Mail Delivery Report Not Available in ECP for Exchange 2019

Moshiur (Moshiur Khan) 40

I’m experiencing an issue where delivery report information is no longer available for incoming emails in ECP. Occasionally, internal mail information appears in the delivery report, but not consistently. External mail information, however, never shows up.

Our Exchange 2019 environment includes Edge Servers, a Reverse Proxy with WAF, and a Mail Security Gateway in the email flow architecture. I have verified the following:

Verified that message trace in the Management Shell correctly shows both external and internal mail logs.

All servers are up-to-date with the latest Cumulative Updates (CUs), Security Updates (SUs), and hotfixes.

The default retention period for message logs is correctly configured.

Message tracking is enabled on all Exchange servers, and I have shared the configuration details below:

I am sharing two screenshots for the delivery report (Internal and External)

For external email: In delivery report show the message has been transferred one server to another server but email store location is not showing.

For internal email: in delivery report shows different information at different times.

What should I check, and what are the possible reasons for this issue? I hope for your guidance to help resolve the problem.

1 answer

Jake Zhang-MSFT 6,465 Reputation points Microsoft Vendor

2024-10-16T08:11:45.84+00:00
Hi @Moshiur (Moshiur Khan) ,

Welcome to the Microsoft Q&A platform!

Based on your description, you are experiencing issues with delivery report information in ECP. Here are some steps and considerations that may help you diagnose and resolve the issue:

Make sure that the delivery report configuration in ECP is set up correctly to display the information you need. Sometimes, settings can be changed inadvertently.

Verify that the account you are using has the required permissions to view internal and external email delivery reports.

Since message tracking is enabled and logs are configured correctly, double-check the log path and make sure that the logs are written to the expected location.

Make sure that the time on all servers is synchronized. Time differences can sometimes cause log correlation issues.

Check if there is any security software on the server that is interfering with the recording or display of delivery reports.

If you have any custom transport agents installed, make sure they are not affecting the generation of delivery reports.

Check the configuration of reverse proxies and WAFs. Make sure they are not blocking or changing traffic in a way that affects delivery reports.

Likewise, check the mail security gateway configuration to make sure it is not interfering with the recording of delivery reports.

Consider resetting the ECP virtual directory. Sometimes, issues with the virtual directory can cause issues with the display of information in ECP.

Try to reproduce the issue while running message tracing in real time to see if you can catch any exceptions.

By following these steps, you should be able to narrow down the cause of the issue and find a solution.

Please feel free to contact me for any updates. And if this helps, don't forget to mark it as an answer.

Best,

Jake Zhang
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Moshiur (Moshiur Khan) 40 Reputation points

2024-10-20T07:07:10.5966667+00:00

Hey Jake,

Thanks as always for the quick reach.
Here's a bit of feedback from my end.

The delivery report configuration in ECP seems correct, as delivery reports sometimes show for internal mail.

I have the necessary permissions.

Yes, message tracking is enabled, and the logs are correctly configured. I verified this early on.

Time synchronization is accurate.

There is an antivirus in the environment. I tested the system after disabling it, but the issue persisted.

There are no custom transport agents.

I have a question regarding the reverse proxies and WAFs. The issue sometimes occurs with internal mail communication, so I don't believe the reverse proxies or WAFs are causing the problem. If you have further details, please share them with me.

How can this issue be related to Mail Security configuration? Please provide insights and key points to check.

I have applied a CAS update for the ECP on the new server, but this issue has persisted since the old servers (before the migration).

There are no issues with message tracing in the Exchange Management Shell.

Hoping you could provide some further trouble shooting steps~~~

Dipto Adhikary 0 Reputation points

2024-10-21T08:10:39.2+00:00

@Jake Zhang-MSFT

We are waiting for response the recent comment of Moshiur (Moshiur Khan)

Jake Zhang-MSFT 6,465 Reputation points Microsoft Vendor

2024-10-21T09:44:41.14+00:00

Hi @Moshiur (Moshiur Khan) ,

Thank you for your detailed feedback. According to the other information you provided, there are some further failure steps and insights:

Although reverse proxy and WAF cause internal email problems, it is still less likely to check any abnormal or prevented requests related to whether the log is related to the problem you encounter. Make sure the necessary titles and information is to correctly convey.

Mail security gateway may be modified or diveted some of the head or information required for the correct delivery report. Check whether the configuration may affect the title or content of the email. Find the settings that may be interfered with records or reports.

Since this problem has always existed on the server, and after the CAS is updated, the problem may be in the configuration or the specific settings that have been carried. Check the ECP and OWA virtual directory settings carefully. If not yet, consider resetting them.

Even if the message tracking log is correctly configured, there may be differences in the way to query or display in the ECP. Compare the logs of the managed shell with the content displayed in ECP to identify any inconsistencies.

Re -access the event log on the switching server, specifically find any warning or error related to ECP, delivery report or message tracking. These logs may provide more context or specific error messages to help find out the problem.

Make sure that there is no network problem or error configuration, which may cause intermittent connection between customers and access to ECP customers.

If you are using a load balancer, check your configuration and log. Make sure the meeting continues correctly and will not misunderstand the request.

If you are using DAG, make sure that copying and fault transfer work normally. Database copies of inconsistent databases may cause delivery reports to generate problems.

Surveillance exchange performance count, especially the counters related to ECP and message tracking to see if there is any resource bottleneck or performance problem.

10 If you use any custom script or third -party tools to monitor or report, make sure they will not interfere with the normal operation of ECP or message tracking.

Please feel free to contact me for any updates. And if this helps, don't forget to mark it as an answer.

Best,

Jake Zhang

Jake Zhang-MSFT 6,465 Reputation points Microsoft Vendor

2024-10-24T01:17:46.8033333+00:00

Hi @Moshiur (Moshiur Khan) ,

Please kindly consider this comment as a warm follow up, I want to know if your problem has been solved. If you still have any other questions, please feel free to comment here and I'm glad to provide further support.If the above info is helpful to this question, you can click "Accept Answer". Have a nice day!

Best,

Jake Zhang

Jake Zhang-MSFT 6,465 Reputation points Microsoft Vendor

2024-11-06T01:50:14.5566667+00:00

Hi @Moshiur (Moshiur Khan) ,

Any updates so far? If you have solved your problem, could you share with us? Maybe it will help more people with similar problems. Don't forget to mark it as answer, this will be easy for other community members to find the useful one. Thanks for your understanding.

Best,

Jake Zhang

Moshiur (Moshiur Khan) 40 Reputation points

2024-11-06T04:16:02.6766667+00:00

Hi @Jake Zhang-MSFT ,Appreciate the follow up but what you shared doesn't really help my case. The mail delivery report for the internal mail communication isn't working at most times. Since MDR isn't working for internal, it overall isn't working within our environment for what it is required for, this includes external communication.

We have shared the information before. If you require further information, please feel free to ask but ultimately, the points you've shared haven't helped as of yet.

Sincerely,

Moshiur
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Mail Delivery Report Not Available in ECP for Exchange 2019

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