Email delay issues

Question

Hi,

Not sure I should post here or submit the ticket to M365.

Sender A (our client) sent an email to our user-A and two email groups at 4:23pm, but I checked the email log from the M365 admin portal, the email only delivered to user-A's email address, not delivered to our two email groups, but our two email groups still continue receive other clients and other internal emails, what possible cause of this problem why our two email groups didn't receive the email from Sender A?

Second, the email log showed the email delivery time was 4:55pm, not 4:23pm, was the M365 portal delayed this email or sender's email server delay? Or other possible cause of this problem?

Email log date and time (UTC +8)

Another similar problem, another sender B sent an email to our users and email groups, but I checked the email log from the M365 portal, our users and email groups can receive the email but the receiving time were big different, not just 1 to 2 minutes delay, the first email receiving time was 1:38pm and the last time was 2:54pm, it was the same sender B's email, was the M365 portal delay the emails or sender's email server delay to send these email to us ? Or other cause ?

Please find below image:

Answer 1

Dear ClementLi,

Thank you for posting to Microsoft Community.

I understand that you are facing email delivery and delay issues in your organization. I have gone through your description, and since this the trace is not showing the delivery to the group, it is best to contact our online support team to further investigate on this. You may be asked for an export of the extended message to further track down and analyze the connection requests between the account and the Exchange service. Steps to collect this can be found here. Message trace in the new EAC in Exchange Online | Microsoft Learn.

Please understand that we don’t have higher permissions to check and analyze these logs and considering your scenario maybe inconveniencing, to quickly help assist, you can create a service request to report this symptom to our online channel through the O365 admin center and a support agent can further connect with you remotely for further troubleshooting and involve the backend team where need be. Get support for Microsoft 365 for business -- Online support.

Your patience and cooperation are much appreciated.

Thank you for your precious time and have a great day.

Best Regards,

Ashraf.