Email Security.cloud

Hi Sirs,

I need a help to unlist my IP mail server from Symantec blocked list. I enter with IP on the lookup Symantec page, the IP are listed, sometimes as negative other as poor, I ask for removal, but after few hours, my server are listed again with the message below. I did this many times during last two weeks.

    The IP address ***.***.***.*** was found to have a negative reputation. Reasons for this assessment include:
    The host has been observed sending spam in a format that is similar to snow shoe spamming techniques.

My server is not listed on any blacklist, is setting with all RBL that cPanel has, use SpamAssassin, use Barracuda list, SPF and DKIM functions, and finally, cPanel and IPage technical support team confirmed that there are any spam activity from the server.

My clients are loosing important emails and after 2 weeks looking for a solution, after open cPanel and IPage support, anyone knows how to solve the problem. And more important there aren't any instruction to implement some kind os configuration to avoid being listed.

Please, what I have to do to avoid being listed?

Thanks in advance for any help and best regards,

Ronaldo Luiz

Sorry, I forgot... IP Server: 162.144.110.215

Hi Ronaldo,

I have checked you IP address on all of the Symantec.cloud systems and can find no negative reputation againgst your IP.

If you have been using http://ipremoval.sms.symantec.com to check your IP this doesnt actually apply to the .cloud services, but to the Enterprise Mail gateway products, and if this is what is causing you problems http://ipremoval.sms.symantec.com allows you to request delisting via this page after performing the IP search

If you need anymore assistance please do let me know

Kind Regards

Richard Brittain
Tier2 Senior Technical Support Engineer

Richard

Thanks for your help

I just checked my IP Mail Server and is listed again and received the message below. I asked for removal yesterday, as I did many times on the last four weeks, after few hours it be listed again.

The IP address 162.144.110.215 was found to have a negative reputation. Reasons for this assessment include:

• The host has been observed sending spam in a format that is similar to snow shoe spamming techniques.

If you checked my IP server I',m not listed on any blacklist and the DNS functions are OK too.

Please, what I have to do to avoid this?

Thanks for any help and best regards,

Ronaldo Luiz

Hi Ronaldo,

Unfortuently I have no visability over what is causing the problem, as this is looked after by Symantec Enterprise Support and not the .Cloud services.

If it was the .cloud systems that were repeatidly stopping you it would likely be due to emails coming from the above IP address which is causing the IP to become negatively listed again.

As we have no control over the systems directly from our side I would highly recommend reaching out to Enterprise Technical Support yourself to request further assistance

Kind Regards

Richard Brittain
Tier2 Senior Technical Support Engineer

Richard

Thanks for your explanation, but I'm still listed as negative reputation.

All my domains are getting reject emails because we are into Symantec list. We aren't Symantec client, but if the destination email are under a server that runs Symantec product we got a rejection.

As others post, we aren't on any blacklist, cPanel and Ipage (host company) certified that we doesn't have any spam activity. DKIMvalidator.com tell that our header are OK. We use SpamAssassin, DKIM and SPF.

Please, what we have to do to not blocked or be included into your whitelist?

Thanks and waiting for your help best regards,

Ronaldo Luiz

Hi Ronaldo,

Even thou you are not a Symantec client, I urge you to contact Enterprise Technical Support,

https://support.symantec.com/en_US/contact-support.html

Explain the situation regarding http://ipremoval.sms.symantec.com

They will have a process to assist you further

Kind Regards

Richard Brittain
Tier2 Senior Technical Support Engineer,

I have been getting this exact same issue over and over again. It doesnt make any sense since all of our subscribers are double opt in. We dont have issue with any other blacklist and for some reason only symantec is labeling our mail as spam. This is our server ip 138.197.77.235.

Hello Dusan,

I reviewed the IP you provided against the Email Security.Cloud systems for which this forum is for, and it is not currently throttled, or listed. I assume then you are referring to a check you perform on the following site.

http://www.symantec.com/security_response/landing/spam/

Without an error message, I cannot guarantee for which product you require assistance for, but strictly speaking in regards to the reputation and investigation request for your IP, if you already done so but request feedback, you can follow the below article.

https://support.symantec.com/en_US/article.TECH82881.html

This article details how you can send an email to Investigation@review.symantec.com to get feedback on the reason why your IP is listed as bad reputation, and how to get this resolved. Please make sure you read the article completely, as it will instructs you on what information you need to provide for our threat analysts to investigate and provide you with feedback.

Regards,
    
Ben Beaulieu
Sr Technical Support Engineer

This is the website I used - http://ipremoval.sms.symantec.com/lookup/ and I keep getting the same response. I also tested the ip on this page http://www.symantec.com/security_response/landing/spam/. I dont understand how our reputation can be bad when we have just started sending from this ip and none of them emails to clients using symantec blacklist have gone through. It just doesnt make any sense. We dont have a single issue with any other ESP, just a single one that uses a symantec blacklist.

Hello Dusan,

Unfortunately the staff managing this forum is not equipped to give you the feedback you are requesting. However, as I previously shared with you, you can request an investigation on the IP by sending an email to our threat analyst to get answers to these very questions.

https://support.symantec.com/en_US/article.TECH82881.html

Please, do take a look at the article and submit an email with all requested details so that you can reach a resolution.

Regards,
    
Ben Beaulieu
Sr Technical Support Engineer

I did as you advised. Got no response. This is extremely dissapointing and in my opinion, completely professional on part of symantec.