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  • 04/10/18--09:06: Licensing
  • I need a solution

    Hello, I am trying to find out how licensing works for Symantec Email Protect.  Does each user email address, distribution list, shared mailbox, etc. require a license to be purchased.  I believe we were told at one time that shared mailboxes, such as support@company.com and distribution lists, such as DL-All-Users@company.com would not require that a license be purchased.  We are now being told that any "user" in email protect does require a license.  Thanks!

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    I need a solution

    We are receiving filtered bounce back messges when sending to many Message Labs Customers from @lsccom . com (spaces intentionally put in)

    I have opened a ticket with Google Support and escalated (our email provider) and they say the messages are being rejected by message labs servers

    The response was:

    553 Message filtered. Refer to the Troubleshooting page at http://www.symanteccloud.com/troubleshooting for more information. (#5.7.1)

    Further in the google logs, I see a common error amongst sending to different domains (all ML customers) -->  target="_blank"

    Google tried to deliver your message, but it was rejected by the server for the recipient domain <a href="http://gbtpa.com" target="_blank">gbtpa.com</a> by <a href="http://cluster4.us.messagelabs.com" target="_blank">cluster4.us.messagelabs.com</a>. [216.82.251.33]. The error that the other server returned was: 553-Message filtered. Refer to the Troubleshooting page at 553-<a href="http://www.symanteccloud.com/troubleshooting" target="_blank">http://www.symanteccloud.<wbr>com/troubleshooting</a> for more 553 information. (#5.7.1)

    I tried to open a ticket with Message Labs, but we aren't a customer and they won't let us.

    Problem started around april 10th @ 7:22am CDT.  Last good email I can see sent to a domain on ML was April 9th @ 22:02 CDT.

    I checked blacklists on lsccom . com and nothing is coming up on blacklist.  I even setup DKIM on a test domain of our's and sent a test and it failed, so that theory didn't prove out.  I need someone on the ML side to find out why these emails are being filtered.  Am I missing something here?

    Can anyone help?  I am trying to get in contact with an email admin at one of these domains to get ML support on the phone, but this is proving difficult.

    Thanks in Advance.

    Keith

    Thanks.

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    1523468106

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    I need a solution
    Dear Symantec,
     
    My name is Mykhaylo Stefanyuk, and I represent SoftServe Inc company. We have faced with an issue,  that our domain SOFTSERVEINC.COM has been recently filtered by your service (https://www.symantec.com/products/endpoint-hybrid-...) and now we can’t send e-mails to at least 4 our existing Customers which are Customers of Message Labs : 
     
    csc.com
    dxc.com
    ucb.com
    sgn.co.uk 
     
    On this forum, I found many similar cases where the same solution is always offered for resolution, for example like this
     - https://www.symantec.com/connect/forums/quarantined-message-labs?list_context_id=1711&list_context_type=sc_forum
     
    But... 
    What does it mean? 
    Should we submit samples every time for your investigation?
     
    As for me, it's a nonsense.
     
    Use this link
     - https://www.symantec.com/connect/forums/553-message-filtered-sending-ml-customers?ts=1523552018
    where 'the solution' was more detailed described, I sent the test message with subject "Message filtered sending to ML customers" to investigation@review.symantec.com
    but still waiting for the BOUNCE message/reply to complete all steps of 'the solution'.
     
    How long I have to wait?
    How do I make sure everything will work?
    'Everything' means that all outgoing mail from our domain to any domain which is using Message Labs won't be filtered.
     
     
    Thank you in advance for the prompt response.
     
     
     
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    I need a solution

    My ip is 61.32.9.79, but Connection timeout to cluster6.us.messagelabs.com

    So I accessed the http://ipremoval.sms.symantec.com/lookup/

    and tried to search the reputation but it appears that there is no problem.

    (The IP address you submitted, 61.32.9.79

    does not have a negative reputation and therefore cannot be submitted for investigation.)

    The following statement is telnet test log.

    [root@mail ~]# time telnet cluster6.us.messagelabs.com 25

    Trying 216.82.241.100...

    telnet: connect to address 216.82.241.100: Connection timed out

    Trying 216.82.249.212...

    telnet: connect to address 216.82.249.212: Connection timed out

    Trying 216.82.242.36...

    telnet: connect to address 216.82.242.36: Connection timed out

    Trying 216.82.251.38...

    telnet: connect to address 216.82.251.38: Connection timed out

    Trying 216.82.242.46...

    telnet: connect to address 216.82.242.46: Connection timed out

    real    5m15.010s

    user    0m0.001s

    sys     0m0.001s

    [root@mail ~]# time telnet cluster6a.us.messagelabs.com 25

    Trying 216.82.251.230...

    telnet: connect to address 216.82.251.230: Connection timed out

    real    1m3.010s

    user    0m0.000s

    sys     0m0.001s

    Help me fix this problem.

    Regards

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    I need a solution

    Hi,

    We are owning the domain alarmnet.com and users who have purchased Honeywell thermostats receive all kind of alerts, notifications, registration information as emails to their registered email IDs. The SMTP servers used to send emails are below.

    198.140.154.31

    204.141.56.152

    204.141.56.6

    198.140.154.32

    The above SMTP servers are working fine and we are not facing any undelivered issues. We recently migrated our SMTP servers and now using the below SMTP servers.

    199.62.84.36

    199.62.84.67

    While we were facing problems with our SMTP spool count, we surprised to find that all the emails which are not delivered or kept in spool for 2- 4 days are for MessageLabs (The domain's MX records resolves to MessageLabs). I could see my new IPs 199.62.84.36 & 199.62.84.67 are not blacklisted anywhere including symantec nor they have bad reputation. I belive there is some black or filter from your side needs to be adjusted. Can you please check and help fix the issue. We suspect our customers are missing emails. 

    Some of the messagelabs domains we send email:

    ancilla.edu

    wellsfargo.com

    reyesholdings.com

    csc.com

    newmarketinc.com

    hrgreen.com

    daybreakventure.com

    Please help. 

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  • 04/20/18--09:06: Messages being blocked
  • I need a solution

    We are finding email sent to domains using your messagelabs service being delayed or rejected with “service temporarily unavailable”.

    We are not bulk senders. In fact, most of these messages are replies to our existing customers.

    We are not on any RBLs.

    Our public IP address is 12.220.120.70.

    I have sent a message to 'investigation@review.symantec.com' and private messaged a Symantec employee on here, but I have not gotten an answer yet.

    Not being able to reply to our customers is having an impact on our business.

    We are going to have to begin advising our customers that their mail security provider is the cause for this.

    Please escalate.

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    I need a solution

    Dear Messagelabs,

    We have a number of clients who over the last week have been unable to email us as the emails are delayed with the error: -

    This message has not yet been delivered. Microsoft Exchange will continue to try delivering the message on your behalf.

    All the clients are usings Messagelabs, so there appears to be a common factor between all the clients.

    Our domain is 44communications.co.uk

    Please can you check your servers to see why our domain will not resolve / receive emials from your servers.

    Many thanks

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    I need a solution

    Dear Support,

    Our mail server with IP addresses 175.144.213.75 (are not blacklisted and with good reputation) can not send email to our customers and suppliers who use messagelabs.com
    It maybe block by messagelabs.com 
    Please help us.

    Here the sample of report:

    Reporting-MTA: dns; mail.destinigroup.com
    X-Postfix-Queue-ID: C02A02B1DEA
    X-Postfix-Sender: rfc822; akma@destinigroup.com
    Arrival-Date: Wed, 25 Apr 2018 14:22:14 +0800 (MYT)

    Final-Recipient: rfc822; ewong7@lenovo.com
    Original-Recipient: rfc822;ewong7@lenovo.com
    Action: failed
    Status: 4.4.1
    Diagnostic-Code: X-Postfix; connect to
        cluster9.us.messagelabs.com[216.82.249.35]:25: Connection timed out

    Thank you!
    Regards,

    Amir Rosli.

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  • 04/26/18--10:52: Mail rejected
  • I need a solution
    Hi,

    We are experincing difficulties sending mails to some systems that are using Message Labs
     

    Connecting to Mediaset we receive this error:

    501 Connection rejected by policy [7.7] 2705, please visit www.messagelabs.com/support for more details about this error message.

    We tried also to delist our IPs with this tool:

    http://ipremoval.sms.symantec.com/lookup/
     

    But it say that our IPs haven't negative reputation so they cannot be delisted.

    Below you can find our IP list:

    54.36.55.250
    54.36.76.127
    54.36.103.105
    54.36.11.6
     

    we aren't in any blacklist, and we are not sending spam.
     

    Please can you check why we are blocked?

    Thanks.

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    I need a solution

    I just setup a new security.cloud account and I am supposed to receive an email with the MX settings that I need to change and other information. This email never arrived (my email is hosted on G-Suite, maybe it was blocked but I didn't get it in spam or at all). So, although I can login to the portal etc, I don't have the information I need to setup the service. Is there anyway to see the correct mx settings in the portal? Anyway to get this information sent again to a different email address? Help anyone, I'm stuck. Thanks.

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    I need a solution

    I removed the certificate on my email server and turned off the TLS feature because of some cost issue.

    Then .Cloud started to send outbound message without encryption.

    .Cloud never tries TLS even if 3rd party mail servers (ex: gmail.com) explicitely allow TLS if you send outbound messages without TLS.

    Here is a figure which explains the situation.

    Here is some additional information:

    20180502_FAILED.eml -> TLS test result after I turned off TLS on my server (TLS failed)

    <-- 220 ts6.checktls.com ESMTP TestSender Wed, 02 May 2018 06:12:10 -0400
    --> EHLO mail1.bemta8.messagelabs.com
    < -- 250-ts6.checktls.com Hello  [216.82.243.199], pleased to meet you
    < -- 250-ENHANCEDSTATUSCODES
    < -- 250-8BITMIME
    <-- 250-STARTTLS
    <-- 250 HELP
    --> MAIL FROM:jaemoo.hur@samsungsquare.com

    20180502_SUCCESSFUL.eml -> TLS test result after I turned on TLS on my server (TLS succeeded)

    <-- 220 ts6.checktls.com ESMTP TestSender Wed, 02 May 2018 06:24:45 -0400
    --> EHLO mail1.bemta12.messagelabs.com
    < -- 250-ts6.checktls.com Hello  [216.82.251.13], pleased to meet you
    < -- 250-ENHANCEDSTATUSCODES
    < -- 250-8BITMIME
    <-- 250-STARTTLS
    < -- 250 HELP
    --> STARTTLS
    < -- 220 Ready to start TLS
    ====tls negotiation successful (cypher: AES256-GCM-SHA384)
    client cert:
    Subject Name: undefined
    Issuer  Name: undefined
    ~~> EHLO mail1.bemta12.messagelabs.com
    < ~~ 250-ts6.checktls.com Hello  [216.82.251.13], pleased to meet you
    < ~~ 250-ENHANCEDSTATUSCODES
    < ~~ 250-8BITMIME
    < ~~ 250 HELP
    ~~> MAIL FROM:jaemoo.hur@samsungsquare.com

     
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    I need a solution

    For months now messagelabs.com has been blocking our outbound mail to our customers and banking institutions that use messagelabs.com as their scanning solution.

    Every test I perform shows our reputation to be good, and there is no way to get off your block list automatically.

    I even went as far as to change our public MX IP address today and we are still blocked so you must be blocking by the MX name mail.melloul.com.

    Can you please look into this please?  I have a couple hundred angry employees and I am getting very frustrated because there is nothing I can do about it.

    Out public ip's are 207.34.224.106/29

    We are using 207.34.224.107 mail.melloul.com for our MX

    I would appreciate it if someone could investigate this asap.

    Thank You.

    Richard Bourque

    IT Manager

    Melloul-Blamey Construction

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  • 05/14/18--04:46: Enforce TLS
  • I need a solution

    Are there any guides for configuring TLS to send from an internal Exchange 2010 server to an external body via Symantec Cloud.

    I assume the configuration within the cloud portal is via the TLS Enforcement section, but are there any specific requirements for the Exchange send connector?

    Thanks.

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    I need a solution

    Hello.

    I am Matsumoto, the mail administrator.
    I work for a Japanese company.

    I can't mail to "messagelabs.com". I would like you to investigate.

    --------
    From(SMTP Server):
    52.197.128.153

    --------
    To:
    *.us.messagelabs.com

    --------
    Error example:

    1.Delay long.
     cluster4.us.messagelabs.com[216.82.242.33]:25, delay=3628, delays=3625/0.02/2/0.36, dsn=2.0.0, status=sent

    2.Service Temporarily Unavailable.
     cluster4a.us.messagelabs.com[216.82.251.230]:25, delay=72, delays=0.02/0/69/2.8, dsn=4.0.0, status=deferred (host cluster4a.us.messagelabs.com[216.82.251.230] said: 421 Service Temporarily Unavailable ...

    From cluster4 to cluster4a?

    There was no problem at this site.

    http://ipremoval.sms.symantec.com/lookup/

    I think that it is probably blocked.
    Or, the evaluation of IP may be dropped.

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    I need a solution

    We have several Linux servers on ultiple domains that are not able to send email to messagelab managed domains.  It is starting to cause real issues and I am not able to work out the cause.  Just looking for some assistance.  We are not getting any rejection reason other than "connection timed out". Example of source IP's

    49.255.32.194
     

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    I need a solution

    My organisation seems to also be suffering from blocked emails to/from out clients that use MessageLabs.

    Our URL is 44communications.co.uk, a domain owned via LCN, run through GSuite (213.239.210.144) 

    Our IT support (liaising with Google tech support) suggests the following issue:

    "What is happening is the server with the IP address of 194.114.62.76 (Our Client) is rejecting our server's attempts to deliver the messages you send out to them.

    I do believe this is due to the fact, that our server library is missing from their SPF record. The SPF itself is an email authentication protocol that allows the owner of a domain to specify which mail servers they use to send mail from that domain. By not having the "include:_spf.google.com" part in theirs, which contains all the IP addresses we use they might be blocking us, due to their local server settings."

    Is this an issue you can resolve for us directly? As this is something that is business critical to us now, and is not isolated to just one client.

    Best wishes,

    Alan

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    I need a solution

    I have a new mail server that as everything needed to be not rejected due to policy 7.7 by messagelabs.com servers.

    I has FcRDNS, not an open relay, SPF records published, on a static IP properly, etc.

    It is not on the spamhaus policy block list or any other block list from spamhaus.

    The reputation check from syamantec shows no bad reputation either.

    Yet cluster6.us.messagelabs.com still blocks it by policy.

    Can someone from symantec support please look to see if any blocking for my mail server can be removed?  

    The IP in question is: 104.130.28.30

    Here is a log snippet from policy 7.7 blocking:

    D6C22120477: host cluster6.us.messagelabs.com[216.82.249.212] refused to talk to me: 501 Connection rejected by policy [7.7] 21916, please visit www.messagelabs.com/support for more details about this error message.
    May 17 11:03:15 postfix/smtp[18456]: D6C22120477: host cluster6.us.messagelabs.com[216.82.242.46] refused to talk to me: 501 Connection rejected by policy [7.7] 9606, please visit www.messagelabs.com/support for more details about this error message.
    May 17 11:03:15 postfix/smtp[18456]: D6C22120477: host cluster6.us.messagelabs.com[216.82.251.38] refused to talk to me: 501 Connection rejected by policy [7.7] 16310, please visit www.messagelabs.com/support for more details about this error message.
    May 17 11:03:15 postfix/smtp[18456]: D6C22120477: host cluster6.us.messagelabs.com[216.82.241.100] refused to talk to me: 501 Connection rejected by policy [7.7] 22003, please visit www.messagelabs.com/support for more details about this error message.
    May 17 11:03:30 postfix/smtp[18456]: D6C22120477: to=<pemalkowski@ra.rockwell.com>, relay=cluster6.us.messagelabs.com[216.82.242.36]:25, delay=16, delays=0.15/0.01/15/0, dsn=4.0.0, status=deferred (host cluster6.us.messagelabs.com[216.82.242.36] refused to talk to me: 501 Connection rejected by policy [7.7] 9416, please visit www.messagelabs.com/support for more details about this error message.)

    Thank you.

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    I need a solution

    Dear support,

    We are an e-mail marketing company from the Netherlands and since last week we find that all our e-mails our customers send are being blocked by a large e-mail service provider. We have reached out to this e-mail service provider in the Netherlands (kpn.com, telfort.nl, kpnmail.nl) and they tolds us that our e-mails where being blocked because our application domain is blocked by Symantec.

    The application domain is: app.enormail.eu. It is used for registering unsubscribes, openrates and link clicks.

    They have changed some rules in their spamfilters but the problems are unfortenately not solved. We still get massive amounts of bounces back from the these domains and hope someone here could give us some guidance or assistance.
     

    Thank you in advance,

    Wijnand van der Weij
    Team Enormail 

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    I need a solution

    Over the last few days we have been getting a serious amount of message delaye responses after emailing clients who are behind the message labs email filter.

    I have tried countless times to email support emails to investigate but no response. Our business is being severely imapcted due to this and I need someone to point me in the right direction or put me in touch with someone who can. 

    Do not ask me to contact a client to contact messagelabs/symantec support on our behalf. It's unfeasable and not going to happen.

    Please please please can someone assist?

    Thanks.

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    I need a solution

    Hi,

    Just started using PBE and have setup a mail to go to the pull portal but every time I get this.

    I have also not been given the URL for the portal.  Is this something i should have recevied?  Is there someting that needs configuring on the portal that is causing the error?

    Thanks

    Ian...

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