Legitimate images incorrectly detected by Image Control heuristics (false positive)

Products

• Email Security.cloud

Issue/Introduction

Legitimate images that should reach the intended recipient are incorrectly detected and blocked by Image Control heuristics in Symantec Email Security.cloud. This results in a false positive.

Environment

Email Security.cloud

Cause

Instructions on updating the Image Control heuristics in Email Security.cloud

Resolution

Image Control settings

Consider changing the sensitivity of the Heuristics filter to a lower setting. Log in to the ClientNet, and navigate to Services > Email Services > Image Control.

Note: It is not possible to adjust the heuristics themselves, only the sensitivity level.

If you do not obtain the desired results and cannot make further adjustments to the sensitivity level, use the following lists:

• Approved Images.
• Approved Senders.
• Approved Recipients.

If you no longer have the image to add to the Approved Images list, consider setting the heuristics detection action to one of the following:

• Copy suspected mail to the Image Control administrator.
• Redirect suspected mail to the Image Control administrator.

You can also use the mechanics available in other filters of the Symantec.cloud service, such as Anti-Spam and Data Protection.