Emails received as spam - Spark Customer only

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#2063281 27-Jul-2018 07:55

I would have thought that SMX, if they feel the email may be spam, it goes to the spam folder. My spam folder has spam in it, and the odd false positive, unsure why they would stop some spam at the border and not send to the spam folder (in webmail)

bonkas

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#2063907 28-Jul-2018 09:14

Yeah really bizarre, getting bounce back to sender, nothing appearing at the recipients end.

Spark are still claiming a Spark Domain name is required to resolve.. I think they are trying to suck me into buying more services rather than resolving the issue as I beleive the issue is with the mails content and not the address it is coming from.

I have some domains I use for testing which I can probably configure to send mail through for his invoicing to see if we get any other results but we tried with gmail with the same result so I am holding off on this for now.

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#2063916 28-Jul-2018 09:46

bonkas:
Yeah really bizarre, getting bounce back to sender, nothing appearing at the recipients end.

Spark are still claiming a Spark Domain name is required to resolve.. I think they are trying to suck me into buying more services rather than resolving the issue as I beleive the issue is with the mails content and not the address it is coming from.

I have some domains I use for testing which I can probably configure to send mail through for his invoicing to see if we get any other results but we tried with gmail with the same result so I am holding off on this for now.

Just to be clear there is a process for resoving this. Reps were recently bombarded with information including minor changes on this

Buying a domain isn't a fix.

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#2063955 28-Jul-2018 11:06

To add to the discussion I have had similar problem to bonkas with xtra recipients of a small newsletter (about 35 addresses). Some of my messages have pdf attachments, some do not. They do not contain the word "invoice." This started about four weeks ago and I get the same bounce back message "rejected due to possible spam content." My ISP is Spark but I use an email address on my domain hosted by GoDaddy. The outgoing server is smtpout.secureserver.net.

When I send the same messages, using my xtra account (send.xtra.co.nz), the recipients with xtra email addresses get the messages. It would appear to me that the Spark/xtra/SMX filtering is too aggressive and does indeed filter based on message origin/domain. Both of the outgoing SMTP servers involved (xtra and Go daddy) require a password, use ssl/tls and use port 465.

How can I convince Spark to allow me to reach xtra email address with my Go Daddy hosted email?

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#2064033 28-Jul-2018 11:29

You need to call through and discuss.

The agent will collect email examples from you and pass it down the pipe to be examined. The fix from there is relayed back.

In most cases its a case of fingerprinting. I have heard of exceptions where the it company managing the sending mail needed to adjust too though.

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bonkas

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#2064092 28-Jul-2018 13:30

mail2mm:

To add to the discussion I have had similar problem to bonkas with xtra recipients of a small newsletter (about 35 addresses). Some of my messages have pdf attachments, some do not. They do not contain the word "invoice." This started about four weeks ago and I get the same bounce back message "rejected due to possible spam content." My ISP is Spark but I use an email address on my domain hosted by GoDaddy. The outgoing server is smtpout.secureserver.net.

When I send the same messages, using my xtra account (send.xtra.co.nz), the recipients with xtra email addresses get the messages. It would appear to me that the Spark/xtra/SMX filtering is too aggressive and does indeed filter based on message origin/domain. Both of the outgoing SMTP servers involved (xtra and Go daddy) require a password, use ssl/tls and use port 465.

How can I convince Spark to allow me to reach xtra email address with my Go Daddy hosted email?

Yup this is the process I am trying to go through also.

Have sent examples to a Spark staff member's email txxxxx@spark.co.nz but have not yet had a reply in over a week, new replies also seem to be falling dark.

We have tried using send.xtra.co.nz and also sending through gmail with no change in the result.

I have sent you a dm hio77, is there anything else we can do or even if there are further tests we can do or if we can get a status on where our queries are at?

It's a shame we are unable to change for format of the emails being sent out as this would resolve the issue.

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#2064342 28-Jul-2018 20:59

bonkas:
I have sent you a dm hio77, is there anything else we can do or even if there are further tests we can do or if we can get a status on where our queries are at?

It's a shame we are unable to change for format of the emails being sent out as this would resolve the issue.

I'll be looking to ensure you have an update on monday

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bonkas

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#2065387 31-Jul-2018 07:58

hio77:
bonkas:

I have sent you a dm hio77, is there anything else we can do or even if there are further tests we can do or if we can get a status on where our queries are at?

It's a shame we are unable to change for format of the emails being sent out as this would resolve the issue.

I'll be looking to ensure you have an update on monday

Do you have any news for us hio77?

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#2065474 31-Jul-2018 09:50

My customer uses Handshake app on an iPad to send order confirmations which are html formatted messages but no attachments.

Recently all of these sending to Xtra email addresses are bouncing due to Spam reject. But customer can send test message from iPad mail app directly to xtra email address ok.

Any suggestions how to tune the Handshake setup to get below Xtra's spam thresholds?

Perhaps we need an additional SPF record?

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#2065649 31-Jul-2018 13:18

bonkas:

Do you have any news for us hio77?

Seems the promised update did not come through, i've escalated this.

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#2065650 31-Jul-2018 13:19

Foiler:

My customer uses Handshake app on an iPad to send order confirmations which are html formatted messages but no attachments.

Recently all of these sending to Xtra email addresses are bouncing due to Spam reject. But customer can send test message from iPad mail app directly to xtra email address ok.

Any suggestions how to tune the Handshake setup to get below Xtra's spam thresholds?

Perhaps we need an additional SPF record?

Depends, if your SPF record isn't up to par, yes rejects will happen.

Following this There are tips you can make to your content but your likely best off coming through the helpdesk channels to have the content fingerprinted and whitelisted.

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bonkas

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#2065651 31-Jul-2018 13:20

Can we send samples of the rejected emails to someone to be escalated? The original Spark Rep we spoke to is now no longer replying to any inquiries.

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#2066130 1-Aug-2018 10:14

bonkas:

Can we send samples of the rejected emails to someone to be escalated? The original Spark Rep we spoke to is now no longer replying to any inquiries.

There is no point, as it sounds like you are being rejected before spam analysis begins.

Antispam systems go like this:

1 check known bad IP reputation database > block/reject

2 check MX and SPF records (maybe DKIM) are not bad > block/reject

3 receive email

4 scan for malware > block/clean

5 scan for phishing > classify and tag/file/or drop

6 scan for spam > classify and tag/file/or drop

If you are getting a reject message you are at step 1 or 2. Your email is not evening being received so its content is not even being analyzed.

You can use mxtoolbox.com to check your MX records and SPF records. If you are using a 3rd party app that uses their own mail server then that must be part of your SPF records.

hio77

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#2066147 1-Aug-2018 10:31

bonkas:

Can we send samples of the rejected emails to someone to be escalated? The original Spark Rep we spoke to is now no longer replying to any inquiries.

i can add some explanation here, Those emails were also being classified as spam..

This is now with me, will be in touch via mail :)

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Foiler

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#2067390 3-Aug-2018 11:40

hio77:

bonkas:

Can we send samples of the rejected emails to someone to be escalated? The original Spark Rep we spoke to is now no longer replying to any inquiries.

i can add some explanation here, Those emails were also being classified as spam..

This is now with me, will be in touch via mail :)

If wanted I can provide example email content which is spamming 100% of the time. It is an html formatted invoice and has no attachment and no graphical or remote content. My original suspicion that this was a origination/routing issue from Handshake to Xtra proved incorrect, it was later proved to be just the content after we tested from a gmail account.

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