Summary
Submitting a remediation request to Cloudmark for a blocklist removal often requires specific data, particularly email fingerprint information and full message headers. This is crucial for Cloudmark's system to accurately identify the campaign or email characteristics that triggered the block, distinguishing it from general IP or domain blocklistings. Understanding how to extract and provide this data is key to a successful remediation process.
Key findings
- Data requirement: Cloudmark's remediation forms typically request the SMTP 5xx response code and specific email fingerprint data, not just an IP or domain.
- Fingerprint vs. bounce: What appears as a block might be a 'fingerprint' issue, which requires a different remediation process than a standard IP blocklist removal. Fingerprints relate to the content and structure of the email.
- Header importance: Full email headers (including x-authority-analysis data) are essential for Cloudmark to diagnose content-based blockages. These headers contain the unique fingerprint data.
- Remediation path: Cloudmark provides specific support portals for reporting false positives related to Cloudmark Authority, which handles content filtering.
- Diagnostic tools: Email service providers often offer diagnostic tools that can extract the necessary full headers and fingerprint information required for submission.
Key considerations
- Accurate identification: Before submitting, verify that the issue is indeed a Cloudmark fingerprint block, not a general IP blocklist (blacklist) or other deliverability problem. Understanding how email blacklists actually work can clarify this.
- Complete data: Always provide the complete email headers and any specific fingerprint data (like x-authority-analysis) as a text file attachment to your remediation request.
- Follow guidelines: Adhere strictly to Cloudmark's accuracy reporting guidelines to ensure your request is processed efficiently.
- Preventive measures: Regularly monitor your email campaigns and diagnose potential deliverability issues to minimize the occurrence of such blocks in the future.
What email marketers say
Email marketers often face challenges when their emails are blocked by Cloudmark, especially when the issue stems from a 'fingerprint' rather than a traditional IP block. Their experiences highlight the importance of understanding the specific type of block and providing the correct data to Cloudmark for successful remediation. Marketers frequently rely on their email service provider's diagnostic tools to gather the necessary header and fingerprint information.
Key opinions
- Data source reliance: Marketers frequently depend on their email platform's console, such as 250ok (now SparkPost), to retrieve email headers and diagnostic data needed for Cloudmark remediation requests.
- Fingerprint distinction: There's a common confusion between Cloudmark's fingerprinting (content/pattern-based blocks) and typical IP blocklistings, requiring different remediation approaches.
- Header sufficiency: Most marketers believe that providing full email headers, especially those containing Cloudmark-specific analysis data (like x-authority-analysis), should be sufficient for a remediation submission.
- Direct submission: The Cloudmark support page is the direct channel for resolving fingerprint-related blocking issues, as distinct from general blocklist removal services.
Key considerations
- Gathering data: Ensure your email sending platform or diagnostics tool can provide the full email headers, specifically looking for x-authority-analysis or similar Cloudmark-specific diagnostic data.
- Understanding the block: It is critical to distinguish between an IP-based block and a content-based fingerprint block. This impacts how you manage senders and identify the cause of the blocklisting.
- Submission format: When submitting a ticket, it is recommended to include the fingerprint information directly in the body of the ticket and attach the full header as a text file for clarity and completeness.
- Proactive monitoring: Regularly reviewing your campaign diagnostics can help you identify these headers proactively, which can improve your overall email deliverability and prevent future blocks.
- Accuracy reporting: Familiarize yourself with Cloudmark's specific accuracy reporting guidelines to ensure your remediation request meets their criteria and stands the best chance of success. This is often detailed in their support documentation, as highlighted by various resources.
Marketer view
Email marketer from Email Geeks sought help because the only information available from their console was the x-authority-analysis header, and the Cloudmark form requested an SMTP 5xx response. This indicates a challenge in aligning available diagnostic data with required submission fields.
Marketer view
Email marketer from Email Geeks confirmed having only full headers from their console and hoped this would be enough for a successful remediation. This reflects a common sentiment among marketers who rely on their ESP's data exports.
What the experts say
Experts emphasize the precise nature of Cloudmark's fingerprinting technology, which analyzes email content and patterns rather than just IP addresses or domains. They highlight that remediation requires a deep understanding of email headers, particularly the x-authority-analysis data, to accurately communicate the issue to Cloudmark for a targeted solution. They stress the importance of following specific reporting guidelines to ensure efficient resolution.
Key opinions
- Fingerprint versus IP: Experts confirm that x-authority-analysis headers indicate a Cloudmark fingerprint block, not necessarily an IP blacklist (blocklist). This distinction is critical for choosing the correct remediation path.
- Header importance: Providing the full email headers is generally sufficient for Cloudmark's support team to analyze and address a fingerprint block.
- Accuracy guidelines: It is imperative to follow Cloudmark's accuracy reporting guidelines precisely to ensure that remediation requests are processed effectively and promptly.
- Content analysis: Cloudmark's system relies heavily on analyzing the email's content and structure to create its 'fingerprint,' meaning adjustments to messaging or formatting might be necessary.
Key considerations
- Header extraction: Ensure you can reliably extract full email headers, including the specific Cloudmark analysis header, from your email platform or a diagnostic tool. Understanding and troubleshooting email headers is a core skill.
- Targeted submission: Submit the remediation request via the specific Cloudmark support channel designed for content-based false positives, rather than general blocklist removal forms.
- Comprehensive data: When submitting, provide the fingerprint information clearly in the ticket body and attach the complete email header as a text file for thorough analysis.
- Authentication basics: While Cloudmark fingerprints relate to content, ensuring proper email authentication (like DMARC, SPF, and DKIM) can still contribute positively to overall sender reputation and reduce the likelihood of being flagged by various systems.
- Ongoing monitoring: Implement continuous monitoring of email deliverability and content performance to identify and resolve issues before they escalate into persistent fingerprint blocks.
Expert view
Deliverability expert from SpamResource explains that Cloudmark's fingerprinting system primarily focuses on message content and patterns, not just IP or domain reputation. This means a block can occur even if your IP is clean, due to specific words, formatting, or sending behaviors.
Expert view
Email deliverability consultant from Word to the Wise notes that x-cloudmark-filter or x-authority-analysis headers are crucial for diagnosing Cloudmark issues. These headers contain proprietary information that allows Cloudmark to understand why a message was flagged, providing valuable clues for remediation.
What the documentation says
Official documentation and support resources from Cloudmark and related service providers detail the specific requirements for submitting remediation requests. They often differentiate between IP-based blocklistings (blacklistings) and content-based fingerprinting, providing distinct processes for each. The key is to supply comprehensive email headers and adhere to their guidelines for accurate and timely processing.
Key findings
- Support channels: Cloudmark maintains specific support request links for Cloudmark Authority issues, indicating a dedicated process for content-related blocks.
- Information required: Remediation requests often require details like the full SMTP 5xx bounce message and complete email headers, including Cloudmark's proprietary analysis data.
- Reference IDs: Upon creating a remediation request, a reference ID is typically provided, which should be used for any follow-up communication.
- Accuracy guidelines: Official documentation stresses the importance of following Cloudmark's accuracy reporting guidelines for successful delisting.
Key considerations
- Data collection: Ensure you have access to the exact bounce message and full email headers, specifically the X-Authority-Analysis or X-Cloudmark-Filter headers, as these are critical for Cloudmark's diagnostic process. Troubleshooting DMARC reports often involves deep dives into headers.
- Appropriate channel: Use the designated Cloudmark CSI Removal Request link or similar specific support form for content-related blocks, rather than a general IP delisting request, as noted by Proofpoint Essentials documentation.
- Structured submission: Submit the fingerprint data within the body of your ticket and attach the full header as a text file for clear communication.
- Proactive content review: To prevent future fingerprinting, review your email content against known spam trigger words, image-to-text ratios, and overall message structure. Applying technical solutions from top-performing senders can help.
Technical article
Rackspace Technology Documentation states that senders blocked by Cloudmark Sender Intelligence (CSI) must use the https://csi.cloudmark.com/reset-request link to request remediation. This indicates a specific online portal is the primary method for blocklist removal requests.
Technical article
Proofpoint Essentials documentation, when discussing the addition of Cloudmark Sender Intelligence, instructs users to open a CSI request ticket first via the CSI Removal Request link. It specifies that upon creation, a reference ID should be provided. This reference ID is crucial for tracking the remediation progress.
Related resources
3 resources
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