Email Security.cloud

Good afternoon!
The problem remains, we can not send emails to our customers (chinatelecomglobal.com, chinatelecomeurope.com, fujitsu.com, vodafone.com, etc)

When sending emails I receive an error:
Remote Server returned '<[195.245.230.51] #5.0.0 smtp; 5.3.0 - Other mail system problem 553-'Message filtered. Refer to the Troubleshooting page at\nhttp://www.symanteccloud.com/troubleshooting for more\ninformation. (#5.7.1)' (delivery attempts: 0)>'

IP addresses of mail servers 62.33.0.2, 62.33.0.3

Several times already sent samples of letters to the address: CLOUDfeedback@feedback-87.brightmail.com
Tell me the reason why our IP addresses are blocked?

Hi Aleksey,

Could you please let me know the date you sent samples to the feedback address and also what sending email address you used? I'll check we received them correctly and if so will inform the relevent team to investigate.

Kind regards

Dave Parker

Senior Principal Technical Support Engineer

Hi Dave,

Sent samples to the feedback address (CLOUDfeedback@feedback-87.brightmail.com) 26/01/2017, 01/10/2017, 12/01/2016
Messages sent from the addresses a.slisarchuk[dot]ttk.ru

Kind regards
Aleksey Slisarchuk

Hi Aleksey,

We have received no emails on that date from that sender.

Please can you check if the proceedure was followed correctly and send again if required. If the signatures have since been removed and the issue no longer exists, please set the thread as resolved.

Kind regards

Kevin Brosnan

Tier 2 Senior Technical Support Engineer.

Hi Kevin,

Sent samples to the feedback address (CLOUDfeedback@feedback-87.brightmail.com) 01/02/2017
Messages sent from the addresses belka357[dot]gmail.com

Kind regards
Aleksey Slisarchuk

Hi Aleksey,

I have found the Sample provided but unfortunately its showing as 'Invalid' for us to analyse, this means it has not been submitted to us in the correct manner.

Ever so sorry about this but could you resend the sample as below:

False Positive Submissions

A legitimate email which has been incorrectly given a verdict of spam can be submitted to Symantec for analysis and filter review. 

To analyze a false positive sample, Symantec must receive the original false positive email:

• As an "message/rfc822" email attachment*
• One email attachment per submission**

Send the false positive sample as an email attachment to the following address:

CLOUDfeedback@feedback-87.brightmail.com

Then let me know the sender once sent.

Kind regards

Kevin Brosnan

Hi Kevin,

Sent samples to the feedback address (CLOUDfeedback@feedback-87.brightmail.com) 03/02/2017
Messages sent from the addresses belka357[dot]gmail.com

Kind regards
Aleksey Slisarchuk

Hi Aleksey,

I'm sorry but the sample provided is 'INVALID' and will need to sent as nelow:

To analyze a false positive sample, Symantec must receive the original false positive email:

• As an "message/rfc822" email attachment*
• One email attachment per submission**

Send the false positive sample as an email attachment to the following address:

CLOUDfeedback@feedback-87.brightmail.com

Then let me know the sender once sent.

Kind regards

Kevin Brosnan

Hi Kevin,

I sent these instructions (Microsoft Outlook 2010 and 2013)
https://support.symantec.com/en_US/article.TECH233678.html#Instructions

Sent samples to the feedback address (CLOUDfeedback@feedback-87.brightmail.com) 03/02/2017
Messages sent from the addresses a.slisarchuki[dot]ttk.ru

Kind regards
Aleksey Slisarchuk

Hi Aleksey,

I cannot find any samples from a.slisarchuki@ttk.ru is the file size over 2MB or are you sending more than one attachment? The sample must be sent as a single email attachment and cannot be over 2MB.

Kind regards

Kevin Brosnan

Hi Kevin, 

error in the sender correctly a.slisarchuk@ttk.ru

Kind regards
Aleksey Slisarchuk

Hi Aleksey,

I have now passed all the relevant details to our Anti-spam team and I will update you once their Investigation is complete.

Kind regards

Kevin Brosnan

Hi Aleksey.

Our anti-spam team have now confirmed that the detection has been removed for the sample provided.

Please set this Thread to resolved to ensure others do not add to it.

Kind regards

Kevin Brosnan

Hi Aleksey.

If you no longer need assistance on this, can you please set this Thread to resolved to ensure others do not add to it.

Kind regards

Kevin Brosnan

Hi Kevin, 

2 days mail is working properly, messages left.
Now again come Errors
Remote Server returned '<[85.158.136.83] #5.0.0 smtp; 5.3.0 - Other mail system problem 553-'Message filtered. 

Sent samples to the feedback address (CLOUDfeedback@feedback-87.brightmail.com) 15/02/2017
Messages sent from the addresses a.slisarchuk[dot]ttk.ru

Kind regards
Aleksey Slisarchuk

Hi Aleksey,

I have got your latest sample and I am sending over to the appropriate team for analysis, I will update you as soon as I can.

Kind regards

Kevin Brosnan

Hi Aleksey,

I can now confirm that we now have added detection for the sample you submitted. Can you please set this Thread to resolved to ensure others do not add to it and if the issue comes up again please raise another thread in this forum and either myself or a colleague will investigate for you.

Kind regards

Kevin Brosnan

Hi Aleksey,

Apoligies, What I should of said is the Detection has been removed and the email will no longer be blocked. Can you please set this Thread to resolved to ensure others do not add to it and if the issue comes up again please raise another thread in this forum and either myself or a colleague will investigate for you.

Kind regards

Kevin Brosnan