Knowledgebase : Support
       
BOUNCES AND DEFERRALS TROUBLESHOOTING: DELIVERED: Messages that are sent through Proofpoint Essentials platform and are delivered. QUARANTINED: Message that are quarantined by one of the filters on the platform. * These messages can be released fr...
Bulk is designed for users who need it for business-critical purposes, e.g. Recruitment consultants emailing individuals applying for a specific job(s), support users needing to update their users, and accounts departments sending invoices. The danger o...
Problem: Users who are running Windows XP and using Internet Explorer to access the Proofpoint Essentials user interface may get a certificate error. This is due to known incompatibilities between Windows XP/Internet Explorer and Proofpoint's web serv...
I'm having trouble sending/receiving emails with large attachments - does Proofpoint Essentials enforce a limit on email attachment sizes? STANDARD MESSAGING Proofpoint Essentials supports email attachments up to 100MB in size by default - however, ...
This error occurs when the customer in question has the 'Enable email relay' option switched on and someone tries to send email to a recipient address that is not registered with Proofpoint Essentials AND the recipient domain is configured in Proofpoin...
If you have a form (using PHP/ASP/etc) on your website that is configured to send a message to your email account, but you never receive mail from your website's form, please perform the following tests: * Send a message to your email account from ...
COMMON ERROR CODES DELIVERY SUMMARY: Any time you see, “_This message was rejected by its destination for reasons outside the control of Proofpoint Essentials, and got returned to the sender_”, this literally means that this is outside our control, and ...
When releasing an email from quarantine digest I am presented with the following error: 'User does not exist or is invalid' To resolve this please generate a new digest from the User Interface or wait until a new digest is delivered. Once a new digest...
When attempting to create a filter (as outlined in Knowledge Base Article Essentials Filters: Expanded Overview [1]) for an organisation or user with multiple sender/recipient email addresses or domains, you may receive an error after clicking the 'Sav...
ADMIN GUIDE STATEMENT: You can approve or block specific senders and recipients, based on the email address, domain, subdomain, attachment type, email size, words in the email or header, source country or destination country. The Anti-Spam service detec...
The Proofpoint Essentials system has been changed in May 2015, the most notable change is the addition of Sender Lists [1] rather than the traditional adding an allow/block to the filters. The below is a listing of the End-User Sender Lists - Block ...
This error occures when a End-user is using outlook when reciving their digest. The End user clicks on the link to release the message and they get the following error message: _GENERAL FAILURE. THE URL WAS: HTTPS://US1.PROOFPOINTESSENTIALS.COM/APP...
Only Partners or Direct Support customers are able to log into the support site to create a ticket. If you are a Partner or Direct Support customer and need an account please email a request to essentials-provisioning@proofpoint.com [1]. NOTE: If yo...
Your Administrator or Proofpoint Essentials Support Team may request that you identify messages that you need support for by sending its Permalink to the Proofpoint Essentials Support team. A PERMALINK, in the case of Proofpoint Essentials' Interfac...
NOTE: This knowledgebase does not address misclassifications (i.e. Spam that got through or desired email that got caught) as there is a separate knowledgebase article for that. The Proofpoint Essentials Support Team will need specific details in or...
If Proofpoint Essentials users are unable to receive email from certain email addresses, it is most likely an issue with the sending mail server. However there are a few possible areas where this may be a configuration issue on the Proofpoint Essential...
The Inbound sender DNS check option provides an additional layer of protection against spam and helps ensure that inbound messages that might not have a destination to bounce to are not allowed in. The proper step to address this is to get the sender t...
Proofpoint Essentials does not support the Outbound relaying of any email traffic for domains which do not belong to our customers and which have not been preregistered for a customer. As such Auto-forwarding messages should be relayed using DNS onl...
WEB FORM MESSAGES NOT RECEIVED We have frequent issues with web form messages not coming into the Proofpoint Essentials service. One of the key statements is: "This works to any other recipient, just not my domain name." We ask that you check ...
PERMALINK: (This link helps support to quickly navigate to the email you have a question about. GENERAL DESCRIPTION: * Envelop Sender: Where the message originated from. * From Header: Where the message said it was from. * Subject: Subject of th...
Customers who have configured a masquerade domain on a virtual SMTP server may experience problems sending outbound emails through the Proofpoint Essentials platform. Proofpoint Essentials does not support the use of masquerade domains - this is becaus...
Proofpoint Essentials does not ordinarily quarantine legitimate bulk-email. That is, email that is sent to a large list of recipients who have either directly or passively agreed to receive communications from the sender or senders. In some cases howev...
MAY 2014 Here are some of the items included in this release: * New password strength requirements for all users * Required only for new users and password changes * Administrators * Min. 12 characters * At least one number * At least...
Some customers may notice that the Proofpoint Essentials 'Easy-spam-disclaimer' footer is not added to some inbound emails, despite being enabled for the user/company in question. Three scenarios exist where the footer will not appear on an inbound emai...
WHAT INFORMATION DO I NEED TO PROVIDE WHEN I REPORT A PROBLEM WITH EMAIL? The information required by the Proofpoint Essentials Support team differs depending on the delivery status of the email in question: EMAIL HAS BEEN DELIVERED TO RECIPIENT...
Reporting an email problem to Proofpoint Essentials Support requires a few pieces of information that will assist us in narrowing down and investigating the issue, or even just for us to make useful suggestions. NOTE: if this problem is regarding a ...
HOW TO REST YOUR PROOFPOINT ESSENTIALS LOGIN PASSWORD If you have lost or forgotten your Proofpoint Essentials user interface login password never fear! We've made it super easy to reset the password for your account. * Simply go to the Proofpoint...
As of the release for May 2015, we no longer require individual or large filters for a safe or blocked sender. A new tab under Company Settings has been made named "SENDER LISTS." An individual list exists for Blocked or Safe senders. MANUAL ADDING T...
As part of the Proofpoint Essentials spam scanning, the senders SPF record can contribute to the overall spam score of the message. Proofpoint Essentials does not block an email outright for SPF entry. This is because there are a large number of domain...
* SPAM - unsolicited junk email / useless email that you never asked to receive. Spam is often understood as any email that a recipient didn't want, but true Spam is something that will always carry a payload (a link to some website or stock or someth...
This article is to help you understand the Proofpoint Essentials Support SLAs in better detail and what each Priority means in our system. Only email sent directly to support-essentials@proofpoint.com [1] or requests logged at our web portal (http:...
In short, this can be done using the 'Status' column in the Email Logs section of the Proofpoint Essentials Interface. Note: Silent users do not have permission to log into the interface, hence cannot perform this action. Please contact your admin t...
VERIFY THE FOLLOWING: * THE OUTBOUND RELAY FEATURE IS ENABLED FOR THE COMPANY. 1. Log in to the Proofpoint Essentials user interface 2. Type the customer name into the search bar (top header) 3. Click on Company Settings 4. Click on Features 5. Check...
Logs are an important part of troubleshooting mail flow. Keep in mind the logs found on Proofpoint Essentials only tell you what happens to the message once it is accepted and received by one of our MTA’s. HOW TO SEARCH LOGS: Proofpoint Essentials onl...
In order to update a ticket, you need to have created a ticket. If you have not done so, please make sure to follow the create a ticket KB [1]. REPLING TO A TICKET. * Go to the "View Tickets" link, either at the top, or from the home page. * Sel...
Once a new user has been registered on the system, the user would typically receive a welcome email containing their login details for the Proofpoint Essentials Interface. If they have not received a welcome email it may be because your default new ...