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I have normal messages going to spam! How do I fix it?

Cardinal Cloud uses a state-of-the-art spam fighting system that, unfortunately, can occasionally find some false positives. The good news is that Cardinal Cloud learns from your behavior. What does this mean? It means that there are several steps that you can take to mitigate having messages go to your spam folder (Junk E-Mail in Outlook). You should, however, check your spam folder periodically to make sure you're not missing any messages. We recommend at least once a day. Here are some steps you can take to help the Cardinal Cloud gmail system learn faster:

  • Whenever a message goes to junk and its not junk, specify that it isn't junk so it knows not to send similar messages there again. This usually adds that sender to a "Safe Senders" list. See directions via the tabs below for both doing this in the Gmail Interface as well as in Outlook
  • Add senders to your Contacts (address book), particularly those who frequently send you messages from off-campus email accounts.
  • As a last resort you can add a filter in the Gmail Interface to make ALL messages marked as spam go to your inbox. You can then filter them out manually. This is unsafe as it can clutter your email and mix your spam and regular email together. This also removes the securities of automatic fraud filtering, for instance it automatically sending malicious phishing emails to spam.

  • Start off in your Cardinal Cloud email and click the "Spam" link in the left navigation window. Check the box (or boxes) next to the messages you want to tell Google are not spam and choose the "Not Spam" button at the top. These messages will be moved to your Inbox and help your personal spam folder remember similar messages are not spam.

  • You can also do this from inside a spam message itself. If you are reading a message that was marked as spam by Google (or by you) you can click the "Not Spam" button that displays as the top of this window as well. This will also help Google's spam options for you in the future, particularly if they marked it as spam automatically.

  • In Outlook navigate to your "Junk E-mail" folder by clicking on the folder name in the left navigation pane.

  • In the list of messages select the message or messages you would like to indicate are no spam messages. Then in the "Home" tab at the top of the screen drop down the "Junk" list. From that menu select "Not Junk" to specify that the message(s) is/are not junk.

  • For a last resort effor you can make all messages regardless of spam status be sent to your Inbox. Start off in your Cardinal Cloud email and click the gear to go to "Settings".

  • Choose the "Filters" tab in the top navigation and then select the "Create a new filter" link at the bottom.

  • There are two ways you can proceed from here. You can add your own email address in the "To" field so that all messages sent to you are never sent to spam. However, this doesn't help if you are being sent messages because are on a mailing list of some sort. You would have to add the email address of the mailing list each time. To circumvent this you can enter the keyword "is:spam" into the "Has the words" field and the click the "Create filter with this search" link.

  • In the final screen check the box labelled "Never send it to Spam" and then click the "Create filter" button to finalize the filter. Now you are done, all messages regardless of spam indicators are sent directly to your Inbox.

Contact Information

For more information about technology at SUNY Plattsburgh, please contact:

Computing Systems and Desktop Support — Helpdesk
Phone: (518) 564-4433
Toll-Free Phone: 1-800-787-8773
Email: [email protected]

Regular Semester Hours
8 a.m.–4:30 p.m.

Summer Hours
8 a.m.–4 p.m.