Within the Statistics > Overview section, you can download the "Email Sending Events" report with detailed statistics related to Student Caring emails.
Reading the report: email delivery events
The exported report contains one row for each email sent, with the delivery status. This section explains the meaning of each status and the actions to take in case of problems.
Email statuses
Status |
Meaning |
|---|---|
Processed |
Email taken over by the sending system and entrusted to the mail provider. Corresponds to the total volume of outgoing emails. |
Delivered |
Email accepted by the recipient's mail server (SMTP code 250 OK). Delivery has occurred. |
Open |
Email opened by the recipient. Tracked via a tracking pixel included in the message. |
Click |
The recipient clicked on at least one link contained in the email. |
Bounce |
Email rejected by the recipient's server. The message was not delivered. See details below. |
Dropped |
Email not sent by the system because the address was already in the suppression list. See details below. |
Deferred |
Delivery temporarily delayed by the recipient's server. The system automatically retries. |
Spam Report |
The recipient reported the email as spam. |
A bounce indicates that the recipient's mail server rejected the message. The main causes are:
Type |
SMTP Code |
Cause |
Action |
|---|---|---|---|
Mailbox Unavailable |
5.7.129 |
The mailbox accepts emails only from authorized senders. The CyberGuru sender is not in the allowlist. |
The customer's IT team must add the CyberGuru sender address to the allowlist of the mailboxes or distribution groups. |
Mailbox Unavailable |
5.2.2 |
Mailbox full: storage space exhausted. |
The user must free up space or the IT team must increase the quota. |
Mailbox Unavailable |
5.2.14 |
Forwarding address configured incorrectly. |
The IT team must verify the forwarding configuration on the mailbox. |
Invalid Address |
5.1.1 |
The user does not exist on the mail server. |
Verify that the address is still active. If the user has been removed, update the user list. |
Invalid Address |
5.4.1 |
Address rejected: access denied by server. |
Verify the address and its configuration on the mail server. |
Technical |
5.2.3 |
Message too large for the recipient's mailbox. |
The IT team must increase the message size limit for the affected mailboxes. |
Technical |
5.4.14 |
Mail loop: the message bounces infinitely between forwarding rules. |
The IT team must identify and correct the loop in the forwarding rules. |
Reputation |
5.1.0 |
Sender rejected due to server reputation policy. |
Typically an isolated case. Monitor; if recurring, verify the domain reputation. |
Dropped
An email with "Dropped" status never left the system. The reason is almost always Bounced Address: the address had already generated a bounce in a previous send.
When an address generates a bounce, the system automatically adds it to a suppression list. This prevents repeated sends to problematic addresses and protects domain reputation. On subsequent sends, the message is not delivered and appears as "Dropped".
How to re-enable an address: If an address in the suppression list has since been corrected (mailbox recreated, permissions updated, etc.), the customer must notify the CyberGuru team for removal from the suppression list.
Deferred
An email with "Deferred" status experienced a temporary delay: the recipient's server did not reject the message, but asked to retry later. The sending system automatically retries delivery.
Typical causes:
Throttling: the recipient's server limits the number of emails accepted per minute from a single sender.
Greylisting: anti-spam technique that temporarily rejects the first attempt and accepts the second.
Server temporarily busy: momentary overload of the mail server.
Deferred emails are almost always delivered successfully. No action is required.
Delivered but not in inbox
If an email shows "Delivered" status, delivery on the CyberGuru side has occurred: the recipient's server accepted the message. If the user cannot find the email in their mailbox, the problem is internal to the customer's infrastructure.
Most common causes:
Cause |
Description |
|---|---|
Spam/Junk folder |
Internal anti-spam filters or Defender have moved the message to the spam folder. |
Transport rules |
Exchange business rules that move, redirect, or delete certain messages. |
Microsoft 365 Quarantine |
The message is held in quarantine and not released to the user. |
Personal Outlook rules |
The user has individual rules that move or delete the message. |
Responsibility summary
Event |
CyberGuru side |
Customer side |
|---|---|---|
Bounce |
Reporting and monitoring |
Add sender to allowlist; verify addresses, forwarding rules, and mailbox limits |
Dropped |
Removal from suppression list upon customer request |
Communicate which addresses have been corrected |
Deferred |
No action required (automatic delivery) |
No action required |
Delivered (not visible) |
No action (delivery has occurred) |
Message Trace, verify quarantine and transport rules |