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  • 1.  Can't send emails to Message Labs customers

    Posted Jun 24, 2015 04:46 PM

    Hi

    We are trying to send emails to few customers who are using Message Labs as their Antispam solution. About a week ago the emails sent by us to those customers started disappearing but it worked fine for years. We use Office 365 in the cloud and I can see on the logs the emails being passed onto the "cluster..." mx record server of those customers, howver, our contacts on our customers' side report that they never got an email. I have spoken to Office 365 and they confirmed that our settings have not changed. I ahve checked our domain for reputation and Office 365 support confirmed that they are not blaclisted either. I do not know whether we received any NDR when it started going wrong but we definitely do not receive any NDRs now. It is weird that 4 of our customers using Message Labs are affected so I am wondering whteher there was an update on Symantec side. Unfortunately, Symantec doesn't wan to talk to us because we need to contact IT departments of our customers but these customers are banks and we cannot get through to their IT. We have been dealing with these banks for long time and now they and us are losing business because of that issue. One thing we noted that sometimes emails do go through if we send them as plain text but not always as sometimes those are still blocked or end up in end users junk folder.

    I would appreciate if anybody could shed any light on the issue or help to get the issue sorted.

    Thank you

    Kind Regards,

    Tom



  • 2.  RE: Can't send emails to Message Labs customers

    Posted Jun 25, 2015 10:49 AM

    Hello Tom,

    The Symantec Cloud service provides client with tools to track any messages that is scanned and treated by the service. While I can understand the challenges faced when communicating email delivery issues to the recipient, Symantec Cloud clients are fully equipped to review any issues pertaining to receiving emails and the Symantec.Cloud service is largely client managed.

    Additionally, the Symantec Cloud service, if it does block emails would generate an NDR back to the sender. If your logs shows the cluster accepting and responding with a 250 OK, then the email was passed on for delivery. What happens to the email then becomes fully visible to the client and this information is private to that account and to the client. 

    Contacting the recipient, you can also reach out to support.cloud@symantec.com and explain the issue you are facing and providing all relevant logs, information, emails details etc that is pertinent to the issue you are facing. In some circumstances the support team may be able to provide feedback on what is ocurring, but they are also under obligation to respect their client's privacy.



  • 3.  RE: Can't send emails to Message Labs customers

    Posted Jun 25, 2015 04:12 PM

    Thank you for your help. Not receiving any NDRs makes us harder than usual to troubleshoot, not to mention how hard it is to reach the appropriate support.

    Don't you find it coincidental that all of those domains use Message Labs? It looks like there either one IT department with one antispam policy or the antispam system update.

    What if there are thousands of people affected by it and Symantec doesn’t care for their customers who don’t receive important emails?

    I have sent email to the email you provided. Thank you.