Electronic Mail FAQs - E-mail How Tos

We've prepared this FAQ to address your questions regarding our e-mail services. The topics covered by this FAQ are general in nature and are applicable to all customers using TDE-provided e-mail services. This FAQ is continually being updated, so check back for additional questions and answers.

Q. Desirable e-mail from a particular source is routinely being sent to the quarantine. Why is this e-mail being sent to the quarantine? How can I receive this e-mail without having to release it from the quarantine?

A. The scanning facility attempts to identify e-mail containing potential viruses, forbidden attachments, and UCE/SPAM based on definitions provided by a third-party company. Some e-mail may be identified as containing a potential virus, forbidden attachment, or UCE/SPAM, when in fact it does not. These e-mails are called false positives. If desirable e-mail from a particular source is routinely being sent to the quarantine, you may add the sender's e-mail address to your "whitelist." Adding an e-mail address to your whitelist, will cause all e-mail sent to you from that e-mail address to be delivered to your mailbox regardless of its content.

Q. Undesirable e-mail from a particular source is routinely being delivered to my mailbox. Why is this e-mail not being sent to the quarantine? How can I stop this e-mail from being delivered to my mailbox?

A. The scanning facility attempts to identify e-mail containing potential viruses, forbidden attachments, and UCE/SPAM based on definitions provided by a third-party company. Some e-mail may not be identified as containing a potential virus, forbidden attachment, or UCE/SPAM, when in fact it does. If undesirable e-mail from a particular source is routinely being delivered to your mailbox, you may add the sender's e-mail address to your "blacklist." Adding an e-mail address to your blacklist, will cause all e-mail sent to you from that e-mail address to be sent to the quarantine regardless of its content.

Q. I would prefer to receive all e-mail regardless of content. How can I disable the scanning of all e-mail addressed to me?

A. The scanning facility can be customized on a per-mailbox basis. Three types of scanning may be customized: Anti-Virus, Attachment, and Anti-SPAM. Anti-Virus scanning may be enabled or disabled. Attachment scanning may be disabled or set to one of three possible sensitivity levels. Anti-SPAM scanning may be disabled or set to one of three possible sensitivity levels. You may also select, from a pre-defined set of categories, the types of UCE/SPAM that you would like to have filtered. In addition to disabling or selecting the sensitivity with which to scan, you may also select whether an e-mail that meets the criteria is sent to the quarantine or deleted immediately.

Q. I can see e-mail containing forbidden attachments and/or UCE/SPAM in the quarantine, but I am still receiving forbidden attachments and/or UCE/SPAM in my mailbox. How can I stop this e-mail from being delivered to my mailbox?

A. Scanning for Attachments and UCE/SPAM is not an exact science, but rather a balancing act. If the sensitivity is set too low, e-mail containing forbidden attachments and/or UCE/SPAM may be allowed to pass through undetected. If the sensitivity is set too high, e-mail that does not contain forbidden attachments and/or UCE/SPAM may be sent to the quarantine. The default settings for all customers have been set based on our experience over the past couple of years. While these settings should be appropriate for most customers, the Attachment and UCE/SPAM scanning facilities can be customized on a per-mailbox basis. Attachment scanning may be disabled or set to one of three possible sensitivity levels. Anti-SPAM scanning may be disabled or set to one of three possible sensitivity levels. You may also select, from a pre-defined set of categories, the types of UCE/SPAM that you would like to have filtered. In general, lower sensitivity settings will result in more forbidden attachments and/or UCE/SPAM being delivered to your mailbox, while higher sensitivity settings will result in more false positives being sent to the quarantine. You may need to experiment a little bit to find the settings that work best for your particular situation.

Q. I receive few forbidden attachments and/or UCE/SPAM in my mailbox, but I am continually having to release false positives from the quarantine. How can I stop this e-mail from being send to the quarantine?

Q. How do I adjust the configuration settings of the web-based mail client?

A. The configuration settings of the web-based mail client may be adjusted by selecting the Settings tab.