In some cases where the Control Panel is not used by the end users themselves we suggest using the Quarantine Report and/or the Outlook Add-In for reporting purposes instead.
This way everything will be processed through a single platform, which also is used for various other things. In general, we suggest using the Control Panel to report any false positive or false negative cases. This way of reporting is fast, and all necessary information are automatically attached to your reported case. Reporting via Outlook Add-in can also be used to provide samples for required filter adjustments. You will receive direct feedback in your browser as soon as the email has been released. This also allows to deliver these directly to the user inbox (permission can be configured via Control Panel). In case you have doubts, or if you need further feedback for a specific FP or FN case, please report the case/sample via ticket system.įast reporting can be achieved through setting up the Quarantine Report for your users, which can be used to directly mark false positive cases. If indeed the file is clean, submit your. Please note that we won't reach you back after. Scan your computer and the file with as many antivirus engines as you can, including the one mentioned by your user.
REPORT FILE AS FALSE POSITIVE UPDATE
We'd analyze these reports and update our filters, if required. Marking any clean email as spam or threat will automatically create a FN feedback with us. This will automatically create a FP feedback with us. There are several possibilities, using an optimized way will lead to faster processing of your case.Įmails can be released within the Email Live Tracking. You suspect that a file which you know is clean and legitimate has been detected as malware by mistake.
REPORT FILE AS FALSE POSITIVE HOW TO
This article describes how to report false negatives and false positives. False Negative (FN): E-mail wasn’t filtered through the spam filter.False Positive (FP): Valid e-mail got accidentally filtered.Even though the Hornetsecurity spam filter has a recognition rate of 99.99%, you might experience from time to time that some emails will be filtered incorrectly.
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