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Receiving an SCL of 5 emailing Office 365 / Outlook.com / Hotmail Subscribers RRS feed

  • Question

  • Hello,

    Issue:

    Despite over 10 tickets with Outlook.com, Hotmail Sender Support, and Office 365 support, my self-hosted postfix mail server ( mail.apmnerdery.com / 96.43.128.12 ) continues to have email routed to spam for Office 365 / Outlook.com / Hotmail subscribers with an SCL of 5.

    Backstory:

    Back in October I moved my mailserver to a new IP, which seemed to have a bad reputation ( I had to get delisted by Yahoo and Microsoft; ticket#SRX1361142825ID is the one with the conditional mitigation ). I have continued to receive the high SCL throughout tickets SRX1365414168ID, SRX1368660850ID, SRX1370026320ID, and SRX1372026515ID.

    Message source from an impacted message:

    Received: from CY1NAM02HT087.eop-nam02.prod.protection.outlook.com
     (10.173.25.22) by BN6PR20MB1219.namprd20.prod.outlook.com with HTTPS via
     BN6PR11CA0036.NAMPRD11.PROD.OUTLOOK.COM; Fri, 27 Jan 2017 18:32:52 +0000
    Received: from CY1NAM02FT048.eop-nam02.prod.protection.outlook.com
     (10.152.74.53) by CY1NAM02HT087.eop-nam02.prod.protection.outlook.com
     (10.152.74.219) with Microsoft SMTP Server (version=TLS1_2,
     cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.803.8; Fri, 27 Jan
     2017 18:32:49 +0000
    Authentication-Results: spf=pass (sender IP is 96.43.128.12)
     smtp.mailfrom=holzracingproducts.com; hotmail.com; dkim=pass (signature was
     verified) header.d=holzracingproducts.com;hotmail.com; dmarc=pass action=none
     header.from=holzracingproducts.com;
    Received-SPF: Pass (protection.outlook.com: domain of holzracingproducts.com
     designates 96.43.128.12 as permitted sender) receiver=protection.outlook.com;
     client-ip=96.43.128.12; helo= mail.apmnerdery.com;
    Received: from SNT004-MC9F18.hotmail.com (10.152.74.54) by
     CY1NAM02FT048.mail.protection.outlook.com (10.152.74.227) with Microsoft SMTP
     Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id
     15.1.874.2 via Frontend Transport; Fri, 27 Jan 2017 18:32:48 +0000
    X-IncomingTopHeaderMarker: OriginalChecksum:80E94D174B0B5369A78C3B98FB544DD4A52491DA5BC55B80AFB6E6AC2AFC4CA2;UpperCasedChecksum:A7CD85B10FF6067652CAF45B7DD5356EB15E7C11ABB9D65652F812CD8661FEEA;SizeAsReceived:1537;Count:13
    Received: from mail.apmnerdery.com ([96.43.128.12]) by SNT004-MC9F18.hotmail.com over TLS secured channel with Microsoft SMTPSVC(7.5.7601.23143);
    	 Fri, 27 Jan 2017 10:32:46 -0800
    Received: from authenticated-user (mail.apmnerdery.com [96.43.128.12])
    	(using TLSv1 with cipher ECDHE-RSA-AES256-SHA (256/256 bits))
    	(No client certificate requested)
    	by mail.apmnerdery.com (Postfix) with ESMTPSA id AD1FBA000E5
    	for <amarsaudon@hotmail.com>; Fri, 27 Jan 2017 10:32:33 -0800 (PST)
    DKIM-Signature: v=1; a=rsa-sha256; c=simple/simple;
    	d=holzracingproducts.com; s=mail; t=1485541953;
    	bh=7uAhJ2oaGxXloczqdmauCkB//NAOvgY2RW0xnfpOsC4=;
    	h=Date:From:To:Subject:From;
    	b=F5WKA3aJvOzHo3w8R2IDyLRj8Ybii6mcDPk9mRpoYmnY+0T9DKWZ1iQ5eBQHZmRXf
    	 3W9JEfLqfBMrcM8lk7BlHS51bFEgAQP9jmS2DlOEPQVE7BZQVq0y4KTt31bCvwWt0v
    	 sIQjpp2Bio4HuKU1dBg8ibX8WQmYJidWeiBjobOB/NNthS9HGGHRc3XrS9n6o1Lara
    	 661VXuoUP3zM/hh4CuoLGl4ZFw9XMK4RFxzQDLue49WwwaVXa70cx9DRIJ48TMDrl+
    	 y3ZyYUpihJSK0YQTeTZ7SAY4fCrBqKfjP1GPMUbYyVlhL/CvVVm+JK6PBemheYFnfl
    	 o3ouxsO/290vg==
    Content-Type: multipart/alternative;
    	boundary="=_2adb3ccd4f53c40a1f95797e6308562a"
    Date: Fri, 27 Jan 2017 10:32:33 -0800
    From: shipping@holzracingproducts.com
    To: amarsaudon@hotmail.com
    Subject: Test outbound email message
    Message-ID: <acf9079c26e7602960bd692afd5d5f73@holzracingproducts.com>
    X-Sender: shipping@holzracingproducts.com
    Return-Path: shipping@holzracingproducts.com
    X-OriginalArrivalTime: 27 Jan 2017 18:32:46.0563 (UTC) FILETIME=[C1674330:01D278CB]
    X-IncomingHeaderCount: 13
    X-MS-Exchange-Organization-Network-Message-Id: f2e1fee7-94cb-45f8-9aa2-08d446e2e5a0
    X-EOPAttributedMessage: 0
    X-EOPTenantAttributedMessage: 84df9e7f-e9f6-40af-b435-aaaaaaaaaaaa:0
    X-MS-Exchange-Organization-MessageDirectionality: Incoming
    CMM-sender-ip: 96.43.128.12
    CMM-sending-ip: 96.43.128.12
    CMM-Authentication-Results: hotmail.com; spf=pass (sender IP is 96.43.128.12;
     identity alignment result is pass and alignment mode is relaxed)
     smtp.mailfrom=shipping@holzracingproducts.com; dkim=pass (identity alignment
     result is pass and alignment mode is relaxed)
     header.d=holzracingproducts.com; x-hmca=pass
     header.id=shipping@holzracingproducts.com
    CMM-X-SID-PRA: shipping@holzracingproducts.com
    CMM-X-AUTH-Result: PASS
    CMM-X-SID-Result: PASS
    CMM-X-Message-Status: n:n
    CMM-X-Message-Delivery: Vj0xLjE7dXM9MDtsPTA7YT0wO0Q9MjtHRD0yO1NDTD00
    CMM-X-Message-Info: 11chDOWqoTntKAmFakwXYqnoD9vAop+wJcUGF3qfvdM6gI2kfjFs2MmPrLPxaAAbT5fD8PmiiVCwvrIpCDQc+zuEwCzevzM+lBgNrsm0hMPBYEMr+SMy6pm23MgPEJdk+FVRlucArddbG280OnyqBPCDUkS2bRXoKmYdMyNoIVvx1ZOOs7Iu00FJcHbJ4XCggieGNTGCSBZnG03ktRw/83dKvJa/CAoQ3cT6Gm1GWFSL7wQeEFyz7g==
    X-MS-Exchange-Organization-SCL: 5
    X-MS-Exchange-Organization-PCL: 2
    X-Microsoft-Exchange-Diagnostics: 1;CY1NAM02FT048;1:sAiJsqrbLPQ2QC4PBW9cEm7hwQqp9D80QAONEnC2fDhgkMisyjBcrirtat2fnG0JjltjosDqVCsYVm0kIzKQf6I/8IyC2W7BIVG/Ipo5Zv+Y10J0YMl/PvNqx6kJLpgNYB+wqgMMDVR0M1IUl7vP7g==
    X-Forefront-Antispam-Report: EFV:NLI;SFV:SPM;SFS:(28900001);DIR:INB;SFP:;SCL:5;SRVR:CY1NAM02HT087;H:SNT004-MC9F18.hotmail.com;FPR:;SPF:None;CAT:SPM;LANG:en;
    X-MS-Exchange-Organization-AuthSource: CY1NAM02FT048.eop-nam02.prod.protection.outlook.com
    X-MS-Exchange-Organization-AuthAs: Anonymous
    X-MS-Office365-Filtering-Correlation-Id: f2e1fee7-94cb-45f8-9aa2-08d446e2e5a0
    X-Microsoft-Antispam: BCL:0;PCL:0;RULEID:(22001)(8291500097)(8291501071);SRVR:CY1NAM02HT087;
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    X-MS-Exchange-Organization-AVStamp-Service: 1.0
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    X-Exchange-Antispam-Report-CFA-Test: BCL:0;PCL:0;RULEID:(444111334)(444112120)(82015046);SRVR:CY1NAM02HT087;BCL:0;PCL:0;RULEID:(204819028);SRVR:CY1NAM02HT087;
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    SpamDiagnosticOutput: 1:22
    SpamDiagnosticMetadata: Default
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    X-MS-Exchange-CrossTenant-OriginalArrivalTime: 27 Jan 2017 18:32:48.8268
     (UTC)
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    	abwl:0;wl:0;pcwl:0;kl:0;iwl:0;ijl:0;dwl:0;dkl:0;rwl:0;ex:0;auth:1;dest:J;WIMS-SenderIP:96.43.128.12;WIMS-SPF:holzracingproducts%2ecom;WIMS-DKIM:holzracingproducts%2ecom;WIMS-822:shipping%40holzracingproducts%2ecom;WIMS-PRA:shipping%40holzracingproducts%2ecom;WIMS-AUTH:PASS;ENG:(102400140)(102420017);RF:JunkEmail;OFR:SpamFilterAuthJ;
    
    Testing to see if delist worked as expected
    --=_2adb3ccd4f53c40a1f95797e6308562a
    Content-Transfer-Encoding: quoted-printable
    Content-Type: text/html; charset="UTF-8"
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    ">
    <p>Testing to see if delist worked as expected</p>
    
    </body></html>
    
    --=_2adb3ccd4f53c40a1f95797e6308562a--

    Can you offer any explanation as to why my messages continue to receive an SCL of 5 and be routed directly to user's spam? It is cripping to the various organizations that use my mailserver.

    I am subscribed to SNDS and JMRP; neither have provided useful information.

    I have forwarded dozens of false-positives to Forefront-legit@submit.cloudmark.com

    I have forwarded several messages to delist@messaging.microsoft.com

    I have forwarded several impacted messages to false_positive@messaging.microsoft.com

    I have created 6 or 8 tickets here: https://support.microsoft.com/en-us/getsupport?oaspworkflow=start_1.0.0.0&wfname=capsub&productkey=edfsmsbl3&locale=en-us&wa=wsignin1.0&ccsid=636211413269431605 (seems to be helpful if you are BLACKLISTED (which I am not blacklisted as of the conditional mitigation 10/31/2016))

    I have completed the form here: https://sender.office.com/

    All of this, and the issue remains!

    Any advice is appreciated.




    • Edited by Amarsaudon Friday, January 27, 2017 7:35 PM
    Friday, January 27, 2017 7:11 PM

All replies

  • Hi,

    According to your description, I understand the message can be sent to other domains except Office 365 / Outlook.com / Hotmail domain. The issue may be caused if your server IP (96.43.128.12) is listed on a block list.

    I suggest we can click the following link to re-raise a request: 

    https://support.microsoft.com/en-us/getsupport?oaspworkflow=start_1.0.0.0&wfname=capsub&productkey=edfsmsbl3&ccsid=635670352520199342&wa=wsignin1.0

    Please fill in the application form and sent it to unblock the IP.


    Best Regards,
    David Wang
    TechNet Community Support


    Please remember to mark the replies as answers if they helped.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.



    • Edited by David Wang_ Friday, February 3, 2017 7:12 AM
    Monday, January 30, 2017 9:20 AM
  • "I have created 6 or 8 tickets here: https://support.microsoft.com/en-us/getsupport?oaspworkflow=start_1.0.0.0&wfname=capsub&productkey=edfsmsbl3&locale=en-us&wa=wsignin1.0&ccsid=636211413269431605 (seems to be helpful if you are BLACKLISTED (which I am not blacklisted as of the conditional mitigation 10/31/2016))" 
    Thursday, February 2, 2017 12:28 AM
  • Hi there,

    We are in the exact same situation as you are.  Changed our mail server IP. Getting SCL of 5 for every mail sent to Microsoft's mail servers (hotmail, live.com and the likes).

    Did you find a solution ?

    We have the same X-Forefront-Antispam-Report header, and that is SFV:SPM. I gather it mean that "The message was marked as spam by the content filter." 

    Source : https://technet.microsoft.com/en-us/library/dn205071.aspx?f=255&MSPPError=-2147217396

    But whatever the content is, the SCL is always 5.

    Before someone ask, there's no iframes, no href, no html in my test mail.

    Any help would be appreciated,

    -G

    Friday, February 10, 2017 9:54 PM
  • No, I was never able to make any headway on this. I feel like I have explored every avenue here, so this is incredibly frustrating! Very sick of hearing "We were unable to identify anything on our side that would prevent your mail from reaching Outlook.com customers." - there are loads of resources available for getting off their BLACKlists apparently, but nothing at all for getting off their SH*Tlist.

    I did try spinning up 2 different mail server instances on a completely fresh IPs (Comcast business class), and experienced the exact same results. I would think this was simply due to a "new" IP, but I have been dealing with this for 5 months now for the IP in question!

    Wednesday, February 15, 2017 8:55 PM
  • We're in the exact same situation unfortunately. I've created multiple tickets as well over several months, with the same results each time:

    1. A first reply stating that our ip's look good and referring to all the stuff that I already mentioned in the ticket as being 100% ok (dmarc, spf, rdns, jmr, sdns, blacklist, senderscore great, etc etc)
    2. A second reply stating that they still can't see anything offhand regarding our ip's (exact same wording each time) and referring to the same stuff
    3. And then the replies just completely stop, no matter if I send reminders/follow-ups.


    The actual content of my tickets have been disregarded, which would be nice for them to take into account, among others:

    • The content SFV:SPM flag / SCL5 at hotmail/outlook.com being the only problem (no matter what the content of a message is: plaintext, no links, etc)
    • That all other mailproviders (gmail, yahoo, gmx, corporate etc) do not have a problem delivering our e-mail to inboxes
    • That everything they refer to has already been confirmed to be ok
    • Etc etc

    I have a feeling they've changed to an Indian 'support' center at some point, considering the names the employees have. I remember having the exact same deliverability problem around 2 or 3 years ago and back then the content of the ticket was actually looked at, I received several replies and at some point was referred to support engineer who changed something on their side. Almost immediately all our e-mails were being delivered to inboxes again. Unfortunately we were forced to change ip's a while ago, resulting in this current outlook.com/hotmail.com deliverability mess.

    It's very frustrating indeed, especially since their protocol apparently mandates employees to just stop responding!

    • Edited by AartsR Sunday, February 26, 2017 12:06 PM
    Sunday, February 26, 2017 12:06 PM
  • Well, it is reassuring to hear of other folks being in the same boat, but awful to hear of an experience being 100% consistent with mine. Please do let me know if you figure out how to get a competent reply / any way to mitigate this issue. 
    Monday, February 27, 2017 11:55 PM
  • Just wanted to say I'm experiencing the exact same issue as Amarsaudon.

    I was hoping it was something that could be resolved, but this thread quite expertly put an end to that... :(

    Wednesday, March 1, 2017 11:40 AM
  • I have exactly the same problem. No matter what I send in the content, being HTML only, HTML + Text, Text only, copy and paste from other Emails, script generated very CLEAN HTML. They all got a SCL of 5, no more no less. There must be something wrong.

    X-MS-Exchange-Organization-SCL: 5

    X-MS-Exchange-Organization-PCL: 2
    X-Microsoft-Exchange-Diagnostics: 1;HK2APC01FT040;1:eShK6dMht/WBtL6T02z7LH7yJtBmzFRZOPeZRxrhbIzdX5HCQYiTS62U1iYeecl/oS8jsUkvXpulEXZD9bfb2ipb/PM8QzGNAaqete5RGIqer3huWC13hX2d3CQEL5doHaAIbllQqmegqpfogFt5OrTdwyiV3bDYnzUg6K49UIgRdDYBSa+7q5K75Pxwmb0U
    X-Forefront-Antispam-Report: EFV:NLI;SFV:SPM;SFS:(28900001);DIR:INB;SFP:;SCL:5;SRVR:HK2APC01HT113;H:SNT004-MC11F20.hotmail.com;FPR:;SPF:None;LANG:en;
    X-MS-Exchange-Organization-AuthSource: HK2APC01FT040.eop-APC01.prod.protection.outlook.com



    Thursday, March 9, 2017 1:25 AM
  • I get the same.  SCL:5 from a completely clean server.  

    Is everyone here with this problem low volume?  I am suspicious that this is Microsoft's response to snow shoe spam.  Everyone gets SCL:5 until they send a rather large volume of non-spam to Microsoft mail accounts.  If your server never sends much mail, it never gets cleared.  I think that is what Symantec was doing but I was able to get them to get them to clear my server.

    Incidentally, Outlook.com also uses Symantec reputation filtering.  It is worth checking http://ipremoval.sms.symantec.com/lookup/ and if it reports an issue, sending email to Investigation@review.symantec.com to get it cleared up permanently.  I went through this but Microsoft still sends my mail to Junk.



    • Edited by ese002 Wednesday, March 29, 2017 11:15 PM typo
    Wednesday, March 29, 2017 7:44 PM
  • Hi,

    We have the same issue. Our IP reputation is good, SNDS are green, but in the sender email is not registered in the contact list, the email may arrive in the spam folder with a SCL of 5 or even 9.

    But what is weird is that it is not the same thing for all Microsoft email addresses. For instance, I have a outlook.com email address, in which emails have a SCL of 1, but on outlook.fr, the SCL is 5.

    Of course, Microsoft does not answer to help us to solve this issue. All light are green, Ip reputation is good, targeting on microsoft emails are very restrictive (good openers or recent ones..)

    It is impossible to work in efficient way on our customers who have a microsoft email...


    Monday, April 3, 2017 2:38 PM
  • Yup, this is definitely crippling. Responding to ese002 : Is everyone here with this problem low volume? Yes, I am low-ish volume (maybe 150 messages a day total crossing my server, maybe 50 of which are outbound). 

    Issue remains unchanged for me, except I have given up trying to pursue support outside this thread.

    Monday, April 3, 2017 2:44 PM
  • We're in the exact same situation unfortunately. I've created multiple tickets as well over several months, with the same results each time:

    1. A first reply stating that our ip's look good and referring to all the stuff that I already mentioned in the ticket as being 100% ok (dmarc, spf, rdns, jmr, sdns, blacklist, senderscore great, etc etc)
    2. A second reply stating that they still can't see anything offhand regarding our ip's (exact same wording each time) and referring to the same stuff
    3. And then the replies just completely stop, no matter if I send reminders/follow-ups.


    The actual content of my tickets have been disregarded, which would be nice for them to take into account, among others:

    • The content SFV:SPM flag / SCL5 at hotmail/outlook.com being the only problem (no matter what the content of a message is: plaintext, no links, etc)
    • That all other mailproviders (gmail, yahoo, gmx, corporate etc) do not have a problem delivering our e-mail to inboxes
    • That everything they refer to has already been confirmed to be ok
    • Etc etc

    I have a feeling they've changed to an Indian 'support' center at some point, considering the names the employees have. I remember having the exact same deliverability problem around 2 or 3 years ago and back then the content of the ticket was actually looked at, I received several replies and at some point was referred to support engineer who changed something on their side. Almost immediately all our e-mails were being delivered to inboxes again. Unfortunately we were forced to change ip's a while ago, resulting in this current outlook.com/hotmail.com deliverability mess.

    It's very frustrating indeed, especially since their protocol apparently mandates employees to just stop responding!

    Same issue here.

    Wednesday, April 5, 2017 4:26 PM
  • Same issue with one of our customers.

    X-MS-Exchange-Organization-SCL: 5
    SFV:SPM

    Only on MS domains (Outlook.com, live.com en Hotmail.com)
    Gmail is OK as well as others.


    • Edited by Decorsign Thursday, April 13, 2017 7:31 PM
    Thursday, April 13, 2017 7:30 PM
  • Same here with mails send to Hotmail.com. (nor problems with Office365, Google Apps and others) Other recipients seem to be OK. Relayed mail through another server. DKIM, spf etc. all in place. SCL5 for all messages.
    Wednesday, June 28, 2017 9:14 AM
  • Same here: new server then all spam with a SCL of 5 and SFS:(28900001)...
    Friday, July 14, 2017 1:24 AM
  • Same issue here.
    Just switched to a new ip-address and only problems sending to hotmail.com/live.com.

    SPF, DKIM in place, but still SCL: 5 and SFS:(28900001)

    Frustrating that there is no source that could tell what SFS:(28900001) is. What is the reason to provide that information if there is no way to find out what it means:(

    Ove B-)

    Friday, August 25, 2017 6:46 AM
  • I know it won't be useful but I'm in the very same situation: changed server IP and now getting labelled as spam.

    As everyone I wrote to the deliverability support, getting canned replies at first and second stage (even if there's always someone signing the email), then getting ignored.

    I wrote a direct message to Outlook support on Facebook and they were always kind and prompt in replying me, taking care about my issue, even in weekends. Now they started ignoring my messages as well.

    It's terribly frustrating that so many admins are left in this situation, with no real support! 

    Knock knock, Microsoft?

    Thursday, October 19, 2017 10:07 AM
  • Same issue... but after half a week of investigations, we understood why.

    It's a question of IP reputation. In Microsoft mind, a new IP address is suspicious until it proves that it is not... And it seems that Microsoft uses it's own IP reputation list, because you can have a good IP reputation on senderbase.org (CISCO), but not in Microsoft list.

    Nobody born innocent in this world...! First your're suspicious, and then maybe you can become trusted.


    Tuesday, January 23, 2018 4:51 PM
  • I have a similar issue (SFV:SPM and SCL: 5). I have a low traffic domain sending emails, whenever a recipient is using Office 365 or Outlook, I get in their spam folder. My domain is not on a black list, I've been through the SNDS exercise and have tried to get the support staff to understand the issue. They keep repeating there is no issue and tell me about the IP-related links they offer, I've gone through all of that a few times now. This is a nightmare.
    Tuesday, August 28, 2018 12:57 PM
  • We have this same Microsoft BUG:

    • SCL: 5

    ONLY Microsoft users are affected...All our emails do not get blocked by any other Email provider (Gmail, etc.).

    Any updates on this? It's now been one year without any updates from Microsoft.


    Wednesday, October 16, 2019 3:07 PM