Request removal of an IP address from Symantec's IP-based block lists

Products

• Mail Security for Microsoft Exchange
• Email Security.cloud
• Messaging Gateway

Issue/Introduction

• Emails from a specific IP address are not delivered to users after the mail reaches Symantec Messaging Gateway (SMG), Symantec Mail Security for Microsoft Exchange (SMSMSE), or Email Security.cloud products.
• Audit logs for inbound connections from the IP address are marked with the Global Bad Sender List verdict and are deleted.

Environment

• Symantec Messaging Gateway
• Symantec Mail Security for Microsoft Exchange (SMSMSE)
• Email Security.Cloud

Cause

The IP address in question is included in Symantec's Global Bad Senders IP list.

Resolution

To check the reputation of a specific IP address, go to IP Reputation Investigation.

If you believe a reputation is incorrect, you can request that the IP be investigated further by clicking the "investigate" link that appears with the result of the query. If an IP does not have a negative reputation, it is not on the global blacklists in any Messaging Gateway product.

Investigation requests are typically processed within 24 hours, but no feedback is provided other than removal of the IP address if it passes review. The investigation site is for the resolution of issues related to Symantec’s IP reputation service, and is not related in any way to any other 3rd-party blacklists or realtime blacklist (RBL).

Administrators receive confirmation that their investigation request will be processed at the time of the request, but no final confirmation is sent to confirm the action taken if any.

Broadcom reserves the right to review all requests and take appropriate action based on observed email traffic originating from the IP in question.