When Symantec Email Security.cloud intercepts an infected email, the service stores the email in quarantine rather than delivering it to the intended recipients.
You can release email from quarantine so that the email is delivered to the recipient.
Note: Before proceeding, ensure that the address [email protected] is whitelisted within your organization's on-premises mail servers.
If you cannot release email from a virus pen, you can ask Symantec to release the otherwise unreleasable messages.
Note: Before making your request, ensure that you have read and understand the entirety of this article.
Symantec does not approve and perform every release request. For the safety of others, Symantec is unlikely to release the quarantined message from the virus pen if the message was originally for a domain other than one associated with your organization's account, of if the message has confirmed malware attached.
There are two options:
Email quarantined on mail server server-x.tower-xxx.messagelabs.com (Pen ID xxxxxx_xxxxxxxxxx)
Items stay in virus pens for 30 days.
Once Symantec manually releases a message from a virus pen, the message has the following email characteristics: