Troubleshooting


The chances are that you have arrived here because you have received a bounce back email message from us.

This happens when an email is sent to one of our clients and a rule is triggered by the recipients preferred configuration.

We have identified the most common bounce back email messages and listed how these occur below.


Symantec.cloud clients can log into ClientNet to troubleshoot in greater detail.



  • 553-Message filtered +

    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 spam lists, search for “spam database lookup”. You are looking for any 3rd party lists that may have received spam from your mail server. If your IP address is on any of these block lists, please make a removal request as soon as possible, once removed please retry sending your mail.

    II. Ensure your mail server is not open relay, search for “Email Open Relay Tester” and choose from any number of testers.

    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 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 use to abuse the PHP “mail()” function, giving them free reign 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 and request that your email address be added to their Symantec Cloud approved senders list.

  • 553-mail rejected because your IP is in the PBL +

    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/.

    The delisting process is normally quicker than an hour, once the hour has passed try to resend your email. If the problem persists, please contact the recipient by other means and request that your email address be added to their Symantec Cloud approved senders list.

  • Sorry, your IP address has been blacklisted +

    The error message indicates that your IP address is on the recipient’s private block list.

    Please contact the recipient by other means and request that your email address be added to their Symantec Cloud approved senders list.

  • Sorry, your domain has been blacklisted +

    The error message indicates that your domain is on the recipient’s private block list. Please contact the recipient by other means and request that your email address be added to their Symantec Cloud approved senders list.

  • Sorry, your email address has been blacklisted +

    The error message indicates that your email address is on the recipient’s private block list. Please contact the recipient by other means and request that your email address be added to their Symantec Cloud approved senders list.

  • 550 Invalid recipient +

    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 to ask for further assistance.

  • I have not yet been able to deliver your message +

    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 re-delivery at a later time. This error can be caused by the recipient’s mail server being unavailable at the time.

    We will continue to try to redeliver the email periodically.

    Please contact your administrator for more details or contact the recipient by other means.

  • 460 too many messages +

    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.

  • 450 Requested action aborted [3] +

    The error message indicates a temporary error. Please try resending your message. If the problem persists please contact your IT administrator or ISP.

  • 550 Requested action aborted [4] +

    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.

  • 450 Requested action aborted [6] +

    The error message indicates a temporary error. Please try resending your message. If the problem persists please contact your IT administrator or ISP.

  • 421 too busy +

    This is a temporary error, indicating that the recipient mail server does not have sufficient resources available to receive mail. If the problem persists, contact the recipient server administrator.

  • 553-sorry, your envelope sender is in my badmailfrom list +

    This error message indicates that the Symantec Email Security Service is blocking mail from the sender. Please check with your administrator or your ISP that you are not sending out any spurious emails. The block is removed if no spurious mail is seen within a 24-hour period. If the issue persists, please contact Symantec.cloud technical support.

  • Sorry, your email address (addr) has been blacklisted +

    I. Please check with your administrator or ISP that your mail server is not in open relay. Search “Open Relay Test” for an independent testing tool.

    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. Search “email blacklist check” to check using an independent tool.

    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. phone) for further assistance.

  • Sorry, your IP address (ip-addr) has been blacklisted +

    I. Please check with your administrator or ISP that your mail server is not in open relay. Search “Open Relay Test” for an independent testing tool.

    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. Search “email blacklist check” to check using an independent tool.

    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. phone) for further assistance.

  • Recipient mailbox is not allowed +

    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 or if the problem persists, please contact the recipient by other means (e.g. phone) to ask for further assistance.

  • 501 Connection rejected by policy [7] +

    I. Please check with your administrator or ISP that your mail server is not in open relay. Search “Open Relay Test” for an independent testing tool.

    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. Search “email blacklist check” to check using an independent tool.

    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 Symantec.cloud support for further assistance.

  • Connection Refused or Connection Deferred +

    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. Search for “Open Relay Tester” to find a suitable test site.

    If your mail server is an open relay, please fix the open relay and wait 24 hours, 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, search for “spam database lookup” for a suitable testing site.

    You are looking for any 3rd party lists that may have received spam from your mail server.

    If your IP address is on any of these block lists, please make a removal request as soon as possible, once removed please retry sending your mail.

  • You are trying to use me [server-x.tower-xx.messagelabs.com] 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 and have them raise the issue with their IT team.