Soft Bounce - Dns Failure always fails but DNS and MX are perfectly OK

Does anyone find that sometimes the "Soft Bounce - Dns Failure" always occur for an email domain, yet the domain is quite perfectly defined and the DNS is working?

The MX records for the email domain in question are fine when I use nslookup to look up their MX servers.

And then when I test out their SMTP server on port 25, it responds fine and is able to accept email.

When I have these bounces, I do a re-send in CM, but the same error occurs for this email domain.

This means that mail from CM to these contacts will always fail with a Soft Bounce - Dns Failure, yet when email is sent via a standard email client such as Outlook, it works fine.

Any idea how to work around this would be much appreciated.

roshodgekiss roshodgekiss, 3 years ago

Hi spectronicswa, thanks for writing in about these soft bounces. We look into deliverability issues like this on a case-by-case basis, so I've just emailed you requesting a few more details before we investigate. Sorry for the trouble here, but I hope we can help out with this!


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Wiredkiwi, 3 years ago

We're getting this problem. It's affecting up to 10% of our list (and bouncing from email addresses that do not cause problems for direct emails). Did you get to the bottom of it at all?

roshodgekiss roshodgekiss, 3 years ago

Hi there Wiredkiwi, yes we did - in the above case, there was a routing issue outside of our servers involving a couple of addresses specifically. We determined this after taking a thorough look at the bounce logs.

I've just emailed you in regards to this issue, as we'll require a few details in order to investigate. Thanks, Wiredkiwi! I really hope we can get to the bottom of this for you.


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pacifico, 3 years ago

Hi there: i just got a unexpectedly high number of soft bounces (DNS failure), too. is there still some issue? best, etienne

roshodgekiss roshodgekiss, 3 years ago

Hi there Etienne, it seems that Fi and Sarah on our team have been working with you on this. If there's anything we can do to assist, please don't hesitate to respond to their email.


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pacifico, 3 years ago

hi Rosanne, you are right, we are in touch about the occuring bounce issues. thanks. best, etienne

Bluegrass, 3 years ago

Hi There

I have just had a mail from one of my clients who has an unusually large number "Soft Bounce - Dns Failure" in their last newsletter that was sent out yesterday. Not sure if there is an error they experienced or if they are just normal DNS errors? Any advise?

roshodgekiss roshodgekiss, 3 years ago

Hi there Bluegrass, that's no good - your best bet is to contact our team with client and campaign details, so we can look into what happened here specifically. Sorry for the trouble!


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