Known Issues

Reseller Activation Code limitation

If as a reseller you register only one Trend Micro Online Registration (OLR) account and enter multiple customers' Activation Codes under that account, the system will associate the Activation Codes with the highest privileges and number of seats to each of these end user customers. Those customers will be unable to log on Hosted Email Security without using the user name and password of the reseller.

If you are a reseller, do not enter any end user customer Activation Codes under your own account.

Progress bar is very slow

Web browsers other than Internet Explorer 7 or Firefox on rare occasions may display a sluggish progress bar when adding a new domain.

Use of either the Internet Explorer 7 or Firefox browsers resolves the problem. Note that the display of the bar has no effect on the functioning of the "add domain" feature.

Confusing error upon domain add

When you add domains through the Domain Management screen, an error message reports that your domain already exists in the system.

If your domain is already managed by other accounts, it is possible that you will get this error. In such a case, please contact Trend Micro Technical Support so that they can add the new domain manually.

Domain Management screen is disabled

This problem can occur if you log on using a local account. After you have created a Trend Micro Online Registration (OLR) account, you can still log on Hosted Email Security using your old logon credentials for a period of time. However, when logged using your old account, you cannot make any changes on the Domain Management screen.

Log on using your Trend Micro Online Registration (OLR) account.

Cannot see co-branded logo on the End User Quarantine console

You have already set up co-branding in the Hosted Email Security administrator console, but you are unable to see the co-branded design when viewing the End User Quarantine console.

In order to see the co-branded design on the End User Quarantine console, you must access the End User Quarantine console by appending your managed domain name to the URL. For example, for the domain "example.com":

• For Europe, the Middle East, Africa: https://euq.hes.trendmicro.eu/example.com

• For all other regions: https://euq.hes.trendmicro.com/example.com

Cannot import valid recipients

Customer cannot import the valid recipients from a CSV or LDIF file.

Hosted Email Security directory management supports importation from ANSI files, UTF-8 CSV files, and ANSI LDIF files. It does not support Unicode-encoded CSV files or LDIF files in other encodings. Check encoding of the file and ensure that it is one that is supported.

Quotation mark prevents uploading

An email address that includes a double quotation mark character (") does not upload.

Valid email addresses do not contain the double quotation mark character; remove the character from any email addresses to be synced with the ActiveDirectory server.

Administrator console shows old display name

The Hosted Email Security administrator console still shows the old display name after you have changed the display name in the ActiveDirectory server.

The Hosted Email Security ActiveDirectory Sync Client cannot sync the change if you have just changed the display name in the AD server.

Cannot upload email address to Hosted Email Security Web Services

You cannot successfully upload an email address to the Hosted Email Security Web Services by using the Trend Micro Hosted Email Security ActiveDirectory Sync Client.

By default, the AD Sync Client synchronizes the object class "user" or the object class inherited from "user." The AD Sync Client synchronizes the email address in the "mail" and "ProxyAddress" attribute of the object class "user."

If the mail address that you wish to upload is not in the "mail" or "ProxyAddress" attribute of the object class "user" or one of its subclasses, then please extend the IMHS_AD_ACL_Config file based on the instructions in the Hosted Email Security Web Services Guide.

"Garbage" character as last character in message subject

When quarantined mail is displayed in the administrator console or in the End User Quarantine console, the last character of the message subject displays as a "garbage" character.

If the message subject uses a double-byte character set, the last character may display as a "garbage" character.

"Garbage" characters as tag in message subject

Email arrives with a subject line that incudes "?????" as the tag.

If the tag set in a rule is encoded as SHIFT-JIS or another double-byte character set, and the character set of the original email is ISO-8859-1 or some other relatively small character set, then information will be lost in the character conversion. Lost information in the tag is replaced by question mark characters.

Hosted Email Security delivers messages from senders in the administrator console blocked sender list if the recipient adds that sender to their End User Quarantine console approved sender list

End users can add an email address to their End User Quarantine console Approved Sender list even if that address or its domain is already in the blocked sender list in the administrator console. In this scenario, messages from the sender are still delivered to the end user.

If this is a concern, instruct the end user to remove the email address from their approved sender list in the End User Quarantine console.

Cannot adjust IP Reputation settings

This issue can result from several causes:

Please see corresponding bullet for each potential cause.

• You have just renewed your Activation Code.

• Log out and log on again.

• There is a temporary network issue.

• Try again in a few minutes or log out, log on again, and retry.

• You have already registered an Email Reputation Services (ERS) account, at the ERS portal.

• Contact Trend Micro Technical Support. They may delete your ERS account on the ERS portal or they may add your ERS log on credentials to Hosted Email Security.

• You have more than one Hosted Email Security Activation Code.

• Contact Trend Micro Technical Support.

• You have an Activation Code, but it is not for Hosted Email Security.

• Contact Trend Micro Technical Support.

Hosted Email Security checks for IP address/CIDR duplicates only after saving

If you mistakenly enter an IP/CIDR address that belongs to a CIDR IP address that is already in the blocked or approved list, Hosted Email Security will detect the conflict only after saving the data and not before you submit the address.

Please ensure that any IP/CIDR addresses are not yet covered in your approved or blocked list.

Unable to save IP Reputation approved or blocked lists

If you do not have an Activation Code, or if you have multiple Activation Codes in Hosted Email Security, you cannot save IP reputation approved or blocked list settings.

Contact Trend Micro Technical Support to adjust your Activation Code settings.

Cannot adjust IP reputation approved or blocked list settings after changing Activation Code

If you are logged on to Hosted Email Security and have visited the IP Reputation settings and then renew your Activation Code, you cannot adjust IP reputation approved or blocked list settings during that session.

Log out and then log on again. You will then be able to adjust these settings.

Progress bar on IP Reputation screen is very slow

Web browsers other than Internet Explorer 7 or Firefox on rare occasions may display a sluggish progress bar.

If this is a concern, access Hosted Email Security using Internet Explorer 7 or Firefox browser.

Slow performance when modifying lists

If you add, delete, or modify a large number of items in your approved or blocked list at one time, Hosted Email Security operation may be slow.

To prevent this from happening, modify no more than 20 items at once.

Mail stays in quarantine after release

Even after you have clicked "Release and Add approved Sender" in the End User Quarantine console or administrator console, the email remains in the quarantine.

It takes some time for Hosted Email Security to recognize a newly added approved sender. Until the new approved sender is accepted, if the message triggers another spam rule whose action is to quarantine the message, then the message will again be quarantined.

Quarantine Digest "Deliver" link does not work

An end user clicks the "Deliver" or "Deliver & Approve Sender" link from within the spam digest email, but nothing happens.

When a user clicks a "Deliver" or "Deliver & Approve Sender" link from within a spam digest email, the email client calls the default browser on the local system to complete the action. If the end user's default browser is something other than Microsoft Internet Explorer (IE), the inline action functions may not work.

There are two workarounds:

• Change the default browser to Internet Explorer

• From the email client, save the mail message as a local HTML file and then open that file in any browser. The links should then work, whether the browser is IE or Firefox.

Quarantine Digest response page language

A customer clicks a link in the spam digest mail, and the response page displays in an unexpected language.

The response page selects the language based on the language setting of the user's Web browser. If the user's browser is temporarily set to a language other than the one that the customer expects, the page will display in the unexpected language.

End users do not receive Quarantine Digest as scheduled

Sometimes an end user does not receive the spam digest email according to the pre-set schedule.

When Hosted Email Security undergoes occasional internal maintenance, some spam digest mail may not be sent to end users. If the end user does not receive the spam digest mail for more than 3 days, please contact Trend Micro Technical Support.

On the Quarantine Digest Settings screen, Microsoft™ Internet Explorer 9 saves special characters as "garbage" characters.

Supported browsers include Internet Explorer 7.0 or later, but on the Quarantine Digest Settings screen, Internet Explorer 9 saves special characters as "garbage" characters.

Listed by languages that commonly use them, the following characters are affected:

• Danish:

  Æ æ Ø ø Å å

• Dutch:

  é ë ï ÉË Ï

• French:

  é ç ê à â ë ï è œ É Ç Ê À Â Ë Ï È

• German:

  ä ö ü Ä Ö Ü ß

• Italian:

  è à È À

• Norwegian:

  Æ æ Ø ø Å å

• Polish:

  ą ć ę ł ń ż Ą Ć Ę Ł Ń Ó Ś Ź Ż

• Portuguese:

  á â ã à ç é ê i ó ô õ ú ü Á Â Ã À Ç É Ê Í Ó Ô Õ Ú

• Russian:

  Б Г Д Ё Ж З И Й Л П Ф Ц Ч Ш Щ Ъ Ы Ь Э Ю Я

• Spanish:

  ñ á é í ó ú ü Á É Í Ó Ú Ü ¿ ¡

• Swedish:

  Å å Ä ä Ö ö

• Turkish:

  ç ğ ı i ö ş ü Ç Ğ I İ Ö Ş Ü

The issue does not affect Firefox or Internet Explorer 7, 8, or 10. Only Internet Explorer 9 is affected. Only saving of the special characters listed is affected, display is not affected.

To avoid this issue, do not use Internet Explorer 9.

Double-byte character set (DBCS) in attachments are not blocked

After you have set rule criteria to block a double-byte character string in attachments, you still receive a TXT file attachment containing the blocked key words.

Hosted Email Security cannot scan key words in a TXT file attachment if the attachment is encoded as Unicode. Hosted Email Security can scan attachments encoded as UTF-8 and ANSI.

Virus/spam rules cannot be modified or deleted

You cannot modify or delete any virus/spam rules in a newly added domain.

Confirm that you have repointed the MX record for your domain to a Hosted Email Security MTA. Hosted Email Security must "verify" the domain before modifying or deleting virus/spam rules.

Newly added rule is grayed out

After you add a single account to a rule, the rule displays as grayed out text and you can no longer modify the rule.

If you manage more than 250 domains and add a single account to a rule, Hosted Email Security disables the ability to modify that rule, for performance reasons, however the rule does take effect. If you need to delete or modify the rule, please contact Trend Micro Technical Support.

Duplicate policy action records exist in the Actions section of the Mail Tracking Details screen

If you select multiple "Advanced" criteria for a rule, you may find duplicate policy action records generated for your rule in mail tracking logs.

Hosted Email Security leverages two independent scan engines to check if any selected "Advanced" criteria are matched. Therefore, duplicate policy actions may be recorded in mail tracking log details for both engines.