Quarantine user's account is not able to see emails in the Quarantine portal

Products

• Email Security.cloud

Issue/Introduction

When users log in to their Quarantine portal, they are unable to see the quarantined emails.

Environment

Email Security.cloud

Cause

The issue is mostly related to the Non-activation of the Quarantine account and the enablement of the option to view quarantined messages in Email Quarantine interface and summary notifications for the following services, such as: Anti-Spam, Image Control and Data Protection.

Resolution

In order to allow the correct view of the quarantined emails within the Quarantine portal, the Administrator must ensure to:

1. Select the below options under User Quarantine service located under: Dashboard > Platform > User Quarantine Settings

2. Inform Quarantine portal users that they must Log in to the Quarantine portal first in order to activate their account, which will automatically set their account as active.

 

Note : The users may start to see the newly Quarantined emails from the moment their Quarantine account was activated.