Step 0: Read the error message in the NDR.
THEN...
If it's Office365 (aka, "Enterprise"), and you're not currently an Office365
customer ... create a trial account (one mailbox, nothing special), send the
email to that account, and when it bounces, open a support case. Also, if the
error message told you to email delist@, and support tells you to use the
portal ... that's not going to work, as the two lists are managed by separate
processes.
Otherwise, if it's HotMail, Outlook.com, Live.com, etc... go to the Support
link and request a delist.
This is required because last time I looked, the Consumer side of the house had
several hundred million active accounts.
The link, in case it's not already committed to memory for some:
https://go.microsoft.com/fwlink/?LinkID=614866&clcid
The first email you get back will be from a robot and give you the SRX #.
The second email will give you an automated response which may, or may not, be
to your liking.
If the latter, *REPLY* to that email and make your case, as you will be
speaking to a human, but it may take them a while to actually get to your case,
but you should hear something within 24 hours. Also please understand that
while you *ARE* talking to a human, they are required by policy to respond in
boilerplate with minimal tweaking.
I hope this makes some of the foundational issues more clear.
Aloha,
Michael.
--
Michael J Wise
Microsoft Corporation| Spam Analysis
"Your Spam Specimen Has Been Processed."
Open a ticket for Hotmail<http://go.microsoft.com/fwlink/?LinkID=614866> ?
-----Original Message-----
From: mailop <mailop-boun...@mailop.org> On Behalf Of Hetzner Blacklist via
mailop
Sent: Monday, January 17, 2022 8:00 AM
To: mailop@mailop.org; Mark G Thomas <m...@misty.com>
Subject: [EXTERNAL] Re: [mailop] blocked by microsoft -- support procedure?
Am 11.01.2022 um 20:04 schrieb Mark G Thomas via mailop:
> I'm not generally involved in our support issues, but a coworker at
> my work (Linode) reached out to me about what looks to be a new problem
> involving hosting customers being blocked by by Microsoft.
It's nice to see another representative of a webhoster brave enough to
post on here, welcome :)
I've been dealing with blacklist issues at Hetzner for the past 6 years,
and I've posted on here multiple times with my experiences. My first
post was actually about Microsoft. If you check the archives you'll find
some posts over the past few months with general information on
Microsoft and blacklists, but I can repeat some of that here that nobody
has mentioned yet.
Since your issue is with Microsoft, it would be good to figure out which
of their blacklists your IPs are on. The error you posted is for the
Office365 blacklist, while the error one of your clients posted is for
the Outlook blacklist. Those are two separate blacklists with separate
processes for getting IPs delisted.
If you're mostly dealing with Office365 then I can only wish you all the
best. We've had very few issues with this blacklist, which I'm thankful
for since there doesn't appear to be much that can be done, other than
emailing delist@.
As for Outlook, delisting IPs is done through a form, and it works most
of the time, though often you will need to escalate the ticket. If you
haven't already done so, make sure you sign up your network in the
Microsoft SNDS. That will show you all of the IPs currently on the
Outlook blacklist. It also shows you (daily) all the IPs that sent over
100 emails to Microsoft accounts, including how many emails, the
complaint rate, and trap hits. Incredibly useful (and free!) information.
Some additional information on the Microsoft blacklists and services
they provide can be found in our docs:
https://nam06.safelinks.protection.outlook.com/?url=https%3A%2F%2Fdocs.hetzner.com%2Frobot%2Fdedicated-server%2Ftroubleshooting%2Fmicrosoft-blacklist%2F&data=04%7C01%7Cmichael.wise%40microsoft.com%7Cac376a9b5558452d969608d9d9d50a90%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C637780331323426905%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=etg408dI%2FOFR4%2BhMVaQvcWvHJA3rMAi7zLGrEO8YybI%3D&reserved=0
As for the general issue with blacklistings, depending on how
constrained you are by management (trust me, I get it), there are a
number of things you can look into.
For example, Spamhaus has a list of IPs on their public SBL, some of
which go back a year:
https://nam06.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.spamhaus.org%2Fsbl%2Flistings%2Flinode.com&data=04%7C01%7Cmichael.wise%40microsoft.com%7Cac376a9b5558452d969608d9d9d50a90%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C637780331323426905%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=EfCpGRZ81rlE%2BeEf60Ev8A5s4%2FHEkkMdv0%2B1%2B6unW4s%3D&reserved=0
If you haven't already done so, you can sign up for their PBL account,
and that way you can see all of the IPs in your network that are listed
on their various lists. Like the SNDS, this is provided for free and is
incredibly useful.
Also, while it looks like you paid UCEPROTECT to delist all of your IPs
last week, your entire network is back on the level 3 list, and the
trend doesn't look positive. Thankfully though, they show you exactly
which IPs are causing this (scroll down to the bottom and click the
relevant link):
https://nam06.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.uceprotect.net%2Fen%2Frblcheck.php%3Fasn%3D63949&data=04%7C01%7Cmichael.wise%40microsoft.com%7Cac376a9b5558452d969608d9d9d50a90%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C637780331323426905%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=GyV0x6cSUaTznTuJU4RGnJzAvVI7uO00qKEDrWzXz%2FE%3D&reserved=0
Finally, make sure you're signed up for as many blacklist reports
(mainly SpamCop and SORBS) and FBLs (mainly through Validity) as
possible. There's an interesting dicussion on here right now regarding
how to handle FBL complaints, so it would make sense to look into that
as well. The more information you have, the better.
I'm assuming you've already done some if not most of what I wrote, but I
wanted to at least cover the basics.
I hope that made sense and I hope you are able to resolve the issues you
are facing.
Regards
Bastiaan
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