This FAQ explains how Proofpoint helps protect Fresno State email and what users can do when a message is blocked, quarantined, or appears suspicious. It is written for students, faculty, staff, and campus support teams.
For additional guidance, visit the Proofpoint FAQ web page.
Frequently Asked Questions (FAQs)
1. General Information
1. What is Proofpoint?
Proofpoint is an email security service that helps protect Fresno State email from internet-based threats such as spam, phishing, harmful links, dangerous attachments, and other malicious messages. Proofpoint processes email coming from outside the University; email sent between Fresno State accounts is not processed by Proofpoint.
2. Why does Fresno State use Proofpoint?
Even with the University’s current email security measures, Fresno State still receives a significant amount of malicious and unwanted email from the internet, including spam and phishing attempts. Proofpoint provides an additional layer of protection that helps identify and block these messages before they reach users.
3. How does Proofpoint protect Fresno State email accounts?
Proofpoint checks messages for signs of spam, phishing, unsafe links, dangerous attachments, and suspicious senders. Depending on what it finds, a message may be delivered, sent to quarantine, or blocked. Users can review quarantined messages and deliver legitimate messages to their inbox. Users can also add trusted email addresses to their Safe Senders list to help future messages from those senders reach their inbox.
4. Who is protected by Proofpoint?
Proofpoint protects Fresno State faculty, staff, students, shared accounts, and departmental email accounts.
5. Do I need to install software to use Proofpoint?
No. For normal email protection, users do not need to install any software.
6. How is Proofpoint different from Gmail’s spam protection?
Gmail already filters spam and phishing. Proofpoint adds another layer of protection, including quarantine, link protection, and additional tools Fresno State can use to investigate suspicious email.
2. Spam and Email Filtering
7. How does Proofpoint identify spam and phishing email?
Proofpoint looks at the sender, message, links, attachments, and other warning signs to decide whether an email may be spam or phishing.
8. Why was a legitimate email blocked or quarantined?
Sometimes a legitimate message has characteristics that look suspicious. If this happens, the message may be placed in quarantine. You can review it in the Proofpoint portal at https://portal.proofpoint.com and release it if you trust it. You can also add trusted email addresses to your Safe Senders list to help future messages from those senders reach your inbox.
9. Why am I still receiving some spam?
No email system can block every unwanted message without also increasing the risk of blocking legitimate mail. If suspicious or malicious email reaches your inbox, report it to reportphishing@fresnostate.edu.
10. What happens to suspicious messages?
Depending on the concern, Proofpoint may place a message in quarantine, show a warning, send it to spam, or block it. Messages placed in quarantine are held for review. Users can review those messages and, when appropriate, release them or add trusted senders to the Safe Senders list.
11. How can I find an email that Proofpoint blocked or quarantined?
Fresno State has enabled end-user quarantine access. Sign in at https://portal.proofpoint.com or use the quarantine digest link provided by the University. If the message is not there, contact the Technology Service Desk and provide the sender, recipient, approximate date and time, and subject.
12. What should I do if a legitimate message was treated as spam?
If the message is in quarantine and you trust it, release it. If the problem happens repeatedly or the message is important, contact the Technology Service Desk so it can be reviewed.
13. Does Proofpoint inspect incoming and outgoing Fresno State email?
Proofpoint inspects incoming email from outside Fresno State. Email sent between Fresno State accounts is not processed by Proofpoint.
14. How does Proofpoint handle newsletters, mailing lists, and bulk email?
Newsletters and other bulk messages are checked like other email. Legitimate bulk messages may still be sent to spam or quarantine if they look suspicious. You can review quarantined messages and add trusted senders to your Safe Senders list when appropriate.
3. Quarantine Management
15. What is the Proofpoint quarantine?
The quarantine is a holding area for messages that Proofpoint does not deliver directly to your inbox. You can review quarantined messages and, when allowed, release a message or mark a sender as safe.
16. How do I access my Proofpoint quarantine?
Go to https://portal.proofpoint.com or use the link in an official Fresno State Proofpoint quarantine digest.
17. How do I release a legitimate message from quarantine?
Open the message in the Proofpoint quarantine and choose the release option. Releasing the message sends that message to your inbox; it does not automatically allow all future messages from the sender.
18. How long are quarantined messages kept?
Quarantine retention is currently set to 30 days.
19. Why did I receive a Proofpoint quarantine digest?
A quarantine digest is a summary of messages being held for you. It lets you review or release messages. Receiving a digest does not mean your account has been compromised.
20. How often are quarantine notifications sent?
The quarantine digest is sent around 7:00 a.m. each morning. Due to the large number of Google email users, delivery times may vary, and some users may receive it later.
21. Can I release more than one quarantined message at a time?
Yes. The Proofpoint portal at https://portal.proofpoint.com allows users to release multiple quarantined messages.
22. Does adding a sender to my allow list release the already quarantined Low Priority emails?
No. When you add a sender to your allow list, future emails will not be quarantined. Already quarantined emails will remain quarantined.
4. Safe Senders and Blocked Senders
23. How do I add a trusted sender to my Safe Senders list?
Use the Proofpoint portal at https://portal.proofpoint.com to add a sender you recognize and trust. Only add senders you are confident are legitimate.
24. How do I block an unwanted sender?
Use the Proofpoint portal at https://portal.proofpoint.com to block the sender. Gmail’s block and spam tools may also help with unwanted messages.
25. How do I remove a sender from my Blocked Senders list?
Open the Proofpoint portal at https://portal.proofpoint.com, go to your Blocked Senders list, and remove the address. If you need help, contact the Technology Service Desk.
26. What is the difference between releasing a message and allowing a sender?
Releasing a message delivers that one quarantined message. Adding a sender to the Safe Senders list tells Proofpoint that future messages from that sender are generally trusted.
27. Can Fresno State block a sender even if I added that sender to my Safe Senders list?
Yes. Fresno State can still block a sender or message if it presents a security risk, even if you previously marked that sender as safe.
28. Does adding a sender to the Safe Senders list guarantee every future message will be delivered?
No. A message may still be blocked if Proofpoint detects a serious security risk, such as a dangerous attachment, harmful link, or sender impersonation.
5. Phishing and Malicious Email
29. How does Proofpoint detect phishing?
Proofpoint looks for warning signs such as suspicious senders, unusual message content, unsafe links, dangerous attachments, and attempts to imitate trusted people or organizations.
30. How should I report a suspicious email?
Report suspicious email to reportphishing@fresnostate.edu. For urgent help, call the Technology Service Desk at 559-278-5000.
31. What happens after I report a phishing message?
Information Security may review the message and related activity. If the email is harmful, Fresno State may block it, look for similar messages, and take other steps to protect users.
32. How does Proofpoint protect me from dangerous attachments?
Proofpoint checks attachments for signs that they may be unsafe. Suspicious or prohibited attachments may be blocked or quarantined.
33. Can Proofpoint detect messages pretending to be from Fresno State employees or leaders?
Yes. Proofpoint can help identify messages that pretend to come from university employees or leaders. Still, verify unusual requests involving money, passwords, gift cards, payroll, or sensitive information.
34. Can Proofpoint detect fake job offers, gift-card scams, payroll scams, and similar attacks?
Proofpoint can detect many common scams, but no system catches every attempt. Be cautious with unexpected requests and report suspicious messages.
35. What should I do if I clicked a suspicious link?
Close the page and stop interacting with it. If you entered information, downloaded a file, or approved an unexpected sign-in request, change your Fresno State password immediately using the University-approved password process, contact the Technology Service Desk at 559-278-5000, and report the email.
36. What should I do if I entered my Fresno State password on a suspected phishing site?
Change your Fresno State password immediately using the University-approved password process, call the Technology Service Desk at 559-278-5000, and report the phishing message. Do not approve sign-in prompts you did not start.
6. URL Defense and Link Protection
37. What is Proofpoint URL Defense?
URL Defense is a Proofpoint feature that checks links in email when you click them and can stop you from opening a known unsafe website.
38. Why do some links in email look different or longer?
Proofpoint may rewrite a link so it can check the destination when you click it. This is why some links appear longer or different from the original.
39. What does urldefense.proofpoint.com in a link mean?
It usually means Proofpoint has rewritten the link so it can check the destination for safety. A rewritten link does not by itself mean the email is harmful.
40. How does Proofpoint decide whether a website is safe?
Proofpoint uses information about the website, known threats, and other warning signs. A site that appears safe today may be blocked later if new information shows it is dangerous.
41. What happens when Proofpoint blocks a website?
You will usually see a warning or block page instead of the website. Do not try to bypass the warning. If you believe the site is legitimate, request a review.
42. How do I ask Fresno State to review a website that Proofpoint blocked?
Contact the Technology Service Desk and provide the blocked link, the original email if available, the date and time, and why you believe the site is legitimate.
43. Can Proofpoint block a link after the email has already been delivered?
Yes. Proofpoint can recheck a link when it is clicked. This allows it to block a site that was later identified as unsafe.
44. Can Proofpoint link protection cause problems with some websites or applications?
Occasionally. Some sign-in links, one-time links, or third-party applications may not work as expected. Report repeated problems to the Technology Service Desk.
7. Email Delivery and Troubleshooting
45. Why am I not receiving an expected email?
First check Gmail Spam and your Proofpoint quarantine. Also confirm that the sender used the correct address. If the message is still missing, contact the Technology Service Desk.
46. How can I tell whether Proofpoint blocked a message?
Check your Proofpoint quarantine or quarantine digest. If the message is not there, contact the Technology Service Desk and provide the sender, recipient, approximate date and time, and subject.
47. What should I do if an important email is delayed?
Confirm that the sender sent the message and used the correct address. Check Gmail Spam and your Proofpoint quarantine. If the message is urgent or still missing, contact the Technology Service Desk.
48. Can Proofpoint affect automated emails from applications or systems?
Yes. Automated messages may be filtered if they appear unusual or come from a system that is not sending email correctly. If the problem continues, the system owner should contact the Technology Service Desk.
49. What information should I provide when reporting an email delivery problem?
Provide the sender and recipient email addresses, approximate date and time, subject, any error message, and whether other similar messages are affected. Never provide your password.
50. Who should I contact for help with Proofpoint?
Contact the Fresno State Technology Service Desk at 559-278-5000.
51. How do I request a review of a message that I believe was blocked by mistake?
If the message is in quarantine and you trust it, release it. If it is not visible or the problem happens repeatedly, contact the Technology Service Desk and provide the message details.
8. Shared, Departmental, and Google Group Accounts
Shared accounts, departmental accounts, and Google Group accounts are not processed through Proofpoint.
9. Privacy and Security
52. Does Proofpoint inspect email content for security threats?
Yes. To help protect users, Proofpoint may inspect message information, content, links, and attachments for security threats. This is similar to the security scanning already performed by Google Gmail to help detect spam, phishing, malware, and other unsafe email.
53. Who can access quarantined messages and email security information?
Users can access their own quarantined messages. Authorized Technology Services or Information Security staff may access email security information when needed for support, administration, or security investigations.
54. How long are Proofpoint logs and quarantined messages kept?
Proofpoint logs and quarantined messages are ket for 30 days.
55. How does Proofpoint help protect confidential or sensitive information?
Proofpoint helps reduce the chance that users will receive messages designed to steal passwords, sensitive information, or other confidential data.
56. How does Proofpoint support Fresno State information security?
Proofpoint is one part of Fresno State’s email security program. It works together with university policies, user awareness, account security, and incident response.
10. Administration and Support
57. Who manages Proofpoint at Fresno State?
Proofpoint is managed by Fresno State Technology Services, with Information Security involved in security rules, investigations, and incident response as needed.
58. How are Proofpoint security settings decided?
Fresno State sets Proofpoint controls based on security needs, CSU and University requirements, campus operations, and current email threats.
59. Can a department request an exception to Proofpoint filtering?
Yes. A department may request a review. Technology Services and Information Security will consider the need, security risk, and possible alternatives before approving an exception.
60. What happens when a legitimate message is blocked by mistake?
Technology Services can review why the message was blocked. Depending on the cause, the message may be released, a setting may be adjusted, or the sender may need to correct how the message is being sent.
61. What happens if Proofpoint has a service interruption?
Technology Services will work to maintain secure email delivery and restore normal service as quickly as practical.
62. How should a Proofpoint-related security concern be reported?
Report suspicious email to reportphishing@fresnostate.edu. For urgent help, contact the Technology Service Desk at 559-278-5000.
Additional Information: