Are email delivery issues affected by Email Security.cloud services?

Products

• Email Security.cloud

Issue/Introduction

Troubleshooting guides to determine whether or not the following email delivery issues are related to Symantec Email Security.cloud services:

• Problems sending or receiving emails.
• Experiencing intermittent inbound or outbound failures.
• Email bounces
• Undeliverable email

Resolution

Table of Contents

• Email Delivery Troubleshooting
• Anti-Malware Troubleshooting
• Anti-Spam Troubleshooting
• Image Control Troubleshooting
• Data Protection Troubleshooting
• Symantec.Cloud is Blacklisted
• Symantec Email Delivery Troubleshooting Tool

Email Delivery Troubleshooting

Helps with the following issues or configurations:

• Issues receiving email
• Issues sending email
• Intermittent email failures
• Emails to a recipient domain appear to be trying to deliver to a server NOT in their MX Record
   

Anti-Malware Troubleshooting

Helps with the following issues or configurations:

• False Positive - Email incorrectly identified as malware
• False Negative - Email containing suspected malicious content was not intercepted by Symantec.Cloud
   

Anti-Spam Troubleshooting

Helps with the following issues or configurations:

• Anti-Spam best practice settings
• False Positive - Email incorrectly identified as spam
• False Negative - Spam email not intercepted
• Troubleshooting SPF Issues
• Troubleshooting DMARC Issues
   

Image Control Troubleshooting

Helps with the following issues or configurations:

• Image incorrectly identified 
• Image was not intercepted by Symantec.cloud. 
• Approved or blocked images don’t appear to work 
   

Data Protection Troubleshooting

Helps with the following issues or configurations:

• Data Protection best-practice settings
• Data Protection “False Negatives” - Email not triggered when it was expected to
• Data Protection “False Positives” - Email triggered when it was not expected to
   

Symantec.cloud is Blacklisted

Helps with the following issues:

• IP is blacklisted and emails are being blocked
• Cannot send external emails
• Broadcom IPs blocklisted
• Sender on blacklist 

Symantec Email Delivery Troubleshooting Tool

You can address these issues and questions using the Symantec Email Delivery Troubleshooting Tool.

This tool runs the same tests that a support agent would complete and highlights the steps necessary to resolve the issue.

 

Additional Information

See also Troubleshooting email delivery in Email Security.cloud.