If you believe that SpamExperts isn't scanning your inbound mail, it is worth running through this document to resolve the issue.
Some of these steps require you to check the SpamExperts filtering settings, you can access these by logging in to your control panel and selecting Virus and Spam Filtering from the top menu.
Check SpamExperts is installed
Firstly, ensure that SpamExperts is installed on the domain that you want spam filtering to occur on.
If you have multiple domains hosted with us and believe you have enabled SpamExperts, it may be that SpamExperts isn't currently installed on that domain.
To check this, select Domain Specific Settings from the Virus and Spam Filtering section of your control panel (see above) and then select Domains.
A list of provisioned domains will be shown. If the one you are having issues with isn't listed, select the Add button to add it.
If, on the other hand, you see the page below then SpamExperts isn't currently provisioned at all. Click Create to add it and start filtering email sent to your domain.
Check SpamExperts log to verify that mail is being filtered
If SpamExperts is live, it is worth checking the mail log to ensure that messages are being filtered.
You can also search for specific email to see why it was allowed through the filter (for example, the domain may have been whitelisted).
SpamExperts works by using advanced rules that spot signs that commonly mean that a message is likely to be spam, and in most cases this will automatically block the vast majority of spam email (for example, people trying to spoof a sender's email address so that it appears that someone else sent it, sending email from a domain that is well known for sending spam messages or including links to known phishing sites).
However, there are occasions when a message doesn't automatically trigger the filter, for example if someone has only just started using a domain to mass-spam mailboxes. This is where SpamExpert users can start to 'train' the service by reporting the message as spam. The more people that report an email, the quicker the service will learn to spot and filter that sender.
You can report an email as spam either through the control panel or by installing the SpamExperts plugin in your email client.
Check MX records
We have seen occasions where spam email is being received in mailboxes, yet the service is installed on the domain and the mail logs show that filtering is occurring, and the root cause is that there are additional non-SpamExperts MX records configured in the zone file.
This means that some inbound email is sent to a non-SpamExperts mail server, which won't perform any filtering.
A good sign that this is the case is that you have received a spam email, but can't find it in the SpamExperts mail log.
Another way to check if the message has been through the SpamExperts filter is by checking the email message headers (as described in this article). You should see a line starting "X-SpamExperts-Class".
To check your MX records on the Gradwell Cloud service, follow this article to find your zone file, and then ensure that there is an active entry that says mx.spamexperts.com. Any other MX record entries should be deleted or marked as inactive.
If you do not manage your zone file using Gradwell Cloud, ensure the MX and TXT records in this article are added, and any other MX records are removed.
No matter how advanced a spam filter is, there will always be the odd occasion when a spam email manages to slip through the filter. On these occasions you can report the email directly to SpamExperts through the control panel or by installing the SpamExperts plugin in your email client.
This assists the service to learn and adapt.
Ensure the recipient/sender isn't whitelisted
You can whitelist a recipient or sender to "turn off" all mail filtering services for that email address. In these cases SpamExperts will simply forward any received mail straight to the mailbox.
You can check the list of whitelisted accounts from the SpamExperts control panel, simply select:
- Sender whitelist to see the list of email addresses or domains that are allowed to bypass all filtering when they send you mail
- Recipient whitelist to see of your email accounts that have no filtering performed on them at all
The SpamExperts mail log will also tell you if a message was on the whitelist, as will the "X-SpamExperts-Class" line in the message header (please see this article for how to find the message header of an email).