Error: “Approve sender/domain failed” when adding an entry in the quarantine portal

Products

• Email Security.cloud

Issue/Introduction

When attempting to add an entry (email or domain) to an Approved or Blocked Senders list via the Email Security.cloud Quarantine portal, the following error appears:

"Approve sender/domain failed. Please try again after some time.”

 

Environment

Email Security.cloud

Cause

This error typically occurs when duplicate entries already exist in the user’s approved or blocked senders list, which prevents the portal from saving a new entry.

Resolution

An administrator must identify and remove the duplicate entries using the ClientNet portal. Follow these steps:

1. Export User’s Approved/Blocked Senders List

1. Log in to the Email Security.cloud portal.

2. Navigate to Services > Anti-Spam.

3. From the Domains drop-down, select the domain of the affected user.

4. Open the List Management tab.

5. In the Approved and Blocked Senders Lists search box, enter the user’s email prefix (before the @).

6. Click Display to view the user’s list.

7. Click Download to export the CSV file.

   • Save the file in standard comma-delimited (CSV) format.

 

2. Identify and Remove Duplicate Entries

1. Open the downloaded CSV file in a spreadsheet editor (Excel, Google Sheets, etc.).

2. Look for duplicate entries (same email, domain, or IP address).

3. Log in to the ClientNet portal.

4. Navigate to the Approved and Blocked Senders list for the same user/domain.

5. Search for each duplicate entry identified in the CSV file.

6. Delete all duplicate entries.
   
   

3. Reattempt Adding the New Entry

Once duplicates are removed:

1. Return to the Quarantine portal.

2. Attempt to add the approved/blocked sender again.

3. Confirm the entry is saved successfully.

Additional Information

• Before adding a new entry, search the list for existing entries to avoid duplicates.
• Advise users that once duplicates are removed, the issue should no longer occur.
• If the error persists after removing duplicates, contact Broadcom Support for further investigation.

 

Related KB article:

Unable to approve/block sender or domain from the Email Quarantine portal in Symantec Email Security.cloud