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RTR/RLY/DNS Block Removal Request Tool
Question: Why are you asking me to do a telnet test in the RTR/RLY/DNS Block Removal Request Tool?
Answer: We ask you to perform the telnet test so that we (and you) can can validate the IP and block code information you are providing in your request, thereby expediting resolution.
Question: Why aren't you accepting the results of the nslookup I did using a web-based tool?
Answer: We want you to run the nslookup query from your mail server so we (and you!) can confirm DNS is working correctly on your mail server. Doing a similar lookup using a web-based tool will not provide useful results to us.
Question: Why aren't you accepting the results of the nslookup I did from my mail server?
Answer: The current version of the support tool does not accept nslookup results in non-English languages. Please use an English-language version of nslookup, or translate the strings in your nslookup to English - use the troubleshooting guide's results to see what they should be. We hope to support more languages in the near future.
Question: Why do you care what kind of email I'm sending out, or whether I'm using shared or dedicated hosting?
Answer: The answers to these two questions will greatly aid us in investigating your problem as quickly as possible. There are sometimes multiple actions that can be taken in response to a delivery problem, and this information will let us home in on the most appropriate one for you and us.
Question: The tool isn't accepting my bounce code! Why not?
Answer: Please make sure your bounce code takes the form of "RLY:YB" - note the colon and the uppercase letters.
HVU Inquiry/Removal Tool
Question: Why are you asking for the contents of my email?
Answer: In order to resolve an HVU block issue (which is a content-based block), we need to identify the URL that is triggering the block. The quickest way for us to identify the URL causing the block is for you to provide the source of your email.
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