Users are unable to submit false negative emails using Email Security.Cloud submission add-in.
Outlook Email Submission add-in
Windows 7 or later
Error occurred during email submission
The issue may be caused due to:
The Symantec submission infrastructure is unable to process the false negative submission due to an error on the back end processing servers.
The outlook email client is unable to establish a connection to the Email Security.cloud infrastructure to process the false negative submission
To help in troubleshooting problems with network connectivity and firewall rule implementations, included below are step by step commands that can be executed.
Once all of the information has been gathered, create a compressed archive of the text files, along with the submitter's Email Address and contact our Symantec technical support via phone or by opening a support case with this information for analysis.
On the client computer, perform an operating system level connectivity test on established ports from machine/firewall to destination server/firewall. The test should verify routing, DNS resolution, network address translation, ports, and URLs where applicable.
Make sure to allow the following ICMP types temporarily at the firewall level. Enabling access to these types is needed to produce the required responses from the network path.
Type 0 - Echo Reply (ping response)
Type 8 - Echo Request (ping request)
Type 11 - Time Exceeded
To run a Telnet
Note for Windows 7 users; you may have enabled the Telnet client/command. To enable telnet on Windows 7, search in the start menu for “Turn Windows features on or off.” Click on the menu item and turn on the “Telnet client.”
Make sure that ICMP traffic is not being blocked at the firewall level. Once these types have been allowed, run the TCP trace command again, the file should display the path as shown below.
Tracing route to submissions.emailsecurity.symantec.com [126.96.36.199] over a maximum of 30 hops:
1 1 ms 1 ms 1 ms todsrcatdsd01-vlan100.org.symantec.com [192.168.2.2]
2 2 ms 1 ms 2 ms ton1-rpi-wan-1-g0-0.org.symantec.com [192.168.2.129]
3 34 ms 9 ms 8 ms 188.8.131.52
4 123 ms 92 ms 92 ms messagelabs-1.bar2.phx2.us.bb.symantec.net [184.108.40.206]
5 98 ms 98 ms 98 ms submissions.emailsecurity.symantec.com [220.127.116.11]
Subscribing will provide email updates when this Article is updated. Login is required to Subscribe