Symptoms

  • Mail from known senders are missing
  • Mail is quarantined
  • Mail not found


Possible Causes 


The SecureMailFlow service is designed to protect your inbox from spam and virus mails. Any mail detected as a spam/virus as per the rules and policies defined in the SecureMailFlow service is either rejected or quarantined into a separate storage per domain.


Possible reasons to quarantine a mail,

  1. Sender is blacklisted
  2. Mail contains virus 
  3. Sender id failed the technical and reputation check 
  4. Mail failed in scan limitations/ attachment scanning. (What are scan exceptions?)


Solution

To release a mail from quarantine store,

  • Request the recipient user to check the email digest report to search for the missing mail if it has been quarantined recently.   

  • Request the recipient user to login to End-user Quarantine console and search for the missing mail from a list of messages quarantined in the last 30 days.    

  • If the user is unable to locate the mail, log in to SecureMailFlow console as an admin to trace the email.   

  • If you are still unable to locate the mail, raise a ticket to the Support team to search for the missing email.


To avoid quarantine,

  • If the sender id is known and blacklisted mistakenly, raise a ticket to the Support team and whitelist the id.
  • If mails are quarantined frequently due to scan exceptions, raise a ticket to the Support team to bypass the scan exceptions.


Reference Topics