Applies to SmarterMail 17x...

When using the Cyren Antispam add-on, it's possible that Cyren will either miss an obvious spam email or that it will report a legitimate email as spam (i.e., add a spam weight) even though it shouldn't. There are a number of reasons this can happen, though, most likely, the reason is that an email signature isn't in their database yet. Regardless of the why or how, there is a simple solution to help prevent this in the future.

If you're seeing a false positive (an email is scored as spam but isn't actually spam) or a false negative (an obvious spam message is not marked as spam), SmarterTools can report the message using an online tool specifically for reporting false positives/negatives directly to Cyren. All SmarterTools needs from you is the following information regarding the email, which can be sent to sales@smartertools.com.

NOTE: Please realize that all responses from Cyren are final. SmarterTools has no way of influencing a decision one way or another (e.g., whether they release a false positive as spam or block a false negative as spam).

False Positive
To report a false positive SmarterTools needs the RefID. This is a 24-digit number and letter combination that is found in the header of the email, formatted like so: XXXX.XXXXXXXX.XXXXXXXX.XXXX. If you have trouble locating the RefID you can send the entire email header instead.

Each report that we submit is handled automatically by Cyren. If released, the false positive should be cleared within as little as 15 minutes.

False Negative
To report a false negative SmarterTools needs the full email that was received. Please send the entire email to sales@smartertools.com as an .eml attachment.

Each report that SmarterTools submits is handled automatically by Cyren. If any further action is required on your part you will be notified when SmarterTools receives a response from Cyren.