How to Manage and Release Emails from Proofpoint Quarantine

Managing Proofpoint Email Quarantine

Understanding Proofpoint Email Quarantine

Proofpoint is an email security system that helps protect your organization from spam, phishing, and malicious emails. Sometimes, legitimate emails may be flagged and placed in quarantine. This article provides guidance on how to handle quarantined or blocked emails.

What to Do When an Important Business Email is Quarantined

If you discover that an important business email has been quarantined by Proofpoint, follow these steps:

1. Contact your IT support team immediately
2. Ask them to verify the email's legitimacy
3. Request that they release the email from the quarantine list
4. If the sender is a trusted contact, ask to have their email address added to a safe sender list

Handling Blocked Emails

When an email you've sent or are expecting to receive has been blocked by Proofpoint:

1. Check the delivery alert notification, which typically provides a 'View Message' option
2. Contact your system administrator or IT support for assistance
3. Request that the blocked email be marked as a 'false positive' to prevent similar blocking in the future
4. In some cases, you may have options to suspend delivery alerts for 1, 3, or 24 hours while the issue is being resolved

Releasing Emails Stuck in Quarantine

If an email is stuck in Proofpoint quarantine:

1. Try to release it directly through the Proofpoint interface by clicking the 'release' or 'release and approve' option
2. If direct release doesn't work, gather specific details about the email:
   • Sender's email address
   • Email subject
   • Date and time received
3. Contact your IT support team with these details for manual release or further investigation

Troubleshooting Email Sending Issues After Quarantine

If you're unable to send an email after a previous quarantine incident:

1. Check the Proofpoint interface for any pending alerts or blocked messages
2. Contact your IT support or system administrator to manually release the email
3. Ask them to investigate and report the email as a potential false positive
4. Verify that the recipient's email address is correct
5. Check if there are any ongoing system-wide email delivery issues

Contact Information

For assistance with Proofpoint quarantine issues, please contact your organization's IT support team or system administrator.