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501 Connection rejected by policy [7.7] 13904 (usually different numbers here), please visit www.messagelabs.com/support for more details about this error message.

  • 1.  501 Connection rejected by policy [7.7] 13904 (usually different numbers here), please visit www.messagelabs.com/support for more details about this error message.

    Posted Aug 02, 2017 08:08 AM

    Hi Tech Support

    Can you please look into this situation as we are getting emails being rejected from one domain - www.digway.co.uk and the emails relating to them. The only emails being rejected are the ones that Symantec is monitoring. No other domain is affected.

    We have been in continual contact with tmdhosting.com who we have used for a couple of years without any problems until this 501 Connection Error.

    We have been informed that the ISP is not on a blacklist and we can guarantee that there is no spam / junk mail being sent by our client.

    OUR IP IS 198.20.127.153

    Please see full discussions and efforts we have made but to no avail as even today 2 more 501 errors occured; highly annoying.

    I have sent sent an email to you but no acknowledgement of any sort, this was after numerous attempts via the site.

    Can someone please let us know what is happening and why are our clients being rejected. This is costing us credibility, time and potential business as the client wants to order more services from us.

    I would really appreciate a reply as soon as possible as this has been going on for nearly 3 weeks.

    Thanking you in advance.

    Amir Azam

    __________________________________________________________

    Sorry for the lengthy communique that is going to follow:

    Dear Tech Support

    Can you please look at this situation for us as it is affecting our relationship with our client.

    We keep getting the following error:

    501 Connection rejected by policy [7.7]

    We have been onto our hosting / email providers, a reasonably reliable company:

    www.tmdhosting.com

    They have assured us that our VPS is clean and not on a blacklist:

    198.20.127.153

    See: https://www.talosintelligence.com/reputation_center/lookup?search=198.20.127.153

    We have been having these issues for nearly 3 weeks now, all mainly related to one domain:

    www.digway.co.uk

    emails that are getting blocked by your system are from:

    raj@digway.co.uk

    barry@digway.co.uk

    gary.gola@digway.co.uk

    The server has no issues with any other email recipients other than those monitored by Symantec and all the errors are;

    Series of 501 Connection rejected by policy [7.7]

    Is this server / can this server not be lifted off any blacklisting that you may have.

    The number of emails sent monthly from this server is just just in the hundreds and we know for a fact that none of our clients are send block emails / spam.

    This is our communication with TMD in trying to resolve the situation, it is seriousl becoming an issue:

    eMail Rejections on www.digway.co.uk Accounts

    ID: 956244

     Status: Customer-Reply

    Amir Azam
    Client

    23/07/2017 12:16

    Hi GST
    Can you please look at www.digway.co.uk thoroughly as emails from this domain have been problematic. Initial main problems were due to a 501 error (Symantec placing our server on a blacklist).
    I have just had this message from raj@digway.co.uk
    _________________________________________________________________




  • 2.  RE: 501 Connection rejected by policy [7.7] 13904 (usually different numbers here), please visit www.messagelabs.com/support for more details about this error message.

    Broadcom Employee
    Posted Aug 03, 2017 03:44 AM

    Hi Amir

    I'm looking into this issue for you now.
    I will update you shortly.

    Thank you

    Ian Tiller

    Tier 2 Senior Techncial Support Engineer



  • 3.  RE: 501 Connection rejected by policy [7.7] 13904 (usually different numbers here), please visit www.messagelabs.com/support for more details about this error message.

    Broadcom Employee
    Posted Aug 03, 2017 04:06 AM

    Hi Amir

    I can confirm we have removed the listing which was causing the 7.7 error you were seeing. After a short propagation period your mail should flow via us without further issue.

    If I can ask you to check and confirm and if everything is ok to mark this thread as resolved?

    Thank you

    Ian Tiller

    Tier 2 Senior Technical Support Engineer



  • 4.  RE: 501 Connection rejected by policy [7.7] 13904 (usually different numbers here), please visit www.messagelabs.com/support for more details about this error message.

    Posted Aug 03, 2017 06:06 AM

    Hi Ian

    Thanks for this. Hopefully all will be okay, but if not can I please contact you again.

    We had another 3 bounce backs - and the clients client is a very formidable customer so need to nip this in the bud now. And the majority of the emails that are beiong rejected are from major comapnies / governmental organisations so you can see why our client is worried.

    Thanks for the prompt reply btw :-)

    Amir



  • 5.  RE: 501 Connection rejected by policy [7.7] 13904 (usually different numbers here), please visit www.messagelabs.com/support for more details about this error message.

    Broadcom Employee
    Posted Aug 03, 2017 08:20 AM

    Hi Amir

    By all means if you see further issues please follow up here.

    Please note I'm an annual leave from the close of today for 2 weeks however my colleagues will be monitoring this forum.

    Thanks

    Ian Tiller

    Tier 2 Senior Technical Support Engineer