Overview
If emails are not showing in your Archive, it usually indicates that your mail flow is not connected to Trustifi or that the Archive service is not fully configured.
This guide walks you through the most common causes and the steps to resolve them.
Troubleshooting Tips
1. Verify That Archive Is Enabled
Navigate to:
Archive → Configurations → General
Check the Enable Email Archive toggle.
Enabled: Archive is active
Disabled: No emails will be stored, even if relay/journaling is configured
If the toggle is missing entirely, the Archive feature may not be activated for your tenant.
Contact Trustifi Support - [email protected]
2. Confirm Your Mail Flow Is Connected to Trustifi
Enabling Archive does not automatically capture messages.
Emails flow into Archive only if your tenant is connected to Trustifi through:
A. Email Relay (Inbound / Outbound)
If your organization uses Trustifi relays:
Inbound messages must route through Trustifi MX or connector
Outbound messages must send through the Trustifi outbound smart host
If relay is misconfigured, mail may deliver normally but bypass Archive.
To check your relay configuration please refer to our Configuration for Email Relay Users guide
B. Journaling Rule (Microsoft 365)
If you rely on journaling instead of relay:
Ensure the journaling rule is enabled
Verify the journaling destination address is correct
Ensure the journal report email is not failing or generating NDRs
If the journaling rule is disabled or misconfigured, Archive will remain empty.
To confirm your Journaling configuration, please refer to our Configuration via Journaling Rule for Office 365 guide
3. Check Permissions and Access
You may have Archive enabled, but your user role might not allow viewing messages.
Users need one of these permissions:
Global Administrator
Archive Reviewer
If permissions are missing, ask your admin to update your role in the Archive Reviewers page (Archive > Configurations > Reviewers)
4. Confirm Your Retention Settings
If the retention period is too short, older messages may be deleted automatically before you try to access them.
Check the Archive Retention section of the General Archive page
(Archive > Configurations > General > Archive Retention)
If retention was recently shortened, older datasets may already be purged.
5. Check for Delivery Errors or Processing Issues
If Trustifi could not process the message (e.g., the inbound relay rejected it), it will not appear in Archive.
Look for:
MX misconfigurations
Smart host unreachable errors
Journal rule NDRs in Microsoft 365
Incorrect routing priority in Exchange mail flow
Incorrect SPF/DKIM/DMARC policies blocking relay connections (outbound)
You can also check the outbound and inbound email trace pages in Trustifi to verify if mail flow is going through the relevant relay.
6. Verify Time Range and Filters
When viewing the Archive or searching inside a Case:
Remove all filters
Expand the time range
Ensure you’re not filtering by From/To/Subject incorrectly
Check whether you are viewing inbound-only or outbound-only results by mistake
It’s common for searches to return “zero results” simply due to filters.
7. Check the Archive Usage Section
In the General Archive page (Archive > Configurations > General) review:
Archived email count
Storage usage
If both values remain unchanged over time, your mail flow may not be reaching Trustifi.
When to Contact Support
If you checked everything above and Archive is still not receiving email, collect:
Example message IDs
Whether the message was inbound or outbound
Approximate timestamps
Relay or journal logs
Screenshots of the General Archive page
(Archive > Configurations > General)
Provide this information to Trustifi Support for faster resolution.