What are the URLS for the various Webroot pages?

(Replace the word cluster with the number of the cluster provided to you)

Main Portal: http://emailcontrolCluster.altman.co.uk

End User Console:http://emailcontrolCluster.altman.co.uk/user
End User Administrative Console:http://emailcontrolCluster.altman.co.uk/useradmin/

Help:http://manual.emailfiltering.com/

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What is the maximum attachment size I can send?

The total maximum message size allowed is 50mb.

This is calculated from the message size, and the number of recipients.

Eg.

Email size = 1MB - Number or recipients = 50 Total send = 50MB.

Email size = 50MB - Number or recipients = 1 Total send = 50MB.

An email with a 1MB attachment cannot be sent to 55 people as it will exceed the threshold.

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What virus engines are in use?

If you have subscribed to Anti-Virus filtering, then messages sent or received by your organisation will be subjected to scanning by multiple virus engines. Since virus filtering is provided within the context of a managed service, the anti-virus filtering module is constantly updated on your behalf to ensure that the latest sets of virus fingerprints are applied to all your email traffic.

There are three different virus filters that are used to filter all inbound and outbound mail for viruses.

Signature Detection

Auxiliary Signature Detection and Heuristic Analysis

Real-time Recurrent Pattern Detection (Zero Hour)

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How long is the email history held for? (if no archiving)

Email from the past 28 days is logged in the ‘Mail in’, ‘Delivery’, ‘Spam’, ‘Virus’ and ‘Quarantine’ logs.

After 28 days this information is summarised in the ‘history’ section.

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I'm not getting any mail - what should I check?

Pending Mail log in Webroot portal – it will show any returned errors.

Correct IP address specified for your mail server on the Webroot portal.

Event Logs/Email server logs.

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How do end users handle their own spam?

Certain or all end users can receive daily spam reports, or they can use the end user portal.

This allows users who have been given the access to this to release false-positives and more.

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Why do certain files get stalled as virus

Some messages that you receive or send may be un-scannable by the virus filters. Examples of such messages include those containing password encrypted zip files or Excel files. If we cannot be 100% sure that the attachment is virus free, it will be stalled.

To allow encrypted mail through from trusted sources see our Webroot How To guides on http://www.altman.co.uk/support/support_email_cms.php

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How do I manage signatures?

Signatures can contain static text or dynamic text based on the email sender. The signature can also contain images and interactive HTML code. These can be configured at a domain or group level meaning one change will update every user.

Outbound signatures can be customised based on the sending email address, enabling consistent personalised branding and dynamically updated content. The standard outbound signature (text and html) can be customised to include specific tokens which are replaced with the relevant attributes which have been synchronised from the LDAP directory, when the signature is created and applied to the message by the filtering service

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How do I configure outbound monitoring with Exchange?

If outgoing mail is to be scanned, then your servers must be configured to send mail via the Managed Filtering Service. These steps add to the company’s security and eliminate the possibility of servers being used as open relays. Full details on the outbound servers will have been sent with the initial email confirming the MX record change.

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How do I change/check my MX records?

There is an automatic check that verifies your MX records are correctly setup. This is particularly important as incorrect configuration of the MX records may result in service unavailability if all the published MX records are not available and configured against your domain.

You can check your MX records using an internet MX Record tool such as http://www.mxtoolbox.com/.

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How do I report occurrences of undetected spam?

Spam messages should be submitted to spam@altman.co.uk. These messages will be fed directly into the anti-spam training systems, ensuring that current and future variants of spam messages are detected and blocked by the filtering service before entering your network.

Due to the nature of spam, it is very important that the systems are able to analyse as much of the mail as possible. For these reasons, spam messages must be submitted to the spam mailbox as "forwarded attachments" and not as text attachments. Unfortunately, any messages not in the correct format cannot be processed.

In order to forward messages as "forwarded attachments" you may have to re-configure your mail client or use different features. In the majority of cases, these are simple changes.

Outlook

1. Select the Options... menu item from the Tools menu in the main Outlook message view
2. A property sheet will pop up. Make sure that the Preferences tab is selected. This should be by default
3. Press the button E-mail Options..., which will bring up a new page
4. Set the option titled "When forwarding a message..." to Attach original message

Outlook Express
Outlook Express provides a menu item to forward messages as attachments. Simply use the "Forward as Attachment" menu item instead of the "Forward" menu item.

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I am changing my ISP, what do you need to know?

In order to provide additional security against compromised machines within your organisation that could be used to send spam, we use Trusted IP settings for outgoing mail. This only accepts outbound messages where the sender email domain within the message itself, matches the Domain Name specified. In cases where the domain name does not match, then the message will be bounced.

If the IP address of your email server changes with the ISP then we will need to be informed via mail/email from an authorised user.

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WEB SECURITY SERVICE

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How can I login to the Web Security service?

Go to the following URL

https://weblogin.webroot.com

Login with your email address and password that was initially created for your account.

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Why won’t the DWP (Desktop Web Proxy) automatically resolve a user name and password?

For this situation, do the following:
• Check your firewall. Ensure that your organizational firewall allows access to port 80, 443, and 3128 to the IP address range detailed on your Provisioning Notification Document. This access allows the DWP to issue commands to the Web Security Service to resolve the credentials.

• Select the Enable Automatic User Name Resolution option from DWP’s System Configurations menu. See DWP configurations.

• Make sure that the user name exists on the Web Security Service or the Enable DWP User Creation function is enabled on the Account. You should either synchronize the user names directly from your LDAP directory or enable the DWP to create the users on demand. See Enabling the Account to use DWP.

• Check that the DWP is operating inside your configured IP range. You can only resolve a user name from within your IP range, which is configured on your account in the Management Portal. If the DWP tries to resolve the user name and password outside of the configured IP range, it will fail and you must add it manually. Once it is resolved, it stays cached.

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How can I create a mass rollout of the DWP ?

• DWP is an MSI file, so you can use many command line swiches. For example -

DWP Setup.msi /quiet

will install Silently (ie no user intervention required).
For a complete list of command-line options, use /help.

• Installing using Group Policy Object (GPO)
You can install and deploy (publish) DWP using GPO.You will find the necessary information in

Microsoft’s Help and Support sites:
http://support.microsoft.com/default.aspx?kbid=314934

Expand On This Page to display all related subtopics.
http://support.microsoft.com/?kbid=302430

This site describes how to assign or publish software to users using GPO.

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I am seeing the following Web page popup: “You are connecting from a location that requires you to logon.”

This Web page typically means that the DWP was unable to resolve the user name and password
for the user. You should check all the items listed in the question
"Why won’t the DWP
automatically resolve a user name and password?"

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How do I enable the DWP to work for dial-up connections and VPNs?

To enable the DWP to work for certain dial-up and VPN connections, go to Internet Explorer and
select the Tools, Internet Options menu. Select the Connections tab. The text box labeled
Dial-up and Virtual Private Network Settings lists any additional connections. If you want to
enable DWP on any of these, select the connection and click Settings. A dialog opens to configure
the DWP proxy settings, which are typically an address of localhost and a port number of 3128.

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Can the DWP support Fast User Switching on Windows XP?

Yes, DWP supports Fast User Switching.

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Where can I find user guides for Web Security ?

There are a number of user and technical guides. See below -


Web Security Service Administrator Guide - Details the procedures to configure the Web Security Service management portal.

https://weblogin.webroot.com/resources/WWSS_AdminGuide.pdf

Web Security Service Getting Started Guide - High level tasks to use the management portal

https://weblogin.webroot.com/resources/WWSS_GetStarted.pdf

Desktop Web Proxy Configuration Guide - Set up for transparent Web filtering

https://weblogin.webroot.com/resources/DWPConfigGuide.pdf

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Where can I access further help information ?

See below -

https://weblogin.webroot.com/branding/webroot/help/wwhelp/wwhimpl/js/html/wwhelp.htm

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Why do I occasionally see the notification, “Connecting to the Internet Directly” when connection to the Web Security Service isn't available?

This message appears if you have enabled the Dynamic Hot Spot Management feature in the
DWP’s System Configurations menu. When in this mode, if the DWP cannot access the Web
Security Service, it attempts to go direct for a period. Normally this happens in hot spot
environments when the hot spot re-routes the requests for the purposes of sign-up. However, when
you first turn on your computer and there is no network present, or the route out of your network to
the Internet is not available, you may see this popup. Unless the computer is used for mobile, this
setting should always be disabled.

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