Occasionally, Support may ask you for your complete headers. Complete headers are used to trace the path of an email message. The data contained in these headers is important for troubleshooting purposes.

Most mail clients have special ways of retrieving complete headers. Below are some basic instructions to retrieve the headers from a message. If your email program is not mentioned, you will need to check your mail client's user manual or Help section for information on how to extract complete headers.

Select your version of mail client or Webmail or check out the headers example:

Outlook 2010 Outlook Express
 
Outlook Web App 2010              Outlook 2011  
  Mail  
Outlook 2007 Entourage  
Outlook Web Access 2007    
  Thunderbird  
Outlook 2013 RoundCube  
Outlook Web App 2013 Horde  

Outlook 2010: Open the message and go to File > Info and click on Properties.

Outlook 2010 headers
Go back to top

Outlook 2007: Open the message in a separate window and go to Options.

outlook 2007 headers
Go back to top

Outlook 2013: Open the messge in a new window, go to File > Info and click on Properties:

outlook 2013

outlook 2013 headers
Go back to top

Outlook Web App 2010: Double-click on the message to open it and click on Message Detailssign on the top menu:

owa headers
Go back to top

Outlook Web Access 2007: Open the message and click on Message Details sign on the top menu (works only in the full version of OWA 2007):

owa headers
Go back to top

Outlook Web App 2013: Open the message in a new window, click on Settings sign and select View Message Details:

owa headers
Go back to top

Outlook 2011: Right-click on the message in the message list and go to View Source:

owa headers
Go back to top

Mail: Select the message and choose View > Message > All Headers or Raw Source:

Mac Mail headers

Go back to top

 

Outlook Express: Open the message and go to File > Properties > Details:

Mac Mail headers

Go back to top

Thunderbird: Double-click on the message and go to View > Message Source:

thunderbird headers

Go back to top

Entourage: Select the message and go to Message > Source:

entourage headers
Go back to top

RoundCube: Select the message and choose More Actions... > Source:

webmail headers

Go back to top

Horde: Select the message and choose Headers > Show All Headers:

horde headers

Go back to top

Note: If you have an Exchange 2003 mailbox and are using Microsoft Outlook, messages that are being delivered locally, meaning that the recipient has a mailbox on the same Exchange server, will NOT have any headers. Only messages that are being transmitted over the Internet (via SMTP) will have Internet headers. If you have been asked by Support to provide headers for such a message, let them know there are no headers because it is on the server.

Once you have retreived the headers, use Copy and Paste features to put the information into an email message to your Technical Support team.

Additional information: Complete headers are always more than 5 lines, and should have at least one "received" line. They should look something like this:

Received: from mail.somedomain.name ([192.168.182.35]) by mail.yourdomain.name with Microsoft SMTPSVC(5.0.2195.5329);
Mon, 19 May 2003 20:58:16 -0700
Received: from SomeGuy (unverified [255.255.255.255]) by mail.somedomain.name (Rockliffe SMTPRA 4.5.6) with SMTP id <B0227914922@mail.somedomain.name> for <you@yourdomain.name>
Mon, 19 May 2003 20:28:12 -0700
Message-ID: <000d01c31e7f$d5f94970$23b693cc@JAB>
Reply-To: "TEST" <testbox@thisisadomain.name>
From: "TEST" <testbox@thisisadomain.name>
To: <you@yourdomain.name>
Subject: test
Date: Mon, 19 May 2003 20:28:09 -0700
MIME-Version: 1.0
Content-Type: multipart/alternative;
boundary="----=_NextPart_000_000A_01C31E45.2981E060"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 6.00.2600.0000
X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2600.0000
Return-Path: testbox@thisisadomain.name
X-OriginalArrivalTime: 20 May 2003 03:58:16.0450 (UTC) FILETIME=[0AEFA620:01C31E84]

------=_NextPart_000_000A_01C31E45.2981E060
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

------=_NextPart_000_000A_01C31E45.2981E060
Content-Type: text/html;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

------=_NextPart_000_000A_01C31E45.2981E060-- 

Go back to top