Cloudmark Desktop Knowledgebase

• Installing and Upgrading
• Subscriptions and Payment
• Blocking Spam and Phishing
• Toolbar Issues
• General Issues

Installing and Upgrading

• How do I install Cloudmark Desktop for Thunderbird for Mac OS X?
• How do I install Cloudmark Desktop?
• When I check for updates, I see a "Could not download" error.
• When I check for updates, I see "Error 13004".
• How do I uninstall Cloudmark Desktop?
• When I install Cloudmark Desktop, I see an error about a "Windows installer package".
• When I install Cloudmark Desktop, I see a "Failed to initialize" error.
• When I check for updates, the command fails.
• When I check for updates, I see "Error 13003".
• I installed Cloudmark Desktop, and now I can't download email.
• How do I disable the InstallShield Update Manager?
• When I check for updates, I always get "Your software is currently up to date."
• When I install Cloudmark Desktop, I see "Error 2738".
• I upgraded to the latest version and now Cloudmark Desktop isn't working.

Subscriptions and Payment

• I already have a subscription. How do I download and activate Cloudmark Desktop?
• How do I use my subscription on multiple computers?
• How do I change my billing information?
• How do I cancel my subscription?
• How do I transfer my subscription to another computer?
• I forgot my login or password
• How do I change my email address?
• How do I change my password?
• My free trial is over. How do I subscribe?
• My subscription has ended. How do I resubscribe?
• How do I activate Cloudmark Desktop with an activation code?
• How do I view the details of my subscription?
• I'm a business. How do I purchase subscriptions in bulk at a discount?
• I purchased a subscription, but I don't have my activation code.
• How do I convert my monthly subscription to an annual one?
• How do I use Cloudmark Desktop on more than one profile on the same computer?
• How do I earn free months for my subscription?
• How do I seek a refund?
• How do I switch between Microsoft Outlook, Outlook Express, and Mozilla Thunderbird?
• I have a subscription, but Cloudmark Desktop warns me that my trial period is expiring.
• I entered my activation code, but I'm still being asked for it.
• When I try to access My Cloudmark account, nothing happens or the window is blank.
• I am continually asked whether I want to transfer my subscription to this computer.
• I use Thunderbrowse and I can't change my Cloudmark Desktop password.

Blocking Spam and Phishing

• Cloudmark Desktop is not automatically filtering my email.
• My accuracy seems poor. How can I troubleshoot it?
• How do I report an accuracy problem?
• How do I check for spam and phishing messages already in my Inbox?
• I clicked the Block button, but the message wasn't moved to my spam folder.
• Newsletters or other legitimate messages are being moved to the spam folder
• Newsletters or other legitimate messages are being moved to my Junk E-Mail folder
• I configured Cloudmark Desktop to move spam to my spam folder, but it's being moved to my Deleted Items folder instead
• Whitelisting an intra-office domain name in an Exchange environment doesn't work.
• The spam folder is missing.
• I'm running AVG and all of my messages are going to the Spam folder.
• Cloudmark Desktop takes too long to move spam to the spam folder

Toolbar Issues

• The toolbar doesn't appear.
• The toolbar is frozen.
• My Cloudmark Desktop buttons are grayed out. How do I enable them again?
• How do I customize the Cloudmark Desktop toolbar?

General

• I minimized Cloudmark Desktop and now I can't restore it.
• Spam messages stay in my POP Inbox if my Spam folder is in my IMAP account.
• How do I find my version number?
• How can I tell which email client I'm using?
• How do I empty my spam folder?
• When Windows starts up, I see an "Unable to launch Cloudmark Desktop" error.
• I'm in Offline Mode with Exchange, and messages aren't being removed from my Inbox.
• I'm behind a firewall. How do I configure Cloudmark Desktop?
• I can't connect to the Cloudmark Service.
• How do I remove the Cloudmark Desktop signature from my messages?
• I see a warning about leaving messages on the server.
• Messages tagged with "Scanned by Cloudmark Desktop" are stuck in my Inbox.
• I selected the "Mark messages as read" option, but I still hear the "new email" bell.
• How do I configure an alternate discovery server?
• Cloudmark Desktop failed to load a list of folders to scan.
• Cloudmark Desktop for Thunderbird hangs when configured to use a proxy.
• When I click Statistics or My Rating, I see "Request failed."