Email Delivery Issue to Proofpoint

Resolved
Resolved
After 1 day, 7 hours, and 55 minutes

This incident has been resolved.

Recovering
After 1 day and 39 minutes

Email queues have cleared and we are no longer experiencing email delivery issue.

We will continue to closely monitor the email service and will provide our next update as soon as more information becomes available.

Identified
After 16 hours and 9 minutes

As of 07:15 UTC, email queues have decreased significantly and continue to decrease. We will continue to monitor the email queues and provide our next update when more information becomes available.

Identified
After 11 hours and 54 minutes

We are seeing a recurrence and currently experiencing issues delivering emails to a small subset of customers/recipients using Proofpoint service. The result is that emails processed by our US East infrastructure are queued for delivery. Our investigation shows the issue is occurring due to Proofpoint throttling our IP range.

We are working with Proofpoint to address the situation. We will provide updates as soon as new information is available.

Recovering
After 1 hour and 38 minutes

As of 15:53 UTC, email queues have cleared and we are no longer experiencing email delivery issue.

We will continue to closely monitor the email service and will provide our next update as soon as more information becomes available.

Investigating

We are currently experiencing issues delivering emails to a small subset of customers/recipients using Proofpoint service. The result is that emails processed by our US East infrastructure are queued for delivery. Our investigation shows the issue is occurring due to Proofpoint throttling our IP range. Any existing email will remain queued till the throttling is cleared. Please note that there is no impact to protection services, and all other aspects of our services remain functional.

We are working with Proofpoint to address the situation. We are requesting affected customers to open a case directly with Proofpoint and request rate-limiting to be removed as well as the IP range to be added in the global whitelist. Customers are also requested to whitelist Symantec IPs using Proofpoint solution.

We will provide updates as soon as new information is available.

Began at:

Affected components