Messaging Gateway Error from web server 500

Products

Messaging Gateway

Issue/Introduction

As of 02 December, 2018 you notice a large number of the following in your conduit log.

Error from web server 500 - Internal Server Error : unable to GET: https://aztec.brightmail.com/customer/rules/spamsigs.vcdiff/2/latest.

Status

As of 17:00 UTC, December 6, 2018:

All issues have been resolved.

As of 02:30 UTC, Dec 5, 2018 here is the latest update:

DNS Issue (Reputation) – 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 02:30 UTC, Dec 5, 2018 here is the latest update:

Error from web server 500 - Internal Server Error – 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:

Error from web server 500 - Internal Server Error – 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 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:

Error from web server 500 - Internal Server Error – The fix has propagated, and we are no longer seeing errors messages. 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 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:

Error from web server 500 - Internal Server Error – The fix has propagated, and we are no longer seeing errors messages. We continue to monitor this issue to ensure our remediation has fully resolved the issue.
As of 18:30 UTC, here is the latest update:

Error from web server 500 - Internal Server Error – We have created a fix and currently working on deploying it to the production environment. Once deployed we are estimating 1-hour propagation time. The error message does not have any impact to the efficacy of the service.
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:

Error from web server 500 - Internal Server Error – Our engineers are currently working on recreating the ruleset. The error message does not have any impact to the efficacy of the service.

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 04, 2018 08:30 UTC:

Symantec is currently working to rebuild these rulesets.

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.

Conduit_log:

Error from web server 500 - Internal Server Error : unable to GET: https://aztec.brightmail.com/customer/rules/spamsigs.vcdiff/2/latest.

Cause

During a migration of backend servers, special case rulesets were not successfully migrated.

Resolution

This issue does not effect mail flow and does not result in reduced spam filtering effectiveness.