Hey Souhil,

 

What kind of block are you referring to? Too many login attempts and blocked from logging in? Are they blocked on SMTP? 

 

Thanks,

they are outgoing emails blocked for an account 

Try this: Log in as the System Admin and click on the Security icon. Expand the Advanced Settings folder in the navigation pane and click SMTP Blocking. Do you see the user's address or domain in this list? 

I tried that but the list was empty

Thanks for the follow up. What steps were taken to that initially got the user blocked? If you can provide as much detail as possible, it'll be easier to troubleshoot how to resolve this. 

The user was blocked by the Abuse detection tool that was set for the number of bounces. The account that was blocked did sent some emails that were bounced back, resulting on the blockage of account. When I tried to unblock the user, I couldn't see anywhere in any list and my only option was to delete the rule from the abuse detection and restart the smartermail service 

Hi Souhil!

 

In the future, you should be able to unblock the user from the Current IDS Blocks list. To see this list, click on the Manage icon and expand the Current IDS Blocks folder. Then click on All Blocks. You can manually delete the block from this list. Otherwise they will remain blocked for the time specified in the Time to Block setting of the Abuse Detection rule. 

I did look in the Current IDS Blocks and the list was empty

Interesting... What time did you have set for the Time to Block on the Abuse Detection rule? 

It was set to 2000 minutes

Unfortunately, I'm not sure what could have caused this, Souhil. In the future, if a user is blocked by the bounce abuse detection rule, but they don't show on the Current IDS Blocks list, please consider submitting a ticket to our support department so they can help unblock the user and determine why he's not appearing on the list. 

Ok, I will. But this time I couldn't wait for a ticket, I had to take care of it myself

Perhaps being blocked by a threshold rule. ie. sending too many messages per hour. I think only way is to restart the SM service.

If the only option is to restart the service, this is very bad.