MailGuard Spam/Virus Filter FAQ

Is there a manual for using the MailGuard system?

The MailGuard Message Center User Guide is available on our site.

How do I know when I have messages in quarantine?

You should log in to your Message Center periodically to review your quarantined messages, deliver any legitimate messages, and remove junk messages. You will receive an email notification on a regular basis in your inbox if any messages have been quarantined.

How do I get technical support?

Contact your Integra Telecom ISP Support team, toll-free, at (866) 871-1114.

What if I don't want my email to be filtered?

Set Junk Email Blocking to off in the Junk Email Settings page of your Message Center or call, toll-free, (866) 871-1114. We would be happy to do it for you.

Why do I need to enable cookies when logging into my Message Center?

Cookies are only used to identify and validate users. When the "Remember my Address and Password " checkbox is checked, the cookie will not expire until the "Logout" link is clicked. The persistent cookie contains the email address of the user who last logged in to the Message Center. All other cookies expire within 40 minutes or when the browser is exited.

What happens to messages I have delivered from the Message Center?

The messages are sent to your inbox and a copy is placed in the Delivered folder of your Message Center.

What happens to messages I delete from quarantine?

When messages are removed, they will be completely purged from the Removed items folder approximately 2 days after removal. If you would like the purge to be immediate, click on the "Empty Trash" button from the Removed folder. Unless specifically removed, messages will be quarantined for 14 days.

Why can't I log in? What if I have trouble getting in to my Message Center?

If you enter an incorrect email address or password on the log in screen, the system will display a page indicating you have failed authentication. Double-check to make sure your CAPS LOCK key is off and that you have correctly entered your full email address and password.

Can I import my contacts or address book?

No. You can manually enter them. We suggest adding the domains, if practical, so you do not reach the character limit for the Approved Sender list.

What if messages are quarantined that I want delivered to my email inbox (false quarantines)?

Adjust your spam filters to a more lenient setting and add senders to your Approved Senders list.

What if a lot of junk email is still getting through?

The heuristic filters can block up to 95% of spam from reaching your inbox. Unwanted messages can still get through. Follow the suggestions below to maximize your filter effectiveness:

Increase your settings. The more aggressive the filter setting, the fewer junk messages will reach your inbox. Please note that the more aggressive the setting, the more often you should visit the Message Center to confirm that legitimate messages are not quarantined. If they are, add those senders or domains to your Approved Sender list.
Review your Approved Mailing List. Do you have other email addresses forwarding to this account? Check to be sure your addresses are NOT on the Approved Mailing List.

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