Email messages moved to SPAM folder

[albatroz]

I have a recurrent problem with a customer that receives emails from a particular Gmail address
that are then moved to the SPAM folder inside CPanel webmail despite not having spambox enabled

I have checked mailscanner logs (because I have Config Server script installed) and those messages
are not being marked as SPAM so I would like to discard if maybe the email client software (i.e. Outlook)
may be doing this operation. Is there a chance that this may be happening?

 

[LucasRolff]

It's a big possibility that the mail client can be the one moving it into spam.

 

[albatroz]

If so, how could it be tracked?

It's a big possibility that the mail client can be the one moving it into spam.

 

[LucasRolff]

If so, how could it be tracked?

tcpdump with a certificate if they connect over TLS and see what mail traffic is going on between the client and the server. You could also ask the client if they have any rules in their client or possibly ask them to disable spam filtering (for those applications who offer this).

 

[cPanelMichael]

Hello @albatroz,

You could also search for one of the specific messages that was moved to the SPAM folder using the exigrep utility. EX:

exigrep "$SUBJECT" /var/log/exim_mainlog

Replace $SUBJECT with the subject of one of the affected messages (leave the quotes) and see if you notice any filter actions. If so, it's likely an Exim filtering rule moving the email. If not, it's likely an email client moving the email.

For tips on reading the Exim logs, see this resource: Tutorial - Reading and Understanding the exim main_log

Thank you.