Emails being blocked by Symantec cloud

[David Wong - Do Gooder Support]

My company is having a huge problem sending to recipients using Symantec.cloud email filtering. 

Our company uses the email domain @good.do to dispatch emails.

The server response is:

"553 Message filtered. Refer to the Troubleshooting page at http://www.symanteccloud.com/troubleshooting for more information. (#5.7.1)"

Can you please help?

[David Wong - Do Gooder Support]

I have checked SPF, DKIM, DMARC and it seems we have setup verification systems correctly. Other info: 

Sending IP: 167.89.25.236 (Sendgrid)

Example email address: [e-mail]

 

[ℬrίαη]

Submit a sample of the email that's blocked to:

[e-mail] 

reference links:

https://www.symantec.com/docs/TECH82881

https://www.symantec.com/docs/TECH250089

https://www.symantec.com/docs/TECH240145v

[Mohammad F]

Hi David,

 

If you are still experiencing this issue, please follow the steps below to submit a sample. I would also need the details [sender, recipient, date] of an email which was blocked with the above error:

 

Outlook instructions for the sender:

Please go to your sent/outbox folder.
Open the email which was blocked and then press CTRL+ALT+F
In the new window add [e-mail] as recipient add gooder in the subject

 

Once completed please reply back with the following information:
o The user's email who sent the sample email:
o Date of submission:
o Subject of submission:

[David Wong - Do Gooder Support]

Hi Mohammed, the best that we could do is to send an email,

from our affected email address '[e-mail]'

to '[e-mail]' 

Is this enough information for you to check on our filter status?

 

Our situation is a little bit different to other corporate/office email systems and modifying an email Subject and Body once it has bounced is not something that we can modify.

 

[Mohammad F]

Hi David,

 

In this case will you be able to send exact same email which was blocked initially ? So it can be the same email just addressed to [e-mail] as if [e-mail] was a recipient of your marketting emails ? [I am assuming marketting because of the campaigns address]

[David Wong - Do Gooder Support]

Hi Mohammed,

I have just been informed that one of our team sent an email to that email address,

14 hours ago. Please let me know if you have a problem finding it.

[Mohammad F]

Hi David,

 

What is the sending address and the subject line ?

[David Wong - Do Gooder Support]

Hi Mohammed,

thanks for your patience. Details about the email sent to Symantec, sorry the agent who sent the email used an alternative email address posted first in this support ticket. 

 

Details: 

To: [e-mail]

From: [e-mail]

Subject: Westside Strikers FC Caroline Springs - FIX OUR FACILITIES!!!!!

 

Sender IP: 167.89.25.236

Delivery time: 2018/07/05 12:07am UTC+10:00

 

 

[Mohammad F]

Hi David,

 

Can you please send it to [e-mail] . this will help expedite the resolution. Also please provide the sending address once you have sent it.

[David Wong - Do Gooder Support]

Hi Mohammed, 

I can confirm, another email was sent. 

To: [e-mail]

From: [e-mail]

Subject: Westside Strikers FC Caroline Springs - FIX OUR FACILITIES!!!!!

Time: 2018/07/06 10:07pm UTC+10:00

 

[Mohammad F]

Hi David,

I have received the email & working on it, can you provide couple of recipients [Symantec clients] who you tried sending these emails and got error message ?

[David Wong - Do Gooder Support]

Hi Mohammed, 

Response messages from these addresses indicate that recipients use Symantec products.

A sample of the recipients email addressses that are bouncing our emails include: 

[e-mail]

[e-mail]

[e-mail]

[e-mail]

 

[Mohammad F]

Hi David,

 

Please try sending emails now & let me know if you face similar issue. If you are able to send emails please mark this post as solution.

[Mohammad F]

Hi David,

 

Please try sending emails now & let me know if you face similar issue. If you are able to send emails please mark this post as solution.