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Valid emails are blocked by the Email Reputation feature of Worry-Free Business Security (WFBS)

    • Updated:
    • 8 Apr 2021
    • Product/Version:
    • Worry-Free Business Security Advanced 9.5
    • Worry-Free Business Security Standard 7
    • Worry-Free Business Security Standard 8
    • Worry-Free Business Security Standard 9
    • Worry-Free Business Security Standard 9.5
    • Worry-Free Business Security Standard/Advanced 7.0
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Worry-Free Business Security Standard/Advanced 9.5
    • Platform:
Summary

The Email Reputation feature in WFBS blocks valid emails. Any of the following error messages may appear:

  • Your email messages have been blocked by Trend Micro Email Reputation Service.
  • Emails getting blocked
Details
Public

To resolve the issue:

  1. Add the IP address of the sender to the ERS approved list.
    1. Log on to the WFBS console.
    2. Go to Security Settings > Exchange server > Configure > Email Reputation.
    3. Type the IP address and click Add. If required, you can import a list of IP addresses from a text file. To remove an IP address, select the address and click Remove.

      Approved IP addresses list

    4. Click Save.
     
    Email messages from these IP addresses will never be blocked.
     
  2. Notify the sender about the blocked emails and ask the sender to instruct the abuse department of their ISP to do the following:
    1. Go to the MAPS – Support – Lookup Tool.
    2. Search the IP address of the email sender of the ERS databases.
    3. To unblock emails from an IP address that has been blocked by ERS, refer to this Knowledgebase article:
      Removing valid IP addresses from the Email Reputation Services (ERS) database
Premium
Internal
Partner
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1056643
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