Emails not being sent

[Osman]

Afternoon All,

As of 4.30pm, approximately, yesterday our instance is no longer sending emails, at all. As far as I am aware, this is all sent from the HornBill servers rather than from our own system. Can you confirm if there is an issue and if anyone else has been experiencing this?

Thanks

Osman

[Keith Stevenson]

@Osman
This appears to be failing as your SPF record for your domain no longer contains 

include:_spf.hornbill.com

Which is required for us to send on your behalf. You will need to ask your DNS admistrator to add it back 

This is outlined in the node section of 

https://docs.hornbill.com/esp-config/email/email-domains#option-1-dns-routing

Kind Regards

Hornbill Cloud Team 

[Osman]

Hi Keith,

Thanks for coming back to me so quickly. I have no idea how that has happened. We have reported an issue with the DKIM to completing the setup as it is stuck on verifying, but didn't realise there was also an SPF record issue.

Thanks

Osman 

[Osman]

Morning,

We have been looking at this today and I have been advised that a change was made on Tuesday to redirect our SPF records. Is this supported?

Thanks

Osman

[Keith Stevenson]

@Osman
Not entirely sure what you mean by redirect SPF records. We can now see that you have re-added the include _spf.hornbill.com so that will now function\send email. 

Kind Regards

Hornbill Cloud Team 

[Osman]

Hi Keith,

Basically, we are using an intermediary service to manage our SPF record, it seems thar HornBill is not capable of seeing this. We have added the record back in at the top level and email is now working again. Is there any way to identify what emails have failed so we may resend?

Thanks

Osman

[Keith Stevenson]

@Osman
When I looked yesterday I checked all SPF records and the chain (rather large) of other includes and none had the _spf.hornbill.com Include.. I did not check for the IPs contained in that as we look for the specifc string _spf.hornbill.com  (This is a sanity check as well to make sure the configured instance and its addresses are allowed to send from that domain )  in the top level or any other include (we do traverse) - Also just adding the IPs is a bad idea as at anytime we may decide to change the list but as long as you have the include you will always get the latest.  

Kind Regards

Hornbill Cloud Team 


 

[Osman]

Hi Keith,

Thanks for this, I will get it looked into, though I am certain the record exists in the chain. A bit of a related question, as it has frankly baffled me and there is no record of what was done. The setup of HornBill in our environment predates me. How does the email get from our organisation into HornBill? I have found the domain setting, I have found the Shared Mailbox setting. But I can't find the actual setting that gets the emails in the Shared Mailbox in the first place. There is no forwarding on the internal mailbox, nor a Hub Transport Rule on Exchange. I am at a loss.  The documentation here:

https://docs.hornbill.com/esp-config/email/shared-mailboxes#:~:text=Click on the Create Role,who are assigned this role.

States that an Inbound Mail Service needs to be setup, we have it, but it points to a HornBill IP address for live.hornbill.com, so I am a little confused.

The answer to this was requested as part of all the DMARC setup that led to this thread in the first place.

Thanks

Osman