How to provide support with email troubleshooting data
Before SingleEdge support can help you troubleshoot an issue, we obviously need to know a little about the issue and it helps when customers provide us with adequate data to help troubleshoot with.For example: Before forwarding a copy of an email bounce directly, make sure you gather the email message headers.
Email headers are full of information, they hold a log of all systems the message traveled across before it was delivered or bounced.
Gathering Email Message Headers
Microsoft Outlook
Open Microsoft Outlook, right-click the email in question, choose Options
Press Ctrl+A to select all, then press Ctrl+C to copy, paste into a forwarded copy of the original email in question before submitting it to SingleEdge support.
Mozilla Thunderbird
Open Mozilla Thunderbird, select the email in question, press Ctrl+U
Press Ctrl+A to select all, then press Ctrl+C to copy, paste into a forwarded copy of the original email in question before submitting it to SingleEdge support.