Advanced Threat Protection 2.3 and higher displays 'Internal Error' when enabling Email Security.cloud Correlation
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Advanced Threat Protection 2.3 and higher displays 'Internal Error' when enabling Email Security.cloud Correlation

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Article ID: 164228

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Updated On:

Products

Endpoint Detection and Response

Issue/Introduction

When using Synapse with the Email Security.cloud correlation feature, you see Internal Error showing as the status for this feature.

The Health Status may also show the message, "Synapse Email correlation is malfunctioning: please call support"

 

Cause

This is indicating that the ATP system is unable to process the data returned from the Cloud APIs or something else is seriously malfunctioning on the system.

Resolution

To check basic connectivity

  1. At the ATP CLI, type: status_check
  2. If the output is not as follows, focus on troubleshooting the basic connectivity to the API servers of Email Security.cloud:

    Accessed ATP:Roaming and Email Security.Cloud Correlation server [https://datafeedapi.symanteccloud.com].

 

If the error message persists for more than 12 hours, please open a case with Technical Support. To assist in troubleshooting, please run the 'gather_logs' command to send diagnostic logs to support for analysis.

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