.  Thanks for trying to help us "blind".
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