Submitting legitimate emails that are flagged as spam (false positives).
Last Updated May 02, 2019
A legitimate inbound or outbound email has been incorrectly marked as spam.
553 - Message Filtered
Track and Trace shows an email Action as Quarantined or Blocked or Redirected or Subject Tagged with the Service listed as "Anti-spam".
How to submit a sample
Retrieve a sample in "message/rfc822" email attachment format with an .eml or .msg file extension. If the original email is blocked and deleted, use one of the following options to obtain a copy of the original email:
Add the envelope sending email temporarily to your Anti-Spam Approved Senders list in the administration portal and request the external party to resend the email. Remember to remove the sender once the issue is addressed.
Request the external party to save the original email, in their Sent folder, in "message/rfc822" email attachment format. Zip and password protect the file and then send the password-protected file to your organization.
Request the external party to resend the original email, usually in their Sent folder, to an email address at your domain that is excluded from spam scanning. Details on how to exclude a specific recipient email address from inbound spam scanning can be found here.
To submit a sample for analysis navigate to the ClientNet Portal and select Tools > Email Submissions. The following screen appears.
*Note that to be able to see the following screen, the user must have the Raise Tickets user role assigned to their user profile.
Click on Submit False Positive. The following screen appears.
From this screen upload the spam false positive sample. Click on the "Browse..." button and locate the .eml or .msg sample and then click on the "Check" button.
The site next scans the submitted sample to determine if it is still detected as spam by the Signaturing or Skeptic Heuristics scanners.
If it is deemed that the sample is a clean email and is not detected as spam the following screen appears:
If however the sample is still detected as spam then the following screen appears instead:
Fill out your name and include up to three email recipients and click on Submit Sample. Next, the following sample screen appears with a Submission ID which helps track the progress of any submissions that are made for analysis. See Monitoring the Status of Spam False Positive Submissions
Once the submission is complete an email notification from email@example.com is sent advising that the sample has been submitted for analysis. This email contains the Submission ID and also a Sample ID. To contact the Support team in relation to a submission both IDs are needed.
Once the investigation is complete another email notification is sent, looking like the following example. It states whether or not the detection is amended or not for this particular submission.
If unable to submit a sample using the process that is outlined for the submission portal, and Support has requested to submit in an alternate way, please follow the steps that are outlined here.
Subscribing will provide email updates when this Article is updated. Login is required to Subscribe