Google Message Security Troubleshooting Guide User Manual
Message security
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Table of contents
Document Outline
- Troubleshooting Guide
- Contents
- Frequently Asked Questions
- Activation
- Administration Console
- If I forget my Administration Console login and password, what should I do?
- Why is the system not accepting my new password?
- What does the “Service temporarily unavailable...” error message mean when I log into the Administration Console?
- What do I do when I receive an error in red text when attempting to log in to the Administration Console?
- How do I get another administrator account for a co-worker?
- How can I add or delete another administrator at my account- level organization?
- Where is the “Add Email Config” link in my organization list?
- Approved/Blocked Senders Lists
- Who should I add to my Approved and Blocked Senders lists?
- Is there a limit on how many users I can add to my Approved and Blocked Senders lists?
- Why do I get a “too many addresses” error when I add addresses to my Approved and Blocked Senders lists?
- What should I do when I attempt to add or remove an entry from my approved or blocked sender list and I get an error?
- Why does my Approved Senders list allow extra addresses?
- Why is a domain or address added to my Approved or Blocked Senders list not working?
- Is it possible to get a list of user aliases and a list of my Approved and Blocked Senders for my organization?
- Attachment Manager
- What are the file size limits for attachments?
- How do I limit the file sizes of inbound attachments?
- Why are large attachments being bounced, even when Attachment Manager is turned off?
- Does Attachment Manager filter viruses?
- If I do not want messages from certain senders filtered, what do I do?
- How do I block just one file type, like a MP3 file?
- Can I block all incoming attachments but still allow the message through?
- What happens if a message has several attachments, but only one triggers an attachment filter?
- Why can I see a message in my user’s quarantine when it should have been redirected to an administrator’s quarantine, or blocked by Attachment Manager?
- What do I do when I get an attachment disposition conflict?
- Batch Commandline Interface
- How do I set up the Message Center for all of my users?
- How do I edit Message Center notifications for all of my users?
- How do I edit Quarantine Summary notifications for all of my users?
- How do I find and display all of my organizations, domains, and users?
- How do I edit my Sender Lists for all of my users?
- How do I edit my message limit policies for all of my users?
- How do I edit my Message Archiving settings for all of my users?
- How can I get a list of all of my users’ aliases and primary addresses?
- How do I modify all users in a domain?
- How do I delete all users in a domain?
- Connection Manager
- Content Manager
- How do I use regular expressions in Content Manager rules?
- How do I catch messages that contain specific language characters?
- When I create a content filter rule with a full file name for the value and a location of the ‘Entire Message’, why did the filter not capture messages that contain attachments with that file name?
- When I create filter rules, why does Content Manager capture messages that do not contain any of the words, phrases, or patterns in my rules?
- Delivery Manager
- What does “Graph Not Available” mean in the Inbound Servers Overview page?
- How do I read the Delivery Manager graphs?
- After changing my ISP, how do I change where the email security service delivers my mail?
- If I forward my mail, do I need to change the host name to reflect the change in IP address?
- What should I do after moving my domain to a new mail server?
- What happens if my connections goes over my connection limit?
- Why are some of my Message Center emails delivered and others are not?
- What does it mean if “Open Conn. = n/a” when a Conn. Limit is set through the Inbound Server’s Delivery Manager page?
- Can I limit connections to my mail server so that my mail server does not go down due too much incoming mail?
- How do I remove persistent connections without rebooting?
- Domain
- How do I add another domain?
- When should I add a domain and when should I create a domain alias?
- How do I add a domain alias?
- How do I delete a domain?
- What do I do when I get this error “Unable to add domain.”?
- How do I set up my mail to go to a new domain, and forward mail from my old domain?
- Now that I have added a new domain and changed my MX records, how do I confirm that my mail server can accept messages from the email security service?
- Message Center
- What should I do if I forgot my password?
- Why do some logins fail even though my administrator login and password are correct?
- Why does my login fail? I get the error message: “Your authentication could not be verified.”
- Why does my login fail with an “Invalid log in...” message?
- How do I change a password?
- How do I fix my Message Center access?
- Why is my Message Center slow or sometimes unavailable?
- Why does my Message Center put messages in a disabled quarantine category?
- Why can I not delete more than a 100,000 messages in the Message Center?
- Message Recovery
- How do I set up email archiving?
- Why is my archive empty?
- What are all the things I can do with my archive?
- How do I access my message archive?
- How do I search for messages?
- Who can search for messages in my archive?
- How do I view messages in the archive?
- Why can I not find a specific message in the archive?
- How do I recover (export) messages from the archive?
- Why does my archive contain duplicate messages?
- MX Records and IP Addresses
- What are the IP addresses for the email security service?
- What are DNS MX records?
- How do I find the DNS information in the Administration Console?
- What is the correct syntax for updating my MX records?
- Why is the priority of MX records important, anyway?
- What if my domain’s MX records are not prioritized using a 1 through 4 numbering scheme?
- What is a TTL setting?
- Will I lose mail when I change my MX records?
- How long does it take to change my MX records?
- What should I do if the MX record test fails after just changing my MX records?
- What do I do if my mail is not being delivered?
- Notifications and Alerts
- Do I need to verify a notification address?
- What should I do when my notifications fail to be delivered?
- Why do my customer notifications get bounced?
- I am not getting spooling notifications (alerts). How do I fix this?
- Can I set up spam notifications to a single user and not the organization?
- Can my users change the frequency of their own spam summary notification?
- Why are my new users getting welcome notifications? I did not check the ‘Welcome users upon creation’ option.
- How does a user get access to the Message Center after receiving a quarantine summary?
- Why am I not getting my quarantine summaries?
- Can my group’s quarantine summaries be sent to one person instead of everyone?
- Can we configure the email security service to send out the quarantine summary twice a day (morning and evening) to users.
- Is it possible to disable quarantine summary notifications for individual users?
- How do I change the quarantine summary’s sender email address and name?
- For my quarantine summary, how can I change the name of the company appearing in my notification’s ‘From’ header?
- When building customer quarantine summary notifications, why are header fields such as Date, To, From, and Subject put into the body of the mail message?
- What happens if I have more quarantined messages than can be displayed at one time in my Quarantine Summary? I am using Quarantine Redirect to quarantine all of my users’ spam and virus in a single administrator’s quarantine.
- Organizations
- Outbound Servers
- What is reinjection?
- What happens if reinjection fails?
- What is a smarthost?
- Why does my compliance footer not show up?
- How can I use one IP range for outbound servers for multiple server configurations?
- How do I remove an Outbound IP Range?
- What is this error? “A reinjection host is required.”
- Why do I see an error message, “Can’t find account level org above mail hosts.”?
- Reports
- Since I am just getting started, what are the most useful reports?
- Why does my report data seem out of date?
- Why does a domain show up in an organization report when the domain is not located in that organization?
- How can statistics on falsely quarantined emails be determined?
- What is the difference between Messages and Account Messages in my reports?
- What is the difference between Blocked Senders and Blocked Servers in the Spam Reports?
- Why is Content Manager appearing on the Reports tab? I do not have inbound Content Manager configured.
- Spam
- Do I need to filter for specific types of spam?
- Why are these spam messages not being filtered?
- Why am I suddenly getting all of this spam?
- Why do obvious spam messages occasionally get through the filters?
- How do I prevent good messages from getting filtered out as spam? (false positives)
- Can I filter messages for unregistered users?
- Why do messages from a blocked domain keep getting through?
- What does this error mean, "ERROR 550 xf071772.xxx"? My mail is bouncing when sent to email security service.
- Spool Manager
- How do I manage my spooling configuration in the Administration Console?
- How do I change my spooling allocation?
- How do I unspool my mail?
- Can I view my spooled emails?
- How do I get spooling alerts? I am not getting them.
- What happens to my mail during the 15 minute spooling delay period?
- Why has my mail not automatically unspooled? My mail server connection is now working and I still have spooled mail.
- Why is my email being spooled even though my mail server is running?
- Users, Aliases, Mailing Lists, and Administrators
- How do I add a user?
- How do I create a user alias?
- How do I protect internal distribution or mailing lists from spam and viruses?
- How do I stop mail from external mailing lists being falsely filtered as spam?
- How do I add an administrator?
- Who are these guys? I have unknown users in my organization and they are not provisional users. But I can see these users in my spam/account report.
- Can I change my Default Users?
- How do I switch my user’s authentication methods?
- How do I authenticate specific users using different methods?
- How do I block all traffic to an address?
- What does this error message mean? “Mail limit exceeded”
- How do I view a list of my user aliases?
- Virus
- Mail Flow Troubleshooting
- Index