Sophos UTM: How to report undetected Viruses/Spam emails

  • Article ID: 115670
  • Updated: 10 Apr 2015

Sophos UTM: How to report undetected Viruses/Spam emails

Known to apply to the following Sophos product(s) and version(s)


Sophos UTM Software Appliance

Operating systems

V8, V9

What to do

Note:

  • Only submit samples that are no more than 3 days old.
  • Your email must be submitted to support@sophos.com.

Submitting samples

  1. Export the email from your mail client as *eml or *msg.
  2. Zip the file and encrypt it with a passphrase.
  3. Open a support ticket and add the file with following information:

For viruses:

  • Single or Dual Scan activated?
  • Attached the Zip file and the related SMTP logfile

For spam:

  • Which mail server is in place?
  • Which email client is in place?
  • Attached the Zip file and the related SMTP logfile 

 
If you need more information or guidance, then please contact technical support.

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