Connection errors using the Email Submission Add-in for Outlook
Article ID: 190982
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 / Symantec.cloud Portal under Tools > Email Submissions > Email > Submit False Negative
Submit False Negative Malware samples via the SymSubmit Portal