Email delivery failure with FATAL: timeout triggered after 60 seconds

Products

• Email Security.cloud

Issue/Introduction

This article describes a scenario when sending outbound emails from own infrastructure to the recipient via Email Security.cloud infrastructure result in error:  FATAL: timeout triggered after 60 seconds in Email Delivery Troubleshooting Tool.

Environment

 Email Security.cloud

Cause

If we are unable to connect to the recipient mail server, i.e. a connection is refused, we immediately fail over to the next route that we have for the recipient domain. If there are no more routes, the mail is queued for delivery.

Resolution

Emails go into retry and queue, as the recipient mail server generates a temporary (4xx series) error when Symantec.cloud attempts to connect. We then queue the email and retry the connection until the server accepts it or the retry period expires.