Email Delivery Problems Solved

Don’t get caught in the SPAM trap.
gmail

When you send an email from your Gmail or G Suite account you expect it to simply arrive in the recipient’s inbox, ready for them to read, right? It’s taken for granted that pressing send is all that’s needed to guarantee your email will arrive at the other end. It should be that easy shouldn’t it?

It should, but unfortunately it isn’t always the case…..

Getting emails into inboxes is becoming a constant uphill battle. I speak to people nearly every day of the week who are in a blind panic because their emails are being dumped in junk folders. With some even having their emails not being delivered at all.

The information below was written with G Suite and Gmail users in mind. But email delivery problems are in no way unique to Gmail. Delivery issues can occur with any email provider and can affect people who send only a few emails to their Aunt Mary, right up to large corporations sending the tens of thousands.

So no matter who you use to handle your outbound email, this blog post will help shed some light on the rather complex issues surrounding sending a simple email.

Common causes for emails being classified as spam & how to avoid them.

Companies and ISPs are adopting more aggressive spam filtering technology.

Spam filtering has come on leaps and bounds over the years, with self learning softwareJunk mail that works 24/7 to stop unwanted spam emails hitting your inbox.

Google recently reported

Gmail Now Blocks 99.9% of Spam and Phishing Emails, and that spam messages account between 50% and 70% percent of emails Gmail users receive on a daily basis.”

This gives you some idea to the scale of the spam and phishing epidemic around the world.

False Negatives

With over 205 Billion emails sent everyday, a percentage of emails are always going to be incorrectly processed. With some emails receiving a false negative and being marked as SPAM and others given a false positive and moved to the inbox. Due to technical advancements this isn’t as common as it used to be, but once in awhile an email will be classed incorrectly. (Normally marking the email as not spam or this is spam will help teach the self learning software)

Spammy Content

Try not to use spammy words in your emails, if you send an email to someone with a ton of marketing content then your spam score will be increased. If you forward an email you have received, this will also be read and the content given a score.

Email Marketing Sending Domain.email marketing

Don’t send your everyday emails (transactional emails) from the same domain name used for your email marketing emails. This is a common mistake and one that can cause your emails to be incorrectly marked as SPAM. Always use separate domain names for different types of emails.

Accidently Being Marked as SPAM

If recipients mark you email as SPAM, this will have a direct influence on the future delivery of your emails to them, others on the same domain and ISP and those mark as spamusing the same email provider. To prevent this from happening always be clear in the from name and subject line who the email is from. This will help prevent someone incorrectly clicking the dreaded THIS IS SPAM

Unscrupulous users

Unscrupulous users using Gmail to send SPAM and harmful emails and as Gmail’s IP addresses are shared, one user can effect another user’s reputation.

IP and Domain Name Block Lists

There are many self appointed anti spam organisations on the web that publish real time block lists. Which mail servers can subscribe to in an attempt to block unwanted email traffic. If your IP address or domain name are listed on one of these lists, the chances are you emails will be marked as SPAM or even rejected.

The Google abuse team monitor their own IP address ranges and would normally be aware of any potential problem long before you do, but it’s still worth you taking a look yourself to make sure everything is clear.

mx toolbox

You can check the main block lists via mxtoolbox.com. If you find yourself listed on one, visit the website(s) and look for the link to request a delisting and work through the process. Some companies like spamhaus.org will only accept delisting requests from the sending IP owner. If this is the case, contact Gmail or G Suite for guidance.

IP & Domain Sending Reputation

Every IP address that is associated with email traffic is monitored and given a sending score.

Receiving mail servers can check these scores to see the type and quality of emails associated with the IP, and based on the score decide how to class your email and if to deliver it or not. It works a bit like a credit score and is now used by most email providers. Some of which will block emails who exceed a certain score threshold.

senderscore.org

Companies like SenderScore and BrightCloud are good sites to see what’s happening with your IP address and domain name. Take into account that if you are sending through Gmail or G Suite the email messages are being routed via their mail servers and IP addresses. So even though you may be able to view the score and any associated issues, you may not be able to request a problem to be fixed. In this instance you would need to contact Gmail or G Suite directly asking them to help.

SPF, DKIM and DMARC Records

Your domain’s DNS plays an important part in ensuring your emails are correctly delivered. In the age of domain spoofing, phishing attacks and unsolicited email, SPF, DKIM and DMARC records are all essential. If someone spoofs your domain name to send SPAM, the effects can be devastating. An hours work now can save you a lot of time and trouble in the future.

I haven’t gone into too much detail as to what each one does but I have included links for further reading. I will cover these in further blog posts as each one needs it’s own detailed explaining.

SPF – Sender Policy Framework

http://www.openspf.org/

spf-logo-large

“The Sender Policy Framework (SPF) is an open standard specifying a technical method to prevent sender address forgery. More precisely, the current version of SPF — called SPFv1 or SPF Classic — protects the envelope sender address, which is used for the delivery of messages. See the box on the right for a quick explanation of the different types of sender addresses in e-mails.”

If you use Gmail or G Suite exclusively to route your email, then you would add a TXT record to your domain names DNS,  the SPF record would look like this:

v=spf1 include:_spf.google.com ~all

Further reading can be done on the SPF website at http://www.openspf.org/Introduction and detailed setup instructions for Gmail and G Suite can be found at https://support.google.com/a/answer/178723?hl=en

DKIM – DomainKeys Identified Mail

http://www.dkim.org/

dkim

“DKIM works by “signing” the email with a digital signature, a field that is added to the message’s header. A “signature” is generated by the sending mail transfer agent (MTA) using an algorithm, applied to the content of the signed fields, which creates a unique string of characters, a “hash value.” When the signature is generated, the public key used to generate it is stored at the listed domain.”

DKIM may sound a little complex, but Google make the setup very easy by generating the DKIM keys that need to be added to your domain for you. Note that you need a separate DKIM key for each domain you use for sending emails from G Suite.

Detailed setup instructions can be found at https://support.google.com/a/answer/174126?hl=en

DMARC – Domain-based Message Authentication, Reporting & Conformance.

https://dmarc.org/

dmarc logo

“DKIM is an email authentication, policy, and reporting protocol. It builds on the widely deployed SPF and DKIM protocols, adding linkage to the author (“From:”) domain name, published policies for recipient handling of authentication failures, and reporting from receivers to senders, to improve and monitor protection of the domain from fraudulent email.”

A detailed guide can be found https://support.google.com/a/answer/2466563?hl=en

You can also read my earlier article, what is DMARC

Further Advice

Setting up DKIM, DMARC and SPF will help solve most email delivery problems, or at least point you in the right direction. Google do their utmost to monitor their IP reputation and remove any unscrupulous users who cause harm to their network. But the onus really does fall on you or your G Suite administrator, to keep a watchful eye on your domains reputation and compliancy.

Abuse@ and Postmaster@

Email best practice stipulates that all email sending domains need both as abuse@ and postmaster@ email address attached to them. You need to make sure you have abuse@ and postmaster@ alias names setup on all of your sending domains, Google doesn’t allow you to add these as standard alias names, but lucky for you, I don’t get out much so have already written an article that covers setting up postmaster and abuse email alias names on G Suite using Google Groups.

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Common Google G Suite Misconceptions

Google G Suite

Google G Suite is a set of Powerful Online Office Tools powered by Google with pricing starting from £3.30 per user per month.

Available G Suite Modules

Gmail Calendar Google+ Hangouts Meet
Docs Sheets Forms Slides
Sites Drive Cloud Search Admin
Vault Mobile G Suite Training

G Suite is fast becoming a real contender to the Microsoft’s Office 365 market, but still many people are lost in the Microsoft bubble. Worried that a move away from Office could be a risky one or that G Suite can’t offer the same corporate grade solution or support. There are some misconceptions about Google G Suite which I wanted to clear up.

Common Misconceptions

1 – “G Suite is only suitable for one man bands or small companies”

small businessUntrue, some Major UK companies have taken the jump and moved over to G Suite recently, these include Ocado, Spotify, Rentokil Initial, Veolia and ASICS…

2 – “We don’t want to send our business emails with Google or Gmail branding included

G Suite allows you to manage multiple domains within your Gmail account. People receiving emails from you won’t see any @gmail or other Google branding within the emails. All emails are sent from you@yourdomain.com

email

3 – “G Suite don’t offer real business support, they direct people to community run forums”

Also untrue, all paid G Suite accounts come with email, live chat and telephone support. Google work 24/7 and reply normally within an hour or two. As the administrator of your G Suite account you will also be provided with a whole host of resources to help manage your users. G Suite offers a 99.9% Service Level Agreement (SLA) for covered services, see https://gsuite.google.com/intl/en-GB/terms/sla.html

4 – “My business is regulated and I need to show I am compliant, G Suite doesn’t offer such a service does it?”

My guess is you haven’t heard of Google Vault?

google vaultVault if an archiving and eDiscovery Suite that lets you Manage, retain, search and export your organisation’s email and on-the-record chats. More details can be found here

5 – “We have to login to Gmail to manage our email, our users are all used to Microsoft Outlook”

Gmail.com is the web client that allows you and your company’s users manage their email via a browser. But you can still use local email clients like Outlook, Mac Mail and Thunderbird. There are also mobile apps for Apple iPhone and Android devices.

6 – “I’ll need to still keep Microsoft Word, Excel and Powerpoint as G Suite isn’t compatible with Microsoft?”

We’ve found that many of our customers are able to eliminate their existing productivity suites and rely exclusively on G Suite to create different kinds of files, including text compatabilitydocuments, spreadsheets and presentations. G Suite is also compatible with files made in other programs, such as Microsoft Office.

7 – “Moving to G Suite will mean losing all my existing email communication, contacts and calendar data”

There are a few options, small migrations can be accomplished by using the G Suite Migration for Microsoft Outlook® https://tools.google.com/dlpage/outlookmigration or one of the methods listed on G Suite’s Simple import of mail, contacts, and calendars page https://support.google.com/a/answer/6364709

For Exchange there is the G Suite Migration for Microsoft® Exchange tool https://tools.google.com/dlpage/exchangemigration as other options for larger imports.See https://support.google.com/a/answer/6251069Available Migrations:

  • Microsoft Exchange 2003, 2007, and 2010
  • Microsoft Exchange 2013
  • Office 365™
  • IMAP servers such as Novell Groupwise®, Courier, Dovecot, and Zimbra
  • ISPs that support IMAP, such as GoDaddy®
  • Other G Suite or Gmail accounts
  • Personal storage table (PST) folders

8 – “Gmail doesn’t use folders or shared folders but labels, this sounds all very complicated”

In Gmail you can organize your emails by setting up labels. Labels work like folders, but you can add more than one label to a message. Labels help you find emails quickly and stay organised, you can also setup rules to automatically apply labels to incoming emails.

You can signup for a Google G Suite trial here and if you are interested in moving to G Suite then give me a shout and i’ll email you a discount code to enable you to receive 20% off your first years subscription charges.

Was this article helpful?

paul o'brien

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