Customer cannot access the ClientNet portal

Products

• Email Security.cloud

Issue/Introduction

The customer is unable to establish a connection to the Symantec Email Security.cloud portal (clients.messagelabs.com), preventing access to administrator controls and email policy management.

Resolution

Step 1: Check for Active Service Incidents

Before troubleshooting local network or browser issues, check if Broadcom is experiencing an outage or scheduled maintenance affecting the ClientNet portal.

1. Go to the official Broadcom Service Status page for Email Security.cloud:

   Broadcom Email Security.cloud Status Page

2. Look specifically at the ClientNet component to verify if there is an active incident, degradation, or scheduled maintenance window.

Step 2: Basic Browser & Local Troubleshooting

If the status page shows no ongoing incidents:

• Try Incognito / Private Mode: Rule out cached credentials, stale cookies, or browser extension interference.

• Clear Browser Cache & Cookies: Flush site data for messagelabs.com.

• Try an Alternate Browser or Network: Test from a different browser (Chrome, Edge, Firefox) or a mobile hotspot to verify if the issue is machine-specific or network-wide.

Step 3: Check Network & Domain Accessibility

If the service status is operational and local browser steps do not fix the issue, coordinate with the internal Network / IT Security team to verify connectivity to the portal domain:

• Target URL: [https://clients.messagelabs.com/](https://clients.messagelabs.com/)

• DNS Resolution Check: Run nslookup clients.messagelabs.com or dig clients.messagelabs.com to confirm DNS resolves correctly.

• Firewall & Proxy Rules: Verify that egress traffic over HTTPS (port 443) to *.messagelabs.com is allowed and not blocked by local firewalls, SSL inspection, or Web Security Gateways (SWG).