When I try to report a message with the Outlook plug-in, I get a 'Report Message is working on your Report Message request" until what appears to be a time out, then I get "We're sorry, we couldn't access Report Message. Make sure you have a network connection. If the problem continues, please try later." Do I need to open any firewall ports for this feature to work? We have a hybrid Exchange environment (Office 365 and on premise). The accounts I'm try to use are on premise, and the plugin was installed in the local Exchange environment.
Hey Robert Phillips
Could you please ensure that you've whitelisted the following domains and IPs?
Those IPs are whitlisted. The issue is not on the receiving mail end, however. When I clip on a received phish threat mail to report it is when it times out. Thanks!
Your post is of no assistance. We are also having the same issue.
I just spent over 3 hours on the phone with support (Mosty on hold) with no resolution. No one even seems to understand what is going on.
My case # is: 8507647
Did you ever get the report message button to work? We are also having the same issue and have spent hours on the phone with support getting nowhere.
Apologies for this inconvenience and negative experience with our support team. I have located your support case, were you able to get connected with one of our engineers? Please PM me as I would like to follow up with you.
We have just started to receive this error after a few months of the system working fine.
I've confirmed that we whitelisted those IPs but doubt that would be the cause anyway as we are receiving the phishing campaign emails fine, just can't report them.
Is there a fix for it?
Hi Graeme Tolson
This specific issue is currently being investigated under the ID PHISH-3736. Will reply back here when there is an update.
I would advise for you to please raise a support case mentioning this ID, so that further investigation can be performed for your situation. Please PM me with your case ID so I may follow up.
We are running into the same issue. Our results seem to point at a problem with outlook 2019. We have ran the test on the following computers with mixed results.
Windows 10 with Outlook 2019 - Never got a successful report sent.
Windows 10 with Outlook 2013 - Was able to report both campaign e-mails and random e-mails.
Windows 7 with Outlook 2016 - Was able to report both campaign e-mails and random e-mails.
Hi Bryan Lee
[Update] What Microsoft Exchange version are you running in your environment?
Reference: Is my environment compatible with Sophos Outlook Add-in?
4 Months since the issue was reported and still not a single call from Sophos. I am told by support that others have reported the same issue but, still no resolution or attempt to work though the issue with the clients. My contract renewal is quickly approaching.