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 will be 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.
Links with a *(star) require a valid user login into the Hornetsecurity Control Panel
|Optimized ways of processing
||Alternative ways of processing
Reporting via Control Panel* is available at any time and may become necessary if the user permissions to not allow releasing specific emails via Quarantine Report (e.g. potential 'Threat' false positives). Permission can be set up as described here*.
The email can be released directly via Control Panel (Email Live Tracking). More information on how to do this can be found in the Control Panel manual*.
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.
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 Support Request
If reporting through the other processing ways did not solve your issue, please report your case (including a sample) to our support agents via ticket system.
Please provide all necessary information directly with your initial message to allow fast processing.
Missing information will be otherwise requested by one of our support agents. Processing times may vary based on quality of prequalification and complexity of the case.
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*.