Where is my message?!?

We occasionally have people inform us that they released a message from quarantine, but it does not show up in their inbox.

Almost without exception the problem results from a second level of spam protection. MX Guarddog does an excellent job of stopping spam, having additional spam protection on your server or desktop client can lead to confusion. If MX Guaddog is protecting your domain, you should follow our best practices to ensure we are able to deliver email to your server.

Here are some of the issues that have been found with missing messages after being released from quarantine:

• Spam filters on the server, if MX Guarddog thought the message was spam your local filters may also. Turn them off or check your quarantine/junk folder
• SPF checking. SPF checking will only accept email from an authorized sender for a specific domain. You should not be using SPF checking on your server under any condition when using MX Guarddog. Turn off SPF checking, MX Guarddog does the checking for you.
• Client filters, make sure you don't have a filter setup that is causing the messages to be redirect or deleted.
• If you have spam protection on your desktop (MS Outlook does by default) you need to turn it off or check what your system is doing with messages that are suspected spam (junk folder?).

If your email was deleted, rejected or quarantined by your local spam protection systems you can request MX Guarddog to release a second copy of the message from quarantine for up to seven (7) days from the date we received it.