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Self Service - Emergency Inbox

Bruce Brothers

Just started using Sophos Self Service and I am at the Emergency inbox. I have a ton of emails from my external vendor,  I have hit Allow in the first conversation. It added the vendor to the allow list. I have waited over 24 hours and there is no incoming mail into my internal Outlook. That vendor and others are still stuck in the "Emergency Inbox", is there a second step somewhere as Sophos is obviously not releasing it even though it is flagged as "allow". 

Bruce Brothers

Rush Personnel

530-893-5500

bruce@rush-personnel.com



Edited tags
[edited by: Raphael Alganes at 11:56 PM (GMT -7) on 6 Jun 2023]
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  • 0 in reply to emmosophos

    Totally understand the concept of release them manually but what can you do beyond "allow", mainly is there a "release" button or link? - Currently we think it may be a firewall issue, we have some techs working on it. 

  • 0 in reply to emmosophos

    Also, new emails are also sticking there from the same vendor even after the "allow" function was set to active. So old and new are getting stuck, again it may be a fire wall issue. I will update soon. 

  • 0 in reply to Bruce Brothers

    Hello Bruce,

    Just to clarify, you are referring to this Sophos Self-Service? The one for Sophos' Email? 

    If so, I might have been confused about the Release, the release is only for emails in the Quarantine Email, and the email in the Emergency inbox, is retried to be sent after a time cycle automatically, I don't recall right now (but not more than 24hrs), it adds more time after each failed attempt. 

    If Sophos Email can't deliver the email, it will try for a period of up to 5  days. Emails however are stored for 14 days in the Emergency Inbox.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
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