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How do I report false negative emails?

06/03/2021 4 People found this article helpful 86,744 Views

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    Description

    If the end users receives more spam emails with antispam (CASS) feature enabled on the firewall, you can collect few of such emails from users inbox and report to our technical support  team for further investigation.

    Resolution

    When an email is forwarded, the original header information are overwritten but troubleshooting requires the original message headers be analyzed. This article details steps for sending an email message as an attachment to keep the original headers intact.

    Below steps are  to collect email from Outlook client:

     

    1. On the user mailbox who received spam email, select the email that needs to be reported 

    2. Click on File | Save as Image

    3. Save it as Outlook message format which saves the email in .msg format                                                                                                                                                             Image

    4. Report that saved  message to our Technical Support 

    Another way of saving is by dragging the mail and dropping it on desktop: this saves the email in the .msg format which can be shared with the support. 

     

    There are two ways to contact technical support:

    1. Online: Visit mysonicwall.com. Once logged in select Resources & Support | Support | Create Case. 

    2. By phone: please use our toll-free number at 1-888-793-2830. Please have your SonicWall serial number available to create a new support case.

    If you do not have a mysonicwall.com account create one for free!

    Related Articles

    • Analyzing TCP reset(RST)packets
    • ‘Error sending one-time password’ encountered when connecting to NetExtender
    • Supported SonicWall and 3rd party SFP and SFP+ modules that can be used with SonicWall NSsp series

    Categories

    • Firewalls > TZ Series > Anti-Spam Service
    • Firewalls > SonicWall NSA Series > Anti-Spam Service
    • Firewalls > SonicWall SuperMassive 9000 Series

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