Technical Tip: Error showing 'URL Protection: Result undefined or query timed out.'

Description

This article describes how to troubleshoot 'URL click protection' when facing the  Result undefined or query timed out error.

Scope

 FortiMail v7.6.4 and below.

Solution

FortiMail, which enables Content Disarm and Reconstruction (CDR) 'URL click protection' and CDR URL rewrite, will display an error message.

Example of an error when selecting the rewritten URL:

Check on the Antispam log and it shows an error message as follows:

Solution: Upgrade to FortiMail firmware v7.6.5 for the enhancement as follows: 

• The CDR rewritten URL can be accessed when the Sandbox reaches its limit.

• Log enhancement will show as follows:
  
  

URL Click Protection: Submission limit for URL (60 per 15 minutes) has reached 66: Failed to submit URL to FortiSandbox

• In FortiView -> 'Click protection', the result will be 'Sandbox Submit Limit Reached' instead of 'FortiGuard Query Failed'.