Postini Transition to Google Apps Email Security: Support

Introduction | 1. Get started | 2. Configure Apps | 3. Enable passthrough | 4. Change MX | Support

Important: Use this guide only if you use the integrated version of Postini, which means you can access both Postini and the Google Admin console with one login, and users are automatically synchronized between the two systems. If your organization uses a non-Gmail mail server, and if you sign in only to the Postini Admin console to manage your Postini service, see the Transition Guide for Postini classic customers.

Transition webinars

No webinars are scheduled at this time, but you can view a recording of a webinar presentation.

Technical FAQs

If you have questions, or if you need troubleshooting assistance during or after your transition, please refer to the following frequently asked questions and answers. If you need help before you begin your transition, please see the General FAQs.

Important: Make sure you instruct your users to click the Report spam button in Gmail when they receive spam. By marking messages as spam in Gmail, your users provide specific information to our filters about their mail preferences, and we customize the filters accordingly. For more details about the steps you can take to reduce the amount of spam, see the FAQs below.

How do I know that it's time for me to begin my transition to Google Apps email security?

We have sent notifications to eligible customers, and those communications contain detailed instructions for your transition, including the deadline for completing the process.

After switching my MX records to Google Apps, it looks like I'm having trouble with mail delivery. How can I troubleshoot this issue?

If you're experiencing problems after switching your MX records to Google Apps, please do the following:

  • You may need to delete an entry in your Outbound gateway settings in the Google Admin console (see "What if I made changes to my Outbound gateway when setting up Postini?").
  • You may need to delete an entry in your Inbound gateway settings in the Google Admin console (see "What if I made changes to my Inbound gateway when setting up Postini?").
  • You may need to delete an entry in your Email whitelist settings in the Google Admin console (see "Why are my users getting a huge amount of spam after starting my transition?").
  • If you created an SPF record for Postini, you'll need to remove your Postini entries (see "What if I configured an SPF record for Postini?").
  • For general troubleshooting steps when changing your MX records, see Troubleshooting MX Records.
What if I made changes to my Inbound gateway when setting up Postini?

During your Postini setup, you may have used email gateways to route incoming email to Postini IP addresses to improve spam handling. Before changing your MX records to Google Apps, you need to delete this entry from your Inbound gateway settings in the Google Admin console.

To check your inbound mail gateway, and to delete the entry:

  1. Sign in to the Google Admin console.
  2. Click Google Apps > Gmail > User settings. Where is it?
  3. Scroll down to the Inbound gateway section.
  4. If there is an entry in the text field, delete this entry so that the field is empty as shown below.
  5. Make sure the check box is cleared as shown below.
  6. Click Save changes.

If you need additional details and instructions, see Inbound mail gateway in the Help Center.

What if I made changes to my Outbound gateway when setting up Postini?

During your Postini setup, you may have routed outbound emails to a Postini SMTP server. Before changing your MX records to Google Apps, you need to delete this entry from your Outbound gateway settings in the Google Admin console.

To check your outbound mail gateway, and to delete the entry:

  1. Log into the Google Admin console for your domain.
  2. Click the Settings tab and then select Email in the left column.
  3. Scroll down to the Outbound gateway section.
  4. If there is an entry in the text field that ends with .OBSMTP.COM, delete this entry so that the field is empty as shown below.
  5. Click Save changes.

If you need additional details and instructions, see Outbound mail gateway in the Help Center.

What if I configured an SPF record for Postini?

When you set up Postini, you may have created a Sender Policy Framework (SPF) record for your domain. If you created an SPF record for Postini, you'll need to remove your Postini entries before changing your MX records to Google Apps. For instructions on changing your SPF records, see SPF records and Configuring SPF for outbound services in the Help Center.

My users are receiving more spam following our transition. What can I do to reduce the amount of spam?

Do the following if you notice your users are receiving more spam:

  • Instruct your users to click the Report spam button in the Gmail interface.
    By marking messages as spam in Gmail, your users provide specific information to our filters about their mail preferences, and we customize the filters accordingly. Additionally, when your users report messages as spam, it provides vital information to our Support team to investigate spam that may be getting through.

  • Add senders to a blocked sender list.
    For instructions, see Blocked senders setting.

  • You may need to delete a Postini IP address entry in your Email whitelist settings in the Google Admin console.
    An email whitelist is a list of IP addresses from which you want your users to receive emails. Mail sent from these IP addresses should not be marked as spam. If you entered a Postini IP address in this field, it's important to delete this entry during your transition.

To delete IP addresses in the Email whitelist field, follow these steps:

  1. Log in to your Google Admin console.
  2. Click the Settings tab.
  3. Click Email in the left column.
  4. In the Email whitelist section, delete any Postini IP addresses.
  5. Click Save changes at the bottom of the page.
  • Contact Support.
    If the the above steps do not appear to help, please contact Support at postini-transition-to-apps@google.com, or contact your Google reseller for assistance.
My Gmail users are receiving spam. What steps can they take to reduce the amount of spam?

If your users receive spam, instruct them to do the following:

  • Highlight or open the spam message in Gmail, and click the Report spam button, which is located at the top of the screen.
  • Click the Unsubscribe link at the bottom of the email.
  • Enable SmartLabels from the Gmail labs page.

    SmartLabels automatically categorize incoming Bulk, Notification, or Forum messages. To enable this setting, users should click the "gear" icon in the upper-right corner of the screen, click Labels (or click Settings and then click Labels), scroll down to SmartLabels, click Enable, and then click Save Changes. SmartLabel filters can be edited or deleted by navigating to Settings > Filters.
How does spam and virus filtering work with Gmail?

When you reroute your MX records to flow directly to Google, you will automatically begin using Gmail's spam and virus protection instead of Postini's. Gmail's filters offer the following benefits:

  • Integrated spam folder in the Gmail interface - Gmail learns about spam from user interaction, so you should encourage your users to mark messages as spam in the Gmail interface.
  • Automatic blocking of all executables - As a security measure to prevent potential viruses, Gmail doesn't allow you to send or receive executable files (such as files ending in .exe) that could contain damaging executable code.
  • Lower risk of false positives - By relying only on Gmail for spam filtering, you'll experience faster and streamlined intra-domain communication with lower risk of false positives.
Is it possible to configure spam-sensitivity levels in Gmail similar to the controls we use with Postini?

Gmail does not provide spam sensitivity controls; however, spam filtering with Gmail is a learning and interactive system that is simpler for users, and after tuning it yields better results. By marking messages as spam in Gmail -- and by removing other messages from the spam folder -- users provide specific information to our filters about their mail preferences, and we customize the filters accordingly.

All Gmail users receive an equal level of spam and virus protection. The personalized aggressiveness filters used in Postini were developed early in Postini's history when the spam landscape was much different than today, and when Postini's algorithms were much more primitive. While it may appear that these settings give greater customization to individual users, Gmail spam filtering actually provides an improved level of customization.

How can IMAP users (Outlook/iPhone users) view and report spam from their Outlook/iPhone clients?

If you are using IMAP to view your Gmail messages through Outlook or an iPhone mail client, you can locate messages that have been blocked as spam by viewing the folder called [Gmail]/Spam. All messages inside the Gmail Spam folder are synced automatically. You can also report spam messages by dragging a message from the Inbox of your IMAP client and dropping it into the [Gmail]/Spam folder.

How can users of Google Apps Sync for Microsoft Outlook (GASMO) view spam?

Users of Google Apps Sync for Microsoft Outlook can view spam under Junk E-Mail, which is located just below their Inbox.

I have completed my transition, but my users continue to receive Quarantine Summary supports. How can I stop this?

It's possible that you your domain is not enabled for Passthrough mode. To stop the Quarantine Summary reports after you complete your transition, you can enable passthrough mode in the Postini Administration Console (see Enable passthrough).

Some senders (especially spammers) cache a receiving domain's MX records longer than the TTL of the MX records and continue sending messages to the receiving domain's old MX hosts. When Postini filters those messages and quarantines them, it also sends Quarantine Summary notifications. However, if you configure passthrough for an organization, Postini will stop filtering messages sent to users who belong to that org, and these users will no longer receive Quarantine Summary notifications.

How can I confirm that I have successfully completed the Transition?

If you have changed your MX records to Google Apps, you have successfully completed your transition. To confirm that your MX records are changed from Postini to Google, log in to the administration console for your domain provider, and be sure that your current MX records match the format specified in Google Apps mail servers. Note that you will receive an email confirmation from Google 1-2 weeks after changing your MX records.

Where is the Postini Administration Console? Where is the Transition tab?

Follow the instructions below to access the Postini Admin Console. However, note that depending on how far you have advanced in the transition process, you may no longer have access to the Admin Console.

To access the Postini Administration Console and the Transition tab:

  1. Sign in to the Google Admin console.
  2. On the Dashboard page, scroll down to the Service settings section, and click Postini Services console.
  3. Click System Administration to open the Postini Administration Console.

    The Transition tab is located near the upper-right corner of the window.
How can users set up approved senders (whitelists) in Gmail?

To set up approved senders in Gmail, a user can simply add an address to their Gmail Contacts list.

A user can also explicitly whitelist an address by setting up a Gmail filter.

To whitelist a specific email address in Gmail:

  1. On right edge of the search field at the top of the Gmail page, click the down arrow. A window appears for entering your search criteria.
  2. In the From field, enter the complete email address -- for example, jsmith@solarmora.com.
  3. At the bottom right corner of the window, click Create filter with this search.
  4. Select Never send it to Spam.
  5. Select Also apply filter to matching conversations.
  6. Click Create filter.

Messages from this address will not be sent to the Spam folder. For more details, see Using filters.

Introduction | 1. Get started | 2. Configure Apps | 3. Enable passthrough | 4. Change MX | Support