Unable to approve/block sender or domain from the Email Quarantine portal in Symantec Email Security.cloud

Products

• Email Security.cloud

Issue/Introduction

In Symantec Email Security.cloud, an administrator is unable to approve/block a sender email address or sender domain from the Email Quarantine portal. When attempting to approve/block the sender or domain, the action fails and an error is displayed.

Environment

Email Security.cloud

Cause

This issue occurs due to the List Management permission scope.

• The Approve/Block Sender and Approve/Block Domain options are displayed only when List Management is enabled for the logged-in administrator.

• When List Management is enabled, the administrator can view quarantined emails for all users.

• However, List Management permissions apply only to the logged-in user and do not automatically extend to other users.

• If an administrator attempts to approve/block a sender or sender domain for another user who does not have List Management enabled, the approval action fails.

• In this scenario, the quarantine portal displays the error message:

  “Internal error. Please try after some time.”

 

 

 

 

Resolution

Enable List Management for the user whose sender or sender domain requires approval.

Steps:

1. Log in to the Symantec Email Security.cloud administration portal.

2. Navigate to Services > Anti-Spam.

3. From the Domains drop-down list, select the domain that contains the target user.

4. Select the List Management tab.

5. Click User List Control Show/Hide (or Group List Control Show/Hide, if applicable).

6. Search for the required user email address.

7. Add the user to the List Management control list.

8. Click Save and Exit.

9. Log out and log back in to the Quarantine portal.

10. Retry approving the sender or sender domain.

Once List Management is enabled for the target user, the sender or sender domain can be approved/blocked successfully without errors.

Additional Information

Related KB article:

Error: "Approve sender/domain failed..." when adding an entry in the quarantine