Persistent Email Delivery Issue from Specific Domains to a Google Workspace Account

[CptSpence]

I’m reaching out with an ongoing email delivery challenge we’re facing with our Google Workspace setup. Here’s a detailed breakdown:

Issue:
One of our accounts, specifically Jordan’s, isn’t receiving emails from two particular domains: @jetinsight.com and @tuvoli.com. Other accounts in our domain are not facing this issue.

Steps Taken So Far:

1. Checked Google Admin Console’s Email Log Search - the emails from the above domains to Jordan’s account aren’t being delivered to Google servers.
2. Confirmed with the senders from @jetinsight.com and @tuvoli.com that there are no bounce-backs on their end.
3. Used MX Lookup Tool for our domain atmosphere-aviation.com and confirmed the setup appears correct.
4. Attempted to whitelist these domains in our Google Admin Console settings.
5. Reviewed and bypassed spam filters for the above domains.

Key Observations:

• Only Jordan’s email has this issue. Emails sent to other accounts from these domains are received without any hiccups.
• Emails are not being bounced back to the senders, implying they’re being sent but getting lost in transit.

Considering the above, we suspect a potential transit or routing issue between the sending server of the mentioned domains and Google.

We’d be extremely grateful for any insights, recommendations, or assistance you can provide. If further details or clarifications are needed, please let me know.

[sinigur]

Reading your mystery here is certainly perplexing. I'd dig deeper on your Item 2; that is the item that you presumably have the least control and visibility of. I'd attempt to get some more visibility, if possible. For examples:

1. Can you get onto a screenshare with somebody from either company that can demonstrate the send-to-Jordan action in front of you? Perhaps you'll observe a clue or something that was otherwise not disclosed, or was overlooked, etc. For example, a mistype of your domain name (I'd predict the omission of the dash "-"), or misspell of Jordan's name. Maybe it's going to some other, similar-to-yours domain name and getting delivered there, thus no bounceback.
2. If the sending domains you listed are accurate, then an MX lookup shows that jetinsight.com also uses Google Workspace. Depending on how chummy you are with their Workspace Admin, perhaps they can give you a guided look or screenshot into their Workspace's email log to inspect any recent email(s) sent to Jordan, and see what the delivery status shows up as on their end. Depending on what you find or see there, you can take some appropriate next steps.
3. Jetinsight.com does not appear to have a proper DKIM record established. This could potentially be resulting in the inconsistent delivery behavior, as loosely reference in this Google Help Center article-- "Google performs random checks on messages sent to personal Gmail accounts to verify messages are authenticated. To help ensure messages you send to Gmail accounts are delivered as expected, you should set up either SPF or DKIM for your domain. Messages without at least one of these authentication methods are rejected with a 5.7.26 error, or are marked as spam. We recommend you always set up SPF and DKIM to protect your organization’s email, and to support future authentication requirements."  I know it explicitly states 'personal Gmail accounts' but I'm quite certain a similar/same protocol is applied to Workspace accounts as well. Also, I'm not sure how any of this applies to tuvoli.com, I didn't look further into them.

Admittedly, the above ideas are not ideal and maybe not even possible. ☹️ I'd be curious to hear if you pursue any of the above items and what you learn from them.