Troubleshoot Email Security.cloud services

Products

• Email Security.cloud

Issue/Introduction

Learn how to resolve common issues with Email Security.cloud services, including email delivery failures, anti-malware false positives, and intermittent outbound NDRs. This KB provides direct links for managing Image Control, Data Protection, and Blacklist queries.

Environment

Email Security.cloud

Resolution

Contents

• Email delivery troubleshooting
• Anti-malware troubleshooting
• Anti-spam troubleshooting
• Image control troubleshooting
• Data protection troubleshooting
• Blacklist troubleshooting

Email delivery troubleshooting

This troubleshooting guide covers:

• Issues receiving email.
• Issues sending email.
• Intermittent email failures.
• Emails to a recipient domain delivering to a server not in their MX Record.

See Email delivery troubleshooting for Email Security.cloud.

You can troubleshoot various issues with Email Security.cloud services using the Email Delivery Troubleshooting Tool.

Anti-Malware troubleshooting

This troubleshooting guide covers:

• False positives - For email incorrectly identified as malware.
• False negatives - For email containing suspected malicious content not intercepted.

See Anti-Malware troubleshooting for Email Security.cloud.

Anti-Spam troubleshooting

This troubleshooting guide covers:

• Anti-Spam best practice settings.
• False positives - For email incorrectly identified as spam.
• False negatives - For spam email not intercepted.
• Troubleshooting SPF issues.
• Troubleshooting DMARC issues.

See Anti-Spam troubleshooting for Email Security.cloud.

Image Control troubleshooting

This troubleshooting guide covers:

• Image incorrectly identified.
• Image not intercepted by Email Security.cloud.
• Approved or blocked images do not work.

See Image control troubleshooting for Email Security.cloud.

Data Protection troubleshooting

This troubleshooting guide covers:

• Data Protection best practices.
• Data Protection “false negatives” - Email not triggered when it was expected to.
• Data Protection “false positives” - Email triggered when it was not expected to.

See Data protection troubleshooting for Email Security.cloud.

Blacklist troubleshooting

See Symantec.cloud is blacklisted.