Support FAQ

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1. What hours of support does SMX provide?

2. How do I contact the email support/help desk?

3. How do I notify SMX of a misclassified email?

4. I am a customer of SMX and somebody sending email to me has incorrectly received notification that their message was rejected for suspected spam content (i.e. a false positive). How do I get this resolved?

5. I am not a customer of SMX and I have received notification that my message was rejected for suspected spam content (ie. a false positive). How do I get this resolved?

6. What do I do if I receive a spam message (i.e. a false negative) after becoming a SMX customer?

7. How do I submit an email rejected as a virus?

8. What do I do if my Office 365 emails are delayed?

9. How do I configure mail clients with TLS or STARTTLS?

10. Have a different question?​​​


1. What hours of support does SMX provide?

SMX standard hours of operation is Monday to Friday from 08:00 AM to 07:00 PM NZT, apart from statutory holidays. We provide email support to all customers. Emails received outside of these hours will be responded to on the next business day. SMX also offers an extended support service, for more information on gold support contact sales@smxemail.com


2. How do I contact the email support/help desk?

To contact the email Support Desk, send an email to emailsupport@smxemail.com


3. How do I notify SMX of a misclassified email?

In order for SMX to investigate an email problem the SMX Support Desk requires a copy of the misclassified email. This means that the original email must be sent to emailsupport@smxemail.com. The SMX Support Desk will automatically issue you with a case number to be included in all future correspondence related to this case.

These are the steps to follow when sending the misclassified email to the SMX Support Desk with most common email 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

Below are flash movies/ instructions showing the process on common email clients:

Outlook

Outlook Express

Thunderbird

Note: Only misclassified emails that are submitted using this method can be investigated by the SMX Support Desk. Any other method will not create an rfc822 MIME attachment, which will not provide the message in its original form.

Lotus Notes False Negatives

As of version 8.5.2, Lotus Notes / IBM Notes supports saving Internet messages as eml files. To do this:

  1. Open the email
  2. File -> Save As
  3. Save as type -> IBM Notes Mail Message (*.eml)

The option to Save only appears on messages received from the Internet, internal company messages will have the option greyed out.

  1. Then create a new email and send the email as an attachment to emailsupport@smxemail.com with False Negative in the subject.

Webmail

If you are using webmail and your email is rejected as spam by SMX then it would be best to replace the intended recipient with emailsupport@smxemail.com by doing so, we can have a copy of the original email for investigation.


4. I am a customer of SMX and somebody sending email to me has incorrectly received notification that their message was rejected for suspected spam content (i.e. a false positive). How do I get this resolved?

To submit a false positive please follow the procedure outlined in question 3 above.


5. I am not a customer of SMX and I have received notification that my message was rejected for suspected spam content (ie. a false positive). How do I get this resolved?

To submit a false positive please follow the procedure outlined in question 3 above.


6. What do I do if I receive a spam message (i.e. a false negative) after becoming a SMX customer?

To submit a false negative please follow the procedure outlined in question 3 above.


7. How do I submit an email rejected as a virus?

Please follow the steps below to save and submit the email to the Support Desk.  You may need assistance from your IT team for the below steps, 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 follow the instructions below for either WinRAR or 7-Zip:

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.

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

Watch this video guide on how to put a password on Zip files in Windows 7.


8. What do I do if my Office 365 emails are delayed?

If your Office 365 emails are delayed because they are getting queued, please follow the steps below (Download a PDF version of the document here):


To create a connector in Office 365, click Admin, and then click Exchange to go to the Exchange Admin Center. Next, click mail flow, and click connectors. If any connectors already exist for your organisation, you can see them listed here.

 

 

To start the wizard, click the plus symbol +. Click Next, and follow the

instructions in the wizard.

     

Give the connector a name eg SMX.

Choose use the sender’s IP address

 

 

Add the following IP ranges:

 

203.84.134.0/24

203.84.135.0/24

113.197.64.0/24

113.197.65.0/24

113.197.66.0/24

113.197.67.0/24

 

Then go to the next screen

The settings can then be saved.

 

Step 2 Whitelisting with Office 365

 

- Login to the Office 365 Exchange Admin Center (EAC)

- Click on Protection

- Click on Connection Filter , then click the Edit icon

 

Click Connection Filtering then click the Add icon within the IP Allow list section and add the following IP ranges:

 

203.84.134.0/24

203.84.135.0/24

113.197.64.0/24

113.197.65.0/24

113.197.66.0/24

113.197.67.0/24

Then click on save.

 

9. How do I configure mail clients with TLS or STARTTLS?

The basic details of what needs to be configured on your email client is as follows:

Inbound 

POP port 110 with StartTLS or 995 with SSL

IMAP port 143 with StartTLS or 993 with SSL

Outbound

SMTP port 587 with StartTLS or 25 with TLS

Below are the details on how to enable the (TLS) protocol for the Microsoft Outlook email program and Mac OS email client:

Microsoft Outlook Email

Step 1

With your Outlook client open, select Tools from the main menu. Then select Account Settings...from the drop down menu.


 

Step 2

This will open up the Account Settings window. If you have more than one email account configured, make sure that your SMX account is selected. With your SMX email account highlighted, select Change. See Figure 2 below.

This will open another window called "Change E-Mail Account". Click More Settings.

This will open another window called Internet E-mail Settings. Click the Advanced tab. Look in the section called Server Port Numbers. In the drop down menu under Incoming server (IMAP), select TLS from the list of options. The port number should be set to 143.

Then, in the drop down menu under Outgoing server (SMTP), select TLS from the options. Your outgoing server port number should already be set to 587, but if it is not, type "587" in the Outgoing server (SMTP) field.

Click OK to close the Internet E-mail Settings window. Close the Change E-mail Account window. Click Close to close the Account Settings window.

 

Mac OS Mail Client

With your Apple mail client open, select Mail from the main menu. Then select Preferences from the drop down menu.

Select Accounts from the top menu and click on the Outgoing Mail Server (SMTP) section, click on the drop down button.

Select Edit SMTP Server List.

On the pop up window, click Advanced and make sure that Automatically detect and maintain account settings is ticked and the Port is 587. Also tick the Use SSL box. Click on OK to save.

Select Advanced and make sure that the Port is 143 and that the Use SSL box is ticked.

Click the red button on the top left corner to close the window.

 

If you are you are using other mail clients, please ring the Support Team for assistance.


10. Have a different question?

Contact us here.