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How do I report false positive emails caused by anti-spam service?
10/14/2021 
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Description
When a legitimate email is caught as Spam/phishing/virus the email can be unjunked or reported to technical support for analyzing header information and whitelisting signatures in database. This article details steps for downloading a good email from junk box and reporting to a technical support.
Resolution
Below are the steps to download good email samples that went to junk box:
Resolution for SonicOS 7.X
This release includes significant user interface changes and many new features that are different from the SonicOS 6.5 and earlier firmware. The below resolution is for customers using SonicOS 7.X firmware.
- Navigate to Policy | Antispam | Junk Box Messages
- Search for the email that's legitimate
- Open that email by clicking subject line of the email | Scroll down to the bottom on the pop-up window| click Download Message
- Share the downloaded email to technical support for further analysis.
Resolution for SonicOS 6.5
This release includes significant user interface changes and many new features that are different from the SonicOS 6.2 and earlier firmware. The below resolution is for customers using SonicOS 6.5 firmware.
- Navigate to Investigate | Anti-Spam Junkbox
- Search for the email that's legitimate
- Open that email by clicking subject line of the email | Scroll down to the bottom on the pop-up window| click Download Message
- Share the downloaded email to technical support for further analysis.
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
- All associated wildcard FQDN IP addresses do not display in the web browser
- How to Re-Install The Junk Store
- SonicWall NSv Series FAQ
Categories
- Firewalls > TZ Series > Anti-Spam Service
- Firewalls > NSa Series > Anti-Spam Service
- Firewalls > SonicWall SuperMassive 9000 Series > Anti-Spam Service
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