Email Security.cloud

 View Only

  • 1.  Emails not being accepted by messagelabs to one domain from multiple customers

    Posted Feb 22, 2018 05:25 AM

    Hi all,

    I hope I've found the correct sub forum, there were quite a few and we're not a user of your product currently, but I found a few posts similar to my issues.

    We're a small software company, we host mails for some of our customers, one of our customers in particular are not receiving emails from some of their customers, all these customers have one thing in common when I look up their MX records, they are all using *.eu.messagelabs.com.

    I found this http://ipremoval.sms.symantec.com/lookup/ and checked the customers IP and received this : The IP address you submitted, IP Address, does not have a negative reputation and therefore cannot be submitted for investigation.

    This problem has been happening for a couple of weeks, I've told our client they need to speak to their customers, but most of these people are single person companies who've bought packages products and our customer is getting frustrated.

    Is there anyway I can try and progress this for them, the customer receives 1000's of mails a day, only issues we have are the messagelabs ones. The emails in question don't get as far as their mail server and I don't have access to the remote customer to get any more information.

    Can give MX records / IP's if helps, but thought best not to post them openly :)

    Hope you can help and let me know if you need information.

    Regards

    Andy



  • 2.  RE: Emails not being accepted by messagelabs to one domain from multiple customers

    Posted Feb 22, 2018 11:47 AM

    Submit a sample of the email that's blocked to:

    investigation@review.symantec.com 

    reference link: http://www.symantec.com/docs/TECH82881



  • 3.  RE: Emails not being accepted by messagelabs to one domain from multiple customers

    Posted Feb 23, 2018 05:06 AM

    Thanks Brian, will try and get that done now, will be stuck on a train for the next few hours but will dig some info out now, thank you!



  • 4.  RE: Emails not being accepted by messagelabs to one domain from multiple customers

    Posted Feb 28, 2018 12:01 PM

    Hi guys,

    Is there a timeframe when we're likely to hear back from the investigations team? I've not heard or had a comfirmation from that email, got my customer asking me as he is being hounded by their customers.

    I've also got hold of one of their customers IT Departments who should have also contacted Messagelabs, they are a paying customer so hopefully lend some more info to it.

    Cheers

    Andy