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Panda GateDefender’s anti-spam protection does not classify certain emails correctly. What should I do?

Information applies to:

Products
Panda GateDefender Performa
Panda GateDefender Integra

GateDefender’s anti-spam technology uses algorithms that calculate a unique set of identifiers for each message (Advanced Message FingerprintingTM) and a global network made up of 180 million users sharing information to detect and block spam in real time.

This system processes over 3,000 million messages every day in 160 countries and updates its knowledge base every 45 seconds. Also, it uses a local cache that ensures service continuity even if server connection is lost.

However, sometimes, the following cases can occur regarding classification of spam messages:

  • False negatives: spam messages incorrectly classified as valid, that is, undetected spam.
  • False positives: valid messages incorrectly classified as spam.

To correctly report incorrect detections, it is very important to provide the following data so that Panda can analyze each case and update the anti-spam protection rules if necessary.

 

Reporting incidents

  1. Attach the messages that were classified incorrectly (message/rfc822 Mime). This way, the message headers will not be modified and the original emails will be obtained.

    NOTE: Send messages within 24 hours of reception. The reason is that the spam classification rules adapt to the message features and these are modified daily by spam creators.
  2. Write the following text in the message subject, depending on the type of incorrect detection:
    • In the case of false positives:
      legit report panda - [client] [yyyy-mm-dd]
    • In the case of false negatives:
      spam report panda - [client] [yyyy-mm-dd]
  3. Send the email to the following email address, depending on the type of incorrect detection: 
    • In the case of false positives:
      notspam@pandasecurity.com
    • In the case of false negatives:
      spam@pandasecurity.com

Panda Security will analyze email messages within 24 hours approximately. Emails will be treated appropriately, updating the anti-spam protection rules if necessary.

 

Help nº- 20121115 31377 EN
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