Requirements for Troubleshooting Email Data Protection Policy Issues

Products

• Email Security.cloud

Issue/Introduction

This article outlines the information and requirements needed to effectively troubleshoot issues related to Email Data Protection. When a data protection policy did not trigger as expected or failed to act on specific messages, Support requires information to troubleshoot the issue. 

Environment

• Email Security.cloud
• Email Data Protection 

Resolution

Before contacting Broadcom Support regarding issues with Email Data Protection Policies, please ensure the following prerequisites are met.

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1. Review Existing Troubleshooting Guidance

Review the steps provided in this Knowledge Base article: Email Data Protection Policy does not trigger

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2. Information Required by Support

To assist the investigation, Support requires the following:

• Policy Name

• Username or email address of the user experiencing the issue

• Email sample in .eml format only

• Track and Trace logs in .csv format (Note: Screenshots are not accepted)

For help exporting Track and Trace logs, refer to: Searching for an email with Email Track and Trace

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3. Timing of Sample Submission

• Email samples must be submitted within 14 days of the incident.

• If the sample is older than 14 days, please reproduce the issue and collect fresh samples and logs.

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4. Submitting a Support Case

Once all the necessary information are gathered:

• Create a new Support Ticket at Broadcom Support Portal

• Upload all samples and logs as case attachments. Do not include logs or samples in the body of a case comment or reply.

Refer to this KB article for instructions on uploading files: Uploading files to cases on the Broadcom Support Porta

Note: Data Protection administrators are exempted from the policies.

Additional Information

Providing complete and timely information will help expedite investigation and resolution of your request.