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How to submit samples of legitimate email being tagged as spam and undetected spam

    • Updated:
    • 6 Aug 2015
    • Product/Version:
    • Trend Micro Internet Security 2009.All
    • Trend Micro Internet Security 2010.All
    • Trend Micro Internet Security for Dell 16.6
    • Trend Micro Internet Security Pro 2009.All
    • Trend Micro Internet Security Pro 2010.All
    • Platform:
    • Windows 7 32-bit
    • Windows Vista 32-bit
    • Windows XP Home
Summary

This solution shows how you can send samples to Trend Micro of legitimate email that is detected as spam (false positives) or undetected spam (false negatives).

Details
Public

For legitimate mail detected as spam, you can send the samples to: false@support.trendmicro.com.

For undetected spam, please follow these guidelines:

  • The spam sample should be an MSG or EML file.
  • The spam sample should be the original mail and not forwarded.

To obtain the original spam mail, follow the steps below:

  1. Create a new folder on your Desktop.
  2. Drag all the undetected spam samples to the new folder from your inbox.
  3. Zip the undetected spam samples and password-protect the file with “novirus”, without the quotation marks.
  4. Create a new email and attach the ZIP file.
  5. Send the message to spam@support.trendmicro.com
Premium
Internal
Rating:
Category:
Troubleshoot; Remove a Malware / Virus
Solution Id:
1055473
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