How to Report an Accuracy Issue

Issue:

When messages are inaccurately filtered, these are called false positives and false negatives:

  1. A false positive is a legitimate message that was incorrectly classified as spam or phishing.
  2. A false negative is a spam, phishing, or virus message that was incorrectly classified as legitimate.

Solution:

Report these messages to Cloudmark to help us improve our accuracy. Fill out the Cloudmark Support request as follows:

  1. Enter your contact information and a summary of the problem.
  2. If your message sample or email integration allows you to view the Cloudmark analysis string (via the X-Authority-Analysis header or MTA log event) include this in the description field. Do not cut and paste the message content from your mail client as important information will be lost.
  3. In the Priority field, select P4.
  4. Attach the message or messages that were incorrectly filtered; see the instructions below to learn how to save and attach a message.
  5. If you receive an email message requesting more information, reply to the message directly in order to preserve the case reference number.

In order to report a false positive or a false negative, you must save the message as a file for submission to Cloudmark. The complete message file in RFC822 format is required in order to provide important header information. The instructions below explain how to save a message as a file using different email clients.

How to save a message in Microsoft Outlook

  1. Select the message in Outlook.
  2. From the File menu, select Save As.
    The Save As window appears.
  3. In the "Save as type" drop-down list, select "Outlook Message Format (*.msg)".
  4. Click Save.
  5. On the Cloudmark Support form, locate the "Attach sample email message(s)" field and click Choose File.
  6. Navigate to the file you saved and select it for attachment to your support request.

How to save a message in Mac OS X Mail

  1. Select the message in Mail.
  2. From the File menu, select Save As.
    The Save As window appears.
  3. Click Save.
  4. On the Cloudmark Support form, locate the "Attach sample email message(s)" field and click Choose File.
  5. Navigate to the file you saved and select it for attachment to your support request.

How to save a message in Thunderbird, Microsoft Outlook Express, Windows Mail, or Windows Live Mail

  1. Select the message.
  2. Drag and drop the message to the desktop.
    A .eml file appears on the desktop.
  3. On the Cloudmark Support form, locate the "Attach sample email message(s)" field and click Choose File.
  4. Navigate to the file you saved and select it for attachment to your support request.
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