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    I need a solution

    Hello - We're having issues sending to multiple clients who their MX servers all resolve to message labs. I was wondering if anyone could elaborate on why we'd be receiving the following error:

    2018-11-08 01:00:01 Remote host cluster8.us.messagelabs.com [67.219.250.101] closed connection in response to sending data blocks
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    0 0

    I need a solution

    I am a novice when it comes to Symantec's system.  One of my user's is unable to send a message because of a rule by Symantec (probably created by my predecessor). I have a couple of questions regarding the issue:

    • Can I override the system to have a one-time exception? Can I temporarily turn it off or allow the specific message to bypass the rule?
    • Are there any KB article(s) on the issue or training videos?
    • Since I am a novice, please mention anything else you think would be relevant to the issue and helping me resolve it.

    I have contacted the company that Symantec's Help Desk company (Aurea).  They are very friendly and helpful, but the process is very time consuming.  I was hoping to have remote session or a KB article on the subject, so I can learn about the issue and how to resolve it in the future.

     

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    I do not need a solution (just sharing information)

    Hello,

    We just resolved an issue emailing to multiple messagelabs customers.

    After a new exchange 2016 server got configured (with microsoft best practice security guidelines) we couldnt email to multiple domains who happen use messagelabs.

    Errors we got in protocollog smtpsend:

    TLS negotiation failed with error InvalidToken

    421 Service Temporarily Unavailable

    After troubleshooting we found that a Diffie-Helmann cipher suite was forced to be 2048bit on our exchange server but the MessageLabs servers only accepted worse/lower encrypted communication(i.e. 512/1024bit). 

    More information about this issue:

    https://weakdh.org/

    Could this issue be resolved?

    Sincerely,

    Mark

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    0 0

    I need a solution

    Hi

    our domain, orotongroup.com is unable to send to anyone using messaglabs as an email security tool.

    We have sent emails to the service desk but are getting very little help as it continues to happen even after they say it was fixed.

    Is there someone that can help me to work out what is going on as this is affecting us but also symantec customers that are unable to receive email from us.

    Is there a way to see why we are blacklisted of some sort? Is there something we need to change to stay on the good side of Symantec?

    thanks in advance for any help

    Julian

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    0 0

    I need a solution

    Hi Support, 

    our domain, westdoc.ie is unable to send eamils to anyone using messaglabs as an email security tool.

    We have made seperate send connector to two of our customers (Vodafone.com and aramark.ie) that point to the primary MX cluster server and then we are able to send email but there is delay of 2 hours. 

    Could you please look in to the issue why we are unable to send email to messagelabs users as there is no issue with other domain which are not using messagelabs. All email deliver without any delay. 

    Regards,

    Usman Sheikh 

    Network Administrator

    Westdoc.

     

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    0 0

    I need a solution

    Hi,

    Our SMTP mail gateway is trying to send to a domain that uses MessageLabs as their gateway provider and whenever we send an email it sits on our server as the receiving server (<250-mail555.messagelabs.com Hello ip-100-113-14-12.eu-central-1.aws.symcld.net [100.113.14.12]> in this case) returns a 421 Service temporarily unavailable message.

    This happens straight after the RCPT TO command is issued in the SMTP conversation.

    The solutions are either to wait for a number of retries before the email is allowed to send or go into our SMTP gateway software and force an immediate retry until the mail is allowed to send.

    This has been going on for a while (over a year) so please can something be done to resolve it.

    Chris

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    0 0

    I need a solution

    I have a phone system that sends a large amount of voice mail and faxes via email to a customer. The email is sporadically bouncing between being delivered and the connection timing out. I spoke to the service provider for the customers email and they can't seem to get any resolution on it hence why I'm here working on a service that I don't manage. The IP of the mail server the messages are coming from is 35.168.236.155. Some messages appear to be delivered (I'm getting 250 OK messages) and then emails that follow right behind it are timing out trying to connect to the message lab servers, specifically cluster6.us.messagelabs.com because thats what the customers MX records resolve to. I have been told that the server IP is whitelisted and all should be good, but I feel like the messages are still being either throttled or connections to the mail cluster are being throttled and that's why I'm getting the connection time outs. This is an ongoing problem and is becoming more and more visible to the customers management team so I need to get this resolved. Messages that time out being delivered are queued and attempted later, but the customer isn't getting their voicemail and faxes for sometimes up to 24-48 hours later. Can someone please check this for me? The mail provider doesn't appear to want to call Symantec to resolve this so I'm working on it as well. I can provide detailed logs through private message or email from support, but not here for obvious reasons. I have posted timestamped logs for review. 

    Nov 20 11:25:48 ip-172-31-16-21 postfix/smtp[26672]: connect to cluster6.us.messagelabs.com[67.219.247.52]:25: Connection timed out
    Nov 20 11:26:05 ip-172-31-16-21 postfix/smtp[26606]: connect to cluster6.us.messagelabs.com[67.219.250.100]:25: Connection timed out
    Nov 20 11:26:05 ip-172-31-16-21 postfix/smtp[26608]: connect to cluster6.us.messagelabs.com[67.219.247.52]:25: Connection timed out
    Nov 20 11:26:06 ip-172-31-16-21 postfix/smtp[26609]: connect to cluster6.us.messagelabs.com[67.219.246.196]:25: Connection timed out
    Nov 20 11:26:07 ip-172-31-16-21 postfix/smtp[26552]: connect to cluster6.us.messagelabs.com[67.219.251.52]:25: Connection timed out
    Nov 20 11:26:18 ip-172-31-16-21 postfix/smtp[26672]: connect to cluster6.us.messagelabs.com[67.219.246.196]:25: Connection timed out
    Nov 20 11:26:36 ip-172-31-16-21 postfix/smtp[26606]: connect to cluster6.us.messagelabs.com[67.219.250.196]:25: Connection timed out
    Nov 20 11:26:36 ip-172-31-16-21 postfix/smtp[26608]: connect to cluster6.us.messagelabs.com[67.219.250.100]:25: Connection timed out
    Nov 20 11:26:36 ip-172-31-16-21 postfix/smtp[26609]: connect to cluster6.us.messagelabs.com[67.219.247.52]:25: Connection timed out
    Nov 20 11:26:37 ip-172-31-16-21 postfix/smtp[26552]: connect to cluster6.us.messagelabs.com[67.219.246.196]:25: Connection timed out
    Nov 20 11:26:48 ip-172-31-16-21 postfix/smtp[26672]: connect to cluster6.us.messagelabs.com[67.219.250.100]:25: Connection timed out
    Nov 20 11:27:06 ip-172-31-16-21 postfix/smtp[26606]: connect to cluster6.us.messagelabs.com[67.219.247.52]:25: Connection timed out
    Nov 20 11:27:06 ip-172-31-16-21 postfix/smtp[26608]: connect to cluster6.us.messagelabs.com[67.219.246.100]:25: Connection timed out

    0

    0 0

    I need a solution

    We are having challenges sending emails to domains behind the messagelabs filter  for example ********@multi-lab.co.uk
    Remote Server at cluster1a.eu.messagelabs.com (52.59.20.232) returned '400 4.4.7 Message delayed'
    11/20/2018 5:11:50 PM - Remote Server at cluster1a.eu.messagelabs.com (52.59.20.232) returned '441 4.4.1 Error encountered while communicating with primary target IP address: "421 4.4.2 Connection dropped due to SocketError." Attempted failover to alternate host, but that did not succeed. Either there are no alternate hosts, or delivery failed to all alternate hosts. The last endpoint attempted was 52.59.20.232:25'

    Original message headers:

    Our ip is 197.155.231.158

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    0 0

    I need a solution

    Dear sirs

    It's almost a week that I found again every day our server listed in your blacklist with a bad reputation. Each day I request an investigation at http://ipremoval.sms.symantec.com/lookup/ and the problem seems to be resolved till the next day. The reason provided for the assessment is “The host is unauthorized to send email directly to email servers” but this message cannot help me in any way to figure out what the actual problem is.This issue is costing to our company a lot of problems with our customer using Symantec mail security and so rejecting our emails. There is no spam coming out from our mail server, there is no virus on our mail server and no other pc in our network is sending spam nor is infected. Please keep in mind that our mail server is not listed in any worldwide blacklist but your one. The problem looked like to be solved a couple of months ago

    Would you please help me to actually work out this problem ?

    Thank you in advance

    Kind regards

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    0 0
  • 11/29/18--07:45: Returned email
  • I need a solution

    We are getting the following error when sending email to one of your clients:  host cluster9a.us.messagelabs.com [52.86.5.60]: 421 Service Temporarily Unavailable

    dmcsmtp.dansmanagement.com

    Please remove the block or let me know the problem.

    Thank you

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    0 0
  • 11/29/18--12:14: 553 Rejected Emails
  • I need a solution

    Hi,

    Our application has been running happily for years but suddenly started getting the below errors:

    class javax.mail.SendFailedException: 553-you are trying to use me [server-4.tower-245.messagelabs.com] as a relay, but I have not been configured to let

    553-you [52.166.60.166, unknown] do this. Please visit

    553-www.symanteccloud.com/troubleshooting for more details

    553-about this error message and instructions to resolve

    553 this issue. (#5.7.1)

    The SMTP server is configured as cluster5.eu.messagelabs.com

    This is affected a few different applications and no changes have been made at this end

    The IP address we are sending from are (The reputations appear to be OK):

    52.166.60.166

    104.40.180.26

    40.91.195.181

    Please can you let me know what is causing this (Unofrtunately I cant find the login details to our messagelabs account either so cant check at that end)

    Thanks

    0

    0 0

    I need a solution

    Hi Folks 

    I wonder if there is any Message Labs gurus out there taht can give me some advise:

    We recently moved over to 365 email system and ever since any of our previous senders on message labs are getting bounce back messages with an error 

    Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.

    The #< #5.7.1 smtp; 550 5.7.1 <>... Relaying denied> #SMTP#

    any help would be apprecated 

     
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  • 12/09/18--17:48: email block
  • I need a solution

    My client cannot send email to message lab addresses. We do not send bulk mail and are not listed on any blacklist including Symantec.

    Returned emails have a header like this:

    Subject: dmcsmtp.dansmanagement.com Mail delivery failed : returning message to sender

    This message was created automatically by the SMTP relay on dmcsmtp.dansmanagement.com.

     

    A message that you sent could not be delivered to all of its recipients.

    The following address(es) failed:

      coloniallifesales.com

        SMTP error from remote mail server after RCPT TO:@coloniallifesales.com>:

        host cluster9.us.messagelabs.com [52.73.243.182]:

        421 Service Temporarily Unavailable: retry timeout exceeded

    ------ This is a copy of the message, including all the headers. ------

    Return-path: <aaraujo@dansmanagement.com>

    Received: from [200.0.0.54] (port=40176 helo=dmcsmtp.dansmanagement.com)

                    by dmcsmtp.dansmanagement.com with esmtp (Exim 4.82_1-5b7a7c0-XX)

                    (envelope-from <aaraujo@dansmanagement.com>)

                    id 1gUZwM-00008V-2X

                    for <message lab client>; Wed, 05 Dec 2018 11:22:22 -0500

    Received: from dmc-Mail2010.dmcdomain.local ([fe80::9c64:df94:9c18:229c]) by  dmc-Mail2010.dmcdomain.local ([fe80::9c64:df94:9c18:229c%10]) with mapi id  14.03.0415.000; Wed, 5 Dec 2018 11:22:22 -0500

    X-CTCH-RefID: str=0001.0A020205.5C07FB3E.00DD,ss=1,re=0.000,recu=0.000,reip=0.000,cl=1,cld=1,fgs=0

    From: Abigail Araujo <aaraujo@dansmanagement.com>

    To: <message lab client>

    Subject: Test

    Thread-Topic: Test

    Thread-Index: AdSMtqTriyykCgvwQCKUl+Jmuj+kSQ==

    Date: Wed, 5 Dec 2018 16:22:21 +0000

    Message-ID: <3C7074C5333CC54287CD83E334D3105709CD65C7@dmc-Mail2010.dmcdomain.local>

    Accept-Language: en-US

    Content-Language: en-US

    X-MS-Has-Attach: yes

    X-MS-TNEF-Correlator:

    x-originating-ip: [200.0.0.152]

    Content-Type: multipart/related;

                    boundary="_004_3C7074C5333CC54287CD83E334D3105709CD65C7dmcMail2010dmcd_";

                    type="multipart/alternative"

    MIME-Version: 1.0

    --_004_3C7074C5333CC54287CD83E334D3105709CD65C7dmcMail2010dmcd_

    Content-Type: multipart/alternative;

                    boundary="_000_3C7074C5333CC54287CD83E334D3105709CD65C7dmcMail2010dmcd_"

    --_000_3C7074C5333CC54287CD83E334D3105709CD65C7dmcMail2010dmcd_

    Content-Type: text/plain; charset="us-ascii"

    Content-Transfer-Encoding: quoted-printable

    Our email filter shows a smtp spool like this:

    2018-12-09 15:01:18 cluster9.us.messagelabs.com [67.219.246.102]:25 Connection timed out
    2018-12-09 15:03:25 cluster9.us.messagelabs.com [67.219.247.54]:25 Connection timed out
    2018-12-09 15:05:33 cluster9.us.messagelabs.com [67.219.246.198]:25 Connection timed out
    2018-12-09 15:07:40 cluster9.us.messagelabs.com [67.219.251.54]:25 Connection timed out
    2018-12-09 15:09:47 cluster9.us.messagelabs.com [67.219.250.198]:25 Connection timed out
    2018-12-09 15:09:47 SMTP error from remote mail server after RCPT TO:<postmaster@coloniallifesales.com>: host cluster9a.us.messagelabs.com [52.206.215.254]: 421 Service Temporarily Unavailable
    2018-12-09 15:09:47 postmaster@coloniallifesales.com R=dnslookup T=remote_smtp defer (-44): SMTP error from remote mail server after RCPT TO:<postmaster@coloniallifesales.com>: host cluster9a.us.messagelabs.com [52.206.215.254]: 421 Service Temporarily Unavailable

    This is my 2nd post and I have emailed the investigation email address twice. So far I have no replies

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    0 0

    I need a solution

    Messages sent from our domain which contain our URL, www.lakesidebank.com, are being filtered.  If I turn off the URL in our signature line, the messages go through OK.  This happened about 2 weeks ago as well and I sent an email to investigation@review.symantec.com and they seemed to fix it.  But now it's back.

    Error details:

    Error Details

    Reported error:

    550 5.0.350 Remote server returned an error -> 553 Message filtered. Refer to the Troubleshooting page at;http://www.symanteccloud.com/troubleshooting for more;information. (#5.7.1)

    DSN generated by:

    CY4PR1801MB2038.namprd18.prod.outlook.com

    Remote server:

    server-12.tower-348.messagelabs.com

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    0 0

    I need a solution

    Last week, we signed on with Symantec Email Security.cloud and I'm looking for a feature wherein, when communication between Symantec Email Security.cloud system and the customer's on-premise mail server is disrupted or broken (which would occur, for example, if customer's Internet connection goes down, or if customer's mail server is down), and thereafter, incoming emails start queuing up at Symantec Email Security.cloud system, it does the following:

    - after a pre-configured/specified time lapse (say 30 minutes), Symantec Email Security.cloud system sends out alert via SMS and email (can be personal email), both of which can be specified via a config page on Symantec Email Security.cloud system portal page.

    Right now, Symantec Email Security.cloud system appears to wait 'til incoming emails piling up in a customer's queue reaches certain threshold limit (which can be pre-configured, and I'm told that it should be around 10 to 15% of daily email volume), and when someone at Symantec Email Security.cloud notices the threshold limit being reached or exceeding, that person picks up the phone and calls the customer admin.  So, it's a queue volume-based system, and it's clearly a manual system.  A problem I see with this system is, this type of breakage in communications between a email security cloud system and customer's network or server typically occurs at late night hours (ask me how I know).  And during those off-peak hours, the volume of emails is substantially lower than during peak/business hours.  So, 10 to 15% is going to be reached after probably (throwing out a random number here) like 8 hours.  In such case, well, that's next business day morning, and users are already at the office.  So, for faster reaction, I suppose this threshold limit can be lowered to like 1 to 5%, but that probably rquires several adjustments to reach an optimum figure.  So, instead of threshold limit-based trigger, if it can be setup for time-based (again, let's say 30 minutes after the customer can't be reached), it'll be a far better and more responsive alerting mechanism.  We've had this with MX Logic and Proofpoint, two competitors of Symantec Email Security.cloud, and we found it tremendously useful.

    Also, if and when said trigger condition occurs, instead of some live person picking up the phone to call the admin, wouldn't be easier for everyone involved if the cloud system just SMS texts the admin's mobile number? (and, perhaps double that effort by emailing said admin also, to his or her personal/secondary email address).  And, only call the admin if there's no resolution even after 4 or 8 hours.  Right now, I get SMS texts every evening from Symantec Email Security.cloud announcing that Email Encryption Maintenance is in progress and, later, that said maintenance has finished.  I personally don't find this particular notification useful, but the point is, Symantec Email Security.cloud system already, on some levels, utilize SMS texting to notifiy/alert customer admins.  So, would it be too difficult to apply this SMS alerting mechanism to the above-described connection-to-customer-system-broken type of situation??

    Implementing this type of feature is obviously a matter of deploying some developers and cranking out some codes.  Please get this done.  Symantec Email Security.cloud is behind on its competitors on a number of features as it is.

    Regards,
    Randall Yoo

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    0 0

    I need a solution

    Hello,

    We can’t send messages to recipients who use messagelabs email service,

    Our email server mail.aitelecom.net is at IP address 200.9.182.24 and 200.9.182.6

    Is it possible to remove this IP address from the blacklist?

    Last month we had an issue with one of our accounts sending spam, but we have fixed since then.

    this is a sample of rejected message:

    De: Mail Delivery System <MAILER-DAEMON@messagelabs.com> Enviado el: viernes, 14 de diciembre de 2018 05:42 a.m.

    Para: ocastillo@aitelecom.net

    Asunto: Mail Delivery Failure

    This is the mail delivery agent at Symantec Email Security.cloud.

    I was unable to deliver your message to the following addresses:

     we ha

    ocastillo@aitelecom.net

    Reason: 554 5.7.1 <ocastillo@aitelecom.net>: Recipient address rejected: SMTP AUTH is required, or it is a spam with forged sender domain

    The message subject was: Directorio Empresarial Mexicano 2019 The message date was: Fri, 14 Dec 2018 05:41:52 -0600 The message identifier was: 0F/69-08740-217931C5 The message reference was: server-9.tower-346.messagelabs.com!1544787715!3047177!8

    Please do not reply to this email as it is sent from an unattended mailbox.

    Contact your email administrator if you need more information, or instructions for resolving this issue.

    Regards,

    Manuel Canto

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    0 0
  • 12/17/18--07:52: Blacklist issues
  • I need a solution

    Greetings All.

    I need some assistance regarding my email server ip keeps getting added to the blacklist and i'm not sure why that is.

    What info do i need to provide to try and get this sorted please.

    Richard

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    0 0

    I need a solution

    We are receiving conneciton time out from one of our IP addresses 65.52.22.183

    Meanwhile we have connection all over the world from this source IP. Is there any throttling limit that might be applied to this source address ?

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    0 0

    I need a solution

    Hello,

    I have issues sending emails to several of my customers which are using messagelabs.com email edge. I'm getting 421 Timeouts when sending messages from two of my edge servers. What is the proper way to have my IP addresses removed from throttling on your end?

    IPs in question are 188.114.87.134 & 91.150.167.126

    Thanks!

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    0 0

    I need a solution

    We are experiancing timeout when we are sending emails to some of our clients. 

    Host cluster5.us.messagelabs.com  reply is connection time out. Meanwhile we can connect to other services via 25 port , but only message labs give us this error.

    Source IP address: 65.52.22.183

    Trying to telnet to the device directly from our device to port 25 but we still got an error. Any ideas ?

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