problem with email user accourt

Please provide more details, XG version, mail firewall rule etc.

ian

Product : Sophos XG Firewall XG210 (SFOS 18.0.5 MR-5-Build586) C230XXXXXXXXXX

Inbound Email : Mode MTA

Hello Mohamed,

Adding to what rfcat mentioned, what do you in the log 

/log/smtpd_main.log for that specific email address.

Also is this for inbound email or outbound email.

Regards,

it's for outgoing email

2021-06-16 16:04:53Emailusergpid="0" messageid="13005" log_type="Anti-Spam" log_component="SMTP" log_subtype="Outbound Spam" status="" fw_rule_id="3" user="" policy_name="Outgoing Mail" sender="messoufi@XXXXX." recipient="xxxxxxx@gmail.com" subject="test email" message_id="1ltX65-0007Um-3M-1623855893" email_size="2283" action="QUARANTINE" reason="Mail detected as OUTBOUND SPAM." host="ampf.org.ma" domain="" src_ip="192.168.254.233" src_country="R1" dst_ip="" dst_country="" protocol="TCP" src_port="50802" dst_port="0" bytes_sent="0" bytes_received="0" quarantine_reason="Spam" src_zone="LAN" dst_zone="" app_name=""

it's for outgoing email

2021-06-16 16:04:53Emailusergpid="0" messageid="13005" log_type="Anti-Spam" log_component="SMTP" log_subtype="Outbound Spam" status="" fw_rule_id="3" user="" policy_name="Outgoing Mail" sender="messoufi@XXXXX." recipient="xxxxxxx@gmail.com" subject="test email" message_id="1ltX65-0007Um-3M-1623855893" email_size="2283" action="QUARANTINE" reason="Mail detected as OUTBOUND SPAM." host="ampf.org.ma" domain="" src_ip="192.168.254.233" src_country="R1" dst_ip="" dst_country="" protocol="TCP" src_port="50802" dst_port="0" bytes_sent="0" bytes_received="0" quarantine_reason="Spam" src_zone="LAN" dst_zone="" app_name=""

Hello Mohamed,

Thank you for the log.

It seems the email is being detected as OUTBOUND SPAM, I would recommend you to see if there might be anything in the body of the email such as a URL, ask the user to send a white email (only the subject fill out) to a personal gmail account for example, and see if the issue persists.

If not please do a submission of the email that is getting stuck to https://support.sophos.com/support/s/article/KB-000033422?language=en_US

Regards,

I tried to send an empty email with subject, it remains the same problem

Hello Mohamed,

Thank you for the update.

.233 is your Mail Server?

In addition, do you have a Case ID created for this?

Regards,

my server is 233, and i dont have a case ID 

Sincerely

Hello Mohamed,

Thank you, ok so please open a Case and send me via PM the Case ID so I can follow up, additionally please enable Support Access when you open the case and send it to me as well via the PM, so I can also check.

Regards,