Typical Return Mails
SkyFile Mail and SkyFile-C are satellite-based e-mail services. Please
understand that we are obliged to protect customers from high transfer costs
and thus handle e-mails to their accounts more restrictively than typical
terrestrial Internet providers. If an e-mail from you has been rejected, you
will find possible reasons here.
Return mails after sending messages to SkyFile Mail users
Please read all return mails carefully. They come either from MAILER-DAEMON
or POSTMASTER and always contain valuable information. Look for one of the
following phrases, and do not simply resend your e-mail without having read the
following. Your local mail server might add its own, sometimes even misleading
interpretation, but only this is relevant:
- Delivered mail(s) to ...: No error!
Your message has been retrieved by the SkyFile user. You will get this message
only if confirmations are enabled for this user and a SkyFile user - either the
same or another - has sent you an e-mail within the last few days.
- Access denied: The account requires a special keyword in the subject
line, or e-mails are accepted from predefined addresses only. Please contact
the owner or his company. Different reasons are possible (BWL means black&white
- Access denied: not registered (mail to an Inmarsat-C address without being
- Access denied: keyword (subject keyword missing or not correct)
- Access denied: B&W Prepaid (not allowed due to personal prepaid BWL)
- Access denied: B&W (not allowed due to postpaid BWL)
- Account renamed, use ...: The account name before the @ character in
the address has been renamed. Please replace the old name by the new one, the
subaccount before it (if any) and the domain name remain unchanged.
- Blocked by spam filter: Some of the e-mail characteristics indicate
spam. Send your e-mails as plain text instead of HTML or Rich text and use
personal addressing (TO, CC) instead of blind copies (BCC).
- Content is blocked: Mail header lines are typical for spam e-mails,
e.g. faked mail server names in a Received line, or suspicious words in the
- Faked sender: If you are using an address at a large provider like
AOL, GMX, Hotmail, Web.de or Yahoo, please make sure that you send your e-mail
via the mail server of this provider.
- Invalid address: The destination address is syntactically wrong,
e.g. illegal characters before @. Valid SkyFile usernames only contain
alphanumerical characters, dashes, underscores and no or one dot.
- Invalid Helo: Your mail server must identify itself with its own
fully qualified Internet domain name, including the top-level domain. Please
ask the server administrator to correct the setting.
- Invalid sender: Your own mail address (appearing as "From" in your
e-mails) is syntactically incorrect, e.g. invalid characters or missing domain
name, which would make it impossible to answer.
- IP blacklisted in zen.spamhaus.org: Viruses or spam mails were sent
from your server. After delisting its IP at the
Spamhaus web page, the
blocking may continue for 36 hours due to DNS caching.
- IP is blocked: We do not accept mails from dial-up hosts and dynamic
IP addresses because these are typical for spam and viruses. Please send your
mails via the SMTP smarthost of your provider.
- IP temporarily blocked: Your address is blocked for a while after
too many errors, e.g. lots of mails to non-existing addresses. This may be the
result of viruses or backscatter from your server.
- Mail expired - Your mail was not read within...: Your mail was
deleted after a service-dependent number of days. Please inform Marlink if the
account is no longer needed!
- Mail to ... not retrieved within 24 hours: You will get this
information if delivery notifications are enabled for the addressed SkyFile
user and the mail was not retrieved within 24 hours. Please do not resend your
e-mail since it is still available for retrieval.
- Mail too long: Try to omit large attachments, and do not send HTML
e-mails. The allowed max. size depends on the recipient.
- Separate filters for subaccounts not supported: You must send a
black&white list to the root account, not to one or more subaccounts.
- Sender blocked: Your sender address is invalid or was blacklisted,
e.g. after unrequested newsletters, bulk mails or other sorts of frequent
- The attachment... has been deleted: The text was sent completely but
an attachment file was superfluous, too large, or unwanted (e.g.
Winmail.dat with Outlook-specific rich-text formatting;
always use "plain text" as mail format).
- Try again later: If you ever see this message, your mail server does
greylisting correctly. Please ask the manufacturer for an update which does
not interpret the SMTP code 451 as a final error and which sends return mails
for final errors only.
- User does not exist: The user name (which is the part of the mail
address before the "@" symbol) does not exist at the SkyFile Gateway in the
LES. Please check your address list.
- User inactive: There was no satellite contact with this SkyFile user
for at least three months, or the billing limit of the addressed postpaid
subaccount has been reached. The user must dial the gateway at least once
and/or change the limit.
- User mailbox full: The mailbox capacity for this user is exhausted.
Please wait until the user has retrieved all his mails before sending your
- Other return mails from a Mailer-Daemon or Postmaster other than the
one at the LES are created if the domain name (the part of the address behind
the "@" symbol) was wrong.
What is Winmail.dat?
Winmail.dat is an attachment container encoded in the "Transport Neutral
Encapsulation Format" (TNEF), a proprietary format sometimes used by Microsoft
Outlook and Microsoft Exchange. It contains rich-text formatting (RTF) as well
as the original attachment(s). Since it does not comply with Internet standards
(RFC documents), other email programs often cannot decode it. Typically the
usage of Winmail.dat is caused by a misconfiguration in Outlook and/or Exchange
since it is not intended for external emails. A Microsoft web page
how to correct this configuration.
Additional return mails after messages to SkyFile-C users
- Attachments not supported: You cannot send file attachments to
Inmarsat-C users because their transceiver software is unable to decode and
display any attachments. Sometimes short attachments can be sent to a special
address; please contact the owner.
- HTML mails are blocked or No HTML-formatted mails possible to
Inmarsat-C: Your mail must have a plain-text body. Inmarsat-C transceivers
cannot display or print HTML-formatted e-mails. Though the SkyFile server could
convert them to plain text, this often would have unwanted side effects.
- Temporarily unreachable, message stored in mailbox: The Inmarsat-C
transceiver has been switched off or logged out. Your mail will be retried
later, so please do not send it again.
- Too long, limit is xxx: The length of all e-mails to this user is
limited to a maximum of xxx characters due to the volume-based cost of Inmarsat-C
- Message to... of...: Delivery status of your mail, with these
Ref. ...: Your message was sent to the
Inmarsat-C transceiver. (You will get this message only if confirmations are
activated for this Inmarsat user, and if the same or another satellite user has
sent you an e-mail within the last few days.)
Barred: The mobile transceiver is barred e.g. due to open Inmarsat
invoices or other problems.
Dest disconn, dest timeout, no conn possible: There were technical
problems sending the message.
Logged out: The mobile transceiver is currently switched off, sending
messages to it is currently not possible.
Unknown: The mobile transceiver is not yet or no longer registered at
Return mails after changing the black&white list
- Black&white not enabled, contact customer care: Sending a mail with
.setfilter in the subject is reserved to control the e-mail filter, also called
black&white list. Avoid this word in other mails.
- List updated, List deleted: The mail filter (black&white list) has
been updated as requested. The list is deleted if there are no lines starting
with + or - in the request mail sent earlier.
- Too many invalid lines: You have tried to update the black&white
list, but there were too many lines not starting with + or -, so it is not
clear what the real intention was. Check the format.
Anti-virus and anti-spam policy
- If an e-mail to a SkyFile user is clearly a virus, it is deleted
without sending a return mail. Viruses are detected using a heuristic algorithm
even in ZIP files.
- Due to the high risk of new virus types, executable files are
blocked. If the length is typical for known viruses, they are also blocked in
ZIP files even if these are password-protected.
- If an e-mail is apparently spam, it is blocked, but a return mail is
created in order to inform the sender if the spam score is in a critical range.
- If an e-mail comes with plain text plus an HTML alternative, the
HTML alternative part is deleted without notice, only the plain text is passed
- If you apparently get spam or viruses from SkyFile users, please be
aware that the sender's address is probably faked. The true sender IP can be
found in the mail header.
- Of course no guarantee can be given that all existing and future types of
viruses, worms and Trojans are detected. We advise all SkyFile users not to
open any unexpected attachments.
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