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Miss the Quarantine Digest email

Hi all,

I miss the Digest email (Quarantine), but i have messages within quarantine.

How do i check if/why not a digest is sent.

Greetings

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0 Stuart James over 1 year ago

I have the same problem. I haven't been getting any quarantine digest emails for a week. Have a case logged but no response yet.
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0 Tom Foucha over 1 year ago in reply to Stuart James

Case number?
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0 emmosophos over 1 year ago in reply to Stuart James

Hello Stuart,

Thank you for contacting the Sophos Community.

I checked under your account, but I couldn't find any Case attached to it, please share the Case ID with us, and if you haven't shared it with Support please enable Support Access and mention the email address of a user that hasn't received the Quarantine digest but shows it has quarantine emails in Sophos Email.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.
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0 emmosophos over 1 year ago

Hello Dirk,

Thank you for contacting the Sophos Community.

Please open a case with support so they can investigate the logs, enable Support Access in your Central account, and share a screenshot of an email in the Quarantine, the quarantine settings, and the user's email with quarantined email but hasn't received the digest.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.
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0 Stuart James over 1 year ago in reply to emmosophos

Have had a response now, but blaming Timezone or something. Hadn’t been working for a week so don’t think the time zone is the issue.

Case 06504286
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0 Stuart James over 1 year ago

FYI - Quarantine emails started coming through this morning randomly. Nothing has changed, so no idea, but working nonetheless.
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0 josepalad over 1 year ago in reply to Stuart James

Stuart James Thank you for your update. I have also taken a look at your case and I would say that this is an expected behavior. This is because the Quarantine Summary emails are configured to be sent everyday at 8AM and 4PM. This means that if there are emails quarantined after 4PM for a particular user, it will appear in the Quarantine Summary sent around 8AM. I took a look at the quarantined emails on May 8 and found that they range from 9:46PM to 11:55PM. So this after 4PM, hence would be seen at 8AM the following day.

Regards,
Jose
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0 Stuart James over 1 year ago in reply to josepalad

No, this is not the case. Quarantine emails were not received for A WEEK, and there were emails in my quarantine - confirmed by the support consultant who shadowed by PC.

Nevertheless, now working.
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0 josepalad over 1 year ago in reply to Stuart James

Stuart James Thank you for your reply. If it is that long, then yes that would be not expected and should be investigate further. As it is working now, please do let us know (through the current case) how you want to proceed. Thanks!
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0 Stuart James over 1 year ago in reply to josepalad

It worked this morning. Will continue to monitor and advise via support case.
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