HEX SpamLab Links Invalid

Note: This help article applies only to Hosted Exchange. If you are not sure which email service you use, you can find more information in the following article.

https://www.green.ch/en/which-email-service-do-i-use

The links in SpamLab reports refer to a specific email in quarantine. A link generally works only as long as the referenced message is still present there.

Why Does a SpamLab Link No Longer Work?

A SpamLab link may become invalid if the linked message is no longer present in quarantine. This may occur for the following reasons:

The email has already been released.
The email has been deleted.
The email has been moved.
The email is no longer available due to the retention period.

In these cases, the link can no longer find the relevant email. Depending on the situation, an error message may appear or quarantine may open without displaying the expected message.

A SpamLab link that does not work therefore does not automatically mean that there is a problem with quarantine, email delivery or spam filtering. The referenced message has often already been processed or is no longer in quarantine.

Search for the Message Directly in Quarantine

If a SpamLab link no longer works, search for the message directly in quarantine:

Sign in to the EdgePilot portal.
Open the “Email Threat Protection” section.
Go to “Quarantine”.
Search for the relevant message.
Check whether the message is still present.
Release the message if required.

You can find more information about managing quarantine in the following article:

https://www.green.ch/en/manage-hosted-exchange-quarantine

If the Message Is No Longer Present

If the message is no longer displayed in quarantine, it may already have been released, deleted, moved or removed due to the retention period.

In this case, check:

the recipient’s inbox
the recipient’s spam or junk folder
whether the message has already been released
whether another person with administrator permissions has processed the message

If the Message Is Still Present in Quarantine

If the message is still present in quarantine, access it directly through the EdgePilot portal. According to the available information, it is not possible to technically repair the invalid link.

Note: If the message is still present in quarantine but the SpamLab link does not work, or if the message cannot be opened or released through quarantine, contact Support.

Further Information

You can find more information about spam filtering and quarantine in Hosted Exchange in the following articles:

https://www.green.ch/en/how-do-i-manage-my-spam-filter-in-edgepilot

https://www.green.ch/en/hosted-exchange-spam-filter-policies

https://www.green.ch/en/hex-everything-about-spam-and-quarantine