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Troubleshooting

Connector validation issues

Description: The issues below may cause the connector validation to fail (related to step 19 of the configuration section).


TLS authentication failed

Detailed Log: Couldn't validate the recipient's email server certificate. The certificate isn't signed by a trusted certificate authority.

Solution: You have selected the wrong certificate, please return to Step 17 of the configuration guide.


Email error

Detailed Log: The email you specified is an Office 365 mailbox, to validate this connector, please specify an email
address which is not hosted in Office 365.
Solution: Please use an email address which is not hosted in Office 365, for example - Gmail, Yahoo or Hotmail.
Please return to Step 20 of the configuration guide.


Domain does not exist

Detailed Log: 550 X.X.XYZ DNS domain bad-domain.com does not exist [Message=InfoDomainNonexistent]
[LastAttemptedServerName=bad-domain.com] [Your-Production.xyz-xyz.prod.protection.outlook.com]
Solution: The smart host address is wrong, please return to Step 15 of the configuration guide.


Failure to send message

Description: failing to send a message through the connector.

Solution: Please review all the configuration steps prior to the connector validation.


Emails sent without styles/formatting

Description: The emails may be sent using RTF formatting instead of HTML.

Solution: Please see step 25 of the configuration guide. (Disabling Rich-Text Format (RTF))


Automatic replies/forwarding doesn't work

Description: Automatic replies, automatic forwarding or "Out of Office" emails are not being sent.

Solution: Please see Step 27 of the configuration guide. (Support "Out of Office" (OOF))


Meeting invitations don't have reply options

Description: Meeting invitations are delivered, but do not contain the "Accept"/"Decline" reply options.

Solution: Please see Step 27 of the configuration guide. (Support "Out of Office" (OOF))


Email was sent without the Trustifi connector

Details: The message was sent and delivered to the recipient, but not using the Trustifi secure connector.
Note: All the symptoms below depend on your plan policy configuration, excluding the attachments.
Symptoms: No email wrapper, no Trustifi logo/footer or headline, attachments do not appear as a secure link, links do not have tracking.
Solution: The email flow transport rule is probably misconfigured, or the rule process is stopped by other rules
with higher priority and severity. Please verify the other rules with higher priority and validate the rule
configuration.

Please return to Step 28 of the configuration guide.


Email failed to be delivered

Details: The email was sent using the Trustifi connector but could not be delivered to the recipient.
Solution: Please validate the key and secret of the message headers in step 28 - of the configuration guide. If the header key and secret appear to be configured correctly, please contact our support.


New users are getting "Welcome" emails from Trustifi

Description: After the Email Relay connector was established, users are receiving "Welcome" emails from Trustifi after sending their first email. This is optional and can be disabled from the admin's dashboard.

Solution: Log in to the Trustifi web portal as the admin and navigate to "Outbound Management" > "Plan Settings". Scroll down to the "Email Relay integration" section and disable the toggle for "Send welcome email to new users"


Issues with delivering emails to groups

Description: Emails sent to groups are failing delivery or are being delivered multiple times.

Solution: Log in to the Trustifi web portal as the admin and navigate to "Outbound Management" > "Plan Settings". Scroll down to the "Mail Server Integration" section and click on "Import groups". You will need to log in with your Exchange admin credentials.


Issues with encrypting attachments

Description: Attachments are being encrypted automatically, even when no DLP rules were triggered.

Solution: Log in to the Trustifi web portal as the admin and navigate to "Outbound Management" > "Plan Settings". Scroll down to the "Email Relay integration" section and change the setting for "Attachment encryption policy".


Other

please contact our support team to mitigate the issue and find the right solution at support@trustificorp.com

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