For the protection of our associates and to maintain the stability of our email system, we actively filter all incoming email. The unfortunate downside of this is that every once in a while, a legitimate email will be blocked in the process. If you're unable to find a resolution for your email rejection issue, please email technical support and we will provide you with instructions for how we can investigate this further.
Common Rejected or Returned Email messages
550 sorry, invalid HELO/EHLO greeting (#5.7.1)
The rejection you have encountered is due to a misconfiguration of your mail server. This is very likely not something you can correct on your own. Please relay the following information to the technical person(s) responsible for administering your mail server. This may be your ISP's helpdesk, or a systems administrator working for your organization.
Your mail server’s HELO/EHLO declaration does not contain a fully qualified domain name, and, it also may not be in compliance with the rules set forth in RFC2821. These two criteria must be brought into compliance before the kw.com email system will accept any mail from your mail server. Many domains similarly reject email based on these criteria, and it is imperative that this be corrected to ensure reliable delivery of mail from your users.
Further information regarding specifics regarding RFC2821 specifying the SMTP protocol can be found here: http://tools.ietf.org/html/rfc2821
Please note that while an address literal is acceptable under RFC2821, kw.com does not accept HELO/EHLO declarations of this nature. Only by using a fully qualified domain name or your mail server's IP address will you be able to ensure that your mail is not rejected for this reason.
Constant Contact
Constant Contact is a spam-for-hire operation that KWRI has blocked from all email communications for over three years now. This was based on complaints received from kw.com recipients, direct evidence pointing to the use of non opt-in recipient lists (i.e., hitting spamtraps, excessive invalid recipients, etc), and a demonstrated history showing them as a source of UCE.
A small sampling of the evidence of the unsolicited bulk mail they have sent and are sending can be publically viewed here:
http://groups.google.com/groups?q=constantcontact+group%3A*abuse*&start=10&sa=N&scoring=d&
I've heard their claims of being a legitimate email marketing company several times before, but the evidence above - all originating from their systems - as well as the complaints we still have on record have directly contradicted every statement they have attempted in their defense. We still receive literally tens of thousands of connection attempts from their systems every single day, despite the fact that not even a single kw.com recipient can possibly have confirmed a subscription attempt in three years. This points to either 1.) use of non-confirmed recipient lists (grounds for blocking), and/or 2.) non-removal of permanently undeliverable recipients from their recipient lists (further grounds for blocking).
I'm very sorry, but due to all of this, we are unable to unblock or in any why bypass any IPs within their operation. I appreciate the dilemma this may pose if your realtor board is operating a confirmed opt-in list and have contracted them to host this for them, but the activities of their other customers whom they have apparently refused to police for nearly a decade now have made it impossible for us to make exceptions.
Bounce back messages that contain "TQMCube"
The information in it comes from TQMCube, which is one of the online blacklists that we use before accepting mail from an IP address.
The IP address of the server that sent the mail has an invalid reverse dns pointer of which is a generic name. Something similar to "mail.kw.com" would be a unique and descriptive pointer, you'll find that the one in the detail message in your email would not fall into this category. That IP address may also be in a dynamic IP range. We block all email sent through mail servers that have IP addresses that are in a dynamic range.
You need to bring this to the attention of the system administrators. Their system administrators definitely need to fix their reverse DNS pointer, at a minimum. Also, if their IP address happens to be a dynamically assigned IP address, we will continue to block email sent from it, until it is changed to an IP address that is within a static IP address range, even if they fix their reverse DNS pointer. Feel free to pass this info on to your system administrators.
This message was blocked due to “invalid message content"
This is probably due to some embedded code within the email that is similar to that of certain types of viruses. At this time we have no plans of becoming more lenient with our filtering rules, so, your best plan of action would be to have that sender send those emails to one of your non-KW email addresses.
File attachment size limit
The file size limit for sending and receiving email in our webmail system is 8 megabytes (8mb). An email that exceeds this limitation will be rejected by our email server.
Unsolicited Commercial Email -- "UCE," or "Spam"
The IP you are reporting does appear to have been listed in our internal blocklist. This is typically done in response to reports of unsolicited commercial or bulk email (UCE and/or UBE) received from kw.com recipients, and/or direct evidence of a security compromise affecting that host. There are rare circumstances when larger network blocks are blocked in response to repeated trouble from a given ISP, which may lead to false positives. Please have your systems administrator or the technical contact responsible for your mail system or network security contact postmaster@kw.com for further information and delisting options.
You may also wish to check the status of your IP in other spam blocking list services here: http://www.dnsstuff.com. If there is in fact a security compromise on your mail host, this may aid you in determining its nature.
PSBL (Passive Spam Block List)
If you are on the PSBL list, you can delist yourself by following the link provided and following the instructions within. PSBL listings are almost always from mailing spamtraps, which usually means there's a security problem on your server. If you do not fix the server, it will become listed again in short order. Also you might consider alerting your email or network administrator as this may point to a larger problem they should be aware of.
Outlook and Outlook Express can generate a number of errors if improperly configured. Below are some common errors and the steps needed to fix them.
The connection to the server has failed
Error: "The connection to the server has failed. Server: 'mail.kw.com'. Protocol: POP3, Port: 995, Secure(SSL): No, Socket Error: 10061, Error Number 0x800CCC0E"
Resolution: On the 'Advanced' tab of your POP client, enable This server requires an encrypted connection (SSL) for the POP server.
Authentication Error
Error: "Your password was rejected. ERR [AUTH] Username and password not accepted.
Resolution: Verify your password
AOL Emails Are Being Blocked
We are aware that AOL is presently blocking mails containing links to yourkwagent.com websites, and our postmaster team is presently in contact with AOL attempting to effect a resolution to this situation. As a workaround, we recommend removing any and all links from your email linking to a URL link to a "yourkwagent.com" in any mails sent to clients of yours with email addresses at aol.com, or on any domains that they host. Unfortunately, as AOL fully controls and operates the mail systems responsible for rejecting this mail, KWRI can not accurately predict how long this block will remain in effect. We are making all reasonable efforts to resolve this in as timely a manner as possible, but full resolution will require action on AOL's part to lift this block. We greatly appreciate your patience and understanding as we strive to ensure your emails are delivered without hindrance to your clients, customers, and loved ones.
