Tracing an email

LockDown32
LockDown32 used Ask the Experts™
on
There service provider (unfortunately) is GoDaddy (Cpanel). He says that a lot of his emails don't get to the recipient. He gets no bounce messages. He says the recipients have checked their junk mail folder. How do you trace a problem like this?
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®
Contact Godaddy Support directly, and they will help check.  Too many variables.  Are the emails in his sent folder?  If so, I would possibly to try connect with the person its going to, and try to find the message.  

He might also be on a spam list, you can use these links to check that.
https://mxtoolbox.com/blacklists.aspx
https://www.ultratools.com/tools/spamDBLookup
https://www.dnsbl.info/
LockDown32Owner
Top Expert 2016

Author

Commented:
They are in his sent folder. As mentioned above he has contacted the recipients and had them check their junk email. The reason I said unfortunately is because I can tell you Godaddy's response. "Don't know, don't care. not our problem".
One thing I have learned is to never trust what an end user says, always verify.  So its best if you can directly access that persons computer to confirm they did not receive it.  I would even do a test email while connected to both machines.  most often, these issues are cause by the user.  

Then try a different agent.  I've only ran into that with Godaddy if its something on their end.  Basically "known issue, its being worked, no we dont know when it will be fixed"  but they have always been helpful with stuff like this.
Python 3 Fundamentals

This course will teach participants about installing and configuring Python, syntax, importing, statements, types, strings, booleans, files, lists, tuples, comprehensions, functions, and classes.

LockDown32Owner
Top Expert 2016

Author

Commented:
This is GoDaddy. I called them and in the first 5 minutes of the conversation they said you really shouldn't be using CPanel email and wanted to up-sell Office 365. GoDaddy is a total waste. They are using Outlook 2013. If it were just one recipient that wasn't getting them it would be one thing but having several not getting them I would be hard pressed to think it was an end user issue.
I would still try a new agent.  It's absolutely the first thing I do, is get them off anything that's not google apps or O365.  too many silly issues that are very difficult to troubleshoot, just like this.
Top Expert 2016

Commented:
If you were using office 365 then you could actually trace it yourself.. You're not and just using the included email address that come with the domain/web-hosting plan which leaves you dependent upon their support options for that plan.  
The only troubleshooting that I can think of that you could attempt is to physically type in a test email to that user (and don't use any auto-completes so you have to type in the full email address and it should be received within minutes of being sent.  Sometimes autocomplete will have a miss-typed entry and the recipients email server is set to not send a non-delivery report.
i.e. no such user, users mailbox is full etc.

See if you can get your support request elevated.
On a personal note, I only use Godaddy to register cheap domains. I do not use any of their other services as I've found them to be sub par for most of the add-ons.
LockDown32Owner
Top Expert 2016

Author

Commented:
Yep. Every time I call support they lose another domain. They just shoot themselves in the foot constantly. They are a good? cheap registrar and low, low end hosting services. That's about it.
LockDown32Owner
Top Expert 2016

Author

Commented:
GoDaddy is such a waste...

Do more with

Expert Office
Submit tech questions to Ask the Experts™ at any time to receive solutions, advice, and new ideas from leading industry professionals.

Start 7-Day Free Trial