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POP3 message stuck in spam filter

rfcat_vk
Hi,
I have an e-mail message stuck in the spam filter. It is supposed to be confirmed spam. It is a newsletter that I have been receiving for a number of months now without any problems. Why all of a sudden has it been classified as spam and why won't the filter release it?

Ian M

I have created an exception to overcome potential future issues with this site.


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  • 0
    Ian, are you in an HA configuration?  There is (was?) a problem with an incorrect node ID in the release email.  Have you tried releasing from the Mail Manager or User Portal?

    When you see "confirmed" and reason="as", it was the CommTouch engine that tagged the email.  Have you checked the reputation of the sender's IP?  If it's not clean, they may want to contact CommTouch.

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    Hi Bob,
    I don't run HA, while it would be nice to experiment with that setup I couldn't justify the hardware.

    I have tried releasing the stuck message from the mail manager and nothing happens. I had a look in User Portal and there isn't any message there.

    Ian M

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    Ian, when you say there's no message in the User Portal, I assume you mean that there are other messages, but not that one.  But, that would mean that the email to you was addressed incorrectly, and that it can't be released to you, and it's hard to imagine that there would be an address glitch in something you've been receiving for awhile.  Anyway, it is strange that you can see it in the Mail Manager, but not release it from there.

    It'll be interesting to learn what you discover.

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    Hi Bob,
    no, there aren't any messages in the user portal.

    The address looks okay otherwise it wouldn't have been delivered.

    Ian M

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    I don't use the POP3 proxy very much, but this is what I understand.  If you have the User Portal configured, it should show your personal quarantine.  So, are you saying you haven't configured it?
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    Hi Bob,
    I have pop3 proxy with prefetch enabled.
    I have user portal enabled with all of my e-mail address in it.

    The message does not appear in the user portal

    The message does appear in the quarantine report and under mail manager.

    The message will not release from the mail manager.

    Ian M

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    Very confusing...  Ian, are you sure you're looking at the quarantine in the Mail Manager instead of the log?  Do you have the proxy set to "Quarantine" for 'Confirmed spam action'?  Have you tried reindexing the mail quarantine database?

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    Hi Bob,
    I am not sure what is confusing.

    But here is a picture if it will help.

    Ian

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    It's confusing to me because it sounds like a room with two doors where a chair disappears when you look in through the other door.  How this could happen mystifies me...

    What do you see in the quarantine when you [Open Mail Manager in a new window.]?

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    Hi Bob,
    another picture.

    Ian

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    So your user account in the Astaro does have the email address "name@domain" included?  And, you have that same address in your email client?  And, you have added it to the 'POP3 Accounts' tab in the User Portal?  And this isn't just an address that you experimented with and no longer use?

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
Reply
  • 0 in reply to rfcat_vk
    So your user account in the Astaro does have the email address "name@domain" included?  And, you have that same address in your email client?  And, you have added it to the 'POP3 Accounts' tab in the User Portal?  And this isn't just an address that you experimented with and no longer use?

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
Children
  • 0 in reply to BAlfson
    Hi Bob,
    it is a genuine active account. Today's e-mail from the same group came through without a problem.

    Ian M

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    And, when you  selected 'view' to see the content of the message in Mail Manager, your address was clean and correct... I think you win the prize!
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    I am having the same problem. One of many e-mails to the same address got lodged in the Spam Quarantine and, using mail manager, I can view the message. However, when I try to release it, nothing happens.
  • 0 in reply to carville
    If you have Astaro support, please submit a ticket.  Then let us know what you learn.

    Thanks - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    I now have 3 messages stuck in the e-mail manager I cannot release.

    All labeled "confirmed spam", 1 most definitely is, the other 2 aren't they are part of e-mail forums.

    Ian M

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    Ian, in another thread, one of the Astaro folks said that, in order to be able to release a POP3 email, you need to fill in your POP3 Server on the the POP3 Advanced tab.

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    Hi Bob,
     I use prefetch and a few other of the goodies in the pop3 proxy, I have for awhile, so that isn't the answer.

    Ian M

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    Ian, what did frickler tell you in the message referred to in this thread: https://community.sophos.com/products/unified-threat-management/astaroorg/f/93/t/66778

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson
    Bob,
    his answer wasn't much value and didn't solve the problem and it is a different situation to this time.
    Last time there was a count showing messages, but no mail for delivery, this time there is a count in the quarantine section showing 3 messages that I cannot release.

    The e-mail address there have been sent to receives messages on a regular basis form the same e-mail groups that 2 of these messages are from.
    The e-mail account concerned has received messages before and after the dates on the messages classified as spam from the e-mail groups

    Ian M

    XG115W - v20.0.2 MR-2 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk
    You are an early riser, I see.  Up before sunrise.  Looks like the temperature's about perfect there, today, and a little overcast.  Similar weather in OKC about 13 hours behind you.

    Since this is on your personal unit, I guess there's no way to get Astaro involved.  Have you already tried the End User Portal?  I can't remember.

    I think you probably know more than I, but do you want me to look at it just to have a different pair of eyes on it?

    Cheers - Bob
    Wait a minute, I was thinking you were in Perth, but you're all the way over on the other side of the continent. Ten degrees cooler and two hours further away.
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
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