Google Message Security Troubleshooting Guide - Manual (Page 45)

46 Message Security Troubleshooting Guide
For more information, see About Content Manager.
Why are these spam messages not being filtered?
If too much spam is getting through:
1. First confirm that the message was not filtered. Search the message headers
for X-pstn-levels header.If this header is present, the message was filtered for
spam and the header shows the filter scores. For more information about this
filter, see X-pstn_levels Header.
2. Confirm the user is registered to the email security service by searching for
the user in your organization hierarchy. If the user is not registered and Non-
Account Bouncing is disabled, unfiltered mail is being delivered to this user.
The best practice recommendation is to add this user to the service since this
is the most common reason for getting unfiltered spam messages.
3. Confirm the user’s Filtering Status is enabled on the user’s Spam Filtering
page.
4. Disable the Spam Filters ‘Modify’ setting for your organization-level User
Access page to prevent new users from turning the Spam Filtering setting off.
For more information, see Control What Users Can View and Modify.
5. Confirm the user’s Bulk Email and other filters on the Spam Filtering page are
set high enough.For more information, see Fine-Tune Spam Filters.
6. If the message was sent to a distribution list or mailing list, confirm the list is
registered with the email security service as a user or user alias.
7. If the message was directly accepted by your mail server, it bypassed the
email protection service. Some of your mail server’s MX records are not
mapped to the email protection service. For more MX record information see
the Activation Step-by-Step Guide’s How MX Records Work FAQ.
8. If your email server is configured to deliver intranet mail locally, messages
exchanged amongst users on the same server are not processed by the email
protection service.
9. Confirm the sender and the sender’s domain are not in the org-level and user-
level Approved Senders lists. Senders on these lists are delivered regardless
of spam-like content. For more information, see Editing Approved/Blocked
Senders for Organizations.
10. Confirm users have not added their own address or domain in a user-level
Approved Recipients list. If so, all spam addressed to the user is delivered
unfiltered.
11. Confirm the spam did not have sufficient spam characteristics to trigger
filtering. Check the message header for the spam score. For more
information, see Interpreting Header Tags.