MessageLabs Spam Manager FAQ
Welcome to the Frequently Asked Questions page for issues with MessageLabs Spam Manager. There are two lists below. The first one is for end users, and the second is for administrators. If you can’t find a helpful answer here, please contact the CGNET network operations center at support@cgnet.com.
End-User Questions
Where can I find a general introduction about how to use the new system?
How do I connect to the Spam Manager portal?
How do I release a message from the quarantine area?
I lost my password and can’t connect to the Spam manager portal. How do I get a new password?
How do I white-list an email address, so it does not get sidelined by the anti-spam quarantine?
How do I block or black-list an email address or domain to keep it from reaching my inbox?
How long do sidelined messages stay in the quarantine area of the Spam Manager portal?
How can I modify how often I receive email notifications from the Spam Manager portal?
How do I change the password on the Spam Manager portal?
Administrator Questions
Where can I find a general introduction about how to use the new system?
How do I look at our email statistics?
How can I add another ClientNet administrator?
End-User FAQ
Q: Where can I find a general introduction about how to use the new system?
A: We have prepared a general introduction to Spam Manager. It is currently available in English, French and Spanish.
NOTE: At the end of each document are links to the full manuals on the MessageLabs site.
Tips for Using CGNET/MessageLabs Spam Manager
Astuces sur l’utilisation du Gestionnaire de Spam de CGNET/MessageLabs
Ayuda para el servicio de Spam Manager
Q: How do I connect to the Spam Manager portal?
A: Go to https://spammanager-3.messagelabs.com and enter your email address and password. If you have not set a password, please click on the ‘Forgot your password?’ link and follow the instructions.
Q: How do I release a message from the quarantine area?
A: Connect to the Spam Manager portal. Under the Summary tab you will find the messages that are sidelined. Check-mark the message you want to release and click on the Release button. You may release multiple messages at the same time by checking each of them.
Q: I lost my password and can’t connect to the Spam manager portal. How do I get a new password?
A: Go to https://spammanager-3.messagelabs.com click on the ‘Forgot your password?’ link and follow the instructions.
Q: How do I white-list an email address, so it does not get sidelined by the anti-spam quarantine?
A: Connect to the Spam Manager portal and choose the ‘Approved Senders’ tab. Click on the ‘Add Entry’ link, then fill in the email address or domain you want to white-list. Note: It may take up to four hours for this change to replicate within the MessageLabs system.
Q: How do I block or black-list an email address or domain to keep it from reaching my inbox?
A: Connect to the Spam Manager portal. Choose the ‘Blocked Senders’ tab and click on the ‘Add Entry’ link. Fill in the email address or domain you want to block or black-list. Note: It may take up to four hours for this change to replicate within the MessageLabs system.
Q: How long do sidelined messages stay in the quarantine area of the Spam Manager portal?
A: 14 days
Q: How can I modify how often I receive email notifications from the Spam Manager portal?
A: Log onto the Spam Manager portal and choose the Options tab. Next, choose “Notifications.” Choose the option you want. You can also choose not to get notifications at all.
Q: I get multiple spam reports for the different email addresses I manage. How can I combine them into one report?
A: Log into the Spam Manager portal and choose the Options tab. Choose “Manage Aliases” and add the email addresses from the other reports. You have to enter them one by one, because the system has to verify that you manage each email address. Once you have done this, the system will send a confirmation email to each alias listed, which you will have to answer to complete the process.
Q: How do I change the password on the Spam Manager portal?
A: Log into the Spam Manager portal, choose the Options tab, and then choose “Change Password.” Enter your old password and your new password, then click on the “Change” button to set the new password.
Administrator FAQ
Q: Where can I find a general introduction about how to use the new system?
A: We have prepared a general introduction to Spam Manager. It is currently available in English French and Spanish.
NOTE: At the end of each document are links to the full manuals on the MessageLabs site.
Tips for Using CGNET/MessageLabs Spam Manager
Astuces sur l’utilisation du Gestionnaire de Spam de CGNET/MessageLabs
Ayuda para el servicio de Spam Manager
Q: Incoming mail to a new user is being bounced back to the sender. How can I stop this and get the mail to go through?
A: You need to register the new user and any aliases the user has with MessageLabs, so the system will allow the mail to be sent to the new user. There are two ways to do this:
- The easiest way is to send a message from the new account to somebody on the Internet. NOTE: This only works if your organization smarthosts to CGNET.
- You can also connect to ClientNet (https://clients.messagelabs.com). On the CONFIGURATION tab, choose “Platform,” on the left-hand Menu. Then, under the Address Registration tab, choose the new user’s domain, and click on the New Address button. Add the new address and any aliases (in lower case) this new user may have to the New Address list that pops up.
Note: It may take up to four hours for the changes to replicate around all of MessageLabs’ data centers.
Q: How do I determine whether a message was delivered, or access any other information about an incoming or outgoing message?
A: Log onto ClientNet (https://clients.messagelabs.com). Choose the Support tab and then the “Track & Trace” option on the left-hand menu. You will then be able to search for the message either by sender, recipient address or the approximate time it was sent.
Q: How do I look at our email statistics?
A: There are multiple reports you can find on ClientNet, under the Reports tab. The fastest way is to choose “Dashboard” from the left-hand menu. You can view statistics for the last 24 hours as well as for the last 7 days, the last 31 days, and the last year. If you have multiple domains, you can also choose to get the information per domain.
You have access to more detailed reports by choosing the different options under the Reports tab.
Q: How can I add another ClientNet administrator?
A: In order to give ClientNet administrator access to another user, the new user needs to have a registered account with MessageLabs. To create this account, log onto ClientNet and go to the Administrator. Choose “User Management,” then click on the “Create New User” button. Under the User Detail tab, fill all the information as needed. Under “User Roles,” choose “Use standard role,” then “save and exit.”
NOTE: By configuring the user roles, you can give different privileges to different administrators.