Follow the guidelines on this page for recommended actions during a spam or virus storm.
Spam Outbreaks
The message security service continuously updates its spam filters with signatures for new types of spam. However, during a large-scale spam outbreak, there may be a short time period during which new spam can pass through the filters before they are updated. For most of these types of outbreaks, you don't need to take any action or change your Postini configuration. The message security service immediately begins collecting data to update spam filters. Once updated, the filters begin blocking the spam messages.
However, if your users are repeatedly receiving a specific type of spam message, follow the steps below. See also Spam got through and Set up content filters in the Postini Help Center for more instructions.
1. Check to see if an issue is posted on the Postini & Apps Status Dashboard.
Get the latest information about spam and virus storms from the Postini & Apps Status Dashboard and the Postini Known Issues page. You can sign up for an RSS Feed for the Dashboard to receive updates when issues do occur.
2. Check the Spam Filter Status Dashboard.
Go the Postini Realtime Filter Status Dashboard. This page provides information about the latest updates to the Postini Spam Filters.
3. Run the Postini Message Analyzer and submit samples.
Go to the Message Analyzer to upload message headers and analyze messages. Postini inserts custom tags into the message headers of processed email. The Message Analyzer uses these tags to determine why a message was quarantined or allowed through. To analyze your message, copy and paste the message header into the window or select a message file to upload, and then press Analyze Message.
For instructions, see Submit spam samples, and click the Help links on the Message Analyzer page. See also the criteria for submitting spam messages.
4. Continue monitoring the Postini & Apps Status Dashboard.
Go the Postini Realtime Filter Status Dashboard and the Postini Realtime Filter Status Dashboard for updates.
If the above does not resolve your issue or you would like more information, please open a support case through the support portal.
Virus Outbreaks
There is a lag time between the initial outbreak of a virus and the implementation of an update to the antivirus definition file that allows the virus engine to detect (and thus quarantine) the virus. This time is usually very short, but on rare occasions, new viruses might get through in the meantime, so the email may contain a virus that the virus engine did not initially know about. If this occurs, follow the instructions below.
See also A virus wasn’t quarantined for additional information and instructions.
1. Check to see if an issue is posted on the Postini & Apps Status Dashboard.
Get the latest information about spam and virus storms from the Postini & Apps Status Dashboard and the Postini Known Issues page. You can sign up for an RSS Feed for the Dashboard to receive updates when issues do occur.
2. Run a Health Check.
Health Check shows you the best practices and recommended settings for Postini. You can maximize the performance of the service by making a few quick changes to your configuration if necessary. Click the Health Check tab in the Administration Console to review your settings and to identify any settings that you may need to adjust. For more instructions and recommendations about your virus settings, see Run a Health Check.
3. Submit a Virus Sample.
For instructions, see Submitting virus samples to Postini.
4. Continue monitoring the Postini & Apps Status Dashboard.
See the Postini & Apps Status Dashboard for updates.
If the above does not resolve your issue or you would like more information please open a support case through the support portal.