In our web-interface, we use different classifications to describe why a message was rejected or temporarily rejected.
Temporarily Rejected (4xx SMTP response)
Temporary rejection due to greylisting. This technology is only applied to new IP addresses which do not have a (good) reputation yet in our global systems. We do not apply “classical greylisting” so this should not cause any delays on your legitimate traffic. For new Local Cloud installations please allow up to 72 hours for the systems to “learn” about your traffic.
Unable to verify destination address
This means the destination server is unreachable or temporarily rejecting the email traffic. You’ll have to check the destination route set to ensure delivery is attempted to the correct server. The logs on the destination server should show why it is not accepting the delivery attempts.
An internal error occurred, this should automatically resolve. If not, please contact support.
Per-minute connection limit exceeded
The sender has exceeded his/her per-minute limit.
Too Many Connections
Too many connections from the sending server. Ratelimited.
Too Many Concurrent SMTP Connections
There is a hard-coded limit of 10 concurrent SMTP connections per IP to protect the systems against attack. Please ensure that the sending mailserver only opens up a maximum of 10 concurrent connections to avoid hitting this limit.
Mail for this domain cannot be accepted right now; please retry (Unable to handle in active connection)
Within a single SMTP connection, it is possible to deliver a message to different recipients. The SMTP protocol only allows you to accept or reject the email, without distinguishing between the different recipients. Since different domains can have different filtering settings, we can only accept the message for a single domain. If all recipient domains are sharing the same filtering settings, the message will be immediately accepted for all recipients without this temporary reject. If a recipient is temporarily rejected, the sending server will automatically retry the delivery.
Rejected (5xx SMTP response)
Lines in message were longer than user maximum
This means that line within the email is longer than the set maximum. The RFC 5322 (SMTP 5321) specifies a maximum line length of 998. Normal email clients always enforce this limit to avoid delivery problems. The problem should be resolved at the sender side, or the check can be disabled.
Message had more parts than the user maximum
This refers to the amount of MIME parts a message has. The default limit is set to 100. This can be de-passed and triggered with excessive amounts of attachments or other MIME parts
Sending server used an invalid greeting
The sender has used an invalid HELO/EHLO. This could be either because an IP address is used for the HELO, or because the HELO contains an invalid charachter, for example : underscore (_). The RFC states that a FDQN (Fully Qualified Domain Name) MUST be used.
Our systems considered this message as SPAM and quarantined the message. Releasing the message from quarantine will report it as a classification mistake to correct our systems.
This means that the SPF (Sender Policy Framework) has been broken. If this is legitimate mail, then this could be due to a forwarding construction. Please see our SPF knowledgebase article for more information.
Sending server is missing DNS records
The sending server is missing MX records or A records. Please note that any DNS changes only take effect after the initially set TTL has expired.
Destination address does not exist
The destination server is rejecting the connection with a 5xx permanent failure. The logs on the destination server will show why the message was rejected. You’ll have to resolve the problem on the destination server to ensure it accepts the email.
Phishing attempt detected
Our systems detected a phishing attempt. Releasing the message from quarantine will report it as a classification mistake to correct our systems.
Bad header count
Emails should never contain duplicate headers such as “Subject” or “To”. In case such duplicate headers are found, the message will be rejected until the underlying bug is fixed in the email sending software.
Blacklisted sending server
The sending server has been blacklisted on the IP blacklist.
Sending server listed on multiple DNSBL
The sending server has been found on mutiple blacklists. Releasing the message from quarantine will report it as a classification mistake to correct our systems. For a temporary override please see http://www.spamrl.com
Sending server attempted too many invalid addresses
The email sending server has attempted to deliver email to too many invalid email addresses in a certain time period. Please retry again later.
The sender was added to the custom sender blacklist.
A URL within the email has been listed on several blacklists. Releasing the message from quarantine will report it as a classification mistake to correct our systems. The rejection message contains more information about the responsible list.
External Pattern Match
The layout & format of the email matches known spam emails already listed. Releasing the message from quarantine will report it as a classification mistake to correct our systems. The rejection message contains more information about the responsible list.
User-specified blackhole address
A user specified /dev/null Address. This email will not get delivered anywhere.
The “combined” result provides a weighted classification score of the different classifiers. Depending on the configured “quarantine threshold”, the message will be rejected as spam or accepted. A quarantine threshold of 0.9 is recommended. To be more tollerable for senders using a wrong HELO/PTR/IP configuration, a score of 0.91 can be set. The lower the quarantine threshold, the more messages will be quarantined as spam. The SMTP message returned for this classification is “High probability of spam” to the sender. Please ensure to release the message from quarantine if it’s legitimate, this will adjust the scoring in our various databases.
CRM114 is a statistical content check. When a message gets blocked by this classifier on our systems, then this mean there has been a close match within the email that corresponds to an already seen spam message. Releasing the message from quarantine will report it as a classification mistake to correct our systems.
Subject contains invalid characters.
When a message is rejected with “550 Subject contains invalid characters.” the email subject will have non-ASCII characters, which is not allowed by the RFC. To include non-ASCII characters in subjects, the subject is required to be properly encoded (e.g. with UTF-8). Any normal mail client will automatically handle that for you, so it’s likely a bug in a custom written script that generated the invalid subject. The evidence header for this classification will show “Badly formed Subject header.”.
Global Tokens (Hosted cloud / Local Cloud)
These are statistical content checks that are built based on data collected from all our clusters and clients worldwide. Releasing the message from quarantine will report it as a classification mistake to correct our systems..
Cluster Tokens (Local Cloud Only)
This is similar to the global tokens, but based specifically on your Local Cloud traffic and reports. Releasing the message from quarantine will report it as a classification mistake to correct our systems.
We make use of certain datasets from Sanesecurity. To decode Sanesecurity signatures please check here.
In case your message has been rejected with “safebrowsing” in the rejection message, it means it has been (recently) listed by Google as hosting mailicious files.
Relay not permitted
In case your message has been rejected with “550 Relay not permitted!” in the rejection message, it means that delivery was attempted to the incoming filtering service on port 25 to a domain which has not (yet) been added to the filtering solution. To resolve this, please add the domain to the incoming filtering service. If you’re trying to use the outgoing filtering service, please ensure to use the outgoing filtering service port 587 instead.
message submission is for authorised users only!
This indicates you’re attempting delivery via our outgoing email filter on port 587 (default). If you’re receiving this response to an incoming email delivery attempt, your mailserver is wrongly setup (and likely a misconfigured version of Lotus Domino). If you’re trying to send outgoing email, please ensure to provide a valid username/password to authenticate.
Legitimate bounces are never sent to more than one recipient.
In case your message has been rejected with “Legitimate bounces are never sent to more than one recipient” in the rejection message, it means that the mailserver was trying to deliver an email to multiple recipients with an empty “MAIL FROM:<>” (return-path). The SMTP RFC 220.127.116.11 indicates that null sender emails (bounces) can never be sent to multiple recipients. So there appears to be a misconfiguration on the mailserver.
Destination address is not configured.
This usually means that the filtered domain is using ‘Local Recipients’ and that specific email address in not in their list of approved recipients.
The content of this message looked like spam.
This indicates the message has been blocked based on our content scanners, as similar messages have been reported as spam. In case the message is legitimate, please ensure to release it from quarantine. This will update the statistical filters to prevent such issues in the future.
This error occurs if there is a (permanent) network error delivering to the destination mailserver. This issue is unrelated to the SpamExperts software and indicates a network problem. Possibly the DNS servers of the domain are broken, or they cannot be reached from the filtering server. Alternatively it’s possible the destination hostname or IP does not exist, or is unreachable because of a permanent issue. You can check for DNS errors on the following page: http://dnscheck.sidn.nl/. Please contact your network administrator to investigate any networking issues.
We do not accept mail from this address
This error occurs if the sender has been manually added to the “Sender blacklist” for the receiving domain.
We do not accept message/partial messages here
Before people had a permanent internet connection, sending larger emails was time-consuming and often failed. Therefore older email clients sometimes still break up large emails into separate parts for delivery. This old email feature is not used anymore nowadays, and imposes a severe risk as it makes detection of viruses impossible (as viruses would be split over separate emails before being assembled again by the destination email client). Please ensure to resolve your email client settings to to split up larger emails.
Accepted (2xx SMTP response)
Message looked like non-spam
This message was accepted for delivery based on our content checks. Reporting the message as spam will correct our systems.
The sending server is listed on several DNS-Whitelists. This means no spam has been seen recently from this sending server. Reporting the message as spam will correct our systems.
The sender has been placed on a manual whitelist by the recipient. Removing the sender/recipient from the whitelist will prevent spam getting through.