Email logs help you see what happened to an email message. You can use them to see:
- Whether an email was received by the Cloud86 mail server.
- Whether an email was sent from your mailbox.
- Whether an email was forwarded to another address.
- Whether an email was delivered or rejected.
- Whether an email was marked as spam.
- When the email was processed.
Checking the email logs is often the fastest way to identify the cause of a mail delivery issue. If you are experiencing problems with spam, or if your outgoing messages are being marked as spam, see the Email spam filter article for more information.
Login on Plesk Control Panel
- In My Cloud86 (link), click in the left menu on My Services.
- Click the 3 dots behind the web hosting package you want to see in Plesk and click View Details.
- Under the heading Manage Webhosting (middle of the page), click on Websites & Domains.
- You will now be automatically logged into the Plesk Control Panel.
For the full manual with images, follow Login to Plesk
Email Logs in Plesk
- In Plesk, click in the left menu on Warden Anti-spam and Virus Protection.
- Then click at the top on the Logs tab.
- You will now see an overview of all email messages processed by your hosting plan.
- If the message row is in white, you should be able to find the email in your mailbox.
- While rows in red usually indicates that it has been flagged by the anti-spam system and is blocked.
Email logs regarding forwarded emails
When you forward email from an email address to another domain, you will see two lines in the email logs (see image below). If you see both lines, it means that our mail server has received and forwarded the message.
- The message is received by the Cloud86 mail server.
- The message is forwarded to the configured destination address.
If both entries are visible in the logs, this confirms that Cloud86 successfully processed and forwarded the email. If the message does not arrive in gmail/outlook, it is usually because DKIM is not set up (properly). To set up DKIM, you can use the following guide Setup DKIM.
If it still doesn't help, see below what information our support desk needs to help you.
Missing emails
If you are missing any incoming emails, which are displayed in the logs, and are not rejected, it is best to check if the email can be found in the webmail.
- Log in to webmail (RoundCube).
- Open the Inbox folder.
- Check the Spam folder.
- Use the search function to find the sender or subject.
If you can find the email in Webmail but not in Outlook or another email program, the problem is usually with the synchronisation of the email program and not the mailbox itself. In this case we always treat the online webmail as the ground truth any mail in the webmail will be backed up by us and will be synced if you connect to a new email client.
If the mail is not showing in the Webmail, but is in the logs, check if the sender received a non-delivery rapport. Most common reasons and solution for a rejected mail can be found here Email troubleshooting.
How to Contact Support
If you have issues such as:
- An email was sent by someone else, but it is not showing up in the logs as received.
- An email was sent by you, and it is showing up in the logs, but it is not delivered.
- A lot emails are classified as spam but shouldn't be (they are false positives).
- Other issues not covered by this.
You can contact our support using one of the methods at the bottom of this page. To give you the best possible service, we ask that you always try to provide the following information in case of email problems:
- Sender and recipient of the message
- Date and time the message was sent
- Any error messages or non-delivery reports
- Via which email client the message was sent
- For example: website (SMTP), webmail, Outlook, Windows Mail, Apple Mail, etc....
If you need some help, you can always reach our support desk by email support@cloud86.io and on weekdays from 9:00 to 16:00 (CET) you can also reach us by phone and via the chat in My Cloud86.