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Whitelisting Issue using Roundcube

whipworks
Hi, We use Rouncube to check emails, but for some reason a particular email address keeps going straight to the spam/junk folder. Roundcube doesn't seem to have a filter option to whitelist the said domain name to go through. So we went to the CPanel control panel, into spam assassin and whitelisted it there. But that didn't seem to have worked. It still goes straight to spam/junk folder. Then we tried switching to Horde, because Horde seems to have a whitelist option. We whitelisted it there. But that didn't work as well. So what are we doing wrong here? Or has this happened before? Thank you in advance.

Comments

4 comments

Date Votes
  • cPanelLauren
    Hello, What is noted in the headers for the email that is moved to spam? Does someone also have an email client connected to the account?
    0
  • whipworks
    Hello, What is noted in the headers for the email that is moved to spam? Does someone also have an email client connected to the account?

    Hi Lauren, Which line am I looking for on the header? It's quite long. I believe they are using Outlook for their client.
    0
  • whipworks
    Starting to notice a lot of valid emails going straight to spam. Any idea as to why this is happening?
    0
  • cPanelLauren
    The full headers would be helpful, especially the SpamAssassin portion that uses X-SPAM-* and looks similar to this if available: X-Spam-Status: Yes, score=6.5 X-Spam-Score: 65 X-Spam-Bar: ++++++ X-Spam-Report: Spam detection software, running on the system "server.myhostname.tld", has identified this incoming email as possible spam. The original message has been attached to this so you can view it or label similar future email. If you have any questions, see root\@localhost for details. Content preview: Sent from Yahoo Mail on Android Sent from Yahoo Mail on Android Content analysis details: (6.5 points, 5.0 required) pts rule name description ---- ---------------------- -------------------------------------------------- 0.0 URIBL_BLOCKED ADMINISTRATOR NOTICE: The query to URIBL was blocked. See http://wiki.apache.org/spamassassin/DnsBlocklists#dnsbl-block for more information. [URIs: onelink.me] 3.7 SERGIO_SUBJECT_PORN014 F\*\*\* garbled subject 0.0 FREEMAIL_FROM Sender email is commonly abused enduser mail provider [someuser1[at]yahoo.com] -0.0 SPF_PASS SPF: sender matches SPF record 0.2 FREEMAIL_ENVFROM_END_DIGIT Envelope-from freemail username ends in digit [someuser1[at]yahoo.com] 0.2 FREEMAIL_REPLYTO_END_DIGIT Reply-To freemail username ends in digit [someuser1[at]yahoo.com] -0.0 RCVD_IN_MSPIKE_H2 RBL: Average reputation (+2) [74.6.135.124 listed in wl.mailspike.net] 0.0 HTML_MESSAGE BODY: HTML included in message -0.1 DKIM_VALID_EF Message has a valid DKIM or DK signature from envelope-from domain -0.1 DKIM_VALID_AU Message has a valid DKIM or DK signature from author's domain 0.1 DKIM_SIGNED Message has a DKIM or DK signature, not necessarily valid -0.1 DKIM_VALID Message has at least one valid DKIM or DK signature 2.0 PYZOR_CHECK Listed in Pyzor (https://pyzor.readthedocs.io/en/latest/) 0.5 REPTO_QUOTE_YAHOO Yahoo! doesn't do quoting like this 0.0 FSL_BULK_SIG Bulk signature with no Unsubscribe X-Spam-Flag: YES Subject: ***SPAM*** somesubject
    If you're not using SpamAssassin and they're using outlook to check their mail, it may be the mail client putting email into spam.
    0

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