Troubleshooting Steps for Mail Receiving Issue

B.

When troubleshooting an issue with email delivery, the technician should start with the following steps:

1. Identify the scope of the problem: The technician should ask the customer for more information about the issue, such as which users or domains are affected, when the problem started, and whether any changes have been made to the system recently.

2. Verify connectivity: The technician should check the network connectivity to the mail server and ensure that the server is accessible from the Internet. This can be done by pinging the server, testing the DNS resolution, and checking the firewall settings.

3. Check mail server configuration: The technician should review the mail server configuration settings, including the mail transport agent, mail delivery agent, and DNS settings. They should verify that the settings are correct and check for any errors or warnings in the server logs.

4. Verify user settings: The technician should check the email client settings for the affected users to ensure that the correct settings are in place. This includes verifying the incoming and outgoing mail server addresses, ports, and authentication settings.

5. Check mail flow: The technician should review the mail flow for the affected users, including the email server logs and any email filters that may be blocking incoming messages. They should also test the mail delivery by sending a test email to the affected user.

Based on these steps, the best option for the technician to start with would be to identify changes to the server (option A). This would help the technician to narrow down the possible causes of the issue and determine if any recent changes to the server configuration or software could be causing the problem. Once the technician has identified any changes, they can proceed with the other troubleshooting steps to isolate and resolve the issue.