This topic

Re: Error message

annelie220 — Mon, 22 Nov 2021 11:35:39 GMT

Good Morning

I have this exact same problem if I reply to an email or forward an email that has been sent to me. It has been happening for around 4 - 6 weeks but I am getting fed up now, hence, looking for a solution. If I compose a new email and cut and paste the content of the email I was replying to or forwarding it sends fine. It is just when I reply or forward to various different email addresses and providers so not just gmail for example.

I am also working abroad at the moment and only access via webmail but dont think it is the problem. Same issues arise whether VPN is on or off.

Sorry your email could not be delivered due to content policy reasons. Please check your message content for URLs, content and subject matter that could be construed as Malware, Spam or Phishing before retrying. (6-1-3-1) ID (613A8F070A74DD74) [Err code: 553]

Re: Error message

Julieeth25 — Mon, 22 Nov 2021 13:56:44 GMT

I have the same issue as of today. I posted my own thread too with the details. Everything was fine this morning and mid-morning it just started up with this error. No VPN, trying on Webmail and on other browsers, tried with attachments and without, tried with reply and a new message, I do pay for Premium Mail and I am abroad at the moment.

Re: Error message

NeilO — Mon, 22 Nov 2021 14:43:24 GMT

Hi, @annelie220 and @Julieeth25 I'm really sorry to see you're both experiencing issues sending emails at the moment. I've noticed you've both mentioned you're abroad at the moment so I would recommend checking that the IP address on the connection you're using isn't on a spammer blacklist.

I use the mxtoolbox website. If your IP address is listed you'll need to raise this with the ISP that you're using to see if they can get it removed.

Thanks

Neil

Re: Error message

Julieeth25 — Mon, 22 Nov 2021 14:45:43 GMT

Thanks for the reply - I've checked and it isn't on the blacklist.

Re: Error message

annelie220 — Mon, 22 Nov 2021 14:52:52 GMT

@NeilO that does not explain that it only happens when I reply or forward emails. It doesnt happen if I just cut and paste the content into compose a new email? Ie trying to forward my confirmation of M&S order to my husband. It just bounced back - cut and paste the M&S email into a new email to him and it works fine?

Re: Error message

Julieeth25 — Mon, 22 Nov 2021 15:03:02 GMT

Mine happens on compose as well as forward and reply.

Re: Error message

NeilO — Mon, 22 Nov 2021 15:08:12 GMT

@Julieeth25 I'll send you a private message in a moment so you can get in touch with the moderation team.

@annelie220 the spam filters are quite complex and I can't publically go into detail as to how they work as that would only play into the hands of the real spammers. Did you check your IP address on the link I posted as that may be a contributing factor if it's listed?

Thanks

Neil

Re: Error message

annelie220 — Mon, 22 Nov 2021 15:19:37 GMT

Yes its on the list - have emailed the ISP but surely if others are having the same problems and theirs are not on the list then there are potentially other factors at play here

Re: Error message

NeilO — Mon, 22 Nov 2021 15:28:40 GMT

Hi @annelie220 it's a generic error message that can be caused by multiple different reasons. If your IP is listed then getting that removed from the spammer blocklists will most likely resolve this for you.

Thanks

Neil

Re: Error message

annelie220 — Tue, 23 Nov 2021 09:22:29 GMT

MY ISP tells me that you need to add it to the white list?

Re: Error message

annelie220 — Tue, 23 Nov 2021 11:33:29 GMT

@NeilO My ISP has asked for you to add the IP to your whitelist?

Re: Error message

NeilO — Tue, 23 Nov 2021 12:30:27 GMT

Hi, @annelie220 Thanks for getting back to me, we don't operate a whitelist and it is normally the ISP who is responsible for the IP to request it to be removed from the blacklists if it has been added in error. I can ask our email team to look at this but unfortunately, I can't promise that they'll be able to resolve it for another provider.

I'll send you a private message in a moment so you can send over your details.

Thanks

Neil

Re: Error message

DavidM — Wed, 01 Dec 2021 14:39:11 GMT

Hi @annelie220 ,

Thanks for getting back to me to let me know we got this sorted. Please get in touch if you have any other problems.

All the best

David

Re: Error message

Andy_N — Wed, 01 Dec 2021 14:42:18 GMT

@DavidMwrote:
Hi @annelie220 ,
Thanks for getting back to me to let me know we got this sorted. Please get in touch if you have any other problems.
All the best
David

So, how was this fixed?

Inquiring minds and all that ...

Re: Error message

DavidM — Wed, 01 Dec 2021 14:45:26 GMT

Hi @Andy_N ,

Our investigations found that a new rule was used but the anti-spam software has been causing an increased number of false-positive spam verdicts This has prevented some emails being sent. The anti-spam vendor has disabled this rule which should allow the blocked emails to be accepted.

Cheers

David