Emails 'passing without processing' in log, but not received

NetHosted Customer Joined: 06 Jul 2006 Posts: 36

Hi, just wondering if anyone can help - I've been expecting an email after submitting a support request to another company, and hadn't received anything despite their assurance that they would reply within 24 hours - checked my log and the following line is shown a day or so ago:

May-16-11 02:00:35 17.254.6.192

do_not_reply@apple.com to: email@mydomain.co.uk passing without processing -- noProcessingIPs -- -----;

Obviously I've changed it to email@mydomain, but any ideas why it's not actually going into my inbox?

Thanks in advance!
Stuart.

NetHosted Staff Joined: 22 Mar 2004 Posts: 7017

Hi,

The log line you've given I've traced to an email that was delivered successfully and that I can see in your inbox. Perhaps not the right email?

Are you sure they've sent a reply? What's the company name/domain name? You can submit a ticket if you'd rather keep this information private.

Thanks,

Andrew

NetHosted Customer Joined: 06 Jul 2006 Posts: 36

Ah, my apologies, that's clearly me being dense - that particular email I've received, but was expecting a reply from Apple regarding a season pass that's not working properly.

I'm just a little concerned that some emails aren't reaching me for some reason, although I have no concrete evidence - I had to confirm my main email address with Apple a couple weeks back, got them to re-send the confirmation email over and over, but never received anything, yet when I changed my Apple account to use my old hotmail account, it arrived almost straight away. I'm worried that the same thing is happening here - any suggestions for what I can check?

NetHosted Staff Joined: 22 Mar 2004 Posts: 7017

Hi,

We don't reject any emails. If they didn't pass the spam verification checks they'd end up in your spambox.

Are you able to give us more details about any emails you feel are missing, I can take a look for you.

Thanks,

Andrew

NetHosted Customer Joined: 06 Jul 2006 Posts: 36

Well, I've just requested a new verification email to be sent to me by apple, I'll check my log, but if you can see anything I can't, I'd appreciate the assistance.

NetHosted Staff Joined: 22 Mar 2004 Posts: 7017

Hi,

I've taken a look. The verification emails are all coming through fine, but one of the filters you've setup via the cPanel Account Level Filtering tool is being triggered and causing the email to be deleted.

I'm afraid the logs don't show which filter is being triggered. I can temporarily remove all filters for you to test if you would like.

Thanks,

Andrew

NetHosted Customer Joined: 06 Jul 2006 Posts: 36

Ah, fantastic - I'd set up a filter to delete any emails containing the word 'verify', although it was supposed to also contain the word 'warcraft' (huge amounts of WoW spam a while back) but it seems to have disregarded the warcraft bit.

I've deleted the filter an all seems to be well!

Many thanks for your help, very much appreciated!

NetHosted Staff Joined: 22 Mar 2004 Posts: 7017

Glad we've got this one sorted

Thanks,

Andrew

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