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Google Message Security Troubleshooting Guide User Manual

Page 11

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12 Message Security Troubleshooting Guide

To resolve this issue, please contact Support. If you are a directly supported
Postini Customer, please log in to the Postini Support Portal. Otherwise, contact
your vendor, who can assist you.

Provide customer support the Org ID, System #, User ID, and which list the user is
having an issue with (ex. approved, blocked, etc.,)

Why does my Approved Senders list allow extra addresses?

The approval mailing list looks for a substring in the list of recipients.

For example, adding [email protected] to the user’s approved sender list
automatically approves messages that include “al”, such as:

[email protected]

[email protected]

[email protected]

[email protected]

Why is a domain or address added to my Approved or
Blocked Senders list not working?

Either the domain or user address:

Was not added before the message arrived.

Was not added to the user or organization containing the user.

Was added to multiple lists.

Actions to take:

1.

Compare the received date of the mail message to the last modification date/
time for the user:

a.

Go to Orgs and Users > Users

b.

Type in the user address and select Search

c.

Select Settings Summary

d.

Look at the Modified column, and compare the date & time to those in the
email message. (This assumes the last user modification was to the
Approved or Blocked Senders list.)

2.

Look at the user Approved or Blocked Senders list:

a.

Select the user

b.

Select Sender Lists

c.

Check all lists to see if the Approved or Blocked Senders list is listed