KBA-01462: How do I know if my email from Spitfire does not get delivered?


If an email is sent from my Spitfire document, how will I know if it doesn‘t get delivered?


Issue 1: Did the email get sent?

You can mouse over the via email icon on the routee‘s row to see if the email was sent.
Also, check your alerts for an ‘Email is delayed‘ alert. This alert is sent to all users when the Spitfire email engine is having trouble connecting to your network’s outgoing email process. If you see it, be sure to let your Mail Administrator know so that he or she can take steps to get the email process flowing again.

Issue 2: Did the email get bounced back?

The system does notify the on-behalf-of “sender”—the person who is most interested and motivated to take corrective action—about bounced emails.

To review some of the available information:
ICTool indicates the recipient for all email Disposition notices (for example, mailadmin@mycompany.com).  One external source of information could be an Exchange report on email from your Spitfire pop account (for example  spitfire@mycompany.com) to mailadmin@mycompany.com.
Disposition notices fall into two distinct subsets: those that can be specifically tied to a document and those that cannot.
Notices that cannot be tied to a document are only visible at mailadmin@mycompany.com.  Such notices include:

  • Fax success
  • Fax Failed
  • Various other notification

For delivery exceptions that can be tied back to the source document, the notice is attached to the original document and an alert is sent to the employee “on-behalf-of” whom the email was sent.  The alerts are visible on the user’s Home dashboard in the Alerts part, for example:

Spitfire will perform better when these alerts are used to identify and update bad email addresses.
Each alert has a link to its source document.  Once such sample alert is shown below:

A message was received via email from < MAILER-DAEMON@MAILER-DAEMON> at Tue, 21 Dec 2010 18:28:12 +0000 indicating a delivery exception for My Vendor (in routing sequence 3).
Original Notification below:  Delivery has failed to these recipients or groups:  MyVendor@vendorcompany.COM< mailto:MyVendor@vendorcompany.COM>
A problem occurred and this message couldn‘t be delivered. Check to be sure the e-mail address is correct. If the problem continues, please contact your helpdesk.
Diagnostic information for administrators:  Generating server: bigfish.com  MyVendor@vendorcompany.COM #554 5.4.4 SMTPSEND.DNS.NonExistentDomain; nonexistent domain ##  Original message headers:  Received: from mail35-tx2-R.bigfish.com ( by  TX2EHSOBE002.bigfish.com ( with Microsoft SMTP Server id; Tue, 21 Dec 2010 18:28:12 +0000 Received: from mail35-tx2 (localhost.localdomain [])   by; Tue, 21 Dec 2010 18:28:09 +0000 Received: from HRC-EX-HUB01.Horizo //
EOT: Truncated//

Issue 3: Is Inbound email getting processed?

Check the System Information tool on the System Admin (or Manage) Dashboard for info on Inbound email processing. The Inbound EMail section displays the status and counts of processed inbound email. For example:

Inbound EMail  status=Completed; waiting=0; completed=8:40:16; started=8:40:15; runs=9; secs/run=0.9; scheduled=400,1350,15;

Additional Comments:

The Admin folder in the Report Browser includes an Email Alerts by Address report.

KBA-01462; Last updated: October 18, 2016 at 12:35 pm;
Keywords:  alerts, email bounced back, email not delivered, email sent out