Administration Console: Monitoring Held Messages

Document created by user.oxriBaJeN4 Employee on Sep 11, 2015Last modified by user.oxriBaJeN4 Employee on Apr 2, 2019
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This guide describes how the held queue can be used to troubleshoot both inbound and outbound email delivery, by viewing messages that have not been delivered to the recipient due to being held as a result of a policy. 

The Queue Content View permission must be enabled in an administrator's role to view a message's content.

Applies To...


  • Administrators responsible for monitoring messages held from being delivered to recipients.




Held messages remain in the held queue for 14 days, after which they are removed from the queue and archived. We recommend messages are released, permitted, or blocked instead of allowing them to expire from the queue. Messages in the held queue can also be viewed in Accepted Messages until the message is released, rejected, or expires automatically from the queue.


Policies that can send messages to the held queue include:

A Message Passthrough Policy prevents messages from being held.



  • When we accept a message for processing, a confirmation is issued to the sending server that the message was received. If a policy places the message on hold, the policy can be configured to issue a notification to the sender or recipient.
  • Blocked or rejected messages are still stored in the archive, and are visible via an archive search.
  • When a message is processed by us, it is scanned for spam/viruses and other checks are performed. If the message is placed on hold and subsequently released, an AV Scan on Release policy can be configured to re-scan the message's contents before it is delivered to the organization's email server.


Accessing the Held Queue


To access the Held Queue:

  1. Log on to the Administration Console.
  2. Click on the Administration toolbar button. A menu drop-down is displayed.
  3. Click on the Monitoring | Held menu item. The held queue is displayed.
    The held queue can also be accessed by clicking on the Services | Attachment Protection menu item, clicking on the Logs button, and clicking on the Held Messages menu item. 

Filtering the Held Queue


With the Held Queue displayed (see above) you can filter the messages in the held queue:

  1. Click on the View button.
  2. Click on one of the following menu items:
    Menu ItemDescription
    User Held Items

    Displays messages in your Personal On Hold queue. This is the default view.

    Moderator Held ItemsDisplays messages where content overseers are allowed to view held messages that they can moderate.
    Administrator Held ItemsDisplays messages that administrators are allowed to view held messages that they can moderate.
    AllDisplays message from all the above categories.
    Hold Release LogDisplays messages that have been released or rejected by an administrator.


Releasing / Rejecting / Permitting / Blocking Messages


From the held queue, you can perform a number of actions on one or more messages. You can also determine the reason for a message being held. See the "Displaying a Message's Details" section below.


To perform an action on a single message

  1. Right click on a message. A popup menu is displayed.
  2. Click on the required action (see right)..
Single Message Actions

To perform an action on multiple messages:

  1. Select the messages you want to action, click in the tick box to the left of the "Reason" column.
  2. Click on the required toolbar button.
Multiple Held Message Actions

The actions you can perform on a held message are:

ReleaseReleases the message to the recipient.
Release to SandboxReleases the message to the sandbox. Once the message has passed the sandbox inspection, it is sent to the recipient.

The message is bounced and removed from the held queue, but no notification is sent to either the sender or recipient. However the message is accessible in the archive.

Reject with NotificationThe message is bounced and removed from the held queue, but a notification is sent to the sender. The message is accessible in the archive.
PermitAdds the sender to the end user's personal permitted senders list, and releases the message to be sent to the recipient.
BlockAdds the sender to the end user's personal blocked senders list, and blocks the message from being sent to the recipient.


Displaying a Message's Details


The held queue can be used to display details about held messages. The following levels of detail are provided:

  • Held Queue Display Columns: These are useful in providing a summary view of a message.
  • Hold Information: This provides more detailed information about the message, including the reason why it was held.
  • Email Data: This displays detail of the message's header and body.


Held Queue Columns


The held queue displays the following summary information about messages in the following columns:



Displays the reason why the message was sent to the held queue. This can be:

  • A policy's description.
  • A built-in RFC check found the email structure to be suspicious.
  • The archive limit has been exceeded for messages with attachments. For example .ZIP files with more than five levels of zip depth.containing more than 20000 entries or files, where the maximum unpacked file size is greater than 200 MB, or the total maximum unpacked size is greater 2 GB.
    Excel files can be packaged .XML files. To determine the true uncompressed size of the file, change the extension to .ZIP and unpack it.
Message From (Envelope)Displays the sender's email address as specified in either the message's envelope and header respectively.
Message From (Header)
ToDisplays the recipient's email address.
SubjectDisplays the message's subject.
Held GroupDisplays the user group that can see the held message. This is configured in the policy definition that applied the hold to the message.
DirectionDisplays an icon denoting the direction of the message. 
Inbound_Email.gif= Inbound
Outbound_Email.gif= Outbound
AttachmentsIf the message contains one or more attachment, aAttachment.gificon is displayed in this column.
SizeDisplays the size of the message.
DateDisplays the message's date and time.


Hold Information


The hold information provides more detailed information about the message, including the reason why it was held. To display a message's hold information, either:

  • Click on a Message in the hold queue.
  • Right click on a Message, and click on the View Hold Information menu item.


The detail is displayed in three sections:


Message Properties

This section displays similar information to the Held View columns, but contains additional information about a message. You can also release, permit, or block the message using the buttons at the bottom of the section.

Held Message Properties


This section can be used to reject a message, using the "Reject Message" button at the bottom of the section. When rejecting, select a "Rejection Reason", optionally specify any notes in the "Narrative" field, and select whether to send a rejection notification to the message's sender.

Held Message Rejection

Message Body

This section displays the held message's body. If there are images in the message's body, these are not displayed by default for security reasons. If you wish to display them, click on the "Display Images" button, but consider whether it is safe to do so before doing this.

Held Message Body


Email Data


A message's Email Data displays details of a message's Header and Body. To display a message's email data:

  1. Right click on a message. A popup menu is displayed.
  2. Click on the View Email Data menu item.
    Held Queue email data


Viewing the Released Messages Log


As well as viewing held messages, you can display a log of held messages that have been released or rejected. To view the released message log:

  1. Click on the View button.
  2. Click on the Hold Release Log menu item. The following detail is included in these logs:

    OperatorDisplays the email address of the user who took action to release the message.
    TimeDisplays the time that the message was released.
    Message From (Envelope)Displays the message's sender as detailed in the envelope and header respectively.
    Message From (Header)
    ToDisplays the message's recipient.
    SubjectDisplays the message's subject.
    Hold ReasonDisplays the description of the policy that caused the message to be held.
    RouteDisplays the message's route (e.g. inbound or outbound).
    SizeDisplays the message's size.
    ActionDisplays if the message was rejected or released.
    InformationDisplays any additional information available about the message.


End User Applications


Users can manage their own personal hold queue through one of the following end user applications. This requires you to configure each user as a content overseer to the moderated hold queue. The following applications can be used to moderate held queues: