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RoundCube randomly not forwarding email


fiedler
Asked:
2015-01-29 6:18 pm EST

Hits: 1,496
First I am an Inmoition customer. These are old-fashioned static sites, so no databases or programs run the sites. We forward 8 email addresses from a few of our domains on the same VPS to one email address. We use RoundCube to view them.
Random emails don't get forwarded. Some days nothing or very little gets through. Some days it all works normally. Tech support say the email servers are limited to 250 emails per hour. We are lucky to get 200 emails per day total for all 8 mail boxes combined. We also have one email that gets forwarded to an outside email. This is having the same issue. Inmotion Tech Support says there is nothing wrong. Could RoundCube the issue?
I have had all spam filtering off for a while and it didn't help. I just turned it back on to a low level. While it got rid of lots of spam, it didn't solve the mail forwarding problems.

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1

Arn
Staff
40,371 Points
2015-01-29 6:56 pm EST
Hello Fiedler,

Sorry for the problems with email. I spent some time looking at your mail logs and I also sent a test message to one of the accounts (info@) to see if it would respond. The email server is a program and it won't act like a physical machine where something might go bad and then it works sometimes and then other times it doesn't. Typically, when this is happening there are conditions that are causing that behavior from the program. Roundcube is an email client. You can use any client program to view email (including the 2 other webmail ones available to you for free: Horde and Squirrel Mail). They do not have anything to do with the delivery of the message other than to provide an interface for you to compose/read emails. They can also organize your emails for you depending on how you have the email client setup.

I could not find anything wrong with the delivery of emails to your account. I watched it react to an email live and it worked as it should. I could tell that it was forwarded. All actions (such as forwarding) are logged on the mail server. This doesn't mean that there isn't anything wrong. We may need more information. By default, all mail servers will normally report any error delivery with a bounce-back message. So, if someone has sent you an email, and the email didn't make it to you, then the sender should have received a bounce-back message explaining the problem (this is normal for ALL email delivery). If you can please provide us an bounce-back message, or the email address where the issue is continually happening, then we may be able to determine the problem. Check out Problems with Receiving Email for further information.

Please provide us a little more information on the issue and we would be happy to investigate the issue further. If you have any further questions or comments, please let us know.

Kindest regards,
Arnel C.

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You test email came through and all seems to be working today. I wonder if bursts of email are exceeding the mail server limit. I am curious how the mail server counts the 250 per hour and what happens when the limit is reached.
That would be one email every 14.4 seconds. It is entirely possible to get bursts of email faster than that.
Des it count for one hour and cut you off after 250, or are emails per minute limited?
Does filtered spam count towards the 250 per hour?
As you tech support pointed out, if one aggregates multiple email boxes, the allowable rate is divided by the number of email boxes.
It would make sense to buffer incoming email and feed it to individual mailboxes as time permits.
I wish we could get away from generic mailboxes like sales@ and info@ but our customers expect them to be there.
fiedler
19 Points
2015-01-30 11:56 am EST
Hello Fiedler,

If there are any issues with email exceeding a server limit, it would be logged in the error log. Email totals are per account and email simply is stopped from delivery for a period of time. So, if the server sending the email continues a sending attempt for up to 24 hours (or more), then the email probably would still be delivered, even though there was a short period of time where email was not permitted on an account because of the limit. The email limit is per hour not per minute. It's also for sending emails, not for receiving emails - so spam emails received do not count. In terms of the aggregation of mail accounts - it affects sending mail because you're trying to send multiple copies of email from multiple accounts at the SAME time.

I hope that helps to explain the mail process. If there is a problem with delivery, then make sure to contact the sender and ask for any bounce-back messages. They are key to identifying any delivery issues from the server.

If you have any further questions or comments, please let us know.

Regards,
Arnel C.
Arn
40,371 Points
Staff
2015-01-30 12:42 pm EST
Thank you for explaining it. We have never gotten a bounce-back or undeliverable message. I will keep an eye on it and see if any issues continue. I suspect some users a claiming delayed mail was undelivered.
fiedler
19 Points
2015-01-30 1:59 pm EST
Hello Fiedler,

You 've been specifying that emails aren't forwarding (randomly/intermittently). This would mean that it's a receiving issue as emails would be coming from somewhere else. This means that you would NOT be receiving the bounce-back messages if there was a problem with delivery. The SENDER of the email would get the bounce-back, not you. Please contact the email senders and ask if they're getting bounce back messages for emails that are being sent to you. We would need a copy of those bounce back messages to identify any specific issues with the mail server.

I hope this helps to answer your question, please let us know if you require any further assistance.

Regards,
Arnel C.
Arn
40,371 Points
Staff
2015-01-30 2:12 pm EST
Perhaps I am not being clear. There is no problem with emails getting to the Inmotion server from our customers. The issue is after the emails are in the Inmotion server and are supposed to be automatically forwarded from several of OUR mailboxes to another one of OUR mailboxes. Sometimes you will see several emails sitting in sales@. These should automatically be forwarded to inq@, but when you look at inq@, it is empty.
fiedler
19 Points
2015-01-30 2:30 pm EST
Hello Fiedler,

Forwarding occurs when the email is received - it's also logged. I observed the test message going through as well as the log entries that were created due to the successful delivery. The only way forwarding does not occur is if the conditions for the forwarding rule is not met, or if there other conditions on the server that cause the mail to stop.

If a message is not delivered, then, as I've mentioned earlier, a bounce message would be sent to the sender. This includes any failed forwarders.

I hope this help to clear up any confusion on the issue. If you have any further questions or comments, please let us know.

Regards,
Arnel C.
Arn
40,371 Points
Staff
2015-01-30 3:32 pm EST
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