Troubleshooting Tips

Make sure the Journaling Contact SMTP Email Address (journal address provided to you) is spelled correctly

Restart the Microsoft Exchange Transport Service.

Click Start and then click Run.

Type services.msc in the text box (a) and then click OK (b).

Locate and click the Microsoft Exchange Transport service (a) and then click Restart (b).

A pop-up window will display with the message "Microsoft Exchange Transport service is being restarted." When the pop-up window automatically disappears, you have successfully restarted the service.

Your firewall may be blocking outbound emails.

Many firewalls can block emails sent using TLS encryption, even if they are set to allow all outbound emails.

If you have a Cisco firewall, chances are very high that the ESMTP packet inspection is enabled and blocking the TLS-encrypted emails. For more information, visit Cisco support by clicking on the link below or copying and pasting it into your web browser. http://www.cisco.com/en/US/docs/security/asa/asa72/release/notes/asarn723.html#wp219670.

Verify there are no enabled Send Connectors utilizing the domain name of the contact being journaled to. Get-SendConnector | Where {$_.AddressSpaces –match "domain.com" If you get a match on one, then there is a send connector handling that domains email.

Check if you are having a connection issue.

Issue telnet to smarthost (i.e. telnet ssljournal.advisormail.net 25) this should return a 220 banner, seen in the figure below.

If emails are journaling, but some or all emails seem to archive incorrectly, check the following:

Add domain.com (shown on address space of send connector) to the remote domain tab under Organization Configuration > Hub Transport.

Click on the Format of original message sent as attachment to journal report tab.

On Exchange rich-text format select the Never use option.