trust sender Doesnt work on SM Build 8125
Problem reported by Apilion - 6/28/2022 at 3:08 AM
Hi Smartermail Team

I got complain from most users that the trust sender doesnt work from smartermail webmail even thought already set it but the mail still went to junk folder, could you help please fix this problem.

Im using SM Enterprise Build 8125

Thanks in advance            

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Tony Scholz Replied
Employee Post Marked As Resolution

I am sorry to her that you are seeing issues with your trusted senders. Generally this ends up in the Junk E-Mail folder if the message fails either SPF or DKIMboth of theses are designed to help fight spoofing and so they are still processed, even on trusted senders. 

Trusted Senders
Domain Administrators can add specific email addresses (such as jsmith@example.com) or domains (such as example.com) that will be exempted from spam filtering. This can prevent mail from friends, business associates and mailing lists from being blocked and lets the system know that these messages come from a trusted source. Note: Email addresses in a user's contacts are always considered trusted senders. In addition, if users unmark a message as spam, the sender is automatically included on their personal trusted senders list.

We have a KB article that helps to explain this in more detail ( https://portal.smartertools.com/kb/a3451/messages-from-trusted-senders-are-going-to-my-junk-folder.aspx ) that you can review. 

Below is an example of the email header where the sender is a trusted sender AND  passed both the DKIM and SPF checks. 

X-SmarterMail-Spam: SPF_Pass, HostKarma - Whitelist, Reverse DNS Lookup [Passed], ISpamAssassin 0 [raw: 0], DK_Pass, DKIM_Pass
X-SmarterMail-TotalSpamWeight: 0 (Trusted Sender - Domain)
Here is n example of a trusted sender that failed either the DKIM or SPF checks. 

X-SmarterMail-Spam: SPF_SoftFail, Reverse DNS Lookup [Passed], ISpamAssassin 7 [raw: 5], DK_None, DKIM_None
X-SmarterMail-TotalSpamWeight: 19 (Trusted Sender - User, failed SPF)

If you look at ( or post ) the header of the email you should see if it failed one of these checks. You can also review the Delivery logs to see if it failed any of these checks 

Thank you

Tony Scholz
System/Network Administrator
SmarterTools Inc.
(877) 357-6278

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