topic VMware Community <community-noreply@vmware.com> email being detected as spam in Technical Community Resources and Help Discussions

VMware Community email being detected as spam

GeoPerkins — Thu, 23 Feb 2023 18:04:20 GMT

We use Mimecast to filter out spam and other unwanted email. Mimecast currently is rating all community email as junk. I am bringing this to the attention of the moderators so that you can ask your email infrastructure team to pursue improving VMware's email reputation (validity, reliability).

Here is a screenshot from Mimecast's reputation filter:

Re: VMware Community email being detected as spam

nachogonzalez — Mon, 27 Feb 2023 12:49:33 GMT

Same thing is happening with Gmail.

Re: VMware Community email being detected as spam

GeoPerkins — Tue, 28 Feb 2023 17:40:10 GMT

How do we get VMware Communities moderators to take notice and escalate this?

Re: VMware Community email being detected as spam

nachogonzalez — Wed, 01 Mar 2023 05:02:52 GMT

I don't really know.

Maybe @depping or @a_p_ can point us in the right direction?

Re: VMware Community email being detected as spam

depping — Wed, 01 Mar 2023 07:34:10 GMT

I will email the VMTN team about it!

Re: VMware Community email being detected as spam

JuliaVMTN — Wed, 01 Mar 2023 16:22:32 GMT

Thank you for flagging it.

I have Khoros Support and VMware IT looking into this. I will give you an update as soon as we have some answers.

Best,

Re: VMware Community email being detected as spam

JuliaVMTN — Fri, 03 Mar 2023 18:12:43 GMT

Just giving an update on this:

It is happening because the emails are coming from a external domain (Khoros, in this case) that is not authorized to send emails as @VMware.com. But I have VMware IT and Khoros working together to make changes, and hopefully, this issue will cease soon,

Thank you for your patience!

Re: VMware Community email being detected as spam

GeoPerkins — Thu, 09 Mar 2023 19:51:19 GMT

Mimecast is still blocking all community emails.

I am receiving VMware support emails. So it isn't the entire @VMware.com domain that is blocked; just the community.

Re: VMware Community email being detected as spam

JuliaVMTN — Fri, 10 Mar 2023 18:54:45 GMT

Hi Jorge,

Thanks for observing it.

You are correct! This happens because the emails from community-noreply@vmware.com are sent by a vendor (Khoros) instead of directly from VMware. However, we have been working closely with VMware IT to address the issue by including us.khoros-mail.com, in the SPF record for the new domain. As of now, the case is still open with both Khoros Technical Support and VMware IT, I am hopeful that we will be able to find a resolution to this issue soon.

Best,

Re: VMware Community email being detected as spam

GeoPerkins — Mon, 27 Mar 2023 20:39:31 GMT

Still bouncing all community-noreply@vmware.com emails. Khoros apparently has no clue how to provide an email relay service. VMware should drop them and find an email distribution service that understands the technology. How embarrassing for all concerned!

Look today how Mimecast (email reputation filtering service) is parsing the us.khoros-mail.com relayed mail! It is listed as coming from Microsoft. LOL. Screenshot:

The problem here is that Khoros is apparently confusing Microsoft and VMware and confusing 'Envelope' vs 'Header' FROM fields. Very sloppy. Besides the incorrect SPX records.

difference-envelope-header

Kind of difficult to feel that VMware is serious about support and community when this situation has been going for over a month.

Envelope says Microsoft.

Email from says VMware.

SPX record says Khoros.

Re: VMware Community email being detected as spam

JuliaVMTN — Mon, 27 Mar 2023 19:44:17 GMT

Hi George,

I understand how frustrating this can be, and I appreciate your patience as we work toward a solution. I can ensure we have been actively working with VMware IT and Khoros IT and monitoring the situation closely to resolve this issue as quickly as possible. And we just need to take a few steps more to have this solved.

I will keep you updated as we work toward a resolution.

Thank you again for bringing this to our attention and for your understanding. If you have any further questions or concerns, please do not hesitate to contact us.

Best regards,

Julia