Knowledgebase
How do I know my Encrypted email was sent?
Situation

How do I know my messages are going through encryption properly?

  • My message is stuck as queued after I sent through Encryption
  • Why is my mail not being encrypted?
Solution

Here is how to check items for encryption.

  1. Outbound relay check
  2. Check for inbound mail relay
  3. Sending server list check
  4. Check that encryption is enabled
  5. Check outbound filter criteria is met
  6. Message stuck in a queued state
  7. Decision tree for the above items

Outbound relay check

Encryption works on outbound email only. The first thing to look at is if the relay for outbound mail is enabled.

  1. From the user interface go to Company Settings > Features
  2. Check the setting for Enable Outbound relaying
  3. Is the box next to it checked?
  • If it is unchecked, you are not configured to send outbound mail through Essentials. Check the box and Save.
  • If it is checked, go to the next section.

Check for inbound mail relay

Outbound mail relay will not work unless the inbound mail relay is enabled.

  1. From the user interface go to Company Settings > Domains
  2. In the Domains section, ensure that the domains you are sending on has the relay on.
    1. Relay is on by the slider bar showing green.
  • If it is not green, go through the relay enable process
  • If it is green, go to the next section

Sending server list check

When outbound relay is enabled, you must configure the outbound IP list to send email. We require your outbound public IP(s) of your mail servers to help authenticate relay.

  1. From the user interface go to Company Settings > Domains
  2. In the Sending Servers section, ensure that there are IPs entered in, or the Manage Hosted Services is checked
    1. Managed Hosted Services is for one of 2 hosting providers
  • If no IP(s) or Hosted Services are set, this needs to be entered in.
  • If there are IP(s) or Hosted Services are set check below first, then go to the next section
    • Confirm that the correct IPs are entered
    • Ensure the proper hosted services is checked

Check that encryption is enabled

Please see this KB for: How to set-up Email Encryption

  • Ensure that encryption is enabled.
  • Ensure that the filters are created and enabled.

Check outbound filter criteria is met

From the previous step, filters were created via the set-up KB.

  • Support can easily verify subject term encryption
  • Plug-in filter encryption is more.
    • Please contact support if you are using the plug-in for encryption
  • Other subject filter can verify still
  • DLP term filters are more difficult to troubleshoot.
    • Customer will need to verify the DLP term condition was met
  • Other term filters may not be easily verified
    • Customer will need to review the message and the appropriate term used.

Once all terms configurations are reviewed, go to the next section.

Message stuck in a queued state

Encryption takes some time. It can take up to 10 minutes for an email to be encrypted.

  • If the message is stuck in a queued state, wait 10 minutes.
  • If it has been more than 10 minutes and still queued, contact support.
  • If it has been more than 10 minutes, and message shows as delivered, the message delivered fine.

Outbound relay check

Please see this diagram for a walk through of where you are in the process of sending an encrypted email.

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