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 emailaddress 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 26 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 ruleswith higher priority and severity. Please verify the other rules with higher priority and validate the ruleconfiguration.
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”.
Third-party signature service isn’t working
Description: You are using a third-party signature service (like Exclaimer Cloud), but the signatures are not being applied since connecting to Trustifi.
Solution: This solution is based on the Exclaimer Cloud mail flow, but should also work for any similar signature service.
The signature service mail flow rule should come before any Trustifi mail flow rules in Exchange and must have “Stop processing rules” enabled. If you are using Trustifi for both outbound and inbound protection together with a third-party signature service, all 3 mail flow rules should have “Stop processing rules” enabled and the order should be as following:
- Signature service rule (e.g. Exclaimer Cloud)
- Trustifi outbound rule
- Trustifi inbound rule
Other
please contact our support team to mitigate the issue and find the right solution at support@trustificorp.com