Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials

All SW support emails get quarantined by our email system

This is so annoying. All of Solarwinds support emails now get quaratined by our email system and the email admins will not make an exception. Solarwinds techs say they cannot do anything about the email format.:

The mail system received an item for you that may contain potentially malicious JavaScript or VBScript within the email message. The sender and subject line are listed below. Please contact the Helpdesk if you need to have the data in this message.

Sender: b.support_tsolarwinds_pnet.ae747daad1@bounces.netsuite.com

Subject: Case Update: 123456 - Ticket title

Debbi

Find more posts tagged with

Accepted answers

All comments

bshopp

Thanks for the info, I have forwarded this internally to the right folks so we can get this looked into and see what we can do from our side

MarieB

Hi Debbi--

I checked with our support team and their recommendation is to ask your email admins if they can whitelist (set as approved) any emails from @case.netsuite.com.

Can you try that and let me know if it works.

Thanks,

Debbi

As you can see in my original post, the email admins will not make an exception. And it is very rare for me to have an email quarantined even though I deal with scores of vendors via email. Fortunately, the SW tech I am working with now, as opposed to the last tech I worked with, was apparently able to send an email without the SW logo, etc., so I actually got one! -Debbi

MarieB

Debbi--

Very happy to hear that you got the email!! I will note the workaround should this occur in future.

Thanks for your post.

Debbi

I am glad I was working with a tech this time who was able to send plain text email. The last tech said he could not control the email format. But even still, every time he sent email, I had to request it be re-sent in plain text, which delayed resolution.

Debbi