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Tools and techniques for monitoring delivery
*Using Detailed Logs for Troubleshooting* The big idea here is to create a version of our Troubleshooting guide that’s more Postmark-specific. In general, our guides are service-agnostic, but there’s a lot of powerful tools in Postmark that can make troubleshooting easier. We’d want to draw attention to the guide, but then this blog posts should focus specifically on where to find the solutions to these problems within Postmark.
*What are the standard problems when it comes to delivery?* Understanding these helps understand the layers of troubleshooting. i.e. Don’t start researching the most unlikely problem. - Filtering (I.e. Technically “delivered” but to spam, promotions tab, etc.) - Bounces (I.e. Typos or mail boxes that no longer exist.) - Over-aggressive systems-level filters. (I.e. Overaggressive corporate firewalls)
*Postmark Logs* - Events - Processed, Delivered, Bounced, Opened, Clicked - Content - Reviewing the full content of an email often exposes content that may have triggered spam filters
*Troubleshooting steps*
- What can you look into from your end?
- Was the email sent? (Sometimes people expect an email when one
shouldn’t have been sent or hasn’t been sent.)
- How long has it ben? (Sometimes, delays happen. Either with ESP issues,
receiving mail server issues, or something else entirely.)
- Was it “delivered” (really “accepted by the mail server” is a better
phrase. Delivery doesn’t imply that it was passed to the inbox.)
- Did it go to spam or a promotional tab?
- Was there anything in the content that seems likely to trigger a spam
filter? (Sometimes, there’s incredibly unlikely things like phone numbers
or addresses that trigger the filters, but that’s less likely, so we
investigate that later.) Postmark’s spam check tool is often handy here.
- Were their attachments? Files like docx and other attack vectors are
often blocked by default from uknown sources.
- Verify authentication (SPF, DKIM, DMARC)
- If all else fails, check Google Postmark tools
- What can the recipient look into from their end if you don’t see any
obvious problems?
- Have them check their spam folder and promotional tabs if relevant
- Have the recipient reach out to their IT department with the delivery
details to have them investigate.
- If relevant, have the recipient ask their IT department to whitelist
the address, domain, or IPs depending on how their firewall works.
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