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Technical Support

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Domains added to whitelists keep being detected as spam in Adaptive Defense 360/Endpoint Protection Plus

Information applies to:

Products
Adaptive Defense 360
Adaptive Defense 360 on Aether Platform
Endpoint Protection Plus

Symptom

I have whitelisted a domain in the exclusion list but mails from that domain are still detected as spam.

Description

Although the From domain has been whitelisted, if you check the header of the email, you will notice that the real "mail from" field (Return-Path line), indicates a different domain. This is a technique known as Bounce address, used for marketing purposes such as reputation and delivery actions. See more info.

Solution

  1. Check the Return-Path line (also named reverse path, envelope from or others) in the header of the email to verify the exact domain the email is coming from.
  2. Then, add the domain to the exclusion domain list or whitelist and force the download of the configuration as follows:


    • If Windows XP:

      Ensuring you are using the Administrator account, type the following in the Command line console:

      cd %ProgramFiles%\Panda Security\WaAgent\WasLpMng and click Enter.

      WAPLPMNG walconf -force -realtime and click Enter.
    • If Windows Vista, Windows 7 or Windows 8, go to C:\Windows\system32\, right click cmd.exe file, select Run as... and select the Administrator account. Then, type the following in the Command Line console:

      cd %ProgramFiles%\Panda Security\WaAgent\WasLpMng and click Enter.

      WAPLPMNG walconf -force -realtime and click Enter.
  3. Verify now the issue is solved.

Help nº- 20170601 50069 EN

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