Technical Support for Our Customers & Resellers

How do I notify SMX of a misclassified email?

In order for SMX to investigate an email problem the service desk requires a copy of the misclassified email (.eml format).

These are the steps to follow when sending the misclassified email to the SMX service desk with most common mail clients and webmail clients:

  1. Launch your email client
  2. Create a new message and address it to emailsupport@smxemail.com
  3. Drag and drop the misclassified email into the newly created message, it will now appear as an attachment

N.B. Please do not include other recipients your submission whether in the To, CC or BCC fields.
In Mac OS X Mail, use the "Forward as Attachment" option in the Message menu or via right-click.

Below are instructions for different email clients on how to submit your misclassified email to SMX.

Outlook Mail Client

  • Submit false positive (a legitimate email that should not have been blocked)

Thunderbird Mail Client

  • Submit false positive (a legitimate email that should not have been blocked)

Gmail Mail Client

  • Submit a false positive.

SMX Email Admin Portal - How do I blacklist an email?

Please follow these steps below to blacklist an email:

1. Log into the SMX Email Admin Portal - with your username (email address) and password.

2. Find the email in the mail search by searching for the message under "Inbound Scrubbing" or "Outbound Scrubbing".

3. Double click on the message to open the Message Details window to find out the envelope (actual) sender.

4. Copy the “From:” address and add this as a blacklist under the default set (for spam).

SMX Email Admin Portal - How do I add a scrubbing domain?

If your SMX Email Admin Portal login has technical access then please follow these steps below to add a new domain for filtering:

Login to the SMX portal and then click on Inbound Scrubbing and Scrubbing Domains

Click on “New Scrubbing Domain” and enter the Domain Name and the Mail Relay Host and click on Save and the domain will go into a pending state and the SMX Service Desk will be notified that a domain has been added and will perform the checks outlined in the next question.

SMX Email Admin Portal - What do I do after adding a scrubbing domain?

Once you have added a domain the SMX Service Desk will be sent a notification that you have added a domain. The SMX Service Desk will then check the domain relates to the company you have added it under by performing a ‘whois’ check. The SMX Service Desk will then make sure we can deliver through to the mail relay host that you have added in the portal from the SMX servers. If these things check out to be fine then the domain will be approved by the SMX Service Desk team.

SMX Email Admin Portal - How do I change the mail relay host?

To change the mail relay host for a domain once you are logged into the SMX Email Admin Portal click on inbound scrubbing and then scrubbing domains. Double click on the domain you wish to change the mail relay host for. Enter the new mail relay host in “Mail Relay Host:and then click on save.

What are the MX records for SMX?

For New Zealand customers the MX records should be set to

10 mx1.nz.smxemail.com
20 mx2.nz.smxemail.com

For Australian customers the MX records should be set to

10 mx1.au.smxemail.com
20 mx2.au.smxemail.com

What is SmartRules DLP?

With SmartRules DLP you can create rules in the SMX email admin portal based on custom conditions and then take an action based on that condition.

Some conditions you may wish to check are:

  • Sender
  • Recipient
  • Message size
  • Content
  • Attachments

Some actions that you may wish choose for a message is as follows:

  • Quarantine the email
  • Drop the email
  • Redirect the email
  • Add text to the top or bottom of the email

Is there an SMX plugin which can be installed to reclassify spam messages?

Yes if you install the "SMX Advanced Security Plugin" then your users will be able to submit spam to SMX to be reclassified via Outlook 2016 and above or Office 365.

Please see our easy to follow guide below for information on how to install the plugin and also our end user guide for your users to submit missclassified emails to SMX.

SMX Advanced Security Plugins - Admin Guide

SMX Advanced Security Plugins - User Guide

Emails that have triggered the Whaling Protection and URL Analysis which must be submitted manually via email to be re-classified as spam.

 

What is Whaling?

A whaling attack, also known as whaling phishing or a whaling phishing attack, is a specific type of phishing attack that targets high-profile employees, such as the CEO or CFO, in order to steal sensitive information from a company, as those that hold higher positions within the company typically have complete access to sensitive data. In many whaling phishing attacks, the attacker's goal is to manipulate the victim into authorizing high-value wire transfers to the attacker.

How do I create a rule in SmartRules?

To create a rule in SmartRules, click on the SmartRules DLP icon in the SMX Email Admin portal.

Then click on Inbound Rules or Outbound Rules depending on your requirements.

Click on “Default Inbound” / “Default Outbound” unless you want to make a new rule set.

Click on “New SmartRule” and the box below will appear:

Then give the rule a name and description (which is optional)

Conditions

Drag the conditions down in the top half of the box

Actions

Next drag the actions down in the bottom half of the box

Some possible actions are CC, BCC, Redirect, Whitelist, replace sender, send notification, add preamble, add footer, strip attachments, refuse message, drop message.

Change enabled to “Yes” if you want to turn the rule on straight away otherwise it is disabled by default. Click on Save.

The SMX Service Desk Team can email you a full SmartRules engine user guide on request, please contact us if you wish to have one emailed to you.

What do I do if I receive a spam email?

Please install the "SMX Advanced Security Plugin"  which will enable you to submit emails via your email client or alternatively please follow these instructions below.

Below are video clip instructions showing the process on common email clients to submit your email to the SMX Service Desk for reclassification :

Outlook Mail Client

  • Submit false negative (a spam email that should have been blocked)

Thunderbird Mail Client

  • Submit false negative (a spam email that should have been blocked)

Gmail Mail Client

  • Submit a false negative.

What is the accepted format to submit a misclassified email to SMX support?

While attaching a misclassified email please make sure it is in .eml format. Therefore, please follow the above 2 questions so we receive the email in the correct format. Any other method will not create an RFC822 MIME attachment, which will not provide the message in its original form.

How do I submit an email rejected as virus?

Please follow the steps below to save and submit the email to the SMX service desk team. IT assistance might be needed, however if you are comfortable following them please carry on.

a. Save the whole email, including any attachments, to a folder on your computer (the desktop is suggested so you can locate it easily).

b. Next, please use one of the below mentioned archiving software to compress the files (WinRAR or 7-Zip):

WinRAR

Please follow the instructions below for using WinRAR to submit an email rejected as a virus to the SMX service desk for review, once you have saved the whole email, including attachments, to a folder on your computer.

To use WinRAR to submit an email rejected as a virus to the SMX support desk, go to the RARLAB WinRAR downloader page to download the software.

If you're unsure about the PC version (32 or 64-bit), choose the 32-bit version. Once you have the correct version for yourself, just follow these instructions:

7-Zip

Please follow the instructions below for using 7-Zip to submit an email rejected as a virus to the SMX service desk for review, once you have saved the whole email, including attachments, to a folder on your computer.

To use 7-Zip, go to the 7-Zip website to download the software.

If you're unsure about the PC version (32 or 64-bit), choose the 32-bit version. Once you have the correct version for yourself, just follow these instructions:

c. Zip the email and password protect the zip file.

d. Compose a new message to emailsupport@smxemail.com and attach the password protected zip file.

 

Note: Please include the password in the body of the email so we are able to open it.

What do I do if my email is rejected due to RBL?

If your email has rejected due to an RBL (Real-time Blackhole List), then please follow the steps below so you can send the email:

  1. Find out who the IP address belongs to. You can check this at https://www.whatismyip.com/
  2. Once you have found out who the IP address belongs to, scan any machines/devices related to that IP address and remove any malware / spyware / viruses.
  3. Then you can check at https://mxtoolbox.com/blacklists.aspx to see which RBLs the IP address is on and request de-listing from the appropriate websites.
  4. After de-listing the IP address, you will be able to send the email again.

How do I receive incident and planned maintenance alerts from SMX?

To be notified of any incidents or planned maintenance, please visit Service Status page and subscribe to updates by email and/or text message.

How to setup internal emails to be Archived on SMX?

The SMX Archive functionality automatically archives all external inbound and outbound emails that traverse the SMX cloud mail platform. However, in order to capture the internal emails sent and received between users (which normally would not pass through SMX), Journaling is required.

Journaling ensures a complete archive of the organisation’s emails are stored in a single, searchable, secure, off-site environment.

The journal address to use will be supplied on request. Please refer to your email provider for specific configuration requirements.

Release notes for SMX Portal v202/193 - June 27, 2019

1. Quarantine

A new Quarantine module is available for licensed quarantine customers. The module provides a centralised area for previewing, downloading or releasing quarantined messages.

Key Features:

  • Preview, Download or Release quarantined messages
  • Messages are stored in a customers Quarantine for 14 days after which they are removed
  • Create additional policies to Quarantine Gray-mail. Gray mail is created when our two mail filters have a missed match verdict on whether the mail is clean or suspected spam.
  • Compatible with existing SmartRules quarantine policies

Email may be one of the following four types;

Note: Customers can continue to use the existing Quarantine preview and release functionally within Mail Search, however, we encourage customers to use the new module as we intend to remove legacy functionally in a future release.

2. UI/UX Improvements

We have had a general clean-up and modernisation of the UI during this release, which include:

  • Flattened UI
  • General UI/UX Improvements
  • Customer Dashboard layout improvements
  • Updated charting engine

3. Archiving Improvements

Clicking on a message in the search results will take you through to the message details/preview view.

SMX Email Admin Portal - What does blacklisting an email/domain/IP address do?

When you add a blacklist entry then any emails that match that policy entry the sender will receive a message letting them know their email has been rejected due to policy and the email will be dropped.

SMX Email Admin Portal - How do I subscribe to reports?

These are predefined reports which are already configured in the SMX Email Admin Portal:

The reports will vary depending if you are on your reseller account or customer account.You can run the report by clicking on “Run Report” or “Subscribe” to the report if you wish to have it emailed to you. Below are the subscription options:

The formats you can choose are:

  • PDF
  • HTML
  • CSV

You can have the report delivered to you:

  • Daily
  • Weekly
  • Monthly

You can report on data in the following periods:

  • Last 24 Hours
  • Last 2 Days
  • Last 3 Days
  • Last Week
  • Last Month

Custom Subscribed Reports

These can be subscribed to under “Mail Search” under Inbound Scrubbing or Outbound Scrubbing by clicking on the Subscribe button.

Below are the options you can choose:

In the Options section you can choose the criteria on which you wish to match the emails on.

 

SMX Email Admin Portal - How to whitelist an email?

Whitelisting is only designed to be a temporary measure to allow the email through for further analysis and reclassification. Whitelists comes with potential security risks so it is recommended to use this sparingly or until a fix is made. Adding whitelists should also comply with individual company’s security policy.

Please follow these steps below to whitelist the email:

1. Log into the SMX Email Admin Portal - with your username (email address) and password.

 

2. Find the email in the mail search by searching for the message under "Inbound Scrubbing" or "Outbound Scrubbing".

3. Once you hit ‘Search’ button you will see email logs on right hand pane. Double click on the message to open the Message Details window to find out if the message has been rejected due to SPF or Spam. (You will see this under Mail Type)

 

4. Copy the “From:” address and add this as a whitelist under the appropriate Policy Set under Policy Management depending on the rejection SPF (SPF rejections) or default (for spam).

If there is no SPF opt out set please follow these steps:

  • Click on “New Set” which will create a new set. Name it “SPF opt out”
  • Click on the Configuration tab and make sure “Whitelisting applies to SPF failures” is selected and then click on save


Please note the policy sets run in order from top down and when a policy is hit it will not traverse down the policy sets further. You can move a policy set up and down by clicking on the arrows on the right hand side of the policy set.

SMX Email Admin Portal - What does whitelisting do?

When you add a whitelist into the SMX Email Admin Portal this will override the verdict of the email and let the email through to the recipient. This is based on the policy set in the portal. The policy set can be set to override spam or SPF checking.

What do I do if inbound emails are rejected due to SPF?

If an email is rejected due to SPF (Sender Policy Framework) then it is preferable that the sender corrects their SPF record to add the locations they are sending from or they send from a location that is already specified in their SPF record.

Kitterman is a good website where you can check the current SPF record for a domain and also check a proposed SPF record you plan to add or update for a domain. 

SMX Email Admin Portal - How to check the reason why an email is rejected?

Once you have found a message in the SMX Email Admin Portal under Inbound Scrubbing or Outbound Scrubbing you can double click on the message which will give you further details on why it was rejected under the delivery status and mail type.

Still Have Questions?

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