Knowledgebase
Basic Troubleshooting of Mail Flow Issues

Before jumping straight into the troubleshooting process, it is a good idea to gather some basic information about the problem. Taking a few minutes to better understand exactly how the mail flow issue is impacting the organization can help you to narrow down the possible causes of the problem, and may reduce the overall troubleshooting time. Some of the key questions that are recommended answering up front include:

  • Are all of the users affected by the problem, or does the problem only impact some users?
  • If only some users are affected, then what do those users have in common with one another? Are all of their mailboxes on the same server?
  • Does the problem occur with all mail flow, or is it limited to a specific type of mail, such as mail coming in from the Internet?
  • When did the problem start? Did any other significant events occur around that time, such as a patch being applied, or a piece of hardware failing?
  • Is Exchange displaying any error messages?

These are all questions that you should use as a basic guideline in attempting to determine the cause of the issue.

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