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Settings that affect delivery of Email Quarantine messages and notifications

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Article ID: 164065

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Updated On:

Products

Email Security.cloud

Issue/Introduction

Email quarantine users are not receiving welcome message, summary notifications, or active digest notifications

Cause

Welcome messages and summary notifications/active digest notifications are not being delivered due to mis-configuration of email quarantine settings. It is also possible these are not being delivered due to an issue with the Symantec.cloud infrastructure.

Environment

Symantec.Cloud Management Portal

Resolution

The matrix that follows shows the interactions between the configuration settings that affect the delivery of email quarantine welcome messages and summary notifications. If you experience unexpected behavior regarding these messages, the information in the matrix may help determine the reason for the behavior.

Scenario Users receive welcome messages and summary notifications *(1) Users can release and delete emails directly from Active Digest (AD) notifications *(2) Address Registration (AR)*(3) Does Symantec send the welcome email to quarantine users? Does Symantec
send the summary notification?
Comments
1 ON ON ON YES YES Welcome message and
Active Digest notifications are sent.
2 ON OFF OFF YES YES* *if the end user follows the instructions in the welcome email to register for the quarantine account.
3 ON OFF ON YES YES Summary notifications are sent
without active digest links
4 ON ON OFF YES YES* *if the end user follows the instructions in the welcome email to register for the quarantine account.
5 OFF ON ON NO NO N/A
6 OFF ON OFF NO NO N/A

*(1): Configure welcome messages and summary notifications on the Services > Email Services > Email Quarantine page.

If the option to "Disable access to Symantec Email Quarantine interface for users (Users will still receive summary notifications)" has been selected, the Welcome Message would not be delivered to the users. It is recommended to use scenario #1 as listed above for the users to receive the Active Digest notifications instead.

*(2): Configure active notification on the Services > Email Services > Email Quarantine page.

*(3): Configure on the Services > Email Services > Platform > Address Registration page.

After making any changes in the Symantec.Cloud Management portal for quarantine settings, please allow up-to 1 hour for the changes to take effect. Once the quarantine settings have been corrected and the users continue to not receive their welcome message, summary notifications/active digest notifications, please contact Symantec Technical Support.

Note: Quarantine settings apply at the global level or at the domain level. Quarantine settings would not apply at the anti-spam group level settings.