Trusted Sender emails still going to Junk E-mail folder
Question asked by Dave Schatzmann - March 1, 2017 at 9:45 AM
Answered
Hello,
 
I am trying to understand why domains I have on the Trusted Senders list still end up in the Junk E-mail folder.

I have about 8 different senders, ALL of who are using a form of Outlook, that end up there every time they send me an email.  This includes my bank, natural gas company, college student emails sent via their school's exchange, Home Depot, etc.  There is obviously some kind of connection with Outlook...but why is it happening on MY end?  I have no problems sending mail to any of these domains...it only happens on received emails, and as stated, each domain is in Trusted Users, hoping that would have corrected the problem.

Any thoughts on how to stop those from going to the Junk folder?
 
Thanks in advance!
Dave

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Here are a few headers from said emails:

EMAIL ONE
===================================================================

Return-Path: <xx_xxxxxxxxxxxx@pba.edu>
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From: xx_xxxxxxxxxxxx@pba.edu>
To: "dave@schatzmann.com" <dave@schatzmann.com>
Subject: Re: FAFSA 2017-2018
Thread-Topic: FAFSA 2017-2018
Thread-Index: AQHSkTAQWE7kIwxnX0GHU2KN2j9lNqF91dVT
Date: Tue, 28 Feb 2017 04:35:36 +0000
Message-ID: <5C63AFDD-800A-4B24-9FA7-427F5D9AC014@pba.edu>
References: <bb7a7e75b24545aa9753d2f7528fe4db@schatzmann.com>
In-Reply-To: <bb7a7e75b24545aa9753d2f7528fe4db@schatzmann.com>
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From: "Veros, Arthur" <Arthur.Veros@hilti.com>
CC: "Veros, Arthur" <Arthur.Veros@hilti.com>
Subject: RE: INQUIRY CONCERNING ELECTIONS
Thread-Topic: INQUIRY CONCERNING ELECTIONS
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EMAIL THREE
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From: Oklahoma Natural Gas <ebill@oklahomanaturalgas.com>
To: <dave@schatzmann.com>
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0
User Replied
Hi Dave. In your first 2 examples, I can see that the Trusted Sender's List was triggered...
 
X-SmarterMail-TotalSpamWeight: 0 (Trusted Sender - Domain)
X-SmarterMail-TotalSpamWeight: 0 (Trusted Sender - User)
 
For the above, check your Delivery Log to see what it says. It will normally tell you why something was sent to junk.
 
As for the 3rd example, it looks like it did not trigger the Trusted Sender's List...
 
X-SmarterMail-TotalSpamWeight: -4
 
However, a score of -4 shouldn't land in the Junk E-Mail folder regardless. I would check the Delivery Log for that one too just to see why it was sent to Junk. Also, be sure that you added the correct address/domain to the Trusted Sender's List for this one.
 
I hope this helps. Thanks!
 
0
Dave Schatzmann Replied
Thanks Linda. I have found out that a rule in my own domain level content filtering has triggered these.

I am very confused though. I would have thought that if a domain / email address is marked as a "trusted sender"...that SmarterMail would completely disregard ANY server or domain side tests?

Thanks
Dave
0
User Replied
You're welcome Dave. I would think that too, but I'm not sure of the order of things in the newer SM versions. This very well could be a bug. I'm hoping one of the SmarterTools techs will chime in here and verify for us.
0
Rod Lasky Replied
Employee Post Marked As Answer
Hi Dave.  A Trusted Sender means that any spam checks are going to be ignored.  However, any Content Filtering will still be checked and applied afterwards.  What you're describing sounds working as designed.
Rod Lasky
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Kevin McNally Replied
Hi Rod,

We have an email address that delivers our emails which was added to the Trusted Senders list before we upgraded to version 16 the other day. Since the upgrade the Trusted Sender designation is being ignored and the spam weights are being added. The email address is failing Reverse DNS Lookup and an SPF soft fail.

Kevin
Kevin McNally
Interactive Palette, Inc.
0
Nicolas Fertig Replied
We have the same problem on our SmarterMail 16. A customer is receiving mails from a contact that have a failing SPF record (because of a typo in their SPF line) and it goes to Junk Mail.

Our customer added the source domain and source e-mail address to their trusted sender list, but spam weight still increase and mails from this source are still delivered in Junk Mail ...
0
Nicolas Fertig Replied
We have the same problem on our SmarterMail 16. A customer is receiving mails from a contact that have a failing SPF record (because of a typo in their SPF line) and it goes to Junk Mail.

Our customer added the source domain and source e-mail address to their trusted sender list, but spam weight still increase and mails from this source are still delivered in Junk Mail ... 
0
turtle Replied
This is a daily occurrence, marking incoming as "trusted" and Not Spam" for the same accounts over and over.
 
the incoming are my customers sending from other of my servers.
 
Is there anything to correct this?  Setting an IP address to always pass without checks?
0
Matt Petty Replied
Employee Post
If we didn't validate SPF when performing the check to remove spam weight from a message, than a spammer could spoof a known trusted contact and send your users all the spam and malicious content they'd like without getting blocked.
It sucks but its necessary to prevent abuse.
Matt Petty
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
kevind Replied
Matt, exactly right!

Nicolas, here's more info:
https://portal.smartertools.com/community/a86864/why-not-validate-trusted-senders.aspx

0
turtle Replied
It appears that adding the full domain instead of the email address may have been the workaround. This is simple for me to do but on the outside of "too techie" for my customers to handle.

Since adding the full domain name of the customers whose email addresses were being tagged as spam, none of them have been sent to junkmail. It's to early to say this resolves the "problem/bug" but so far it has given me more time as I need to spend less time looking for erroneously tagged emails and set them to "not spam" over and over again

It would be far simpler to be able to whit-list an entire IP address so that all of my mail servers can talk to my smartermail server without being tagged as spam.

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