Submitting a spam false positive for investigation when unable to use the Anti-Spam submission portal.
553 - Message Filtered
Track and Trace shows an email Action as Quarantined or Blocked or Redirected or Subject Tagged with the Service listed as "Anti-spam"
Solution. A false positive spam email is a legitimate email incorrectly given a verdict of spam. This email can be submitted to Symantec for analysis and filter review.
Indicators of a False Positive Spam Email
Sender of the email received a bounce back stating "553-Message filtered".
Track and Trace search result in the Symantec.cloud Portal displays "Anti-Spam" under the "Service" column and "Brightmail" or "spam detected heuristically" under the "Reason" column.
Format for sample submission if unable to use the submission portal:
Mail client instructions can be found in the article: Mail client instructions for submitting valid email attachments
If the problem persists after 24 hours of a submission or you need feedback regarding it, contact support with the following information:
Details of the original email
Details of the false positive spam sample submission
Alternative submission process for large samples
If the total size of email submission exceeds 2 MB, email or upload the sample in a password-protected zip file to the applicable support case.
Include the password to the zip file in a case note or separate email.
Frequently Asked Questions