MailScanner FAQ's

Here is a list of Frequently Asked Questions to help you understand MailScanner. You may also want to read the Knowledgebase article: How to configure MailScanner email protection.

  • Will spam be deleted before I retrieve my email?
    That depends upon the probability of the email being spam. Any email identified by the system as spam will be treated as follows:

    Low Scoring Spam: Our default setting is to deliver these emails to you.

    High Scoring Spam: Our default setting is to delete these emails from your mailbox as they have such a high probability of being spam.

    You can configure MailScanner to deliver or forward High Scoring Spam for you if you wish.

    All emails that have been identified as Low and High Scoring Spam will appear in your MailControl quarantine area. Here you can see what "score" they were marked with, to help you adjust your thresholds accordingly. Under the "Bulk Actions" dropdown you can also select individual emails for the system to either "Learn as Ham" (not spam) or "Learn as Spam".

  • Should I tell you about incorrectly identified spam?
    No. Within Mailscanner you can either adjust your Spam score thresholds or select them to "Learn as Ham" (not spam) as above.

  • Will all spam be detected?
    Probably not. All the email is scanned and assigned a score based on the likelihood that an email is spam. Thresholds (low scoring and high scoring spam) are used to determine whether an email should be tagged as spam. You can set these yourself to help avoid false-positives and false-negatives.

  • Is all email identified as spam, actually spam?
    Not necessarily. The system is not foolproof and there will be instances where legitimate email is tagged as spam and where spam is not tagged as such. This is why low scoring spam email is delivered by default, so you can view these emails in your email client and check through them.

  • I don't need (spam/virus) checking, can I only have email scanned for one?
    Yes, you can configure the service to either scan for viruses, spam or both.

  • Will viruses be deleted before I retrieve my email?
    Yes, if you set Virus Scanning to yes in MailScanner. All emails and file attachments will be scanned for viruses. If one is found, the virus is removed from the email. Our default setting is not to deliver virus infected email that has been cleaned. However, you can change that if you wish and before it is delivered to your mailbox, a text file attachment will be added to the email notifying you of the virus infection. Removed viruses and dangerous file attachments removed from email may be stored in a quarantine area on the server for 30 days. You can request the file from quarantine as described in the text file attachments, or, preferably ask the sender to resend the file in a zip archive. 

  • Will all viruses be detected?
    No system can guarantee 100% detection, though nearly all infected files and dangerous file attachments should be detected using this service.

  • Do I still need a virus scanner on my computer?
    Yes! Not only can the service not guarantee that all email viruses will be detected, there are many other ways that your computer can become infected. You should always install an anti-virus solution on every computer and ensure that it is constantly kept up to date.

  • Can the system simply delete all email marked as spam?
    Yes it can but it is possible that legitimate email will be deleted and the sender will never know that you didn't receive it.

    If you're confident that Low Scoring Spam, and/or more suitably High Scoring Spam have been correctly identified, then you can configure MailScanner to delete those categories of email in future. Bear in mind that these emails will still be available in your MailControl dashboard within MailScanner.

    Another alternative is to have all Low Scoring Spam, and/or more suitably High Scoring Spam delivered to a specific email address. For example,

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