Connection errors using the Email Submission Add-in for Outlook
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Connection errors using the Email Submission Add-in for Outlook


Article ID: 190982


Updated On:




Customers may be experiencing connection error and experiencing issues submitting False Negative samples using the Outlook Email Add-In Button. 

In the Outlook GUI it first appears as if the sample is being processed, although with significant delays.

If you close the above dialogue box, you will see the error below:

We're sorry, we couldn't access Symantec Email Submission. Make sure you have a network connection. If the problem continues, please try again later.

The sample is not being submitted and no feedback email is generated.


The cause of these errors are within our infrastructure.
This is only affecting submissions via the Outlook Add-In. Submission via ClientNet portal and alternate methods are not affected.


We have identified the underlying cause of this issue and currently working on developing a solution. We are aiming to deploy a permanent fix on May 21, 2020. For forther updates please follow this Status Page posting.

As a workaround you may use the following methods for submitting FN samples. Both methods require an Admin to obtain a copy of the mail from the end user.

  • Submit False Negative Spam/Phishing samples via the Submission Tool 
    • Log in to the ClientNet / Portal under Tools > Email Submissions > Email > Submit False Negative
  • Submit False Negative Malware samples via the SymSubmit Portal 
    • Log in to > Select 'Not Detected by Symantec' > Follow the steps on the site. 
    • The submission goes directly to our SRL team which handles malware submissions. You will get automatic email feedback.