Recently emails are bouncing from safe senders. They are not in spam folders. Why is this? Emails have been received from them previously. Please could you kindly you fix this so that we again receive emails from these people and companies?
Is there a setting for adding email address and company names to a safe list or white list?
Thanks
Michael
Hi @MJW ,
On your Norton Safe Mail management page : My Norton - Norton Safe Email (translated by Google Translate from my Norton space in French; the exact wording may vary depending on your country), you must have a link like that :
“What happens if an email is incorrectly flagged?”.
Translation of the pop-up text (screenshot in French above) :
What should I do if an email is incorrectly flagged?
If you find that we have incorrectly flagged an email, you can let us know by assigning the label “Norton: Review” to that email. This helps us improve your protection.
NORTON: REVIEW
Follow these instructions (or use Google’s instructions):
Adding a label to the email will not change any labels already applied. You can add or remove labels manually at any time. After reviewing your email, we will send you an email to let you know that we have updated your system.
Cheers
Guillaume
I just reread your message. Sorry, I read it too quickly the first time and my reply was irrelevant.
What makes you think Norton Safe Email is the reason you’re not receiving emails ?
Because two senders have phoned me and said emails sent to me are not getting through and ‘bounce back’
We believe Norton 360 for Gamers is stopping these emails and treating them as spam or a virus
Disable Norton Safe Mail temporarily, recheck to see if messages come through. That should validate whether NSM is the issue or something else is.
Edited: Also look in this drive C: location for a safe mail log which may have information:
C:\ProgramData\Norton\Antivirus\report
SA
In addition to @SoulAsylum 's suggestion to (temporarily) remove the affected email account from Norton Safe Email monitoring, have you first tried disabling the “AI Scam Detection” option in Norton Safe Email ?
Does either of these actions resolve the issue with receiving emails ?
If not:
Cheers,
Guillaume
I see no settings for email in Norton 360. Is Norton Safe Email part of Norton 360?
Safe Mail is NOT an integral past of the Norton suite, at least not in Norton 360. If you have never followed this guide to setup Safe E-mail within your Norton account you are NOT using NSM. As Guru Guillaume asked previously, what e-mail service/type are you using?
Conversely, IF the bounces are being done on the “receivers” end there may an issue with their side.
SA
It appears Safe Email is not in Norton 360 [BullGuard provided in it before Norton took them over]
Our email to Outlook comes via a portal called Hosting Heroes who host our web site and email. We can access our email on this remote portal or on Outlook. The emails are bouncing back from both. I guess there is nothing Norton will do unless we upgrade to Safe Email?
FWIW!! Indeed, Safe Mail is an added service available from within your Norton account not in Norton 360 as posted earlier. We are still confused and trying to help determine, how/what Norton may be doing that is causing messages to bounce from the source. Messages bouncing back to you as undeliverable is most likely residing with your provider in some way.
-Is there a reason being given “in the return message” ( non delivery report ) about WHY the bounce occurs? If so please provide that for us.
Here is some information for your review that should be addressed your side: NOTE- Please look for the “spam or other rejection codes” mentioned in the info below.
AI Overview
If your emails hosted through Hosting Heroes are bouncing back in Outlook, you need to check the bounce-back message (Non-Delivery Report) for the exact error code. This code reveals exactly where the breakdown is happening. [1, 2, 3, 4]
Common issues and their fixes include:
- Authentication Issues (SPF/DKIM/DMARC)
If Outlook gives you a 550, 553, or 554 spam/rejection error, your domain’s email authentication records may be missing or misconfigured. [1, 2, 3]
- The Fix: Log into your Hosting Heroes control panel, access your DNS Zone Editor, and ensure your SPF (TXT) and DKIM (TXT or CNAME) records are configured correctly. [1]
- Incorrect SMTP/Outgoing Settings
If emails fail to send and sit stuck in your Outbox, your mail server settings are likely misconfigured. [1]
- The Fix: In Outlook, navigate to your Account Settings and verify the following:
- Outgoing Mail (SMTP): Provided by Hosting Heroes (usually yourdomain.com)
- Port: 587 (with STARTTLS) or 465 (with SSL/TLS)
- Authentication: Ensure “My outgoing server (SMTP) requires authentication” is checked. [1]
- DNS Propagation
If you recently purchased your hosting or changed name servers, email routing might not be fully functional.
- The Fix: Wait 24-48 hours for DNS changes to propagate globally, or contact Hosting Heroes directly at their Hosting Heroes Support Portal to ensure your MX records are pointing to the correct server. [1]
- Mailbox Quota
If you get an error indicating the user is over quota or their mailbox is full (such as a 452 or 552 code), the recipient’s or your own inbox is out of space. [1, 2]
- The Fix: Log into your Hosting Heroes Webmail or Microsoft 365 portal to delete old emails and empty your Trash.
What to do next:
Locate the specific 3-digit error code in the undeliverable email (e.g.,
5.1.1,5.7.1) and submit a support ticket via the Hosting Heroes Client Area for rapid resolution of server-side blocks. [1, 2]
These are the e-mail setting available in Norton:
SA
This problem still persists. On my michael@ and info@ accounts I am still not receiving emails.
There may be others that I am not aware of.
I undertook the changes you suggested in Global Email Filters. To avoid conflicts I checked and removed any Local Email
Further advice would be appreciated.
Would Safe Mail resolve this problem? If so, please provide a link where I can add it to our account
Thanks
@MJW I took the liberty to edit out your email addresses in your last post, due to that being information out in the public eye here that can be used for nefarious purposes.
Regards,
SA
