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If you’re running into issues with messages being delivered to the incorrect location or receiving bouncebacks, performing a message trace is a crucial step in determining the core issue. Message traces are also extremely useful when engaging with INKY’s support team.
Trace a Message
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Log in to the Microsoft 365 Exchange Admin Center
Select Mail Flow > Message Trace on the left-hand menu
Select Start a Trace
You can search using the following parameters:Message ID
FROM address
TO Address
Messages that were routed to INKY will have (2) entries. The first entry is the message traversing from Microsoft 365 to INKY. The second will show the message traversing from INKY to the destination mailbox.
Message Routed To INKY
Message Routed To Recipient’s Inbox
If there are more or less than (2) entries in the message trace, be sure to include this information when engaging with INKY support. If you notice any “Failed” attempts, please also include this information.
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