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What is Proofpoint and how does email quarantine work?
Managing Your Blocked Senders List
Missing Emails
Email Warning Notifications
Known Issues
What is Proofpoint?
Proofpoint is the University's new email security gateway. It automatically scans all incoming email and blocks spam, phishing attempts, and other malicious messages before they reach your inbox.
What is quarantine?
Quarantine is a secure holding area on the mail server where emails suspected of being spam or malicious are stored instead of being delivered to your inbox.
Will I be notified when a message is quarantined?
If emails addressed to you are quarantined, you will be notified via a daily quarantine digest email.
You can also access quarantined emails via the Proofpoint User Portal (udel.edu/it/proofpoint).
Note: To access the web portal, sign in with your UD account. If you have not set up Microsoft Authenticator for UD MFA, follow these setup instructions. If you cannot sign in because of a password or MFA issue, change your password or contact the AskIT Support Center for assistance.
Shared Mailboxes: Quarantined messages for shared mailboxes must be managed through the quarantine digest email, as shared mailboxes do not have access to the Proofpoint User Portal.
I don’t want my email to be quarantined/marked up. How do I turn this off?
Individual users cannot turn off Proofpoint filtering, quarantine, link protection, or security warnings. These protections are applied to help protect UD accounts and data. If you believe a legitimate message is being blocked or marked incorrectly, email AskIT@udel.edu so the issue can be reviewed.
How do I view messages that are quarantined?
For instructions, see this article: How to Review and Release Email from Quarantine.
How do I release an email from quarantine that isn't spam?
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Check the box to the left of the message.
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Click Release, or click Allow Sender if you want all future emails from that sender delivered directly to your inbox
Note: Released messages may take up to one hour to appear in your inbox.
How long are quarantined emails kept?
Quarantined emails are kept for 30 days and then permanently deleted.
Could any of my legitimate emails be affected?
Automated notifications, invitations, vendor mailings, newsletters, and similar bulk email messages may be routed to quarantine (this is based on the vendor's spam algorithm).
To review and release emails from quarantine, see this article: How to Review and Release Email from Quarantine.
How does email filtering work?
The Proofpoint Protection Server scans all incoming and outgoing email and assigns each message a score based on its likelihood of being spam or malicious.
Messages with higher scores are more likely to be considered spam. For example, a message scored at 100 has a 100% probability of being spam and will be placed in your Spam Quarantine.
You can review quarantined messages at any time by logging in to the Proofpoint User Portal. You will also be sent a digest when you have messages in quarantine.
Why can I not access the user portal?
To access the web portal, sign in with your UD account.
If you have not set up Microsoft Authenticator for UD MFA, follow these setup instructions.
If you cannot sign in because of a password or MFA issue, change your password or contact the AskIT Support Center for assistance.
How do I block a specific email address?
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Log into the Proofpoint User Portal.
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In the lower left, select Lists.
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Select Blocked Senders List.
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Click New at the top of the screen.
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Enter the email address you want to block.
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Click Save.
The address will now appear in your Blocked Senders List.
How do I make sure emails from a specific sender always reach my inbox?
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Log into the Proofpoint User Portal.
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In the lower left, select Lists.
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Select Safe Senders List.
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Click New at the top of the screen.
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Enter the email address you want to allow.
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Click Save.
The address will now appear in your Safe Senders List.
I didn’t receive an expected email—what should I do?
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Check your daily quarantine digest.
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Search your inbox.
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Contact AskIT@udel.edu if still missing.
What do the warning banners mean?
Email clients may display warnings noting external senders. The notifications may look different between various email clients such as Outlook, Gmail, and MacMail.
What does “sent via” mean at the top of an email?
This is behavior that is seen in the Google email client, noting that the address sending the message is not the same as the actual account being used. These are normally sent from services like MailChimp, which UD uses for broadcast communications.
Should I trust emails with warnings?
Before clicking any links, verify the link and source. If you believe that the link is suspicious, report it to Ask IT.
Why do I see “External Sender” warnings?
These are emails that are being sent from outside of UD. Google and Microsoft will note that the emails originate from another source.
Why do Google Group emails trigger warnings?
External senders posting to groups are likely to be flagged with a ‘This message wasn't sent to spam due to your organization's email settings.’ message in the GMail web interface. This is expected behavior during rollout.
I released an email from Quarantine but it is still not showing in my inbox?
Once the email is released from Quarantine, it can take up to 1 hour for the email to show in your inbox.
Why am I seeing “https://urldefense.com” over all of the links in emails?
Proofpoint uses URL rewrites in emails to protect against embedded links. If you click a link and it is malicious, you will be redirected to a site noting that the link was dangerous.