Messaging Gateway Unable to submit missed spam

Products

• Messaging Gateway

Issue/Introduction

As of  about 02 December, 2018 you have been unable to submit messages to Symantec as missed spam or not spam.  The conduit process logs show large number Bad rule name errors.

Status

• As of 17:00 UTC, December 6, 2018:

  All issues have been resolved.

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• As of 02:30 UTC, Dec 5, 2018 here is the latest update:
  
  Spam Effectiveness (Spamhunter module) – Remediation has been put in place and the service is fully restored. We are monitoring closely to ensure there is no further customer impact.
  
  We will provide an update when more information becomes available.
   
• As of 00:30 UTC, Dec 5, 2018 here is the latest update:
  
  Spam Effectiveness (Spamhunter module) – We continue to monitor this issue to ensure our remediation has fully resolved the issue. We have not seen a recurrence of errors being presented since we deployed the fix.
  
  We are focused on fully restoring service as soon as possible. The next update will be provided at 02:30 UTC on Dec 5, 2018, or as soon as new information becomes available.

• As of 22:30 UTC, here is the latest update:
  
  Spam Effectiveness (Spamhunter module) – We continue to monitor this issue to ensure our remediation has fully resolved the issue. We have not seen a recurrence of errors being presented since we deployed the fix.
  
  We are focused on fully restoring service as soon as possible. The next update will be provided at 00:30 UTC on Dec 5, 2018, or as soon as new information becomes available.

• As of 20:30 UTC, here is the latest update:

  Spam Effectiveness (Spamhunter module) – We continue to monitor this issue to ensure our remediation has fully resolved the issue. We have not seen a recurrence of errors being presented since we deployed the fix.

• As of 18:30 UTC, here is the latest update:

  Spam Effectiveness (Spamhunter module) – We continue to monitor this issue to ensure our remediation has fully resolved the issue. We have not seen a recurrence of errors being presented since we deployed the fix.

• Update Dec 4, 2018 16:30 UTC:
  
  We continue to investigate this issue and ensure all issues have been remediated. As of 16:30 UTC, here is the latest update:
  
  Spam Effectiveness (Spamhunter module) –We continue to monitor this issue to ensure our remediation has fully resolved the issue.
  
  We are focused on fully restoring service as soon as possible. The next update will be provided at 18:30 UTC on Dec 4, 2018, or as soon as new information becomes available.
   
• Update Dec 4, 2018 08:30 UTC:

We continue to investigate this issue and ensure all issues have been remediated. As of 08:30 UTC, here is the latest update:

Spam Effectiveness (Spamhunter module) – The update to the rulesets resolved the error some customers were receiving. We continue to monitor this issue to ensure our remediation has fully resolved the issue.

We are focused on fully restoring service as soon as possible. The next update will be provided at 16:30 UTC on Dec 4, 2018, or as soon as new information becomes available.

• Update Dec 4, 2018 00:30 UTC:
  We continue to investigate this issue and ensure all issues have been remediated. As of 00:30 UTC, here is the latest update:

  Spam Effectiveness (Spamhunter module) – The update to the rulesets resolved the error some customers were receiving. We continue to monitor this issue to ensure our remediation has fully resolved the issue.

  We are focused on fully restoring service as soon as possible. The next update will be provided at 08:30 UTC on Dec 4, 2018, or as soon as new information becomes available.

• Update Dec 3, 2018 22:30 UTC:
  We continue to work towards resolving this problem. As of 22:30 UTC, here is the latest update:
  
  Spamhunter – We continue to monitor the changes made to rulesets.
  
  We are focused on restoring service as soon as possible. The next update will be provided at 00:30 UTC on Dec 4, 2018, or as soon as new information becomes available
   
• Update Dec 3, 2018 20:30 UTC:
  
  We have various groups working together to address this problem.  As of 20:30 UTC, here is the latest update:
  
  Spamhunter – We have modified the rulesets and are currently monitoring the outcome of it.
  
  We are focused on restoring service as soon as possible. The next update will be provided at 22:30 UTC or as soon as new information becomes available.
• Update 12/3/2018 18:30 UTC
  
  Our engineering team is investigating DNS Reputation, Spamhunter and Curl56 issues in parallel. A number of mitigation steps such as database tuning, addition of resources and log analysis are in progress.
  
  We are handling this incident at a highest priority. The next update will be provided at 20:30 UTC or as soon as new information becomes available.
• Update 12/3/2018 15:00 UTC
  
  Our engineering team continues to investigate the underlying issue. The next update will be provided at 17:00 UTC or as soon as new information becomes available.
  
  If you require any assistance with issue mitigation, feel free to get in touch with our support team here: https://support.symantec.com/en_US/contact-support.html

Environment

conduit_log:
Spamhunter module: Bad rule name: 0

Cause

The spamhunter ruleset is malformed and cannot be loaded

Resolution

This issue does not impact mail flow but does result in reduced spam filtering effectiveness