Sender receives bounce message "554 Denied"
Posted by on 09 June 2014 12:04 PM
Bounce "554 Denied"
Question:

Sender receives bounce message "554 Denied"
Answer:


Description

When sending an email to a McAfee SaaS Email Protection client, the sender is receiving the bounce back message “554 Denied.”

Cause

The error message “554 Denied” means that we have rejected the message as spam.  This is either due to the content of the message or the reputation of the sending IP address.

Example Error

host domain.com.inbound15.mxlogic.net[208.65.144.12] said: 554 Denied (Mode:normal) (in reply to end of DATA command)

Resolution/Workaround

For McAfee SaaS Customers, please do one or more of the following:

1. Place the sending domain on the User or Domain-Level allow list in the Control Console.  For instructions on how to do this, please refer to Adding to Domain-level Sender Allow List

2. Send a copy of the message to SaaS_falsepositives@mcafeesubmissions.com. If the message was blocked, the sender can obtain a copy from their Sent Items folder. Messages to this address are not filtered for spam, and all submissions are accepted.

 

3. Copy full Message Audit Details showing the 554 Denied response from the Control Console and supply this in an email with a subject of “False Positive” to SaaS_falsepositives@mcafeesubmissions.com

4. Open a service request with Excel Micro Support so we may investigate the cause of this issue and possibly reset the filter that is causing messages to be denied.
 
For senders who are not McAfee SaaS Email Protection customers, please do one or more of the following:

1. Contact the intended recipient and ask them to add the sending address or domain to their allow list

2. Contact the intended recipient and ask them to open a service request with Excel Micro Support so that the message can be reviewed as a false positive

3. Send a copy of the message with the original headers to SaaS_falsepositives@mcafeesubmissions.com. Messages to this address are not filtered for spam, and all submissions are accepted.


See also the related article titled Best Practices for Organizations Sending to McAfee SaaS Email Protection Customers for additional information.

To challenge the scoring of a message rejected as spam, we will need the following information:

1. Email address of sender
2. Email address of intended recipient
3. Date of message (within past 7 days)
4. Exact bounce message received
5. Subject of message (If available)

To check the IP reputation of a sending server, please to go to
http://trustedsource.org and enter the IP address in the TrustedSource Query box.

 

To obtain more thorough information on searching for and understanding a messages disposition, two Message Audit training sessions are available. The eLearning (module): Email Protection - Message Audit is designed for individuals unfamiliar with Message Audit.  The interactive eLearning (module): Email Protection - Message Audit – Advanced training session is designed for individuals familiar with Message Audit and wish to obtain a more detailed understanding of troubleshooting message dispositions.

 


ERROR: This domain name does not match domain registered in the license key file (cms.orlinpilot.com), allowed domains: support.excelmicro.com, please change the product path to match the domain under Admin CP > Settings > General Settings
This product will not work properly unless untill that value is changed.

For more information please contact Kayako support at https://my.kayako.com