Full message source helps support investigate delivery, forwarding and suspicious sender identities. A screenshot of the visible subject and display name omits much of the information needed to trace an email.
IN THIS ARTICLE
01 Collect the original
- Open the affected message in OX Mail. Use the original received item where possible, not an ordinary inline forward.
- Choose More actions > View source from the toolbar, detail view or message context menu.
- Record the Message-ID, sender and recipient information, date and delivery-related fields requested by support.
- If a complete original is needed, use the message's save-as-file function to preserve it as EML.
- Share the evidence only through the approved support or incident channel.
02 Handle sensitive content
Message source can include the full message body and encoded attachments as well as headers. Review what you are sending. For an initial request, provide the smallest useful excerpt and make clear if fields were redacted.
Common questions
Can the From field prove who sent the message?
By itself, no. Sender identity needs examination of the delivery path and authentication results. Treat a familiar name as a claim to verify.
Why is an ordinary forward less useful?
Forwarding inside a new message can replace or omit original routing information. An attached original or saved EML preserves more evidence.
Should I publish the headers in a forum?
Use a private support route for business messages. Headers may expose addresses, routing details or identifiers that are unnecessary for a public discussion.
Include a short description of the failure alongside the original: expected result, actual result and exact time. A large technical dump without the incident context makes it harder to determine which part matters.