In this FAQ, you will learn how to gather the needed information and submit it to us, including:
- Uncaught Spam Samples
- Associated MagicSpam Log
- Current MagicSpam Settings
- Submission of Information
First retrieve the uncaught spam samples which are the original email messages not detected as spam that were delivered to any mailbox folder (e.g. Inbox) besides the Spam or Junk folder. They contain critical information that will help us create new rules to deal with the uncaught spam.
The best way to retrieve the uncaught spam samples would be to export these emails messages onto the local computer. Make sure to keep track of the recipient, earliest uncaught spam delivery date, and latest uncaught spam delivery date as this information is needed to retrieve the associated MagicSpam log later on.
To export the uncaught spam samples, access your email client and follow these steps:
- Select the uncaught spam
- Click on More
- Click on Export
Repeat the steps above until you have exported every uncaught spam sample. In this case, the recipient is email@example.com, the earliest uncaught spam delivery date is 15 Apr 2022, and latest uncaught spam delivery date is 28 Apr 2022.
Associated MagicSpam Log
Next retrieve the associated MagicSpam log for the uncaught spam samples. It contains important information on the associated SMTP transaction and how MagicSpam processed the emails which will help us with our investigation.
Navigate to the Logs interface on the MagicSpam Admin Panel and perform a log search using the tracked information from the previous stage to filter the results such that the information associated with the uncaught spam samples is present.
Afterwards download the log search results to a CSV file.
If possible, edit the CSV file such that only the HAM entries which are confirmed to be associated with the uncaught spam messages are left.
MagicSpam Anti-Spam Settings
Finally take screenshots of the anti-spam settings in the Spam Policies and IP Reputation interfaces on the MagicSpam Admin Panel.
If you are using the PRO version of MagicSpam, then also take a screenshot of the anti-spam settings in the User Template interface on the MagicSpam Admin Panel.
Submission of Information
Once you have gathered all the information, attach the requested files (email messages, log file, screenshots) to a single email and send it to us at firstname.lastname@example.org.
Thank you and don't hesitate to contact us if you have any other questions.