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Emails being rejected (not treated as spam)

FIXED
TheDavidHughes
Newbie
Posts: 3
Registered: ‎11-06-2022

Emails being rejected (not treated as spam)

We are having some emails to our webmail accounts being rejected as spam and not being delivered at all. This appears to mean that we can't add the sender to a safe sender list.

Today this happened with an important message from support@solaredge.com. Our Plusnet user id is Adapt and the email addresses involved are david@adapt.biz and mary@adapt.biz.

How can we prevent this from happening, please?

I've copied the information that the sender received below (some invalid HTML has been removed by this site)

"Your message to mary@adapt.biz couldn't be delivered.
adapt.biz suspects your message is spam and rejected it.
support Office 365 adapt.biz Sender Action Required Messages suspected as spam
How to Fix It Try to modify your message, or change how you're sending the message, using the guidance in this article: Bulk E-mailing Best Practices for Senders Using Forefront Online Protection for Exchange. Then resend your message. If you continue to experience the problem, contact the recipient by some other means (by phone, for example) and ask them to ask their email admin to add your email address, or your domain name, to their allowed senders list.
Was this helpful? Send feedback to Microsoft.
More Info for Email Admins Status code: 550 5.7.350

When Office 365 tried to send the message to the recipient (outside Office 365), the recipient's email server (or email filtering service) suspected the sender's message is spam.

If the sender can't fix the problem by modifying their message, contact the recipient's email admin and ask them to add your domain name, or the sender's email address, to their list of allowed senders.

Although the sender may be able to alter the message contents to fix this issue, it's likely that only the recipient's email admin can fix this problem. Unfortunately, Office 365 Support is unlikely to be able to help fix these kinds of externally reported errors.

Original Message Details Created Date: 11/23/2022 10:55:13 AM Sender Address: support@solaredge.com Recipient Address: mary@adapt.biz Subject: [CASE:3568724] Monitoring Portal information update [CASE:3568724]
Error Details Reported error: 550 5.7.350 Remote server returned message detected as spam -> 552 Spam Message Rejected DSN generated by: GV1P193MB2104.EURP193.PROD.OUTLOOK.COM
Message Hops HOP TIME (UTC) FROM TO WITH RELAY TIME 1 11/23/2022
10:55:13 AM 172.28.0.23 solaredge.com Microsoft SMTPSVC(10.0.17763.1697) * 2 11/23/2022
10:55:14 AM solaredge.com HE1EUR04FT022.mail.protection.outlook.com Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) 1 sec 3 11/23/2022
10:55:15 AM HE1EUR04FT022.eop-eur04.prod.protection.outlook.com GV3P280CA0072.outlook.office365.com Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) 1 sec 4 11/23/2022
10:55:15 AM GV3P280CA0072.SWEP280.PROD.OUTLOOK.COM GV1P193MB2104.EURP193.PROD.OUTLOOK.COM Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) *

Original Message Headers

ARC-Seal: i=1; a=rsa-sha256; s=arcselector9901; d=microsoft.com; cv=none; b=L1tYDAGptazn40MThKFDgpg5BRpFV2DQPM6KIS4T2g3NomZ+kBLraPC80T9OVXIYlJIHiDKCBkz0SxwGOYQfyDmdKRGYdbwIzk3iSfYD+E4/EVIGeS7EdKMT1x0VZ+1zxhi2qWbGl5ijTpJUUi274803+9QZYLTEZHllTZi9027kkhjdrLemohNu7qGiJgwmDcX8PoBHmf96CvSNt87/5vd58m/UwMbVKVhgQVFnJs3QzQGOlqmhwzBBpLRtU3Zd4s55PUNcNy49AQ+ZEO43F+TP68D2AhVX143ZQn/CPnC26GoAkyYesQ9TYYCOQP9eUGWOPzfpWZ5he86GoMLAzw== ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=microsoft.com; s=arcselector9901; h=From:Date:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-AntiSpam-MessageData-ChunkCount:X-MS-Exchange-AntiSpam-MessageData-0:X-MS-Exchange-AntiSpam-MessageData-1; bh=Omg79WIoFZ+qpvHEyg6iV7r7PTz5LjrMhai0tvgk88w=; b=TSuCOZ1tuZu0lqa03qJe1TEU4G6T509M3npmaJ9cZv7DBeZhtiXUG5y/+hmonysrngIpmVuF+m3YvKuQ19tAtD2ITJiNMMn1PXAZbkIUlp22kOzlJ0EFbbf1VueeeJf++xq4UZbym4uwV6Ps6WL65LMMKiR07v4p80+1sFfuWLmL/wP1gwsLlofc+x8Hs4DFSFvIUw5E6MRp+gSfGIsi2bqkU8NEoVCRD0nu9ErSQP7EQJZL/vaz0j5+z/b4IEzjZSzEDhXmv0l+4xQKZmwOhVcG/cmxQBmx1tOA8Bdi/BybnMX/9Op26D3bFjp23ZSBn4hwAenJgg/8ecn+2KBGxQ== ARC-Authentication-Results: i=1; mx.microsoft.com 1; spf=fail (sender ip is 194.31.58.5) smtp.rcpttodomain=adapt.biz smtp.mailfrom=solaredge.com; dmarc=fail (p=quarantine sp=quarantine pct=100) action=quarantine header.from=solaredge.com; dkim=none (message not signed); arc=none DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=solaredge.com; s=selector2; h=From:Date:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-SenderADCheck; bh=Omg79WIoFZ+qpvHEyg6iV7r7PTz5LjrMhai0tvgk88w=; b=KvY73KYFq2/N2EqD9wXdmTFU4Nyr6vnVlJaTtcsoHyoNGOmF1MilX5yJVAX4b2gHsJoTg0gLCbuYy0mOtt6FYgX1bn+VE4Mdwy3CMJnZ2rYIkpuWkZwXYVFtIBA/KvaXSLOvSClYmMDczKScE97Gq6rgD6uGPF+MlQwxojGDANsiAAQ3Un+BLfofb/IO82hV3aLtX656tgT+IdaxYwI/8PhB+EQtVTX1L8jr6qfW3uxShRakdQTlJR0mpbhYrSfDKwTy0VbYC8Qb/ouNUcHgOfGsw8zJL7OnTf1Q9j8Lfgmieon38rtRmXnFj0AULzxoOzPAAe5fJAcEuLsIoKCXhg== Received: from GV3P280CA0072.SWEP280.PROD.OUTLOOK.COM (2603:10a6:150:a::7) by GV1P193MB2104.EURP193.PROD.OUTLOOK.COM (2603:10a6:150:2d::21) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.5834.15; Wed, 23 Nov 2022 10:55:15 +0000 Received: from HE1EUR04FT022.eop-eur04.prod.protection.outlook.com (2603:10a6:150:a:cafe::fa) by GV3P280CA0072.outlook.office365.com (2603:10a6:150:a::7) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.5857.17 via Frontend Transport; Wed, 23 Nov 2022 10:55:15 +0000 X-MS-Exchange-Authentication-Results: spf=fail (sender IP is 194.31.58.5) smtp.mailfrom=solaredge.com; dkim=none (message not signed) header.d=none;dmarc=fail action=quarantine header.from=solaredge.com; Received-SPF: Fail (protection.outlook.com: domain of solaredge.com does not designate 194.31.58.5 as permitted sender) receiver=protection.outlook.com; client-ip=194.31.58.5; helo=solaredge.com; Received: from solaredge.com (194.31.58.5) by HE1EUR04FT022.mail.protection.outlook.com (10.152.27.25) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.5857.17 via Frontend Transport; Wed, 23 Nov 2022 10:55:14 +0000 Received: from 172.28.0.23 ([172.28.0.23]) by solaredge.com with Microsoft SMTPSVC(10.0.17763.1697); Wed, 23 Nov 2022 12:55:13 +0200 Date: Wed, 23 Nov 2022 12:55:13 +0200 To: mary@adapt.biz From: SolarEdge Support Support@solaredge.com> Subject: [CASE:3568724] Monitoring Portal information update [CASE:3568724] Message-ID: 1xygHyEqSjl1Gu8DoXGufNmrajetrjeQvRs9t3lc@172.28.0.23> X-Mailer: PHPMailer 6.5.3 (https://github.com/PHPMailer/PHPMailer) MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="b1_1xygHyEqSjl1Gu8DoXGufNmrajetrjeQvRs9t3lc" Return-Path: Support@solaredge.com X-OriginalArrivalTime: 23 Nov 2022 10:55:14.0034 (UTC) FILETIME=[10A44520:01D8FF2A] X-EOPAttributedMessage: 0 X-MS-PublicTrafficType: Email X-MS-TrafficTypeDiagnostic: HE1EUR04FT022:EE_|GV1P193MB2104:EE_ X-MS-Office365-Filtering-Correlation-Id: 634b3eb4-e547-4013-8150-08dacd4133b0 X-MS-Exchange-SenderADCheck: 1 X-MS-Exchange-AntiSpam-Relay: 0 X-Microsoft-Antispam: BCL:0; X-Microsoft-Antispam-Message-Info: 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 X-Forefront-Antispam-Report: CIP:194.31.58.5;CTRY:IL;LANG:en;SCL:1;SRV:;IPV:NLI;SFV:NSPM;H:solaredge.com;PTR:InfoDomainNonexistent;CAT:NONE;SFS:(13230022)(4636009)(136003)(376002)(39860400002)(346002)(396003)(451199015)(40470700004)(46966006)(36840700001)(15650500001)(40140700001)(86362001)(7696005)(36860700001)(82740400003)(55016003)(5660300002)(40480700001)(14286002)(186003)(9686003)(2906002)(81166007)(4001150100001)(47076005)(166002)(26005)(426003)(40460700003)(83380400001)(336012)(33964004)(356005)(6916009)(82310400005)(70586007)(41300700001)(70206006)(8936002)(8676002)(316002)(95266004)(478600001)(39280500004)(36900700001);DIR:OUT;SFP:1101; X-OriginatorOrg: solaredge.com X-MS-Exchange-CrossTenant-OriginalArrivalTime: 23 Nov 2022 10:55:14.8401 (UTC) X-MS-Exchange-CrossTenant-Network-Message-Id: 634b3eb4-e547-4013-8150-08dacd4133b0 X-MS-Exchange-CrossTenant-Id: fb37c808-6ca7-40eb-8746-85795efcbd36 X-MS-Exchange-CrossTenant-OriginalAttributedTenantConnectingIp: TenantId=fb37c808-6ca7-40eb-8746-85795efcbd36;Ip=[194.31.58.5];Helo=[solaredge.com] X-MS-Exchange-CrossTenant-AuthSource: HE1EUR04FT022.eop-eur04.prod.protection.outlook.com X-MS-Exchange-CrossTenant-AuthAs: Anonymous X-MS-Exchange-CrossTenant-FromEntityHeader: HybridOnPrem X-MS-Exchange-Transport-CrossTenantHeadersStamped: GV1P193MB2104

 

2022-11-23 10:57:01 | System Administrator

 

 

 

5 REPLIES 5
jab1
Aspiring Legend
Posts: 12,131
Thanks: 3,876
Fixes: 150
Registered: ‎24-02-2012

Re: Emails being rejected (not treated as spam)

@TheDavidHughes Reading that massive load of info, it appears the rejection comes from 'mail.protection.outlook.com' - i.e. before it even hits the Plusnet mail servers.

John
TheDavidHughes
Newbie
Posts: 3
Registered: ‎11-06-2022

Re: Emails being rejected (not treated as spam)

Thanks John; it is a lot to digest!

 

Does that mean the sender's Outlook refused to send it?

MisterW
Superuser
Superuser
Posts: 11,392
Thanks: 3,564
Fixes: 272
Registered: ‎30-07-2007

Re: Emails being rejected (not treated as spam)

spf=fail (sender IP is 194.31.58.5) smtp.mailfrom=solaredge.com; dkim=none (message not signed) header.d=none;dmarc=fail action=quarantine header.from=solaredge.com; Received-SPF: Fail (protection.outlook.com: domain of solaredge.com does not designate 194.31.58.5 as permitted sender) 

Solaredge need to sort their SPF & DKIM records.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
Aspiring Legend
Posts: 12,131
Thanks: 3,876
Fixes: 150
Registered: ‎24-02-2012

Re: Emails being rejected (not treated as spam)

Fix

Hadn't spotted that, @MisterW - too much guff when I'm multi-tasking. 😀

John
TheDavidHughes
Newbie
Posts: 3
Registered: ‎11-06-2022

Re: Emails being rejected (not treated as spam)

Thanks guys, I'll contact Solaredge