Internal - What do I do if a customer is not receiving our emails from SASP/OMS ?

October 5, 2018

What do I do if a customer is not receiving our emails from SASP/OMS ?

  1. First, customers must whitelist (.151, .176, .132, .148) if they are not getting our emails,,,
  2. Check to make sure they are supposed to be getting emails. If this is regarding an expiration notification then check with the DBA first to make sure that they are still subscribed to notifications.
  3. Send an email from your email address to [email protected] and request a trace. Include the email address and time range for them to search. Copy the appropriate distribution list so that you are not the only one who gets the info back.
  4. ITHelpdesk will send you the excerpt from the mail logs as you requested (see below for sample output).
  5. Update customer's ticket with the info you received back when you contacted IThelpdesk.

Example Email to send to IThelpdesk:


  • Request email trace on {customers's email address}



Customer claims to be not receiving our emails. May I please see an excerpt from the mail logs?


Date(s): DATE RANGE IN QUESTION (e.g. Today, 1 January 1970)

Approx Time (GMT):

-- Any other details you would like to add --

Example output from NOC

2012-08-21 21:40:14.370536500 new msg 256116
2012-08-21 21:40:14.370572500 info msg 256116: bytes 6099 from <[email protected]> qp 12648 uid 1008
2012-08-21 21:40:14.742679500 starting delivery 221698: msg 256116 to remote [email protected]
2012-08-21 21:40:20.751046500 delivery 221698: success:
2012-08-21 21:40:20.751555500 end msg 256116

Key Line: success:

Translation: This means the remote host (customer's mail server's IP) has accepted the message (Remote_host_said:_250_ok). Its messageID on the customer's mail server is1875998702.


The opt out link on an email to a reseller will only disable the notifications for the one certificate/domain the email is referring to. The only way to stop renewal notifications to resellers is by hard coding an exception for them in the script.

For reference the opt out link on a renewal notification email to direct customers will stop all emails to them marketing and renewal notifications. The opt out link on a none renewal notification email to direct customers will stop only marketing emails, renewal notifications will still get sent.

Emails coming direct from SASP like DCV and Issuance are not affected by these opt outs.


~ $ host -t txt descriptive text "v=spf1 mx -all"
~ $
~ $ host -t txt descriptive text "v=spf1 ip4: ip4: ip6:2a02:1788::/32 -all"
~ $
As you can see, forward and reverse IPv4 & IPv6 DNS records for Comodo's mail servers.
RFC7208 is about SPF (not DKIM), and we comply completely.
We don't DKIM sign anything. In its current form, DKIM is useless.