With Email Protection you can run a message trace for emails that have passed through its mail filters.

Note: Email Protection Email Tracking will not show emails that have failed the basic connection checks. Read the Knowledge Base article Email Protection for Exchange for more information on these checks. Please contact Support or submit a Message Tracking request if you were unable to locate the messages in question with use of Email Protection Email Tracking.

When Email Protection checks a message against email threads:

  • first it gathers all the information about the email from filtering engines 
  • then, depending on the Email Protection settings used on your account, it takes a corresponding action or routes an email to a user's mailbox if it has successfully passed through all checks

To learn more about the logic of Email Protection email filtering and email categorization, read the Knowledge Base article on Email Protection: Understanding Categories.

To track emails across all mailboxes, navigate to HostPilot > Services > Email Protection > Email Management > Email tracking.

Accessing Message Tracking

You will be redirected to a web app.

Inbound Email Tracking

Here you can track individual inbound emails, check the current delivery status, see a detailed explanation of how an email has been processed as well as to release a specific message if it has got into Admin Quarantine.

Note: email data is stored for the last 30 days only.

Message Tracking Main Page

To start a new search, fill out the necessary fields and adjust the search criteria so it would meet your search inquiry and hit Search. The following search criteria can be adjusted:

  • Search by To address
  • Search by From address
  • Search by Subject (keyword search)
  • Search by Date From and by Date To
    Note:
    you can go back to one month only.
  • Search by Time From and by Time To

To filter inbound emails by a specific category, select the desired category from the ones presented below:

  • Legitimate
  • Certain Spam
  • Probable Spam
  • Marketing
  • Phishing
  • Error (Email Protection encountered an irrevocable error during the scanning process. All messages with this category are delivered to the Admin Quarantine)
  • Dangerous Attachment
  • Virus
  • Uncategorized (Engine scanning was not performed, and the message will not be subjected to any additional processing. Messages sent from Blocked Senders will receive this category and will be dropped)
  • Failed Authentication (read the KB article Email Protection: Email Authentication for more information)

To learn more about the logic of Email Protection email filtering and email categorization, read the Knowledge Base article on Email Protection: Understanding Categories.

To filter inbound emails by their initial delivery type, select any of the following options:

  • Admin Quarantine
  • User Quarantine/Junk Email Folder
  • Delivered
  • Dropped

Here is an example of what the search results might look like:

Search Results

If you expand a message by clicking on it, you will see the detailed information about its life cycle as well as learn about where it was sent from.  If your Email Protection package includes Anti-Spoofing and Anti-Phishing Policies and if phishing checks are enabled, you will also see the Phishing checks section:

Phishing Checks

For emails delivered to Admin or User Quarantine Account Administrator can download the original email in EML format by going into email details and clicking on the Download Original Email button.

If email was delivered to Admin Quarantine following actions can be performed right from the Email Tracking tool:

  • Click on the Release button to release email to the recipient
  • Click on the Send to Someone in your company button if you would like to release a message to your own mailbox or someone else in your company

If the message was released or deleted from User Quarantine, you can Restore it by pressing the corresponding button next to it.

Note: Date and Time of search results are reflected according to the Time Zone selected in Services > Email Protection > Settings > User Default Settings.

If you have a specific message ID for the message you would like to track, click on Have a Message ID?, put in the message ID and hit Search. Click on Back to search if you would like to get back to the main page.

Tracking by message ID

Outbound Email Tracking

Important: Outbound Email Tracking is available only as a part of the Email Protection + DLP package.

If your plan includes outbound filtering, you will also see the Outbound tab under the Email Tracking section.

Outbound email tracking

Here you can track individual outbound emails, check the current delivery status and see a detailed explanation of how an email has been processed as well as to release a specific message if it has got into Admin Quarantine.

Note: email data is stored for the last 30 days only.

To start a new search, fill out the necessary fields and adjust the search criteria so it would meet your search inquiry and hit Search. The following search criteria can be adjusted:

  • Search by To address
  • Search by From address
  • Search by Subject
  • Search by Date From and by Date To
    Note: 
    you can go back to one month only.
  • Search by Time From and by Time To

To filter outbound emails by a specific category, select the desired category from the ones presented below:

  • Legitimate
  • Certain Spam
  • Probable Spam
  • Virus
  • Error
  • Uncategorized (Engine scanning was not performed, and the message will not be subjected to any additional processing. Messages sent from Blocked Senders will receive this category and will be dropped)
  • Dangerous Attachments
  • Content

To filter outbound emails by their initial delivery status, select any of the following options:

  • Admin Quarantine
  • Delivered
  • Dropped

If you have a specific message ID for the outbound message you would like to track, click on Have a Message ID?, put in the message ID and hit Search. Click on Back to search if you would like to get back to the main page.

Outbound Message ID