An email in virus pen cannot be released

Products

• Email Security.cloud

Issue/Introduction

You are unable to release an email flagged by the anti malware service.

Cause

There are instances where an email meets the following criteria therefore cannot be released directly from the portal:

• The item contains confirmed malware, such as a mass-mailing virus.
• Recipients were BCCs, and not the original recipient address.
• The email is an outbound email.
• The user doesn't have the correct permissions to be able to release items from quarantine.

Resolution

Please contact support team with the email details including the "PEN ID" received in the notification email for further assistance.