Mail from a particular domain not received in Exchange 2010

We have a customer site with an Exchange 2010 server (SBS2011) that does not receive email from a particular external domain.  I have asked the sender from the domain in question to send in an email to the site and to copy me in on the same email.  I receive the email with no problems (I am on a completely separate domain and Exchange 2010 server at a different site).  I have used the Tracking Log Explorer to examine the mails received by the server at the customer site and there is no record at all of the email being received at that site (I did a very wide search for all mail received 1 hour either side of the time the email was received by me - just to be sure).  It's my understanding that if there is no record of the email in the tracking logs, that it never reached the server.  Is this correct?
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

John TsioumprisSoftware & Systems EngineerCommented:
Maybe an AntiSpam provider is blocking the mail....
kadadi_vIT AdminCommented:
Hello PlexioUK ,

Is there any bounced back email to that sender email address...?
Have you checked that domain is blacklisted..?
reverse DNS entry for domain is hosted..?

Please check your smtp server also using URL :

it will be clear any blacklisted domain or not. And in your smtp logs is there any entry for that sender email domain. And please check with add that domain in white-list and check you can receive that email.

Vijay Kadadi

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
PlexioUKAuthor Commented:
Yes it looks like the fact that there was no rDNS  was the issue.
Supreet SinghCommented:
Check if the sender received any bounced back message, that may give you an idea what is causing this failure.

Which AntiSpam product you are using ?

Also mention which AntiSpam product you are using as your Email gateway, it is also possible that your AntiSpam product is rejecting the connections at first attempt, this kind of behavior is not captured in logs in all AntiSpam products.
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today

From novice to tech pro — start learning today.