One-time PIN (OTP) email isn't sent when assigning a policy in the Symantec Endpoint Security (SES) console

Products

• Endpoint Security Complete

Issue/Introduction

When attempting to assign a Host Integrity Compliance Policy or device posture policy to a Device Group in the Symantec Endpoint Security (SES) console, a one-time PIN (OTP) is required. This PIN is sent to the registered email address of the user performing the assignment. In some environments, specifically within SaaS hosting locations, this email may not be delivered.

• The email containing the PIN is never received.
• Junk folders and spam filters show no blocked emails from Symantec Integrated Cyber Defense Manager.
• Issue occurs during the assignment of Host Integrity or device posture policies.

Environment

Symantec Endpoint Security

Cause

The registered user's email address has exceeded the Symantec Endpoint Security bounce count threshold, causing the system to stop sending automated emails to that address.

Resolution

Contact Broadcom support to request a reset of the "bounce count" for the users Symantec Endpoint Security registered email address.

• For further assistance, see Contact Broadcom Support
• To speak with a representative, see Contact Support and scroll to the bottom of the page to select the respective region.