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Proofpoint, Inc.

Email delivered, but not showing in logs

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Situation
  • Organization Admins are not able to find emails in the logs, after emails have been delivered in the user inbox.
  • Emails are getting quarantined, but they cannot be found in the logs to release them.
Solution

This often occurs after a discovered address start receiving or sending out emails. When new user accounts have been discovered they need to be found in the Discovered Users logs. In addition you can create users that have been discovered from the SMTP Discovery list.

  1. Find if the email account is in the Discovered User tab.
  2. Create the user from the SMTP Discovered List.

 

Finding emails for Discovered Users

  1. Click on Log Search
  2. Click on Discovered Users

Find if user is on the Discovered User tab

  1. Select Administration > User Management .
  2. Click SMTP Discovery.
  3. Click the dropdown menu and select Marked as Invalid List.
  4. Find the email on the list and check the box besides it.
  5. From the Select dropdown, select Remove from Invalid List.
  6. Click Apply.

Create a user from SMTP Discovered List

  1. Select Administration > User Management .
  2. Click SMTP Discovery.
  3. Click the dropdown menu and select Discovered List.
  4. Find the email on the list and check the box besides it.
  5. From the Select dropdown, select Create User Account or Create Functional Account (according to what you need)
  6. Click Apply.

 

Mail can take up to hour to start flowing after creation. 

You might want to consider disabling the SMTP Discovery feature from "Features" tab, especially if the domain has been online form more than 1 month.