About
This article will walk through some common troubleshooting tips when Virtru Security Rules (formerly DLP) are not firing in expected scenarios.
Steps to Troubleshoot
1. Manually pull in rule updates
If you have recently made changes to your Security Rules, then there is a chance that your Virtru instance has not yet automatically refreshed to incorporate the changes. Refresh rates will vary by platform. For a full break-down, including how to manually pull in updates, please reference How Long Does it Take Security Rule Updates to Take Effect?
2. Ensure that the user is a part of your Virtru team.
If your organization has performed a G Suite or AD sync with Virtru, then any email address on your Users & Groups page is a member of your team. If your team is managed manually, then please ensure that the user has accepted their invitation on the Users page:
3. Make sure the email is passing through Virtru
If your team uses the Gmail browser plugin or the Outlook add-in, Security Rules will only trigger if the user has completed activation. If a user has an inactive plugin, they will see options to Activate Virtru.
Gmail
Outlook
If your organization uses a Virtru Gateway, check the mail logs to ensure that the message is routing properly.
4. Rule syntax errors
If everything above is correct, please double-check the rule configuration to look for errors. Guidelines on rules can be found here: Creating Custom Security Rules.
5. Contact Customer Support if you are still experiencing problems.