Email does not reach me and the sender did not receive an error message

Email does not reach me

In this case, please ensure that the sender has not received an error message. The FireStorm SPAM filter does not delete emails! In the case of a SPAM message, our server does not accept the email from the sender, so that the sender’s server cannot send the email, or the email is stored in the SPAM folder Junk Email.

We use a 5-stage SPAM filter. You can configure Spamassassin (content filter) and MagicSpam (IP filter). Make sure that the email address in question is not included in one of these filters.

Instructions for editing the Spamassassin content filter can be found here: https://firestorm.ch/en/kb/spamfilter-plesk/

Instructions for editing the MagicSPAM IP filter can be found here: https://firestorm.ch/en/kb/spamfilter-magicspam/

If you would like us to carry out any research, we need the following information from you:

• the exact time of dispatch (date + time)
• Sender email address
• Recipient email address
• IP address of the sending mail server
• Log data / excerpt from the sending mail server (if possible)

Send the data to our support team so that we can investigate. Please note that we can only analyse emails from the last 24 hours.

The sender receives «554 5.7.1 Relay access denied»

This message means: the mail server to which the e-mail was sent is not set up as the recipient for your domain. Usually the MX record of the domain points to a server on which the domain is not (or no longer) set up as a mail domain, for example after a package change or a move, or the mail service is switched off for the domain. You can check this:

1. Is the domain set up in your hosting administration, and is the mail service activated for it under «Mail»?
2. Does the MX record of the domain point to the mail server of your package? You find the correct server name in your hosting administration. Check your records as described in the article Change DNS entries.
3. Watch out for typos in the address. An address such as info@www.example.ch does not exist, the correct one is info@example.ch.

If everything is correct and the error persists, open a ticket and attach the sender’s complete error message.