Troubleshooting

Troubleshooting

The section aims to help the admins locate and troubleshoot the common issues and to check the administrative logs for the organization. 

Audit Logs

Many enterprises have multiple administrators and hence to track any action of the admin or for recording purposes, the actions are recorded under logs. Hence any action like creating a user, deleting a user, creating aliases, groups etc are recorded in the logs and the logs can be just retrieved whenever required. The administrator can search by action, admin user, date or by the entity on which the action was performed. 

Steps to locate Audit Logs: 

  1. Login to www.zoho.com/mail as administrator
  2. Click Control Panel >> Troubleshoot >> Audit Logs 
  3. You can search by the category, entity, admin user or by date to get the logs. 

Blocked Accounts

The administrator can view the list of accounts that get blocked due to any restrictions in this section. The administrator can unblock the blocked accounts or even block an account based on his requirements.

Steps to unblock accounts:

  1. Login to www.zoho.com/mail as Super Administrator/ Administrator
  2. Click Control Panel >> Troubleshoot >> Blocked accounts
  3. The list of accounts blocked will be listed there along with the reason. 
  4. Select the accounts to be unblocked and select 'Unblock'. 

Steps to block accounts:

Sometimes due to various reasons, the administrator may need to block an account from sending out emails or from receiving emails. The administrator can block the account from the Mail Accounts section or from troubleshoot section. 

  1. Login to www.zoho.com/mail as Super Administrator/ Administrator
  2. Click Control Panel >> Troubleshoot >> Blocked accounts
  3. Select 'Block New account' and provide the email address for which you want to block. 
  4. Both Incoming and Outgoing will be disabled for the selected account.

Retry Mails

When the emails are sent from your account, in case the recipient server does not accept the emails due to temporary errors, such emails will be moved to Retry queues. The emails will not be bounced back to senders for temporary errors (451.x.x). 

The mails sent from the domain to outside mail servers may sometimes be bounced due to some temporary errors in the recipient servers. Such mails will not be bounced to senders, but will queue up in the Retry Mail list. The sender will receive an email with the reason, after 4 hours. 

"Message sending has temporarily failed and would be tried for another x days. Message will be permanently failed if all the attempts are unsuccessful."

The emails will be automatically tried at a predefined interval automatically.

In the Retry Mails page, the administrator can view the mails in the retry queue, validate the headers and also remove the retries if required. The list will have the information of the sender, recipient, Last retry time, Reason for delivery delay and also header information. The Administrator can  manually retry sending by selecting the messages and using the Retry option.

The option is useful, when mails to a particular valid domain, get bounced due to a temporary server issue at the recipient end. In such a case, administrator can select all the mails addressed to that domain and Select Retry Sending, which would avoid mails bounced back to the senders.

  1. Login to www.zoho.com/mail as Super Administrator/ Administrator
  2. Click Control Panel >> Troubleshoot >> Retry Mail
  3. Select the list if emails in the retry queue and retry / delete the entries. 

Users without mailbox

When you create users, if the email hosting was in disabled state or if you did not choose the option to create mail accounts for the user, the user will not have email account in Zoho, but will be able to login. The user will see a message in the screen to request the admin for a mail box. The administrator can create mail accounts for such users from this section. 

  1. Login to www.zoho.com/mail as Super Administrator/ Administrator
  2. Click Control Panel >> Troubleshoot >> Users without mailbox
  3. The accounts that do not have any mail account will be listed in the section
  4. You can select multiple users from the list and select 'Create Mail Account' link from the top or just create an account for a single user.

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