Unexpected System Error When Manually Adding an Email to Address Registration

Products

• Email Security.cloud

Issue/Introduction

When attempting to manually add an email address to the Address Registration list in the Symantec Email Security.cloud portal, the action fails and triggers an unexpected system error.

The error message typically looks like this, though the specific reference number at the end will vary:

"An unexpected system error has occurred - please try again later. If the program persists, please contact your service provide support team quoting reference #####-###-##"

Environment

Email Security.cloud

Cause

This error is typically a temporary server-side or session-specific glitch. It occurs when the portal fails to process the registration request at that specific moment. Because it is a dynamic system error, a unique reference number is generated for every distinct failure instance.

Resolution

If the error persists across multiple administrator accounts and browser sessions, the issue will require backend log investigation by our engineering team to trace the specific error code generated.

Open a support case via the Broadcom Support Portal and ensure you provide the following critical information:

• The exact email address(es) you are attempting to register.

• The specific reference number shown in your error message.

• The precise timestamp (including time zone) of when the error occurred so support can map it to the backend logs.