User is unable to release an email from Email Quarantine

Products

• Email Security.cloud

Issue/Introduction

A user's quarantined email cannot be released

Environment

• Symantec Email Security.cloud
• Email Quarantine

Cause

Possible factors that may cause this issue:

• The email has already been deleted.
   
• The quarantine period has expired.
   
• The user's access permissions have been revoked.
   
• Active summary notifications have been disabled since the notification was sent, or some other change to the Email Quarantine configuration has been made that causes the release not to be possible.

 

Resolution

Possible resolution of the issue:

• The email has already been deleted.
  Once an email has been deleted from the user's quarantine mailbox, the email cannot be recovered.
   
• The quarantine period has expired.
  The default quarantine period is 14 days.
   
• The user's access permissions have been revoked.
  Quarantine Administrator can revoked access for that user's account since the active summary notification was sent out.
   
• Active summary notifications have been disabled since the notification was sent, or some other change to the Email Quarantine configuration has been made that causes the release not to be possible.

Note :  Below are the Quarantine Portal links.

• EMEA Quarantine Portal: https://eu.quarantine.symantec.com
• NAM Quarantine Portal: https://us.quarantine.symantec.com