Dépannage
Renseignements généraux
Il y a de grandes chances que vous ayez atterri là parce que vous avez reçu un message de retour à
l’expéditeur de notre part.
Cela arrive quand un message est envoyé à l’un de nos clients et qu’une règle est déclenchée par la
configuration préférée du destinataire.
Nous avons identifié les messages de retour à l’expéditeur les plus courants et en avons répertorié les
motifs ci-dessous.
Les clients Symantec.cloud peuvent se connecter à
ClientNet pour plus de détails sur le dépannage.
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The error message indicates that your email was blocked as spam by our Signaturing anti-spam filter.
Please try the following steps to resolve the issue:
I. Check if your sending IP is on any black lists. A good place to check this is
http://www.dnsstuff.com. This will
be able to show any 3rd party lists that may have received spam from your mail server. If your IP
address is on any block lists, please request for removal, wait 24 hours and then try to resend
your email.
II. Ensure your mail server is not open relay -
http://www.abuse.net/relay.html.
III. If your internet line is provided by DSL or Cable that shares IP’s with residential users, please
ensure your mail server sends to your ISP’s smart host instead of direct to the internet. This reduces
the potential of your email as being detected in error as coming from a Trojan infected home user
machine.
IV. Ensure the email you are sending does not contain any spam content (i.e. forwarded spam
or ‘spamvertised’ URL’s).
V. Ensure your mail server is configured correctly.
VI. Ensure you have no virus infected machines on your network that are being used to send spam
through your mail server.
VII. Ensure you have no exploitable web scripts on your web servers that could be abused to
send spam. The most commonly used one is PHP contact scripts which spammers can easily abuse
the PHP “mail()” function to send what they want.
VIII. Make sure any ‘opt-in’ newsletters contain an ‘opt-out’ link to be certain users can easily
unsubscribe.
If the problem persists, please contact the recipient by other means (e.g. fax or phone) and request
that your email address be added to their approved senders list through the Symantec.cloud ClientNet
Web portal.
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This error message indicates that your public IP address has been put on a block list by the
Spamhaus PBL block list. To resolve this issue, please request to have your IP removed at
http://www.spamhaus.org/pbl/ and then
try to resend your email after 1 hour. If the problem persists, please contact the recipient by
other means (e.g. fax or phone) and request for your email address to be added to his approved senders
list through the Symantec.cloud ClientNet web portal.
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The error message indicates that your IP address is on the recipient’s private block list.
Please contact the recipient by other means (eg fax or phone) and request for your email address to
be added to his approved senders list through the Symantec.cloud ClientNet web portal.
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The error message indicates that your domain is on the recipient’s private block list. Please
contact the recipient by other means (e.g. fax or phone) and request for your email address to be
added to his approved senders list through the Symantec.cloud ClientNet web portal.
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The error message indicates that your email address is on the recipient’s private block list. Please
contact the recipient by other means (e.g. fax or phone) and request for your email address to be
added to his approved senders list through the Symantec.cloud ClientNet web portal.
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The error message indicates that you have sent an email to an invalid address at the recipient’s
domain. Please double-check the email address for any spelling errors. If you believe the
address is correct, please wait 4-6 hours and then try to resend your email. If the problem persists,
please contact the recipient by other means (e.g. fax or phone) to ask for further assistance.
If you are trying to use me [server-x.tower-xx.messagelab] as a relay
The error message indicates one of the following issues:
- Your DNS server has cached the recipient’s old MX record
- You are trying to relay outbound emails through MessageLabs from an incorrect IP address
- The recipient’s domain has an incorrect MX record
- The recipient’s email address contains invalid characters
Please contact your administrator or your ISP to refresh your DNS server and then try to resend your
email again. If the problem persists, please contact the recipient by other means (e.g. fax or phone)
for further assistance.
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The error message indicates that the Symantec.cloud server was not able to deliver the email to the
recipient’s server so it has queued the email for redelivery at a later time. This can be caused by
the recipient’s mail server being unavailable at the time. We will continue to try to redeliver the
email. Please contact your administrator for more details or contact the recipient by other means
(e.g. fax or phone) for further assistance.
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The error message indicates that your email may have been blocked as spam by our SMTP traffic shaping
filter. Please try the following steps to resolve the issue:
I. Please check with your administrator or ISP that your mail server is not an open relay. An open relay
tester tool can be found at:
http://abuse.net/relay.html
If your mail server is an open relay, please fix the open relay, wait 24 hours and then try to resend
your email.
II. Please check with your administrator or ISP that your IP address is not on any spam block lists.
A spam database lookup tool can be found at: http://www.dnsstuff.com/
If your IP address is on any block lists, please request for removal, wait 24 hours and then try to
resend your email.
If the problem persists, please contact the recipient by other means (e.g. fax or phone) and request for
your email address to be added to his approved senders list through the Symantec.cloud ClientNet web
portal.
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The error message indicates that your company or ISP exceeded the number of messages allowed in the
same connection. Please try resending your message. If the problem persists, please contact your
IT administrator or ISP.
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Your company/ISP mail server may not comply with RFC 2821
(see http://www.faqs.org/rfcs/rfc2821.html).
Please contact your IT administrator or ISP. If the problem persists, please contact the recipient.
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The error message indicates a temporary error. Please try resending your message. If the problem
persists, please contact your IT administrator or ISP.
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The format of your message did not comply with RFC 2822
(see http://www.faqs.org/rfcs/rfc2822.html). Please contact
your IT administrator or ISP. If the problem persists, please contact the recipient.
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The error message indicates a temporary error. Please try resending your message. If the problem
persists, please contact your IT administrator or ISP.
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The error message indicates a temporary error. Please try resending your message. If the problem
persists, please contact your IT administrator or ISP.
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The error message indicates a temporary error. Please try resending your message. If the
problem persists, please contact your IT administrator or ISP.
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The error message indicates that you are sending from an email address that has been blocked by
Symantec.cloud. Please check with your administrator or your ISP that you’re not sending out any spam
emails. Please also check that any auto forwarding or out of office message feature has been turned
off if currently enabled. Please wait 24 hours and then try to resend your email. If the problem
persists, please contact the recipient by other means (e.g. fax or phone) for further assistance.
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I. Please check with your administrator or ISP that your mail server is not in open relay. An open
relay tester tool can be found at: http://abuse.net/relay.html
If your mail server is an open relay, please fix the open relay, wait 24 hours and then try to resend
your email.
II. Please check with your administrator or ISP that your IP address is not on any spam block lists.
A spam database lookup tool can be found at: http://www.dnsstuff.com/
If your IP address is on any block lists, please request for removal, wait 24 hours and then try to
resend your email.
If the problem persists, please contact the recipient by other means (e.g. fax or phone) for further
assistance.
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I. Please check with your administrator or ISP that your mail server is not in open relay. An open
relay tester tool can be found at: http://abuse.net/relay.html
If your mail server is an open relay, please fix the open relay, wait 24 hours and then try to resend
your email.
II. Please check with your administrator or ISP that your IP address is not on any spam block lists.
A spam database lookup tool can be found at: http://www.dnsstuff.com/
If your IP address is on any block lists, please request for removal, wait 24 hours and then try to
resend your email.
If the problem persists, please contact the recipient by other means (e.g. fax or phone) for further
assistance.
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The error message indicates that you have sent an email to an invalid address at the recipient’s domain.
Please double check the email address for any spelling errors. If you believe the address is correct,
please wait 4-6 hours and then try to resend your email. If the problem persists, please contact the
recipient by other means (e.g. fax or phone) to ask for further assistance.
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The error message indicates a permanent error. Please try resending your message. If the problem persists,
please contact your IT administrator or ISP.
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Your company/ISP mail server may not comply with RFC 2821
(see http://www.faqs.org/rfcs/rfc2821.html).
Please contact your IT administrator or ISP. If the problem persists, please contact the recipient.
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The error message indicates that your email may have been blocked as spam by our SMTP traffic shaping
filter. Please try the following steps to resolve the issue:
I. Please check with your administrator or ISP that your mail server is not an open relay. An open
relay tester tool can be found at:
http://abuse.net/relay.html
If your mail server is an open relay, please fix the open relay, wait 24 hours and then try to resend
your email.
II. Please check with your administrator or ISP that your IP address is not on any spam block lists.
A spam database lookup tool can be found at:
http://www.dnsstuff.com/
If your IP address is on any block lists, please request for removal, wait 24 hours and then try to
resend your email.
If the problem persists, please contact the recipient by other means (e.g. fax or phone) and request
for your email address to be added to his approved senders list through the Symantec.cloud ClientNet
web portal.