On 5/9/2024 3:51 PM, Gellner, Oliver via mailop wrote:
On 09.05.2024 at 20:21 Jarland Donnell via mailop wrote:
Quick question for you experts. What do you find to be the most common root
cause for reports of emails not being received by Office 365 domains, when you
can confirm conclusively that Microsoft accepted the email? Obviously spam
folder delivery should rank high, but what else? Are there admin settings for
Office 365 organizations that result in emails being accepted by their servers
but not delivered to the recipients? Maybe quarantined somewhere?
To add more details to the already given answers based on my limited
experience. It’s a little bit more complicated:
- There is a spam folder in the mailbox of the recipient, called „Junk“. This
folder is accessible by the recipient, but many people do not actively monitor
it. The recipient does not get notified about new emails in the Junk folder.
- There are quarantines which are accessible by the recipient via a separate
website.
- There are quarantines which are not accessible by the recipient. Which
quarantines are accessible and which are not depends on the settings configured
by the tenant administrator and cannot be determined from outside.
- The difference between the Junk folder and the different quarantines is that
dangerous messages which contain malware or phishing links are supposed to end
up in one of the quarantines, whereas plain spam messages should go to the Junk
folder. Of course all of them can and do contain false positives.
- There are spam filters which move messages into hidden folders. While those
messages theoretically end up in the recipients mailbox, they cannot see or
access them, as long as they don’t mess around with the API.
- In the end, messages can also be dropped. Those are not accessible anymore by
anyone.
Trying to offer support for employees of another company, where you have no
insight into their IT landscape, is always difficult. I‘d give them the
timestamp and ID under which their MX accepted and acknowledged the message.
From there on their IT support should take over.
—
BR Oliver
________________________________
Let's also not forget the helpful Inbox views, "Focused Inbox", "Other",
and the
junk-folder-that's-really-not-a-junk-folder-but-is-considered-one-anyway,
"Clutter".
- Mark Alley
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