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    0 0

    I need a solution

    We are sending messages to a messagelabs managed domain (

    Our IP ( is marked as "The IP address you submitted,, does not have a negative reputation and therefore cannot be submitted for investigation." at the IP investigation query.

    We do not receive any kind of blocking message, they look as delivered at our logs, and do not appear at the clients inbox (nor spam folder).

    What can I do to have my emails delivered to my customers?




    0 0

    I need a solution


    We are having troubles with out outgoing emails to some customers using the messagelabs / symantec system.

    Below is an example of the error

    The following message to was undeliverable.
    The reason for the problem:
    5.3.0 - Other mail system problem 553-'Message filtered. Refer to the Troubleshooting page at\n for more\ninformation. (#5.7.1)'

    My Email Address Sender is


    0 0
  • 06/04/18--19:31: Blocked IP address
  • I need a solution


    my client ( is trying to email their parent company ( but their emails aren't getting through the messagelabs filtering.

    they are getting 421 service temporarily unavailable   when emailing out to this domain.

    i checked this article so i checked their DNS. their DNS resolves correctly and does the nslookup for the MX records correctly but when i do a telnet into the primary MX it won't connect, but it will to the secondary MX record.

    also a tracert doesn't get to the primary MX.
    my clients domain is and they are trying to email to which has the MX records of and

    can you please remove the block for the IP ( i did do a lookup of this IP on but it's not listed with a negative reputation


    0 0

    I need a solution

    Two issues relating to the same message labs user...

    1. We have a client who sends automated mail TO a message labs user, which never arrives, but if they manually send the same email, from the same email address it turns up.

    The automated email ges a 250 sent from their mail server to a smtp relay service; this smtp relay service also gets a 250 sent from messagelabs, then the mail just vanishes (according to the intended recipient it never arrived).

    Exchange > SpamTitan > SMTP Relay > MessageLabs

    2. A different client is expecting email from the same user as #1, and I can see the email hit SpamTitan on our side and then it just fails to proceed... the log just reads..

    Jun  4 00:46:19 sentry postfix/smtpd[XXXXX]: NOQUEUE: filter: RCPT from[]: <[]>: Client host triggers FILTER smtp-amavis:[]:10021; from=<XXXXX@XXXXX> to=<XXXXX@XXXXX> proto=ESMTP helo=<>
    Jun  4 00:46:19 sentry postgrey[576]: action=pass, reason=client whitelist,, client_address=, sender=XXXXX@XXXX, recipient=XXXXX@XXXXX

    Rather than the expected..

    May 31 16:16:49 sentry postfix/smtpd[XXXXX]: NOQUEUE: filter: RCPT from[]: <[]>: Client host triggers FILTER smtp-amavis:[]:10021; from=<XXXXX@XXXXX> to=<XXXXX@XXXXX> proto=ESMTP helo=<>
    May 31 16:16:49 sentry postgrey[576]: action=pass, reason=client whitelist,, client_address=XXX.XXX.XXX.XXX, sender=XXXXX@XXXXX, recipient=XXXXX@XXXXX
    May 31 16:17:44 sentry amavis[XXXXX]: (XXXXX) Passed CLEAN {RelayedInbound,Quarantined}, []:58830 [] <XXXXX@XXXXX> -> <XXXXX@XXXXX>, quarantine: Q/clean-QQoKuYED7CJa, Queue-ID: 6B8FE4AD18A, Message-ID: <XXXXX@XXXXX>, mail_id: QQoKuYED7CJa, Hits: 2.345, size: 656110, queued_as: E05FA4AD1B0, Tests: [BAYES_00=-1.9,DKIM_SIGNED=0.1,DKIM_VALID=-0.1,DKIM_VALID_AU=-0.1,HTML_MESSAGE=0.001,IGNORE_BAYES_00=1.9,KAM_NW=2.75,PYZOR_CHECK=1.392,RCVD_IN_MSPIKE_H2=-1.697,SPF_HELO_PASS=-0.001], dkim_sd=messagelabs:XXXXX, 6324 ms
    May 31 16:17:44 sentry amavis[XXXXX]: (XXXXX) Passed CLEAN, <XXXXX@XXXXX> -> <monica@XXXXX>, Hits: 2.345, tag=-999, tag2=5, kill=5, queued_as: E05FA4AD1B0, L/Y/0/0
    May 31 16:17:46 sentry postfix/smtp[77470]: E05FA4AD1B0: to=<XXXXX@XXXXX>, relay=XXX.XXX.XXX.XXX[XXX.XXX.XXX.XXX]:25, delay=1.7, delays=0.04/0/0.14/1.5, dsn=2.6.0, status=sent (250 2.6.0 <XXXXX@XXXXX> [InternalId=XXXXX] Queued mail for delivery)

    MessageLabs > SpamTitan > Exchange (not since May 31)

    The MX records for the MessageLabs user are:

    Any ideas?


    0 0

    I need a solution


    I am hoping someone from Symantec support could look into this problem.

    When sending mail from our domain ( to customers whose MX records point to both


    mail is being deferred with the following message:

    dsn=4.0.0, stat=Deferred: 421 esmtp: protocol deviation

    The source IP for's mail relay ( is

    I have checked the IPs reputation on and directly at and there's nothing to see there.

    Mail to MX records at (cluster{1,4} are delivering normally, but I see instances where mail to is also deferred with the same "protocol deviation" error.

    It does seem that the cluster{N}a (where in is an integer like 1,2,3...) records are always the backup MX records for the domain. Is there some reason why when we initially queued the messages, the primary MX was unreachable and forced the switch to the backup? And now because the messages are queued for the "backup" and the "primary" is available we are being rejected (using a lower priority MX when the higher priority MX is available is a SPAMmer trick -- hence the "protocol deviation"?)

    Can anyone shed a little more light on why in particular cluster{N} and cluster{N} MX destinations are deferring (for days now) mail from our users?

    Thanks for your insights.


    0 0

    I need a solution

    We have recently had emails to clients using Symantec Cloud being blocked.

    The clients don't understand why similar emails that got through last week are now being rejected 5(53 message filtered) by their system.

    We've checked with Microsoft/MX tools  who confirm we aren't on any blacklists or having an issues with our servers and it must be an issue with Symantec as it's affecting so many users.

    We are about to escalate this with every client so they get an answer from their IT department/Symantec

    I thought posting on here might resolve the issue directly without trying the above which would certainly have a reputational impact to Symantec

    I would appreciate a PM to help resolve this (Is it an IP/Hyperlinks/Content issue?)

    Looking forward to hearing from you soon



    0 0

    I do not need a solution (just sharing information)

    Hi All

    Im trying to fix a problem a client have ,  we cannot receive emails from one domain and it started some days ago..before it was working.

    I can find this on Symantec cloud spam log :  Response: 454 4.7.5 [internal] verify error:num=21:unable to verify the first certificate:depth=0:/CN=xxxxxxx

    Server = exchange 2013  Version 15.0 ‎(Build 1263.5)

    We can send to them 

    No changes has been made to the server in 3m , 

    Can the problem be on the senders side ?




    0 0

    I need a solution

    Hi Team,

    Starting this month I cannot send e-mails to addresses hosted on

    Our e-mail server have IP address (

    My customers tried to sent e-mails from different domains to differrent domains hosted on (,,

    The status is: lost connection with[] while performing the EHLO handshake.

    There wasn’t any spam sent from our server. There wasn’t any security incident in the last months.

    We already checked also your reputation service at the following addresss and reported that our IP is clean:

    Please, can you assist me to solve this problem?


    0 0

    I need a solution

    Hello, we cannot send emails to any of your customers located on  Messages queue at our side with the error: lost connection with[] while performing the EHLO handshake.

    I have checked the RBL lists and we appear to be clear for spam activity. Would you please investigate why this would be the case?

    Thank you.


    0 0

    I need a solution

    Hello, we can not receive emails sended via

    In some cases we lost about 10% of email flow in some cases it is about 100%

    For example today we got NDR from one of out customer who use and can not send to us:

    Delivery has failed to these recipients or groups:


    The server has tried to deliver this message, without success, and has stopped trying. Please try sending this message again. If the problem continues, contact your helpdesk.

    Diagnostic information for administrators:

    Generating server:


    Remote Server returned '< #5.4.7 smtp; 554 5.4.7 [internal] exceeded max time without delivery>'

    Original message headers:

    Return-Path: _customer_email_

    Received: from [] (using TLSv1.2 with cipher DHE-RSA-AES256-GCM-SHA384 (256 bits))

    by id 77/68-03534-A10CE0B5; Wed, 30 May 2018 15:15:38 +0000

    We did not see any traffic from this ip

    But we can see traffic from:

    I already send email request with real domain names to

    Pls provide solution to us!


    0 0

    I need a solution



    We have multiple external parties who complain about delays in emails. The common factor seems to be messagelabs in the path between

    See the headers below


    Hop Delay From By With Time (UTC) Blacklist
    1 * ANMLMBX1002.asp.local ANMLHT2001.asp.local mapi 6/7/2018 12:51:18 PM  
    2 0 seconds ANMLHT2001.asp.local   6/7/2018 12:51:18 PM
    3 0 seconds ESMTP 6/7/2018 12:51:18 PM
    4 5 hour DHE-RSA-AES256-SHA256 encrypted SMTP 6/7/2018 5:24:04 PM
    5 0 seconds network     6/7/2018 5:24:04 PM  
    6 1 Second using cipher DHE-RSA-AES256-GCM-SHA384 (256 bits)) 6/7/2018 5:24:05 PM
    7 0 seconds ESMTP/TLS/DHE-RSA-AES256-GCM-SHA384 6/7/2018 5:24:05 PM
    8 0 seconds ESMTP 6/7/2018 5:24:05 PM
    9 1 Second ESMTP 6/7/2018 5:24:06 PM


    Received: from ([])
              with ESMTP id 2018060719240649-1345099 ;
              Thu, 7 Jun 2018 19:24:06 +0200 
    Received: from ([])
              with ESMTP id 2018060719240554-533311 ;
              Thu, 7 Jun 2018 19:24:05 +0200 
    X-AAB_From_Internet: TRUE
    Received: from ([])
      by with ESMTP/TLS/DHE-RSA-AES256-GCM-SHA384; 07 Jun 2018 17:24:05 +0000
    Return-Path: <
    Received: from [] (using TLSv1.2 with cipher DHE-RSA-AES256-GCM-SHA384 (256 bits))
    by id 3F/05-20068-53A691B5; Thu, 07 Jun 2018 17:24:05 +0000
    Subject: [External] RE: C1706019 Buy In Notifications Sweden
    X-Brightmail-Tracker: H4sIAAAAAAAAA2WSb0gTYRzHfe5u2ylenHPq4yqiJRHpjU0l9IU
    X-SpamReason: No, hits=0.0 required=7.0 tests=sa_preprocessor: 
    X-StarScan-Version: 9.9.15; banners=-,-,-
    X-VirusChecked: Checked
    Received: (qmail 20894 invoked from network); 7 Jun 2018 17:24:04 -0000
    Received: from (HELO (
      by with DHE-RSA-AES256-SHA256 encrypted SMTP; 7 Jun 2018 17:24:04 -0000
    DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt;; s=an_euroccp; c=relaxed/relaxed;
    Received: from ( [])
    by  with ESMTP id w57CpIIE009199-w57CpIIF009199;
    Thu, 7 Jun 2018 14:51:18 +0200
    Received: from ANMLHT2001.asp.local ([])
      by (PGP Universal service);
      Thu, 07 Jun 2018 14:51:18 +0200
    X-PGP-Universal: processed;
    by on Thu, 07 Jun 2018 14:51:18 +0200
    Received: from ANMLMBX1002.asp.local ([fe80::b5e2:f47d:b5de:e585]) by
     ANMLHT2001.asp.local ([::1]) with mapi id 14.03.0352.000; Thu, 7 Jun 2018
     14:51:18 +0200
    To: "'b
    Thread-Index: AQHT/kfmvaoRGRX8Lk2MwGGNCi1n8qRUqAVA
    References: <>
    In-Reply-To: <>
    Accept-Language: en-US
    X-MS-Has-Attach: yes
    x-originating-ip: []
    MIME-Version: 1.0
    From: "
    X-Notes-Item: 859C8EFD:0D29E76E-C12582A5:00370301;
     type=4; name=$REF
    X-Notes-Item: 2C60ED69:6234A33D-2E0C0B0B:6FE0CE1D;
     type=4; name=$INetOrig
    X-Notes-Item: Thu, 7 Jun 2018 12:51:18 +0000;
     type=400; name=$Created
    X-TNEFEvaluated: 1
    X-Notes-Item: FD983B54:1AFD0F8D-C12582A5:005F9749;
     type=4; name=$Orig
    X-Notes-Item: Memo;
    Message-ID: <E892BCE7DE1A4D4784638C0AFDF1B7A601160F68BA@ANMLMBX1002.asp.local>
    Date: Thu, 7 Jun 2018 12:51:18 +0000
    X-Notes-Item: starting jobs # AAAMSR003/HUB/ABNAMRO/NL # 06/07/2018 07:24:07 PM # Process
     M06 #,
    Attachment Block EMEA#NT00000E6A(6000) # AAAMSR003/HUB/ABNAMRO/NL # 06/07/2018
     07:24:07 PM,
    S/MIME Verify 2016#NT00000DDE(3995) # AAAMSR003/HUB/ABNAMRO/NL # 06/07/2018
     07:24:07 PM,
    S/MIME Verify Gw 2016#NT00000DF2(3990) # AAAMSR003/HUB/ABNAMRO/NL # 06/07/2018
     07:24:07 PM,
    S/MIME Verify Client 2016#NT00000DE6(3990) # AAAMSR003/HUB/ABNAMRO/NL # 06/07/2018
     07:24:07 PM,
    Block Forwarded NonDelivery Notifications#NT00000C3A(3500) # AAAMSR003/HUB/ABNAMRO/NL
     # 06/07/2018 07:24:07 PM,
    jobs ended # AAAMSR003/HUB/ABNAMRO/NL # 06/07/2018 07:24:07 PM;
     type=501; flags=0; name=$TkFlag50
     type=501; flags=0; name=RouteServers
    X-Notes-Item: =?UTF-8?B?MDctSnVuLTIwMTggMTk6MjQ6MDYgQ0VEVC8wNy1KdW4tMjAxOCAxOToyNDo=?=
     type=401; flags=0; name=RouteTimes
    X-Notes-Item: ;
     type=501; flags=44; name=$UpdatedBy
    X-Notes-Item: ;
     type=501; name=Categories
    X-Notes-Item: ;
     type=401; name=$Revisions
    X-Notes-Item: Thu, 7 Jun 2018 19:24:09 +0200;
     type=400; name=DeliveredDate
    X-Notes-Item: Opmerkingen op designs FD770;
     flags=6; name=$Abstract
    X-Notes-Item: 859C8EFD:0D29E76E-C12582A5:00370301, 859C8EFD:0D29E76E-C12582A5:00370301;
     type=4; name=$TUA
    X-Notes-Item: 1;
    X-MIMETrack: Itemize by SMTP Server on AAAMSR003/HUB/ABNAMRO/NL at 06/07/2018 07:24:06
    Serialize by NLNOTES.EXE on Nick Grashorn/NL/ABNAMRO/NL(Release 9.0.1FP6|April
     21, 2016) at 08-06-2018 09:40:01
    Content-Type: multipart/related;
    Content-Language: en-US

    0 0
  • 06/12/18--08:03: False Positive
  • I need a solution


    I sent a PDF to someone running Symantec, and my email was quarantined (see below).  Please advise.  



    Sending server IP address:

    Subject: [ redacted ]
    Date: Tue, 12 Jun 2018 12:32:55 +0100
    Message ID: <>
    Virus/Unauthorized code: >>> Possible MalWare 'Exploit/Link-d6e5' found in '2125_2X_PM2_EMS_MA-PDF__Weaveworks=20Introduction=20=2D=20Confidential.pdf::URI-ee550b4a085d71b63c9867dfa6d4eb68'. Heuristics score: 200

    Email quarantined on mail server (Pen ID 37375_1528803196)

    Please contact your IT Helpdesk or System Administrator for further assistance.


    0 0

    I need a solution


    I have implemented SPF as per the symantec guidance but get failures when the host is or any others that start with mail2 (mail2.* When the host starts with mail1 I have no issues.

    SPF record

    v=spf1  ~all


    0 0

    I do not need a solution (just sharing information)

    Has anyone had the requirement to recieve mail from multiple sub-domains, and how have you configured this?

    On our current platform we are able to receive anything pointed to us (resolved by the MX lookup) and can route to our exchange servers based on a match on the destination domain. For example if our domain was we have many MX entries under the domain in DNS like (test, help, users, etc). An incoming message to would resolve the MX to our server. The SMTP route then matches * and forwards the messages. 

    At this stage it appears within I am going to have to set up many domains, one for each MX record as I cannot find a way to accept messages to the subdomains. 


    0 0
  • 06/19/18--20:00: Messages not being delivered
  • I need a solution


    I have been sening messages to users and the messages arent being delivered.

    Sending server ip:

    Logs show the messages as delivered but recipient never gets the message: 2018-06-20 11:35:26 1fVS1q-0005bB-Nj Completed




    0 0

    I need a solution

    Hello Mohammed,

    The emails from domain with Web link ( in email body and email signature are bouncing and are not delivered to the recipients.

    The bounced message has an error code “553 Message filtered” (Remote server:,

    However, the emails sent without the web link is being delivered to the recipients.

    Can you please whitelist email domain and web sites and

    Had asked Symantec team to investigate on same and below were the comments;

    Dear Satya Kabi,

    We are writing to inform you that Symantec Brightmail, as a purely discretionary matter, has decided to lift the block on the message submitted to us for investigation. We wrote a rule filter on your submitted message as a result of significant user complaints and receipt of messages in our decoy email accounts. This indicates to us that you do not have a clean list. Although we have lifted the filtering rule against this mailing list, we recommend that you reconfirm and promptly update your mailing list to remove users who have opted out, and implement a double opt in process. If we continue to receive a higher level of user complaints and/or receive messages in our decoy accounts, there is no assurance that we will not reinitiate a block on your messages.

    Best Regards,

    Symantec Brightmail Investigation Team

    Please share us with the root cause analysis as why was being filtered from messagelabs and we can get this resolved.

    Thanks in advance and looking forward to hearing from you.


    0 0
  • 06/20/18--12:10: SPF 5.7.1
  • I need a solution

    Hi all,

    It seems we are also being hit with the below bouncebacks for any of our tennants on Office 365 sending to anyone who uses Symantec protection.

    The bounceback we are receiving is as follows (for example):

    This is a delivery failure notification message indicating that
    an email you addressed to email address :
    could not be delivered. The problem appears to be :
    -- Recipient email server rejected the message
    Additional information follows :
    -- SPF (Sender Policy Framework) domain authentication
    fail. Refer to the Troubleshooting page at for more 
    information. (#5.7.1)
    This condition occurred after 1 attempt(s) to deliver over
    a period of 0 hour(s).
    If you sent the email to multiple recipients, you will receive one
    of these messages for each one which failed delivery,  otherwise
    they have been sent.

    Our SPF records for all 365 tennants are up to date as they should be. Any ideas on what we can do? This is starting to impact our organisation...


    0 0

    I need a solution
    We are expiriancing the same issue for a good number of clients. The issue started yeasterday for:

    and many others, when sent from domain

    We did supply email as forward, but concidering no feedback is given, it's like a black hole really. I also emailed, but got no reply yet.

    Any chance this can be checked for us ?

    Thank you


    0 0

    I need a solution

    Good Day,

    I want to ask help to allow our email server ( in sending mail.

    Here are the logs we are receiving:

    connect to[]:25: Connection timed out

    to=<>,relay=none, delay=72117, delays=71966/0.02/150/0, dsn=4.4.1, status=deferred (connect to[]:25: Connection timed out)




    0 0

    I need a solution

    Hi Team

    Our Domain emails getting blocked by several other companies using Symantec cloud.

    Our SPF and DKIM record are properly configured. Please help us to resolve our issue, its hampering our business. We have attached email headers for reference.

    Bounce Message - 553 Message filtered. Refer to the Troubleshooting page at for more information. (#5.7.1)

    Looking forward to hear from you.




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