Email Security.cloud

On multiple accounts, we are receiving this message from sending to our clients which we have been emailing back and forth for a long time with no problem up until November, 2016.

Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the server for the recipient domain -------- by cluster2.us.messagelabs.com. [216.82.241.243].

The error that the other server returned was:
553-Message filtered. Refer to the Troubleshooting page at
553-http://www.symanteccloud.com/troubleshooting for more
553 information. (#5.7.1)

----

All clients using messagelabs (symantec) are no longer able to send to us or recieve our mail. We have had to clear up this issue with several clients by contacting their IT departments through other means and personal emails, and having each of them manually whitelist us.

If you could pinpoint the root cause of this or help in assisting us with having this block removed it would be very helpful, I can send you anything you need. It's very unusual that we've gone from being able to send back and forth for over a year to completely blocked for several clients.

Thanks,

Hello

In order for us to investigate this issue could I ask you to please follow the process set out in the link below.

https://support.symantec.com/en_US/article.TECH233678.html

Once a sample as been submitted as per this process please can you direct message me with the address it was sent from and what time so I can get this checked.

Thank you.

Hi Paulsar,

Could you provide your external facing IP's which are used to send out emails and also a sender and Recipients full email address of an email which failed within the last few days.

Once I have that information we can investigate further for you.

Kind Regards

Kevin Brosnan

Tier 2 Senior Technical Support engineer.

Hi, I sent an email over, but we use google apps for our mail so I do not believe there is a way for me to send a mail attachment based on that guide. Sending a direct message to you now with the email address & time.

We use google apps (gmail) so I suspect it gets sent out from google's servers which is a large range of IPs.

I will PM you the email, thanks~

Tried, it says I cannot send you the message as it triggers spam filter.

Hi - I sent an email over with the mail attachement as per the instructions on the guide that was linked to me in the first comment.

I sent the email attachement containing the delivery response to CLOUDfeedback@feedback-87.brightmail.com on Fri 1/20/2017 2:23 PM. Can anyone please assist me with this I have not heard back from anyone in a week.

Hi Paul

Could you please confirm the email addres you used to send the sample from. I can then look to locate it within the submission system.

Kind regards
Dave Parker

Senior Principal Technical Support engineer.

Hi Paul,

Can you confirm the address of who sent the sample in? If the issue has since been resolved due to the signature being removed please resolve the thread however if you do provide the full email address who sent the sample to CLOUDfeedback@feedback-87.brightmail.com on on Fri 1/20/2017 2:23 PM we can check to get the signature removed if it has not already.

Kind regards

Kevin Brosnan

Tier 2 Senior Technical Support Engineer.

Hi Paul,

Just following up on this FP issue and wondered if you still have the issue. If so please do let me know once the samples have been sent. Of if the signatures have since been removed and the issue is no longer happening. Please set the Thread as resolved to prevent other people making comments on this.

Kind regards

Kevin Brosnan

Hi K Brosnan,

This thread is not resolved and I've not recieved any help whatsoever as of yet. 

I have now sent this same message over to two people with no response - Sym_Ian_T, Dave Parker Sym. I have now just sent over this same message to you, also, with the full email address who sent the sample to CLOUDfeedback@feedback-87.brightmail.com on on Fri 1/20/2017 2:23 PM.

We are blocked from sending/recieving with or without signatures - and we are still completely blocked from sending to clients, so no this issue has not been resolved since removing signatures.

Hi,

That sample you sent in is no longer being blocked by our scanners as the signature in question has since been removed. Also they have used that sample to add rules to prevent simular emails being blocked in the future.

This will now resolve the issue, please feel free to resolve this thread once you are happy to do so.

Kind regards

Kevin Brosnan

Appreciate the help, that seems to have fixed things. :)