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  • 1.  Message filtered sending to Message Labs Customers

    Posted Apr 12, 2018 01:26 PM
    Dear Symantec,
     
    My name is Mykhaylo Stefanyuk, and I represent SoftServe Inc company. We have faced with an issue,  that our domain SOFTSERVEINC.COM has been recently filtered by your service (https://www.symantec.com/products/endpoint-hybrid-cloud-security) and now we can’t send e-mails to at least 4 our existing Customers which are Customers of Message Labs : 
     
    • csc.com
    • dxc.com
    • ucb.com
    • sgn.co.uk 
     
    On this forum, I found many similar cases where the same solution is always offered for resolution, for example like this
     
    But... 
    What does it mean? 
    Should we submit samples every time for your investigation?
     
    As for me, it's a nonsense.
     
    Use this link

    where 'the solution' was more detailed described, I sent the test message with subject "Message filtered sending to ML customers" to investigation@review.symantec.com
    but still waiting for the BOUNCE message/reply to complete all steps of 'the solution'.
     
    How long I have to wait?
    How do I make sure everything will work?
    'Everything' means that all outgoing mail from our domain to any domain which is using Message Labs won't be filtered.
     
     
    Thank you in advance for the prompt response.
     
     
     


  • 2.  RE: Message filtered sending to Message Labs Customers

    Posted Apr 12, 2018 01:38 PM

     - 



  • 3.  RE: Message filtered sending to Message Labs Customers

    Broadcom Employee
    Posted Apr 16, 2018 07:13 AM

    Hi

    Please submit example of issue mails as per the process outlined below.

    https://support.symantec.com/en_US/article.TECH250089.html

    As per the comments you should get a response within 7 business days.

    Regards

    Ian Tiller

    Tier 2 Senior Product Support Engineer



  • 4.  RE: Message filtered sending to Message Labs Customers

    Posted Apr 20, 2018 09:21 AM
      |   view attached
    Hello, Ian
     
    Sorry for the delay in responding.
    First of all, I have to say that everything is working now
     - all emails from our domain (softserveinc.com) to our Customers domains are delivering without bounces now.
     
    Here is a list of domains which use Message Lab and with whom we communicate and were received bounce-back (April 11-12 )
     
        csc.com
        dxc.com
        ucb.com
        sgn.co.uk 
     
    and
     
        aircharter.co.uk
        ajg.com
        concur.com
        danone.com
        statestreet.com
     
    After deeper investigation, I've found that emails from our domain (SOFTSERVEINC.COM) to Message Labs Customers (mentioned above domains) could be divided into two groups
     
    - 1st - many messages from our service account 'jira-service@softserveinc.com' to mostly one domain from the list - csc.com - these are notifications from JIRA which naturally have 'bulk' character and even more - have 'special/magic string' in headers (all notifications from Jira have such string by vendor's design) - 'Precedence: bulk'
    (see attachment)
    - 2nd - regular single messages from SoftServe employee to any recipients from the mentioned domains.
     
    So, my version is the next
    - Message Labs reacts on our 1st type of messages and due to its regulatory policies, I think temporary, put our domain to something like grey-list and give us the bounce-back message which in turn causes bounce-back for simple messages of 2nd type.
     
    Is it so?


  • 5.  RE: Message filtered sending to Message Labs Customers

    Posted Apr 20, 2018 09:51 AM
    ....
    So, how I can prevent such issues in future?
    Is it possible to add softserveinc.com domain to global Approved Senders list at messagelabs.com (something like 'white list')?
    Or, maybe, I have
     - to ask every our Customer (mentioned domains) to add softserveinc.com domain to their Approved Senders list through their Message Lab account?
    If yes, then
     - could you please provide an instruction how to do that, which I will provide to them and will perform this every time when we will face similar issues in future with another Customer (domain)?


  • 6.  RE: Message filtered sending to Message Labs Customers

    Broadcom Employee
    Posted Apr 26, 2018 09:37 AM

    Hi

    We wouldn't whitelist your domain gobally, however as you mention clients do have the ability if they wish to whitelist a specifc domain or sender from the Anti-Spam scnning service.

    All they would need to do is login to their online portal, go to Services > Anti-Spam> Approved senders, click on Add Entry, put your domain in the text box on the left and then click on Update.

    Then after a short propagation period emails from your domain to those clients that do this will not be subject to spam scanning.

    Hope that helps.

    Kind regards

    Ian Tiller

    Tier 2 Senior Product Support Engineer