FAQ: Proofpoint
1. Why is my legitimate email to an external recipient quarantined by Proofpoint?
As anti-spam works on heuristics to determine if an email is a spam, some legitimate email sent to external recipients could inadvertently be blocked.
2. How can I send the quarantined email to my external recipient?
You will receive the notification email if your email is quarantined by Proofpoint. You can click on “Release” in the notification email to deliver the email to your recipient.
3. When will I receive the notification email when my outgoing email is quarantined by Proofpoint?
You will receive the notification within seconds to allow you to review and release any legitimate email to your recipient without delay.
4. If I have an email redirection to my external email address, will I still receive the notification email if the email sent from my NUS-ID account is quarantined by Proofpoint?
Yes, you will receive the notification email in your external email address. You can click on “Release” in the notification email to deliver the email to your recipient.
5. Will quarantined emails get purged automatically?
Yes, they will be purged after 30 days. Please check your notifications regularly to release any legitimate emails, as they are not recoverable once they are purged.
6. I found a suspicious spam email in my Sent Items folder, which was sent to an external recipient and not quarantined by Proofpoint. What should I do with it?
Report to itcare@nus.edu.sg immediately by attaching the spam email in your email.
7. Will this affect the Sent date and time of the quarantined email after it was released from Proofpoint?
No, it will show the original Sent date and time of the email from your mailbox.
8. What is the purpose of "Block" in the notification email?
Click on Block if you do not wish to send the email. If no action is taken, the quarantined email will be removed after 30 days.
9. If I have accidentally deleted the notification email, how can I release the quarantined email?
You can try to recover the notification email. If cannot recover it, the quarantined email will be automatically deleted after 30 days.
Resend the email from the Sent Items, you will get a new notification email from which you can release it.
