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My accuracy seems poor. How can I troubleshoot it?

If you have tried to resolve an accuracy problem but the problem persists, follow the instructions below to provide Cloudmark with the necessary data to assist you with this problem.

Related Topics

• Why am I receiving so much spam in my Inbox?
• Newsletters or other legitimate messages are being moved to my Junk E-Mail folder.
• How do I find my version number?

How to report an accuracy problem

1. Compile the following information for Customer Service:
   • The exact nature of your problem.

     Describe the difference between how Cloudmark Desktop should work and how it is working

   • version number of Cloudmark Desktop
   • the date the problem began
   • the number of false positives
   • the number of false negatives
2. Submit this information in a Request for Help.

   You will receive an automatic email reply to your request for help.

3. Select 10 to 15 email messages from the past 24 to 48 hours that were incorrectly filtered by Cloudmark, either as false positives (legitimate messages incorrectly filtered as spam) or false negatives (spam or phishing not caught by Cloudmark).
4. Compile the sample messages for submission to Cloudmark as follows:
   • Compiling sample messages from Outlook
   • Compiling sample messages from Outlook Express
   • Compiling sample messages from Thunderbird
   • Compiling sample messages from Windows Mail

   How to compile sample messages from Outlook

   1. In Outlook, create a folder called Test.
   2. Move your sample misclassified messages into the Test folder.
   3. Select the Test folder.
   4. From the File menu, select "Import and Export".
   5. Select "Export to a file" and then click Next.
   6. Select Personal Folder File (.pst) and then click Next.
   7. Select the Test folder and then click Next.
   8. Save the file as Test._pst and then click Finish.

      If you are prompted about encryption, select "No encryption" and click OK.

   9. Create a reply to the automatic response you received from Customer Service in step 2 above, and attach the Test._pst file to the message.
   10. Send your reply.

       A Customer Service representative will contact you as soon as possible to help you troubleshoot your problem.

   How to compile sample messages from Outlook Express

   1. Select one sample misclassified message.
   2. From the File menu, select Save As....
   3. Select the .eml format.
   4. Save the message in a convenient location.
   5. Repeat the above four steps for each misclassified message.
   6. In Windows Explorer, navigate to the folder where you saved the sample messages.
   7. Create a WinZip .zip file called Test.zip, containing all the .eml files you saved.
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   8. Create a reply to the automatic response you received from Customer Service in step 2 above, and attach the Windows .zip file to the message.
   9. Send your reply.

      A Customer Service representative will contact you as soon as possible to help you troubleshoot your problem.

   How to compile sample messages from Thunderbird for Microsoft Windows

   1. Open Thunderbird.
   2. Create a new folder and put the misclassified messages in it.
   3. Create a reply to the automatic response you received from Customer Service in step 2 above.
   4. Click on the Attach button.
   5. Navigate to C:\Documents and Settings\(username)\Application Data\Thunderbird\Profiles\(profile name)\Mail\Local Folders and select the name of the folder where you placed the messages. Do not select the file ending in .msf.
   6. Send your reply.

      A Customer Service representative will contact you as soon as possible to help you troubleshoot your problem.

   How to compile sample messages from Thunderbird for Mac

   1. Open Thunderbird.
   2. Right click on one misclassified message and select "Save As..."
   3. Select a location you will remember and click on the Save button.
   4. Repeat the previous two steps for each misclassified message.
   5. Create a reply to the automatic response you received from Customer Service in step 2 above, and zip and attach your sample messages to the message.
   6. Send your reply.

      A Customer Service representative will contact you as soon as possible to help you troubleshoot your problem.

   How to compile sample messages from Windows Mail

   1. Select one sample misclassified message.
   2. From the File menu, select Save As....
   3. Select the .eml format.
   4. Save the message in a convenient location.
   5. Repeat the above four steps for each misclassified message.
   6. In Windows Explorer, navigate to the folder where you saved the sample messages.
   7. Create a WinZip .zip file called Test.zip, containing all the .eml files you saved.
   8. Create a reply to the automatic response you received from Customer Service in step 2 above, and attach the Windows .zip file to the message.
   9. Send your reply.

      A Customer Service representative will contact you as soon as possible to help you troubleshoot your problem.

Last updated: 2009-07-20 14:42:34

Keywords: scan, filter, spam, accuracy, junk, positive, legit, real, negative

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