End Users Not Receiving Quarantine Notifications

Products

• Messaging Gateway

Issue/Introduction

In some environments, you may notice that while certain end users receive quarantine notifications as expected, others do not. This inconsistency typically points to a configuration or directory resolution issue within your system.

Cause

1. Address Resolution Failure:
   The system is unable to correctly resolve the user’s email address through the directory integration source (DDS).

2. Policy Configuration:
   The highest precedence policy group associated with the user does not have end-user quarantine enabled.

Resolution

Step 1: Check Address Resolution

1. Navigate to:
   Administration > Settings > Directory Integration > Address Resolution

2. Use the address resolution query to test the address resolution for the user who is not receiving notifications.

Step 2: Verify Policy Group Assignment

1. Go to:
   Administration > User > Find User

2. Search for the affected user to identify the policy group to which they belong.

3. Review the settings for that policy group and confirm that End User Quarantine is enabled.

   • Look for a checkmark or enabled option under End User Quarantine.

   • If it is not enabled, update the policy to include end-user quarantine notifications.