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Performance Issue: Cornell Google Workspace - Email incorrectly marked as spam

Last Updated:
2023-01-25 11:36:02
Event:
2023-01-12 09:47:00
Status:
Closed
Brief Description:
CIT is investigating reports that emails sent or forwarded to Cornell's Google Workspace Tenant are being marked as Spam.
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
The issue has been resolved. Following actions taken by IT staff and Google support, mis-tagged emails are no longer appearing in reports. Users are advised to regularly check Spam folders for false positive (mis-tagged messages).
Services Affected:
Email and Calendar
Subsites Affected:
Cornell Google Workspace for Faculty and Staff
Cornell Google Workspace for Students
Full Description:
CIT is investigating reports that emails sent or forwarded to Cornell's Google Workspace Tenant are being marked as Spam.
CIT TDX ID:
912722



Timeline of Changes

Description Current Status Date Time
CIT is investigating reports that emails sent or forwarded to Cornell's Google Workspace Tenant are being marked as Spam. The issue has been resolved. Following actions taken by IT staff and Google support, mis-tagged emails are no longer appearing in reports. Users are advised to regularly check Spam folders for false positive (mis-tagged messages). 2023-01-25 10:43:15
CIT is investigating reports that emails sent or forwarded to Cornell's Google Workspace Tenant are being marked as Spam. On the advice of Google support, Cornell IT staff continue to monitor email in Cornell Google Workspace for mis-tagged email sent by Cornell users, to remove the spam tags causing these emails to be delivered incorrectly. This allows mis-tagged email to be moved to the recipient's Inbox. According to Google support, this process will also update the Cornell Google Workspace Spam Filtering Data and reduce the incidence of mis-tagged email. Reports are showing significantly fewer mis-tagged messages from Cornell senders being tagged as spam. IT staff will continue to monitor the issue. An update on the issue from Google support is expected Monday, January 23, 2023. 2023-01-22 16:36:46
CIT is investigating reports that emails sent or forwarded to Cornell's Google Workspace Tenant are being marked as Spam. The issue of email being incorrectly identified as spam by Google continues. Some users have reported back that their mail is being delivered correctly, while for others the issue remains. Cornell IT staff are still working with Google Support to resolve the issue. In addition, a Severity A case has been opened with the Microsoft Premier Support Team. While the cause of this issue does not appear to be related to our Microsoft Exchange Service, all potential causes are being explored. The Microsoft case has been internally escalated to the Microsoft Backline Engineers. An ETA on updates from that internal Microsoft team has not been provided at the time of this update. IT staff continue to recommend that users check the Spam folder in their Google Accounts for mis-tagged email and continue to report these mis-tagged emails to Google. 2023-01-19 16:44:42
CIT is investigating reports that emails sent or forwarded to Cornell's Google Workspace Tenant are being marked as Spam. IT staff continue to work with Google Support to properly identify the root cause of the mis-tagging of email as spam within our tenant. Users have also reported that this issue has affected mail sent to personal Gmail accounts when sent from @cornell.edu email addresses. It is recommended that users check their Spam folder in Google and Gmail accounts for mis-tagged email from cornell.edu. 2023-01-17 13:00:35
CIT is investigating reports that emails sent or forwarded to Cornell's Google Workspace Tenant are being marked as Spam. IT staff are working with the vendor to understand the issue and get guidance from the vendor on a solution. In the meantime, users are advised to routinely check Spam and Junk folders for messages that may have been incorrectly identified by their email client as spam. 2023-01-13 10:30:23
CIT is investigating reports that emails sent or forwarded to Cornell's Google Workspace Tenant are being marked as Spam. CIT is investigating and has contacted the vendor. 2023-01-12 10:11:25