Release from quarantine not working (and whitelist problems)

[#1]

You might like to assign those tickets to yourself - I rather wait 3/4 weeks and work through the issues with you than get more rubbish replies from CSC!
(It would also stop them tinkering with things while we do our testing!)

[#2]

Right - the approved list is now the same for all three domains.

[#3]

Quote from: jelv

(It would also stop them tinkering with things while we do our testing!)

Too late! Something has been changed and a response posted to 33685885 - but the agent hasn't said what was changed.

[#4]

Bob, I think it's looking more likely that this is a discrepancy between the two servers - it's started working correctly and I haven't even closed the browser session since it was failing.
Are you able to try explicitly logging in to the two servers rather than just going through quarantine.plus.net?
The mailbox beginning with J is the one to try - there are a couple of notification emails in the "Saved" folder.

[#5]

Could someone ask the agent who added to 33685885 at 5:21pm, Thursday 10th June 2010 exactly what she did please. I returned the ticket to ask but there's no record of what she did.
I don't like support just changing things without telling me what they've done - especially when it comes to the spam settings as it would be easy for me to unintentionally reverse something.

[#6]

Quote from: jelv

Could someone ask the agent who added to 33685885 at 5:21pm, Thursday 10th June 2010 exactly what she did please. I returned the ticket to ask but there's no record of what she did.

Yes, I'll check next week.
Regarding your other question, I can't explicitly log into each Quarantine appliance myself but I know a man that can!

[#7]

Bob,
Just to add to Jelv's thread here (I was the chap in IM who he was referring to)
I am back to square one with this insomuch that I get the notification email, click on release and get the authentication issue as described.
I have cleared caches and deleted cookies, but still no luck whatsoever. Appreciate this is low on the workstack, but it looks like I have legitimate emails sitting in quarantine for no apparent reason.
CB

[#8]

Just a mad theory: do a gateway hop and then try again. If it is down to a particular server, I think the load balancer may repeatedly give you the same server until some time later. Changing gateway may just possibly break that.

[#9]

Made no difference whatsoever...

[#10]

Right, we know what's causing the intermittent authentication failures and missing messages (ref: 62306).
Recently we've reused a lot of the IPs from the subnet we use for the Quarantine boxes. As a result both of the Quarantine appliances are now being advertised in DNS when there should only ever be one.

;; ANSWER SECTION:
quarantine.plus.net. 2660 IN A 84.92.1.67
quarantine.plus.net. 2660 IN A 84.92.1.99

We've a change control raised to remove the entry for 84.92.1.99. Once this is done the intermittent auth issues and disappearing quarantined messages should be a thing of the past.
We're still not sure why whitelisting doesn't seem to be working (ref: 62321)...

[#11]

Quote from: Bob

We've a change control raised to remove the entry for 84.92.1.99. Once this is done the intermittent auth issues and disappearing quarantined messages should be a thing of the past.

Right, instead of doing this we've pointed both IPs to the same appliance. That way we don't have to mess around waiting for DNS to propagate. The intermittent auth problems should now be fixed so please keep an eye on things and let me know if you continue to experience problems.

[#12]

Bob,
Tried it just now, and everything seems to be authenticating and displaying correctly, even down to the mail quarantined from 5th June.
Looks like the fix did the trick.

[#13]

I had an email this morning telling me something had been quarantined becasue of a potential virus or banned file name. Sent an email reply with the details requested but not had a reply. Is it pos to get into the quarantine area and find the email?

[#14]

I have username.plus.com set to be quarantined.
I have two other domains set to move spam to a different existing mailbox.
This morning I received a quarantine notification for an email with an envelope-to one of the other two domains.

[#15]

Quote from: mike142sl

I had an email this morning telling me something had been quarantined becasue of a potential virus or banned file name. Sent an email reply with the details requested but not had a reply. Is it pos to get into the quarantine area and find the email?

No, you need to raise a support ticket if that hasn't worked.

Quote from: jelv

I have username.plus.com set to be quarantined. I have two other domains set to move spam to a different existing mailbox. This morning I received a quarantine notification for an email with an envelope-to one of the other two domains.

Can you check your Manage My Mail settings please jelv and if they look correct try clicking the 'Update' button for each domain to refresh the settings? I'd be interested to know whether or not you still have problems after doing this?

Quote from: jelv

Action taken by CSC to stop the Sainsbury's emails being quarantined (they removed it from the approved list and 'set the aggressiveness to 1' - it already was 1!) was very effective - today's email was quarantined.

The whitelisting problem should be fixed as well now, it was due to a problem with one of our CRON scripts.