Frequently Asked Questions
Contents
1. 8 9 Open the Exchange System Manager on the Exchange Server Open the Protocols folder in the Administrative Groups area Open the SMTP folder Right click on the SMTP Virtual Server and select Properties Select Advanced in the SMTP Virtual Server Properties Add outbound avgcloud net to the smart host box Click OK and exit Select the Routing Groups folder NOTE the Routing Groups folder is usually under Administrative Groups Select Connectors Right click SMTP Connector and select Properties 10 On the General tab it will say Use DNS to route each address space on this connector 11 Select the radio button that says Forward all mail through this connector to the following smart hosts 12 Enter this smart host address outbound avgcloud net 13 Restart the SMTP service Smart host configuration for Exchange 2007 ee 7 Open the Exchange Management Console on the Exchange Server Go to Organization Configuration Right click on Hub Transport then right click on the Connectors tab Select Properties and select the Network tab Select the Route mail through the following smart host radio button Add your recommended outbound DNS setting to the smart host text box this entry will be similar to outbound avgcloud net Click OK on all selections and exit clicking Cancel will remove changes 3 Page www avg com Smart host configuration for Exchange 2010 1 Make sure that the following components are2. HE Av AntiSpam Frequently Asked Questions Table of Contents DNS SENGS isipan aeaa E a e Aaa ae eaa aAa 3 MX record Geese er nme eee i eE A a ee E ERE Oe r a en eee nee er eee ee eee 3 SPF record sariren e meee Cater ne eT ern eee ee Perret Per een re eee rere ere 3 Configuring QUtDOUNGA ssi terme sm ene ere tn err eve ree ee er EE ERAS EEEE teen ENEE ene a oer nea errr 3 Smart host configuration for Exchange 2003 oo ceeeeeeseteeeeeeseeeeeceseeeeeeeeeseeeeeetaeeeeeseesenees 3 Smart host configuration for Exchange 2007 ou eesesesessesecceeeseceseeeeeesseceeseeseanseeseaeeeeees 3 Smart host configuration for Exchange 2010 on eeeeeseteeeeseeeseeeeeeseeeeeeeceeeeeeeeatseeeeeteeseates 4 Smart host configuration for Exchange 2013 oo cecceeseseeeeseseeeeeeeseeeeeeeeeseteeeeseeeeeeeeeesenees 4 Outbound configuration when USING Office 365 oo e cc ecceeeeeeteeeeeeeeeeeeeeetaeeeteteeseeeeeetees 5 Outbound configuration when USING Google APPS eceeceeeeeeeteeeeeeeeeeteeeeetseeeeeteeeeeeetatees 5 Configuring MU los oo rerekee tare na Treen teen hin aaeeio OA tr ne Sere tee enna mre een rire Serre ve 6 How t o add analais eeen nD OP ne fen ee 6 How to Change a user s password se casactiercuastie sees tats iedavatsnaarsacibsaduesraieeeaominsiencues 6 How to add email addresses and domains to allow liSt ee eeeeeseeeeeeseeeteteeeeeeeeeeeees 6 BES eM CIM Vasc etc hee ee a aer es a ay gaa eee eee 6 PLOW t add a CUSCO OGO eeaeee aaee ae
3. display name gt lt from field gt lt subject gt Address verification confirmed lt subject gt lt message gt lt l gt Thank you for verifying your email address with lt ENTERPRI SE NAME gt lt I gt lt gt lt l gt While you need to resend your original message all your future lt gt lt l gt emails to lt NAME gt will be successfully delivered lt gt lt gt lt l gt Thank you lt gt lt gt lt I gt lt l gt lt hyperlink gt lt href gt http www avg com lt href gt lt hyperlink gt lt I gt lt message gt lt template gt In order to insert your logo into each template message you will need to save your logo as a gif or jpg image less than 5 KB in size and convert it to Base64 The easiest way to convert your logo to Base64 is by clicking the Encode image as Base64 XML link from the custom messages screen Once your logo has been converted you will be presented with a large block of data that needs to be copied and pasted within the custom messages window Copy the data and scroll down in the custom messages window until you find the following again red text can be modified 7 Page www avg com lt logo gt lt link uri gt http www avg com lt link uri gt lt alternate text gt AVG AntiSpam lt alternate text gt lt position gt top lt position gt lt data gt Paste your Base64 data between the lt data gt and lt data gt tags and click the Save butto
4. our trusted hosts e The sending domain is not sending from a domain listed in AVG AntiSpam 10 Page www avg com You will also see this when you are trying to forward messages to an external domain ex Yahoo com or Gmail com If so please add the external domain to permitted relay see the How to add entries to permitted relay entry above Connection died indicates the connection died after we sent the data often a sign that the receiving server s insert server name IP address here content filtering is being maxed out or of some type of connection filtering on the server or firewall 554 Denied The error message 554 Denied means that the recipient s server rejected the message as spam This is either due to the content of the message or the sending IP address is blocked on the recipient s end 451 Connection Error This error indicates that the mail server insert server name IP address here was reachable and started reception of the message but terminated the delivery before the message transaction could be completed In this case the destination server should review server logs to look for any issues causing the abnormal termination of the message transmission 451 Connection Refused This error indicates that the receiving server insert server name IP address here is blocking or dropping the connection to AVG AntiSpam without any response being provided Unlike unable to locate MX server errors th
5. Customers gt List All Customers and then choose a customer 3 Click Enterprise gt Permitted Countries When enabled the system examines the IP address of the each sender s mail server to determine its country of origin If the country of origin is not among the permitted countries chosen by the enterprise administrator or user the system will block the message and place it into the quarantine Adding domains to allow lists when using BATV and PRVS Users may encounter situations where they add a sender to their allow list either from a quarantine summary or from directly within the portal yet the sender is still blocked or quarantined If a sender s administrator has enabled bounce address tag validation BATV the envelope address will be different than the displayed address BATV alters the sending envelope address in order to be able to identify bounce messages as legitimate by only accepting those going to the BATV address 9 Page www avg com Each message has a different BATV address which is usually seen as a Series of letters numbers and symbols added to the beginning of the email address note that this is also used for newsletters and legitimate bulk mail The envelope address will look somewhat like this prvs 6936161fc elewis example com OR bounces 999999 d1d2 jdoe domain tlId email example com These addresses change with each message sent To resolve the issue you can add the sending domain example com t
6. E aE EE eE SE aa 6 Custom message TEMPS SS sci scacimantnaaecieentinnateermainanors oan neRoaen 6 Enterprise SeCtuindS ccudaimanacinameaae nae eae 8 How to add domas nciusewe eae ee as 8 How to view delivery results for a MCSSAGEC ee eceeesceseseseteeceeeeeecececeseseeeeeeeeacneeaeaneeeees 8 Adding Users via LDAP SOUP sstciaccassieennacmsanieentimomaavnaduatianuusensent 8 How to add entries to permitted relay aw eee ssesecesceseceseeeeseeeeeecececeseeeseaeeeseneeaeaneeeees 8 Manually adding WS ON Seis spies tears nre cm sated setsectenkdiasensede caeriade ee macdiownsGieeeiasemeeniins 8 How to run a configuration LOSE va ceisccesassctersessscctvatccurseareie vanetarcetaimaadied na eeesarenseeniens 9 1 Page www avg com How to update settings for all existing USCIS cceeeeteteeseseseeseceseseeeeeceeseseeeestseeeeeteeseaees 9 How to resend welcome MESSAGES es essessesssseseseseteeceeeecscececeseseecensecacuceseseseeseseeeeeneeceaeseeeees 9 How to enable permitted language sseesssesseeeecceseseseeeeceseecseeceseseseeeeseeenenseaeaeseseees 9 How to enable permitted countries oes sssseseseeeeceeeeeecececeseeeeceeeeeacceceseseeeseecaeneeaeatseeeees 9 Adding domains to allow lists when using BATV and PRVS uu ceeeceeseseeteeeeseeeteteeeeetees 9 SMTP Errors Codes and SOU mt O ris iiss cc foe isk ayes ai teeata eect beatae steak vgeaadtas Atensatetaasitienel Geeta 10 Bou 5 10 Address REI CCl ia ora iteuept ives nna e a ohne eens 10 550
7. In the smart host authentication window choose NONE and click Next 11 1n the Address Space window the Type should already be SMTP and cost should be 1 12 Enter in the Fully qualified domain name FQDN field this means all mail sent to this connecter for all domains will be routed through this smart host 13 Click Save and then click Next in the Send Connector wizard 14 For Source server click Add and add the servers that can send via this connector 15 Click OK and then Finish ee aS eee The basic setup is now complete and you should be able to send email messages from your Exchange server and network 4 Page www avg com Outbound configuration when using Office 365 In order to configure an outbound smart host you must create an outbound FOPE connector to your organization 1 8 In the FOPE Administration Center click the Administration tab and then click the Company tab In the Connectors section for the Outbound Connectors click Add the Add Outbound Connector dialog box opens In the Name field enter a descriptive name for the outbound connector ex AVG AntiSpam In the Description field enter additional descriptive information about the outbound connector ex Sending outbound through AVG AntiSpam In the Recipient Domains field type the wildcard characters to signify that this outbound connector will be applied to all domains to which FOPE sends email Select the Deliver all mes
8. List All Customers and then choose a customer 3 Click Users gt New User 8 Page www avg com How to run a configuration test 1 Log into AVG AntiSpam https cloudcare avgcloud net 2 Click Customers gt List All Customers and then choose a customer 3 Click Enterprise gt Configuration Status the test will run in the background How to update settings for all existing users 1 Log into AVG AntiSpam https cloudcare avgcloud net 2 Click Customers gt List All Customers and then choose a customer 3 Click All Users gt Update Users How to resend welcome messages 1 Log into AVG AntiSpam https cloudcare avgcloud net 2 Click Customers gt List All Customers and then choose a customer 3 Click All Users gt Resend Welcome Message How to enable permitted languages 1 Log into AVG AntiSpam https cloudcare avgcloud net using your solution provider credentials 2 Click Customers gt List All Customers and then choose a customer 3 Click Enterprise gt Permitted Languages When enabled the system examines the subject line of each inbound message to determine its character set If the subject is not of a language from among the permitted languages chosen by the enterprise administrator or user the system will block the message and place it into the quarantine How to enable permitted countries 1 Log into AVG AntiSpam https cloudcare avgcloud net using your solution provider credentials 2 Click
9. SAV USER WnKNOW Fis accel esa A acinus sen teats cet ao a arte eens 10 553 Sorry relay of mail is not allowed 45 7 1 eee ccccccscteeseeeseeeeeeceeteeeestteeeeseeesenees 10 5A DONIC O sac cetera weet n Mead E eee en A ee 11 451 Connection Error eses a r toe cate a ne sense epee 11 451 Connection Refused senie e e E e A EE EE AAEE 11 5 3 4 Message Size Exceeds Fixed MaX MUM s sssssssssissssssssssrsesisssserresissssesienestnesertesrsstsetes 11 5 7 1 Message Rejected as Spam by Content Filter ceseseeeeseseececeseseeeeseeeeeeees 11 5 7 1 SPF Not Authorized ti oa oe Matas eh epee tah ath ies Waay Shake ones yiah aveohataneen shan ieetueci an ianareo innta 12 4 3 1 Insufficient System RESOUICES eee esssececeeceseseseseeceeeeescceceaeeseeeeeesceceaeseseeeeeeeeaees 12 Network Se c rity a CEEMIGS writin tects e ce he Ah es UR AL ee ell rE ia a 13 Configuring access control enforcing IP restrictions eee eeeeteeeeseecteteeseseteeeeeeeeeeaees 13 Exchange 2007 amp 20T 0zi tiea a E e A a AE 13 Exehange 2003 rerien E ae E A ER R E 13 2 Page www avg com DNS Settings MX record The MX record for AVG AntiSpam should point to mx1l avgcloud net and mx2 avgcloud net preference O SPF record You will want to make sure that your domain has the following added to its SPF v spf1 ip4 100 42 120 96 27 ip4 100 42 115 0 27 ip4 208 70 208 0 22 all Configuring Outbound Smart host configuration for Exchange 2003 Sf Oy ee eee
10. ders match SPF records If the server is an inbound server receiving filtered mail from AVG AntiSpam the SPF checking should be disabled on the server If this is a message being sent outbound through the AVG AntiSpam service make sure that your domain has the following added to its SPF v spf1 ip4 100 42 120 96 27 ip4 100 42 115 0 27 ip4 208 70 208 0 22 all 4 3 1 Insufficient System Resources This error will occur when the Exchange Server software resides on a physical server that has reached capacity on the RAM hard drive or both In Exchange Server 2007 the transport service monitors system resources such as disk space and memory on the transport servers the Hub transport and Edge transport servers and stops message submission if it is running low on these resources It continues to deliver existing messages in the queue When resource utilization returns to normal it resumes message submission The feature is called Back Pressure For an understanding of what may trigger this error please see http www msexchange org articles_tutorials exchange server 2007 management administration understanding back pressure feature exchange server 2007 html Additional Microsoft troubleshooting information may also be found at http Support microsoft com kb 329167 12 Page www avg com Network Security Settings Configuring access control enforcing IP restrictions Enforcing IP restrictions is absolutely critical to comp
11. installed in MS Exchange 2010 open MS Exchange 2010 management console for this Mailbox Role Client Access Role Hub Transport Role 2 Right click the container Hub Transport and select the item New Send Connector if you already have a send connector set up you can skip to step 5 and alter the smart host address 3 Specify a smart host name choose type Custom and click Next 4 Type in the Address field leave the default Cost value 1 check the option to include all sub domains and click OK 5 Select the Route mail through the following smart hosts option and use outbound avgcloud net Click next select your hub transport server and click next Verify the created smart host configuration and click New if it is correct Click Finish when you re done creating the smart host In the Management Console tab Send Connectors should contain the created smart host as Enabled eos Smart host configuration for Exchange 2013 Open the Exchange Administration Center EAC In the left hand column select Mail Flow From the top menu bar choose Send Connectors Click the Add button this will open the New Send Connector wizard Enter the name as AVG Change the Type to Custom and click Next In the next step change the option to Route mail through smart hosts Click the Add button underneath to add a new smart host Enter outbound avgcloud net in the Fully qualified domain name FQDN field and click Save 10
12. is indicates that DNS has provided a valid MX record for the domain but the server listed in the MX record is not responding The receiving server should validate at the firewall and server levels that there is not any blocking of AVG AntiSpam s IP ranges taking place 5 3 4 Message Size Exceeds Fixed Maximum This is not an error generated by AVG AntiSpam This is an error generated by the receiving server insert server name IP address here that indicates that the message has violated some level of attachment size filtering present on that server To resolve this error the system administrator for the receiving server will need to investigate filtering policies present on that server Note The AVG AntiSpam maximum send receive limit is 50 MB 5 7 1 Message Rejected as Spam by Content Filter This error is not generated by AVG AntiSpam This error is commonly enforced by a firewall or Microsoft Exchange server insert server name IP address here with specific content policies If Exchange 2007 Microsoft recommends reviewing http technet microsoft com en us library aa995995 28EXCHG 80 29 aspx If Exchange 2010 Microsoft recommends reviewing http technet microsoft com en us library aa995953 aspx 11 Page www avg com 5 7 1 SPF Not Authorized This is not an error generated by the AVG AntiSpam service This indicates that the receiving server insert server name P address here is utilizing SPF validation to ensure mail sen
13. lete protection of your mail server Because hackers and spammers can easily bypass cloud services and target your server directly mail servers protected by AVG AntiSpam should only accept SMTP connections from AVG AntiSpam IPs listed below and deny all other traffic Exchange 2007 amp 2010 1 Open the Exchange Management Console 2 Navigate to Server Configuration gt Hub Transport gt Default Receive Connector gt Properties gt Network tab 3 Locate the Receive mail from remote server with IP screen 4 By default the rule is 0 0 0 0 to 255 255 255 255 Remove the default and add the following AVG AntiSpam ranges 100 42 120 96 27 255 255 255 224 100 42 115 0 27 255 255 255 224 208 70 208 0 22 255 255 252 0 5 Stop and restart the MSExchangeTransport service on the HUB transport server s Exchange 2003 1 Open the Exchange System Manager 2 Navigate to the Default SMTP Virtual Server folder right click on the folder and select Properties 3 Within the Default SMTP Virtual Server Properties pop up window click the Access tab and the Connection button 4 From here you will add the below IPs Select the Only the list below radio button and then add these Ps 100 42 120 96 27 255 255 255 224 100 42 115 0 27 255 255 255 224 208 70 208 0 22 255 255 252 0 5 Each IP should be added as a single computer 6 Please restart SMTP service for the changes to occur 13 Page www avg com
14. n To view the new changes you can resend the welcome message or quarantine summaries to yourself Enterprise Settings How to add domains 1 Log into AVG AntiSpam https cloudcare avgcloud net using your solution provider credentials Click the customer you would like to add the domain for Click Enterprise gt Enterprise Domains Click Add Domain Log into AVG AntiSpam https cloudcare avgcloud net Click the customer name Click Reports gt Recent Messages gt All You will see all messages to and from that customer click the i icon next to any message to view details about it 2 3 4 How to view delivery results for a message 1 2 3 4 Adding users via LDAP setup 1 Log into AVG AntiSpam https cloudcare avgcloud net 2 Click Customers gt List All Customers and then choose a customer 3 Click All Users gt LDAP Setup How to add entries to permitted relay Permitted relay is used when forwarding email to external contacts through AVG AntiSpam from an on premises email server To enable this configuration 1 Log into AVG AntiSpam https cloudcare avgcloud net using your solution provider credentials 2 Click Customers gt Permitted Relay gt New Entry 3 Add the domain of the address that messages will be forwarding to ex gmail com etc this entry will apply to all of your customers Manually adding users 1 Log in AVG AntiSpam https cloudcare avgcloud net 2 Click Customers gt
15. o the sender allow list or enterprise allow list SMTP Errors Codes and Solutions The following is a list of common error codes returned when using the AVG AntiSpam service This list does not contain all codes and there may be variations Should you have questions about the nature of any of these codes please contact customer support 550 5 1 0 Address Rejected This error is generated on the recipient server not by the AVG AntiSpam email protection system insert server name IP address here This can be due to the email mailbox not existing on the receiving server filtering policies on the receiving server or the mailbox being unavailable at the time of transmission If this is received the sender will need to contact the recipient directly to resolve this issue Adding the sender or recipient to your allow list will not resolve this issue as it was not generated by AVG AntiSpam 550 5 1 1 User Unknown This error is generated by the destination server insert server name IP address here that is receiving the mail This indicates that a mailbox on that server is currently unavailable 553 Sorry relay of mail is not allowed 5 7 1 This error messages indicates e The smart host is not configured correctly to send mail via outbound avgcloud net The sending IP of the server is not listed in the trusted host o If you encounter this error your IP address may have changed or the IP address you are sending messages from is not in
16. ries for e Click on Enterprise Options gt Allow List e Click New Entry e You can add a full email address to block an individual sender or a domain name to block an entire domain Branding How to add a custom logo e Log into AVG AntiSpam https cloudcare avgcloud net using your solution provider credentials e Click on Customers and select the customer you would like to add a custom logo for e Click on Custom Appearance e Custom Link Name is what your customers would see EX For more information contact COMPANY NAME e Custom Link URL Would be the website users would be directed to when they click on the link name Custom message templates Log into the AVG AntiSpam management console https cloudcare avgcloud net click Customers then choose a customer and click Enterprise gt Custom Messages Once there click the Load Default button You will find the following default customizable templates spread throughout the XML code 6 Page www avg com Challenge Confirm Challenge Link Password Reminder Quarantine Summary Change of Address Change of Address Reminder Hard Bounce Welcome Message eo O PE Ye a For those who are not familiar with XML coding in the below example black text is required and red text is able to be modified The CAPITAL functions are required ex lt OLD ADDRESS gt lt NEW ADDRESS gt lt template name ChallengeConfirm gt lt from field gt lt display name gt AVG AntiSpam lt
17. sages to the following destination check box and then specify the fully qualified domain name as outbound avgcloud net In the Transport Layer Security TLS Settings section select Opportunistic TLS FOPE attempts a TLS connection but automatically rolls over to an SMTP connection if the receiving email server is not configured to use TLS Click Save Outbound configuration when using Google Apps To Ss outbound email to send through AVG AntiSpam please reference ort google com a bin answer py hl en amp answer 178333 amp topic 268386 6 amp ctx one c and change the smart host to outbound avgcloud net In AVG AntiSpam add the IPs of the servers that are going to submit the messages to us under the trusted hosts 1 2 3 Log in at https cloudcare avgcloud net Go to Costumers choose the company you are setting this up for then go to Enterprise Options gt Enterprise Properties Under Trusted Hosts add the IPs 5 Page www avg com Configuring Users How to add an alias e Click on the primary email address of the user e Click User Options gt Addresses gt Add New Alias How to change a user s password e Click on the primary email address of the user e Click User Options gt Password How to add email addresses and domains to allow list e Log into AVG AntiSpam https cloudcare avgcloud net using your solution provider credentials Click on Customers and select the customer you would like to add ent
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