How do I report false negative emails?

06/03/2021 3 958

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