Users are unable to submit false negative emails using Email Security.Cloud submission add-in.
Error occurred during email submission
The issue may be caused due to:
To help in troubleshooting problems with network connectivity and firewall rule implementations, included below are step by step commands that can be executed.
Once all of the information has been gathered, create a compressed archive of the text files, along with the submitter's Email Address and contact our Symantec technical support via phone or by opening a support case with this information for analysis.
Before proceeding, make sure you have completed the steps in the "Before you install" section in the article: Install Outlook Email Submission Add-in.
On the client computer, perform an operating system level connectivity test on established ports from machine/firewall to destination server/firewall. The test should verify routing, DNS resolution, network address translation, ports, and URLs where applicable.
Make sure to allow the following ICMP types temporarily at the firewall level. Enabling access to these types is needed to produce the required responses from the network path.
Note for Windows 7 users; you may have enabled the Telnet client/command. To enable telnet on Windows 7, search in the start menu for “Turn Windows features on or off.” Click on the menu item and turn on the “Telnet client.”
telnet submissions.emailsecurity.symantec.com 443 > C:\submission_telnet.txt
[root]# telnet submissions.emailsecurity.symantec.com 443 Trying 18.104.22.168... Connected to api.emailsecurity.symantec.com. Escape character is '^]'.
tracetcp submissions.emailsecurity.symantec.com:443 -c > c:\submission_tcp.txt
Once the TCP traceroute is completed, please review the text file(s) and make sure that it contains information that can be analyzed. If the file shows information as shown below:
[22.214.171.124:443] 1 * * * Request timed out. [126.96.36.199:443] 2 * * * Request timed out. [188.8.131.52:443] 3 * * * Request timed out.
Tracing route to submissions.emailsecurity.symantec.com [184.108.40.206] over a maximum of 30 hops: 1 1 ms 1 ms 1 ms todsrcatdsd01-vlan100.org.symantec.com [192.168.2.2] 2 2 ms 1 ms 2 ms ton1-rpi-wan-1-g0-0.org.symantec.com [192.168.2.129] 3 34 ms 9 ms 8 ms 220.127.116.11 4 123 ms 92 ms 92 ms messagelabs-1.bar2.phx2.us.bb.symantec.net [18.104.22.168] 5 98 ms 98 ms 98 ms submissions.emailsecurity.symantec.com [22.214.171.124] Trace complete.