New Sophos Support Phone Numbers in Effect July 1st, 2023

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

Parents
  • 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 VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Hello Emmanuel,
    thanks for the answer.
    This is a personal/trial account. So I can only work with it in the evenings. Not a good time for a sophos case.
    ... and it's annoying at the moment, but not important.
    That's why I prefer to ask in the forum ... should I also see the quarantine report in the mail history?

    BTW ... is there an option/log to see all denied mails?
    Currently, for a not existing recipient there is nothin within the logs but the sender get
    "SMTP error from remote server for RCPT TO command, host: mx-01-eu-central-1.prod.hydra.sophos.com (3.126.210.83) reason: 550 5.7.1 XGEMAIL_0011 Command rejected"
    And that#s not really a good/correct message.


    Dirk

    Systema Gesellschaft für angewandte Datentechnik mbH  // Sophos Platinum Partner
    Sophos Solution Partner since 2003
    If a post solves your question, click the 'Verify Answer' link at this post.

  • Hello Dirk,

    No, the Quarantine report won’t be shown in the mail history.

    The Message summary (https://central.sophos.com/manage/xgemail/reports/email-protection/message-statistics) shows and classifies all the emails you see in the Message History.

    I believe for the type of email you’re referring to since the email is rejected before it’s processed (rejected at the connection level), it won't show in any of the reports. (I will confirm with PM).

    If you'd like, you can send me the Remote Assitance UID via PM and let me know an email address that was supposed to get the Digest, and I can research in the logs.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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