Quarantine Central for end users: FAQs

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1 Quarantine Central for end users: FAQs About is a leading hosted services company. Founded in 1994, was one of the first companies to offer hosted security services to the North American market. now offers a full range of hosted services, and provides or protects over 12 million mailboxes. has been a division of j2 Global Communications since March 2004, and has offices in Vancouver, Canada and Dublin, Ireland. For more information, please visit: 1. What is Quarantine Central, and how is it used? 2 2. How do I log in to Quarantine Central? 2 3. How do the notifications (blocking reports or quarantine summaries) work? 3 4. I haven't received a quarantine summary (blocking report) for some days. Why is this? 4 5. If I use aliases, how can I tell who the spam was addressed to? 4 6. Is there a fast way to check for false positives in Quarantine Central? 4 7. How do I release a quarantined message? 5 8. When I log in to Quarantine Central, I don't see folders for certain days within the last two weeks. Why is this? 5 9. What do I do if I receive a piece of spam that has been missed, or if a legitimate is incorrectly identified as spam? What is the difference between a domain-wide allow-list and a user allow-list? What if a lot of spam is still getting through? How do I get extra technical support? 7 About j2 Global Communications For more information, please visit: Page 1

2 1.What is Quarantine Central, and how is it used? Quarantine Central is your new portal interface. It s a web-based user interface that helps you to manage spam and viruses. Quarantine Central quarantines all suspected spam and viruses sent to you. Quarantined s are stored for 30 days to allow you to check them to confirm that no real messages were mistakenly caught. If this happens, improperly tagged messages (false positives) can be immediately delivered to your mailbox, and reported so that the service is automatically trained for greater future accuracy. Via the web interface, you can add senders such as newsletters to your personal allow-list so they will not be tagged as spam in the future. 2. How do I log in to Quarantine Central? Quarantine Central can be accessed at: https://mailwise.electricmail.com. Access must be granted by your system administrator. If you don t know your password you can reset it by clicking the link I have forgotten my password and need a new one. Page 2

3 3. How do the notifications (blocking reports or quarantine summaries) work? The quarantine summary option makes monitoring quarantined messages quick and easy. The settings can be modified under Options > Blocking Reports. Depending on the option you have chosen, you will receive an notification periodically, listing all quarantined messages you have received since your last notification. Page 3

4 If you see an that is not spam, you can click the "Always Pass" link to release the message to your inbox. If you would like to look at a quarantined message, you can log in to Quarantine Central by clicking the Log in to Portal in your summary . This allows you to safely view the within Quarantine Central. Please note that logging in to Quarantine Central by clicking the link in your summary will allow you to perform all actions except changing your password. If you want to change your password, you need to log in to Quarantine Central manually at: https://mailwise.electricmail.com. 4. I haven't received a quarantine summary (blocking report) for some days. Why is this? If no spam arrives on a specific day, by default a summary is not sent. This setting can be changed in the portal under Options > Blocking Reports - uncheck the box Do not send blocking report if blank. 5. If I use aliases, how can I tell who the spam was addressed to? The "To" field of the spam quarantine list shows who the was sent to. 6. Is there a fast way to check for false positives in Quarantine Central? False positives ( incorrectly identified as spam) will typically have a lower score than most other spam messages. Because of this, messages in quarantine are sorted by point value from lowest to highest. In the unlikely event that there are false positives, these messages will likely be close to the top of the list. This saves hunting through hundreds of messages. It is also possible to search by sender, recipient or subject. Page 4

5 7. How do I release a quarantined message? Go to Messages > Review Spam Messages, then filter for the message that you wish to forward or release. Once you have located the message you will need to click the button above it that says Report/Deliver/Allow Once you have clicked the button you will have the option to Deliver To Original Recipient. 8. When I log in to Quarantine Central, I don't see folders for certain days within the last two weeks. Why is this? A folder is only created if spam arrives on that specific day. If there is no spam, then no folder will be created. 9. What do I do if I receive a piece of spam that has been missed, or if a legitimate is incorrectly identified as spam? If you receive a piece of that you feel is spam, please forward an example directly with full headers to (if you require a response, please copy We'll review it to ascertain how we can stop further examples. (Please keep in mind that if you get five pieces all the same, we only need one example.) If you receive that is incorrectly tagged as spam, it's critical that we know about this as well. Please use Quarantine Central or the "Always Pass" link in your quarantine summary to release incorrectly identified . Released mail will automatically update the filters. Page 5

6 10. What is the difference between a domain-wide allow-list and a user allow-list? A domain-wide allow-list is a list of senders that your administrator has permitted to bypass spam filtering for everyone in your domain. As a user, you cannot override or modify this rule. A user allow-list applies to a specific user only, and can be either manually or automatically added. Manual entries can be created under the "Allow-list" tab, or they can be created as an option when you report a false positive. Page 6

7 Automatic entries are created after you send two s to a specific address. If you later remove an automatic entry, then it will never be added as an automatic entry again. 11. What if a lot of spam is still getting through? Talk to your administrator about the possibility of decreasing your custom spam score, which makes the spam filter more aggressive. Please note that more aggressive the setting, the more often you may have to visit Quarantine Central to confirm that legitimate messages are not quarantined. If they are, add those senders or domains to your allow (pass) list. also offers an advanced filter at no extra cost (Administration> Business Rules > Rules Dashboard > Inbound Rules ) that can be used to create custom incoming policies to block messages based on different criteria. 12. How do I get extra technical support? In order to solve any problems faster, please contact your administrator directly. Page 7

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