Troubleshooting Email Security.cloud Quarantine Issues

Products

• Email Security.cloud

Issue/Introduction

Step-by-step guidance on how to troubleshoot Email Security.cloud quarantine issues.

Environment

Email Security.cloud

Resolution

I have not received an email asking me to register and log in.

If you have not yet received any registration or login details, there are two likely reasons:

• You have not received any spam.
• Instead of creating an individual Quarantine Portal account for you, your Quarantine Administrator has decided to manage your spam in a different way.

However, if you would like to check whether an account has been created for you:

1. Go to the login page.
2. Click the Forgot your Password? link
3. Enter your email address.
4. Click Request Password Reset.

If you receive the error message Invalid email address, you do not have a Quarantine Portal account. If you think you should have an account, contact your Quarantine Administrator.

If you receive a password reset message (sent to your email inbox), click on the embedded link to set your password. When you log in to Quarantine Portal you see the emails that have been quarantined for you. If no spam has been redirected to Quarantine Portal, the message You currently have no spam in the quarantine system is displayed. 

The system is refusing to send me a password reset message.

If you receive the error message Invalid email address when requesting a password reset, a Quarantine Portal account has not been created for you. There are two likely reasons:

• You have not received any spam.
• Instead of creating an individual Quarantine Portal account for you, your Quarantine Administrator has decided to manage your spam in a different way.

If you think you should have a Quarantine Portal account, contact your Quarantine Administrator.

I have released an email but not received it in my inbox.

The time it takes for an email to reach your inbox depends on a variety of factors that are independent of the Anti-Spam service, such as Internet delays. Please wait for two hours and then release the email again. If it still does not reach your inbox, contact your Quarantine Administrator.