Trying to release a message from quarantine and you get the error, "Cannot release the message. It has either been released already or a delivery error occurred. Please check Brightmail Log for details."

Article:TECH204049  |  Created: 2013-03-19  |  Updated: 2013-03-19  |  Article URL http://www.symantec.com/docs/TECH204049
Article Type
Technical Solution

Product(s)

Issue



Customer is unable to release a message from quarantine.

The message could be destined for an internal domain or an external domain.


Error



"Cannot release the message. It has either been released already or a delivery error occurred. Please check Brightmail Log for details."


Solution



Check the domain.com portion of the TO: Address. (In other words, what is after the @ sign in the TO: Address)

That is the domain we are trying to contact when we release the message.

Then verify the settings in (Administration -> Control Center -> SMTP)

(NOTE: This setting is where all alerts, admin notifications and messages released from quarantine are delivered)

It will either be set to "Use existing non-local relay settings" or "Define new host" with an IP and port configured.

If "Use existing non-local relay settings" is selected, then verify the Outbound Non-Local Mail Delivery settings under (Administration -> Configuration -> Select the "Local Host" -> SMTP -> Outbound)

If "Use MX lookup for non-local domain mail" is selected then we will use DNS to find the MX record of the TO: Address. And all messages will be delivered to the MX record IP.

If "Relay non-local mail to the following hosts:" is selected then we are going to deliver all messages released from quarantine to those IP addresses.

If "Define new host" is selected, then we will deliver all messages released from quarantine to that IP and port.

The default is to use "Outbound Non-Local Mail Delivery" settings, which by default is set to "Use MX Lookup for non-local domain mail". Which means all email will be delivered via MX record lookup and sent to the resulting IP.

In order to use this option, your internal DNS must be able to resolve an internal MX record for all of your internal domains. Internal means when we do an MX record lookup your "domain.com" it must return the IP address of your mail server that will accept messages for that domain.

If you use "Define new host" you will not be able to release messages that are destined for external domains. The control center will attempt to deliver them to your mail server, which is likely not configured to accept email for that domain. All local mail will be accepted and all non-local (external) will be rejected and will return an error and remain in quarantine.




Article URL http://www.symantec.com/docs/TECH204049


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