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

    • Updated:
    • 5 Sep 2017
    • 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:
    • Windows 2003 Datacenter Server
    • Windows 2003 Enterprise Server
    • Windows 2003 Small Business Server
    • Windows 2003 Standard Server Edition
    • Windows 2003 Web Server Edition
    • Windows 2008 Datacenter Server
    • Windows 2008 Enterprise Server
    • Windows 2008 Essential Business Server
    • Windows 2008 Small Business Server
    • Windows 2008 Standard Server Edition
    • Windows 2008 Web Server Edition
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. Select the applicable IP address-removal instruction by clicking a link.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1056643
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