Even though the Hornetsecurity spam filter has a recognition rate of 99.99%, you might experience from time to time that some emails will be filtered incorrectly. These emails are referred to as:
- False Positive (FP): Valid e-mail got accidentally filtered
- False Negative (FN): E-mail wasn’t filtered through the spam filter
This article describes how to report false negatives and false positives. There are several possibilities, using an optimized way will lead to faster processing of your case.
|Optimized ways of processing
Reporting through our chatbot
FP: possible FN: possible
With the help of our chatbot, you have the option to efficiently report false negatives/false positives. The automated system will analyze the email you specify, and offer a tailored solution for that particular email.
Further information on this process can be found here: Reporting incorrectly classified mail (false negative / false positive) through our chatbot
Emails can be released within the Email Live Tracking. This will automatically create a FP feedback with us.
Marking any clean email as spam or threat will automatically create a FN feedback with us.
We'd analyze these reports and update our filters, if required.
Please note that we won't reach you back after. In case you have doubts, or if you need further feedback for a specific FP or FN case, please report the case/sample via ticket system.
Fast reporting can be achieved through setting up the Quarantine Report for your users, which can be used to directly mark false positive cases. This also allows to deliver these directly to the user inbox (permission can be configured via Control Panel). You will receive direct feedback in your browser as soon as the email has been released.
Reporting via Outlook Add-in can also be used to provide samples for required filter adjustments. This way of reporting is fast, and all necessary information are automatically attached to your reported case.
In general, we suggest using the Control Panel to report any false positive or false negative cases. This way everything will be processed through a single platform, which also is used for various other things.
Alternative ways of processing
FP: not recommended FN: possible
Forward the related false negative or false positive case attached as a ".eml" file to the above mentioned address. This is necessary to make sure the header of the original sample is not altered in any way, which is crucial for the further handling.
We only recommend using this way of processing for false negative cases.
If reporting through the other processing ways did not solve your issue, please report your case (including an EML sample) to our support agents via ticket system.