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Helpful Troubleshooting Tips

Troubleshooting Guidelines.

Sometimes, when clients request information on incorrectly blocked messages, or spam messages that have passed the filters, there are a few things that you can check first to resolve any issues:

Complaints about incoming email getting wrongly blocked:

  • Check the "Evidence" header in quarantine (this can be done by clicking on the raw tab of the message in the quarantine) to find out why it was blocked, more details can be found here
  • Ensure to release the blocked messages from quarantine (to get them delivered and reported as a classification mistake)
  • If messages continue to get wrongly blocked, open a support ticket with us providing the domain name so we can analyze the released messages for more details

Complaints about incoming spam getting through:

  • Ensure that the "Filter settings" of the domain are set to default
  • Ensure that the sender whitelist / recipient whitelist are empty
  • Verify that the spam was sent directly to a domain filtered by our system
  • If that's the case, have them report the message as spam to our systems
  • If spam continues to get through, open a support ticket with us providing a sample sender/recipient/date of a spam mail (ideally a few) so we can analyze the reported spam and logs

Complaints about outgoing email getting wrongly blocked:

  • Ensure that the "Filter settings" of the domain are set to default (to prevent high volumes of outbound forward spam negatively affecting their filtering)
  • Ensure that the sender whitelist / recipient whitelist are empty (to prevent high volumes of outbound forward spam negatively affecting their filtering)
  • Analyze the AFR report sent to abuse-address@example.com to view details why it was blocked, more details can be found here
  • * Release any incorrectly blocked messages from quarantine (to get them delivered and reported as a classification mistake)
  • Open a support ticket with us providing the sender/recipient/date so we can release the message from quarantine to have it delivered and reported to our systems as a classification mistake

* This option is only available for our Local-Cloud users.  For Hosted Cloud users, please open support ticket with us to investigate and release the outbound blocked messages.


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