Support Wissensdatenbank

Email does not reach me

In this case, please ensure that the sender has not received an error message. The FireStorm SPAM filter does not delete emails! In the case of a SPAM message, our server does not accept the email from the sender, so that the sender’s server cannot send the email, or the email is stored in the SPAM folder Junk Email.

We use a 5-stage SPAM filter. You can configure Spamassassin (content filter) and MagicSpam (IP filter). Make sure that the email address in question is not included in one of these filters.

Instructions for editing the Spamassassin content filter can be found here: https://firestorm.ch/en/kb/spamfilter-plesk/

Instructions for editing the MagicSPAM IP filter can be found here: https://firestorm.ch/en/kb/spamfilter-magicspam/

If you would like us to carry out any research, we need the following information from you:

• the exact time of dispatch (date + time)
• Sender email address
• Recipient email address
• IP address of the sending mail server
• Log data / excerpt from the sending mail server (if possible)

Send the data to our support team so that we can investigate. Please note that we can only analyse emails from the last 24 hours.