Microsoft Outlook moving scanned emails by Messagelabs to Junk folder
Article ID: 394149
Updated On:
Products
Issue/Introduction
This article describes a scenario when emails scanned by Symantec Email.Cloud, Microsoft Outlook moves such emails to the Junk Folder.
Environment
Email Security.Cloud
Cause
This is mainly due to Microsoft filters and how it is designed to classify such emails as spam. Other related reasons could be, when using spam trigger words, HTML emails do not follow best practices or the email Is not properly authenticated.
Resolution
If the Track and Trace tool does not show any Anti-spam service flagging such emails, then the Issue will need to be reported to Microsoft support in order to investigate and resolve. Assuming, the addition of a safe sender from the outlook client did not help.
Other solutions could be applied as well via the Outlook client such as:
1 - Removing any spam filters explicitly created by the users
2 - Verify any forwarding rules that could be moving emails to the Junk folder.
3 - Disable the spam exclusive filters option within outlook client under Options > Mails > Junk email filters.
4 - Ensure that you have added the sender under the safe sender in Outlook.
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