Bounce marked as "Unreachable" instead of "User Unknown" | Community
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Adobe Employee
dm121Adobe Employee
Adobe Employee
August 14, 2023
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Bounce marked as "Unreachable" instead of "User Unknown"

  • August 14, 2023
  • 2 replies
  • 1513 views

Hello,


There are bounces marked as "Unreachable" with "User not found" details.
Shouldn't this be marked as "User unknown" instead if this is an invalid address?

As per documentation:
https://experienceleague.adobe.com/docs/campaign-standard/using/reporting/list-of-reports/bounce-summary.html?lang=en
User unknown: The type of error generated when a delivery is sent to an invalid email address.
Unreachable: The type of error encountered in the message delivery string, such as domain temporarily unreachable.

Please, check screenshot:

 

 

Thank you!

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Best answer by Manoj_Kumar

Hello @dm121 

 

In your case, the domain used in the email address does not exist, which is why the status is "Unreachable".

 

If there is something like RANDOM_USER_@gmail.com, where we know the domain is working but the email address doesn't, you will see the "User unknown" status.

 

Sometimes, this status can also change depending on the response received from the email service providers.

 

2 replies

Manoj_Kumar
Community Advisor
Manoj_KumarCommunity AdvisorAccepted solution
Community Advisor
August 15, 2023

Hello @dm121 

 

In your case, the domain used in the email address does not exist, which is why the status is "Unreachable".

 

If there is something like RANDOM_USER_@gmail.com, where we know the domain is working but the email address doesn't, you will see the "User unknown" status.

 

Sometimes, this status can also change depending on the response received from the email service providers.

 

Manoj     Find me on LinkedIn
    D
    Adobe Employee
    dm121Adobe EmployeeAuthor
    Adobe Employee
    August 15, 2023

    Hello @_manoj_kumar_ ,

     

    Thank you for looking into this.

    In this case the email address is  user_name@privaterelay.appleid.com, wouldn't "User unknown" be more appropriate for this?

    This looks like a bounce qualification issue, possible a bug, what do you think?

    thank you!

    Manoj_Kumar
    Community Advisor
    Manoj_KumarCommunity Advisor
    Community Advisor
    August 15, 2023

    Hello @dm121, The given email address is a proxied one, not a real one. The response sent back by Apple is making it qualified for Unreachable status.

     

    Manoj     Find me on LinkedIn
      akshaaga
      Adobe Employee
      akshaagaAdobe Employee
      Adobe Employee
      August 22, 2023

      @dm121 ,

      In this case, ‘550 5.1.1 was received from ISPs.

      An error has occurred in the message delivery chain. It could be an incident on the SMTP relay, a domain that is temporarily unreachable, etc.

      You can refer-

      https://experienceleague.adobe.com/docs/campaign-classic/using/sending-messages/monitoring-deliveries/understanding-delivery-failures.html?lang=en

      Basically, on ACC side, whatever is received from the domain side is reflected.

      Had it been qualified for User unknown", it would have been shown accordingly.

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