I have renewed my F-Secure Messaging Security Gateway (MSG) license but the appliance still states the license is expired, how can I fix this issue?
Despite renewing your F-Secure Messaging Security Gateway (MSG) license, there is a possibility the license expiry date is not updated in our system. Proceed to contact your F-Secure reseller or sales contact. If you are unable to reach your point of contact in F-Secure, proceed to report the issue by contacting F-Secure Support.
Article no: 000019186
Recipients of encrypted mails are receiving warnings about untrusted pages and/or certificates when attempting to view messages. Looking up the MSG address using an SSL checker gives the following type of reply: "The certificate is not trusted in all web browsers. You may need to install an Intermediate/chain certificate to link it to a trusted root certificate."
The result from the SSL checker points to a missing intermediate certificate. This can be acquired from the Certificate Authority (CA) and added to the MSG server certificate using the instructions below:
Download the required intermediate certificate in PEM-format from your Certificate Authority Download the MSG server-certificate in PEM-format from the appliance web UI: System -> Certificates -> Certificates, use the Download...-button to the right of the certificate Open the PEM-file downloaded from the MSG-appliance in your text editor of choice To the end of this file, add the content of the intermediate certificate PEM-file and save it as a new PEM-file Import the new certificate file into the MSG-appliance: System -> Certificates -> Certificates, use the Import-button above the certificate list Take the new combined certificate in use by distributing it to the master and agent(s): System -> Certificates -> Services
Article no: 000013333
Recipients receive spam messages, why did F-Secure Messaging Security Gateway (MSG) not block these spam messages?
If recipients receive spam messages, it could be because of the following potential root causes: 1. Low spam score (False Negative) Check spam scores from message headers. Look for "X-Proofpoint" headers and check the scores. Example: X-Proofpoint-Virus-Version: vendor=fsecure engine=2.50.10432:,, definitions=2018-03-08_12:,, signatures=0 X-Proofpoint-Spam-Details: rule=notspam policy=default score=0 suspectscore=39 malwarescore=0 phishscore=0 bulkscore=12 spamscore=0 mlxscore=0 mlxlogscore=518 adultscore=0 classifier=spam adjust=0 reason=mlx scancount=1 engine=8.0.1-1711220000 definitions=main-1803080233 If you encounter messages that should've been classified as spam you can report them through a support ticket. You can either save the message and send the eml or msg file to the ticket, or if the message has been caught in, for example, an audit quarantine in msg, you can report it from the relevant quarantine folder. After reporting the False Positive or False Negative spam from F-Secure Messaging Security Gateway (MSG) management portal, at the very top of the main MSG screen, you'll see a message with the reference ID that you need to provide to the support ticket. 2. Safe listed This needs to be investigated closer through the MSG Web UI.
Get the Session ID, or SID, for the message by looking it up in Smart Search (System->Smart Search->Search, expand message details by clicking +-sign left of timestamp) Search the filter log using the particular message SID, to find out more about filtering done on the message. (Logs and Reports->Log Viewer, if you don't find any results, make sure the Log File Type is set to Filter.
Note: You might also need to switch between servers using the Server-dropdown menu, or check the box labelled Include Old Log Files) In the example below, spam score is modified (set to zero) because the sender address is in the organizational or personal safe list of the recipient. Filter log: [2018-03-06 18:43:55.695094 +0100] rprt s=2gfjcgns0q m=1 x=2gfjcgns0q-1 mod=access cmd=run rule=spamsafe duration=0.000 [2018-03-06 18:43:55.695113 +0100] rprt s=2gfjcgns0q m=1 x=2gfjcgns0q-1 mod=session cmd=judge module=access rule=spamsafe [2018-03-06 18:43:55.695348 +0100] rprt s=2gfjcgns0q m=1 x=2gfjcgns0q-1 mod=session cmd=dispose module=access rule=spamsafe action=execute value="svar('SpamScore', 0)" To check organizational safe lists, Navigate to Email Protection->Spam Detection->Settings->Organizational Safe List in the MSG Web UI. To check the personal safe list of the recipient, Navigate to System->User Management->Users, locate the recipient and click on them to open details. You find the personal safe list under the Filtering-tab in the popup window.
Article no: 000003889
The user repository in the MSG-appliance contains a large amount of users that have been imported from Active Directory, but are no longer part of it. Can the MSG-appliance automatically remove users from its user repository as they are removed from Active Directory?
The import profile can be set to remove user profiles that are not present in the imported data:
Log in to the MSG Web UI Select the System-tab at the top of the page Navigate to User Management->Import/Auth Profiles using the left-hand menu Click on the Ldap import profile you want to modify From the window that appears, click on Advanced in the top right corner Under Import Settings, set Remove User Profiles Not Imported to On If you have multiple import profiles, set Add to Group/Sub-org With Profile Name () to On and set Type to the preferred option, between Group and Sub-Org. This is to prevent an import profile to remove users belonging to another profile Click Save Changes
Next time the import profile is run, any user that isn't present in the AD will be removed from the MSG user repository. This will be either when the next ldap import is scheduled, or when the task is run manually (by marking the import profile on the User Management->Import/Auth Profiles-page using the left-hand side checkbox and clicking Import)
Article no: 000018910
Malware detection email was not received by sender and/or recipient during malware detection, even though it is configured to do so on Threatshield's Web User Interface.
As per the screenshot below, these are the choices to notify the sender and recipients when there is a malware detection. These notifications will only be sent to sender and/or recipient when the sender and/or recipient is within the Protected Domains or Subnetworks. Sender's server address MUST be set using IP or Hostname. Recipient's server address MUST be set using Domain name. Below are the specific behavior of Threatshield's notification email.
Notification sent to sender Notification sent to recipient Protected -> Protected Yes No Protected -> Non-protected Yes No Non-protected -> Protected No Yes Non-protected -> Non-protected No No
Protected : Domain specified in Protected Domains or Subnetworks. Non-protected : Domain that are not specified in Protected Domains or Subnetworks.
Example 1 : Protected domains and subnetworks: <server A IP address>
Server A will be considered as Sender's protected domain, hence the behavior will follow "Protected -> Protected"
Example 2 : Protected domains and subnetworks: <server A domain>
Server A will be considered as Recipient's protected domain, hence the behavior will follow "Non-protected -> Protected"
Article no: 000018404
We would like to renew our F-Secure Internet Gatekeeper for Linux license, is this possible?
F-Secure Internet Gatekeeper has reached end of sales on the 31st of March 2019. We have decided to focus our strategic initiatives in the field of Detection and Response. To improve our performance in this field, F-Secure has decided to minimize investments in certain development areas.
Article no: 000018405
I noticed that the following error message is output when a queueable job that adds date field values to related cases on "Case Status Update" is triggered. This job always starts a new job in the queueable context. Somehow, F-Secure Cloud Protection for Salesforce starts another job in the same context, which leads to the error message. Error message: FATAL_ERROR|System.LimitException: AFSC:Too many queueable jobs added to the queue: 2 (AFSC)
If you are using an older version of F-Secure Cloud Protection for Salesforce, proceed to upgrade the application to the latest version and check if there is any improvement. If the issue persists, proceed to report the issue by contacting F-Secure Support. In order for us to collect the debug logs and investigate the issue further at our end, you need to:
Allow us the remote login access to your Salesforce organization Provide us with detail instructions on how to reproduce the issue
Article no: 000010629
The MSG appliance has stopped sending emails out to external domain addresses Sending emails to internal domain addresses works without issue Receiving emails from any sender works normally Outgoing connector is showing errors about invalid certificates
The problem might be caused by an invalid or expired certificate on the MSG-appliance To verify the active certificate:
Log in to the MSG web UI Select the System-tab on the top of the page Navigate to System->Certificates->Services using the menu on the left-hand side Note which certificate is in use for the different services Navigate to System->Certificates->Certificates Verify the validity of the certificate(s) that is in use
If the wrong certificate is in use, it can be changed on the Services-page from step 3. Use the dropdown menus to change the certificate for all services and click Save changes. If the certificate in use has expired, use the Generate Certificate Request-button on the Certificates-page from step 5 to start the process of adding a new certificate to the MSG-appliance. Use the created certificate request with an acquired certificate from a certificate vendor to make a new certificate for the MSG, then import the new certificate into the appliance using the Import-button, also on the Certificates-page from step 5. After this, use the instructions mentioned above to change the active certificate for all services, and save the changes.
Article no: 000018374
Trying to send emails through MSG results in the following Non-Delivery Report (NDR) message: SMTP Protocol Returned a Permanent Error 550 5.7.0 Blocked - see https://ipcheck.proofpoint.com/?ip=<ip.address.goes.here>
The sending IP-address has been blocked by Proofpoint Dynamic Reputation (PDR). This can be double-checked by visiting the page https://ipcheck.proofpoint.com The section About Proofpoint® Dynamic Reputation (PDR) contains more information about the function as well as a link to an FAQ-page with common questions and answers, for example what to do to prevent this from happening. To get the situation investigated quicker, open a support ticket with F-Secure. Include the IP that is blocked and information about how long the situation has been ongoing.
Article no: 000005857
A mail targeted to multiple recipients returns with the message saying that "the following addresses had permanent fatal errors", followed by a list of all recipients. However when sending the same message to individual users it seems to work. It seems that if one recipient is invalid, all recipients get the same label, why is this happening? When checking the message in Smart Search in the MSG Web UI, the MTA logs contains the following error: relay=, dsn=5.0.0, reply=550 5.1.1 User unknown, stat=Service unavailable
The entry from the MTA logs list a reply from a server relaying the mail to the final recipient, so the problem is not within MSG but coming from the relay server of the recipient. This is something that the recipient needs to verify on their end. If the recipient causing these errors is a legit user, they might be missing from a user verification database on the receiving end and their relay server might be set up to reject messages where any of the recipients are unknown.
Article no: 000009919
How to configure DKIM and DMARC in Messaging Security Gateway?
To configure DKIM:
Navigate to Email Protection > Email Authentication > DKIM > General For Enable, select On. A Policy Routes section appears Enable Restrict processing to selected policy routes... Confirm that the policy route default_inbound is present in the Require Any Of-list Add any other required inbound policy routes to the Require Any Of-list Click Save Changes
To enable DKIM signing: DKIM signing is not required for authenticating incoming email, but needs to be set up if you want others to be able to authenticate emails coming from your organization.
Navigate to Email Protection > Email Authentication > DKIM Signing> General For Enable, select On Set the DKIM Signing Error to Reject the message temporarily
Click Edit Rule... Make sure Delivery Method is set to Retry Click Save Changes
Navigate to Email Protection > Email Authentication > DKIM Signing> Keys Click Generate Key Set Domain to the domain that the key should be signing Set Selector to any alphanumeric string, at your discretion. The important thing is to NOT leave the field empty Set Scope to either Any, Domain Including Sub-Domains or Exact Domain Tick the Disable processing for selected policy routes...-checkbox Add all inbound policy routes to the Disable For Any Of-list
Once the key is generated, a DNS text record is also generated which will need to be published to your DNS servers. Click View in the DNS Text Record column to see the record for a specific key.
To enable DMARC:
If SPF is not enabled:
Navigate to Email Protection > Email Authentication > SPF > General For Enable, select On. A Policy Routes section appears Enable Restrict processing to selected policy routes... Confirm that the policy route default_inbound is present in the Require Any Of-list Add any other required inbound policy routes to the Require Any Of-list Click Save Changes
If DKIM is not enabled:
Refer back to the instructions above, "To configure DKIM", regarding how to set up DKIM
Before you enable DMARC, ensure that you have also enabled the SPF and DKIM modules Navigate to Email Protection > Email Authentication > DMARC > General For Enable, select On. A Policy Routes section appears Enable Restrict processing to selected policy routes... Confirm that the policy route default_inbound is present in the Require Any Of-list Add any other required inbound policy routes to the Require Any Of-list
Important: Ensure that the same inbound policy routes that you selected for the SPF and DKIM modules are also on the Require Any Of-list
Click Save Changes
Article no: 000003216
Email messages are delivered but the sender gets an empty permerror email notification from MSG.
The PermError condition means the sender published SPF record could not be verified. Permerror are usually caused by an incorrect SPF syntax or format error in the SPF record. You may advise the sender to ensure their SPF record is set up correctly and does not have any extra spaces or unrecognizable characters in the DNS TXT record. To prevent the sender from getting the same message, please follow these instructions: 1. Logon to your MSG admin web user interface. 2. Click Email Protection tab. 3. Expand Email Authentication > SPF > Rules. 4. Click on the Edit Rule option of SPF Permanent Error. 5. Under Dispositions, untick the "Reply to sender based on detected language" check box. By disabling the option, senders should not receive the e-mail notification. If you want to use that option, leave the check box ticked and write some message in the Subject and Message field.
Article no: 000016530
A software in our environment sends out regular emails to internal and external recipients. A tag is added to the subject line to have these messages encrypted by MSG. Only the messages intended for internal recipients are being encrypted, all messages from the software to external recipients arrive unencrypted.
Start by verifying that these messages are being routed through the MSG-appliance. It is possible that the software has different routing rules based on domains and that the external traffic isn't routed to the MSG-appliance at all. In MSG, you can check the details of a message using Smart Search:
Log in to the MSG Web UI Make sure the System-tab is selected at the top On the left-hand menu, navigate down to Smart Search-> Search Use the sender and/or recipient information to search for the message. Do note that the Time-field usually is set to Last 24 Hours, which might be too restrictive, so expanding it to for example Last 7 Days is recommended. If you find messages, you can verify their encryption status by checking the envelope symbol at the left of the message row. If it has a small lock on it, the message is encrypted. Expand the message info by clicking the small + next to the envelope symbol to see more details. Here the Encryption-field should also be set to Proofpoint Encryption/Secure Reader Encrypted if the message is encrypted.
If you find messages that should be encrypted but aren't, open a support ticket so that it can be investigated. Provide the appliance-ID and information about the messages so that we can identify them (sender/recipient info, time when it was sent, subject field text). A sample message saved as .eml or .msg is also useful. To ensure that we can help you efficiently, please make sure that the following IP-addresses can access the MSG-appliance on ports 22 and 10000: 188.8.131.52 F-Secure Support / Kuala Lumpur 184.108.40.206 F-Secure Support / HTC Helsinki 220.127.116.11 Proofpoint 18.104.22.168 Proofpoint 22.214.171.124 Proofpoint
Article no: 000018154
Does MSG message encryption work normally when sending emails from a distribution list?
Yes, sending from a distribution list has no effect on the MSG message encryption functionality.
Article no: 000018149
After creating or modifying a Branding template, when adding the Title -information and clicking Save, the saving request keeps hanging (Saving... Please wait) and the Title -information is not being saved.
This happens if you are using empty spaces in the Title and also possibly when using different special characters, which are not supported. To resolve the issue, you will need to remove the spaces and the special characters.
Article no: 000006820