How to Troubleshoot Common TSN Cyber Email Security Problems

Applies to: Microsoft 365, Outlook, Google Workspace, Gmail, and Organizations Protected by TSN Cyber Email Security
Difficulty: Beginner
Estimated Time: 10–15 minutes

Overview

TSN Cyber Email Security helps protect your organization’s email communications from phishing, spam, malicious attachments, impersonation attempts, and other email-based threats.

It also supports features such as email quarantine, secure encrypted messages, and email security reporting through Trustifi technology.

Occasionally, you may experience issues with email delivery, encryption, quarantine notifications, or the email security interface.

This guide explains how to recognize and troubleshoot common problems without modifying your organization’s security policies.

Before You Begin:

Have access to your approved business email account.
Confirm that your internet connection is working.
Use an updated, supported email application or browser.
Know the sender and recipient addresses involved.
Record any error messages.
Have the approximate time of the problem available.

Important: Do not disable email security features, modify DNS records, or change organization-wide security settings to resolve an email problem. Contact True Synergy Networks when a problem requires administrative changes.

Step 1: Identify the Problem

Start by determining what is not working.

Common TSN Cyber Email Security issues include:

An expected email never arrives.
A legitimate message is quarantined.
A suspicious email reaches your Inbox.
An encrypted email cannot be opened.
A recipient cannot complete authentication.
The Trustifi add-in is missing.
A secure attachment cannot be downloaded.
A message is incorrectly marked as suspicious.
A sent email is rejected or blocked.
Email tracking information is unavailable.

Tip: Identifying whether the problem involves incoming messages, outgoing messages, or encrypted email will help narrow down the cause.

Step 2: Check Your Internet Connection

Before troubleshooting email security:

Open your web browser.
Visit a trusted website.
Confirm that it loads normally.
Check your Wi-Fi or Ethernet connection.
Try accessing your approved email application again.

If other websites and services are also unavailable, you may be experiencing a network problem rather than an email security issue.

Step 3: Check Your Email Account

Microsoft Outlook

Open Microsoft Outlook.
Confirm that the correct work account is selected.
Check whether new messages are arriving.
Look for connection or synchronization errors.
Try Outlook on the web, if approved.

Outlook on the web is available at: https://outlook.office.com

Gmail

Open Gmail.
Confirm that you are signed into the correct Google Workspace account.
Refresh the Inbox.
Check whether other messages are arriving.

Gmail is available at: https://mail.google.com

Important: If your entire mailbox is unavailable, the issue may involve Microsoft 365, Google Workspace, account access, or general email connectivity rather than Trustifi alone.

Problem 1: I Am Not Receiving an Expected Email

A missing email does not necessarily mean it was blocked by TSN Cyber Email Security.

Step 1: Search Your Mailbox

Check:

Inbox.
Junk or Spam.
Deleted Items or Trash.
Other or filtered mailbox folders.
Available mailbox search results.

Search using the sender’s complete email address or the expected subject line.

Step 2: Verify the Sender’s Information

Ask the sender to confirm:

The recipient email address.
The approximate sending time.
Whether their email system reported a failure.
Whether they received a non-delivery notification.

Important: Do not ask the sender to repeatedly resend sensitive files before investigating why the original message is missing.

Step 3: Check Quarantine

If your organization provides quarantine notifications or personal email activity access:

Review your approved quarantine notification.
Search for the sender or subject.
Check whether the message was quarantined.
Request review if the message appears legitimate.

If no quarantine entry is available, contact True Synergy Networks.

Note: Microsoft 365 and Google Workspace may apply additional filtering after or alongside TSN Cyber Email Security.

Problem 2: A Legitimate Email Was Quarantined

Sometimes a legitimate business message may be incorrectly classified as suspicious.

This is called a false positive.

What to Do

Confirm that you were expecting the email.
Verify the sender through a trusted communication method.
Review the available quarantine details.
Select Request Release, if your organization enables that option.
Otherwise, contact True Synergy Networks.

Provide the sender, recipient, subject, and approximate sending time.

Important: Do not request the release of a message solely because it appears urgent or contains familiar branding.

Regular users may not have permission to release quarantined messages directly.

Problem 3: I Cannot Access My Quarantine

If the quarantine portal does not open:

Confirm that you are using your organization’s approved portal or verified notification.
Check your internet connection.
Verify that you are signed into the correct work account.
Complete any required authentication.
Try another supported browser if necessary.

If access remains unavailable, contact True Synergy Networks.

Note: Your organization may not enable personal quarantine portal access for every user.

Important: Do not enter your email credentials into unfamiliar websites claiming to provide quarantine access.

Problem 4: I Cannot Release a Quarantined Email

This may be expected behavior.

Many organizations restrict quarantine release permissions to authorized reviewers.

What to Do

Review the available quarantine controls.
Look for Request Release, if enabled.
Submit the request if appropriate.
Otherwise, contact True Synergy Networks.
Wait for the authorized security review.

Important: Never attempt to bypass quarantine restrictions or ask another employee to release a suspicious message without authorization.

Problem 5: A Suspicious Email Reached My Inbox

No email security system can identify every malicious message.

If an email seems suspicious:

Do not click its links.
Do not open unexpected attachments.
Do not reply with confidential information.
Do not approve unexpected authentication requests.
Report the message through your approved reporting method.

Outlook

Use the available Report Phishing or organization-approved reporting feature.

Gmail

Open the message’s More menu and select Report phishing, if available.

Important: If the message impersonates a manager, vendor, or customer, verify any requested action through a separate trusted communication channel.

Reporting through Outlook or Gmail does not necessarily create a True Synergy Networks support ticket. Contact TSN directly for suspected account compromise or other serious security incidents.

Problem 6: Emails from a Trusted Sender Keep Getting Blocked

A legitimate sender may repeatedly trigger security warnings.

Possible reasons include:

Misconfigured email authentication.
Suspicious links or attachments.
Sender reputation issues.
Changes to the sender’s email system.
Security policy restrictions.

What to Do

Confirm that the sender is legitimate.
Record several examples.
Note the dates and subjects.
Contact True Synergy Networks.
Request a false-positive review.

Important: Do not request blanket allowlisting without security review.

Allowlisting may reduce certain protections against malicious content or compromised sender accounts.

Problem 7: The Trustifi Add-in Is Missing from Outlook

If the Trustifi add-in is not visible:

Step 1: Open a New Message

Open Outlook.
Select New Email or New Message.
Review the ribbon or Apps menu.
Look for Trustifi.

Step 2: Check Your Account

Confirm that you are signed into the correct Microsoft 365 account.
Check whether the add-in appears in Outlook on the web, if approved.
Verify that other approved add-ins are available.

Step 3: Contact Support

If Trustifi is missing, contact True Synergy Networks.

Important: Do not install unapproved add-ins or browser extensions.

Your organization may deploy and manage Trustifi centrally.

Problem 8: Trustifi Will Not Sign In

If the Trustifi add-in asks you to sign in repeatedly or displays an error:

Confirm that your Microsoft 365 or Google Workspace account is working.
Verify that the correct work account is selected.
Complete any required multifactor authentication.
Close and reopen the add-in if appropriate.
Record any displayed error.

If the problem continues, contact True Synergy Networks.

Important: Do not enter credentials into unfamiliar sign-in pages or disable multifactor authentication to troubleshoot access.

Problem 9: I Cannot Enable Email Encryption

If you need to encrypt a message but the encryption control is unavailable:

Open a new message.
Locate the Trustifi add-in or approved security interface.
Confirm that you are signed in.
Look for Encrypt Message Content.
Check whether a security setting is already applied by your organization.

If the feature remains unavailable, contact True Synergy Networks.

Important: Do not send confidential information without the encryption or secure delivery method required by your organization.

Do not assume the message is encrypted merely because the Trustifi add-in is installed.

Problem 10: The Recipient Cannot Open My Encrypted Email

A recipient may be unable to open an encrypted message for several reasons.

Common causes include:

Incorrect recipient email address.
Expired secure link.
Failed authentication.
Incorrect verification code.
Access restrictions.
Browser compatibility issues.

What to Do

Confirm that you sent the message to the correct address.
Ask whether the recipient received the secure notification.
Confirm that they opened the legitimate secure viewing link.
Determine whether authentication was required.
Ask for the displayed error message.
Contact True Synergy Networks if necessary.

Important: Never ask the recipient to share their password or authentication code.

Problem 11: The Recipient Did Not Receive an Authentication Code

Trustifi may use email, SMS, telephone, predetermined password, or Single Sign-On authentication depending on the message configuration.

For Email Verification

Confirm that the recipient is checking the correct mailbox.
Ask them to review Inbox and Junk or Spam.
Allow a short period for delivery.
Use the available resend option if appropriate.

For SMS or Telephone Verification

Confirm the intended telephone number.
Ask the recipient to check their text messages or telephone.
Request a new code if the system allows it.

For Predetermined Passwords

Confirm that the correct password was communicated through an approved separate method.
Check whether the recipient entered it correctly.

Important: Authentication codes are private. Do not request that recipients send their codes to you or to support.

Problem 12: The Secure Email Link Expired

Some encrypted messages have an expiration date or time.

Once expired, the recipient may no longer be able to access the message.

What to Do

Verify that the displayed error indicates expiration.
Contact the original sender.
Request a replacement encrypted message if needed.
Complete the authentication process for the new message.

Important: Do not attempt to bypass expiration settings or ask for confidential content to be sent through an unapproved method.

Problem 13: I Cannot Download a Secure Attachment

If an attachment does not download:

Confirm that you successfully opened the encrypted message.
Check whether additional authentication is required.
Verify that the attachment is still available.
Check whether the message has expired.
Try the available download control again.

If the issue continues, contact the sender or True Synergy Networks.

Important: Do not use unauthorized third-party services to bypass attachment restrictions.

Only download documents you are authorized to access.

Problem 14: My Encrypted Reply Is Not Working

If you cannot reply through the secure message viewer:

Open the original encrypted message.
Complete any required authentication.
Look for Reply or Reply All.
Confirm whether the secure reply option is available.
Contact the sender if the feature is unavailable.

Note: Secure reply functionality depends on the sender’s message settings.

Important: Do not assume a normal email reply will receive the same security protections as a reply sent through the encrypted message portal.

Problem 15: My Outgoing Email Was Blocked

Outgoing messages may be restricted by email security rules.

Possible reasons include:

Suspicious attachments.
Unsafe links.
Malware detection.
Data protection policies.
Other security restrictions.

What to Do

Review the notification or error.
Confirm the intended recipient.
Identify whether the message includes attachments.
Avoid repeatedly resending the same message.
Contact True Synergy Networks for review.

Important: Do not rename prohibited files, disguise links, or remove required security controls simply to get a message delivered.

Problem 16: My Sent Email Is Missing

If an email appears to have been sent but the recipient cannot find it:

Outlook

Open Sent Items.
Locate the original email.
Verify the recipient address.
Check for a delivery failure notification.

Gmail

Open Sent.
Locate the message.
Confirm the address.
Review any failure notifications.

If the email is in Sent but delivery remains uncertain, contact True Synergy Networks.

Important: A message appearing in Sent Items does not prove that the recipient received it.

Problem 17: Email Tracking Says Opened, but the Recipient Says They Did Not Read It

Email security tools may use tracking events to indicate message activity.

However, some mail systems automatically inspect emails and links.

These automated systems can generate activity that resembles a recipient opening a message.

What to Do

Review the tracking event.
Check the recorded time.
Consider whether automated scanning may have occurred.
Contact the recipient directly if confirmation is required.

Important: An Opened status is not proof that a particular person read or understood the message.

Problem 18: Email Tracking Is Not Available

Not every organization enables all Trustifi tracking features.

If you cannot view tracking details:

Confirm that you are signed into the correct work account.
Check the approved Trustifi interface.
Determine whether tracking is enabled for your organization.
Contact True Synergy Networks.

Note: Some email tracing information is restricted to authorized administrators.

Your organization may also have limited historical tracking records.

Problem 19: My Email Is Marked as Suspicious Even Though It Is Legitimate

Sometimes legitimate messages are incorrectly classified.

What to Do

Review the sender’s full email address.
Verify that the message was expected.
Avoid clicking suspicious links or attachments.
Use an approved false-positive reporting option if available.
Contact True Synergy Networks if additional review is needed.

Important: Some trust controls may affect how future messages are classified.

Do not add senders, links, or attachments to trusted lists without authorization.

Problem 20: I Accidentally Trusted a Suspicious Email

If you selected Trust Email, Trust Sender, or a similar option and later suspect the message is malicious:

Stop interacting with the message.
Do not open additional links or attachments.
Contact True Synergy Networks promptly.
Identify the affected sender or email.
Request a review of any personal trust settings.

Important: A trust action may affect future message handling and should be corrected if the sender is unsafe.

Problem 21: I Clicked a Suspicious Link

If you accidentally clicked a suspicious email link:

Stop interacting with the website.
Do not enter passwords or personal information.
Close the suspicious browser tab.
Do not download or install anything.
Contact True Synergy Networks promptly.

Explain whether you:

Entered credentials.
Approved an MFA request.
Downloaded a file.
Submitted personal information.
Observed unusual browser behavior.

Important: Do not wait for visible signs of compromise before reporting the incident.

Problem 22: I Entered My Password on a Suspicious Website

If you entered your work account password into a suspicious website:

Stop interacting with the website.
Contact True Synergy Networks immediately.
Identify the affected account.
Follow the approved account recovery procedure.
Report whether you entered an authentication code or approved an unexpected sign-in.

Important: Credential theft can lead to unauthorized access even when your email account appears to be working normally.

Problem 23: I Opened a Suspicious Attachment

If you opened a file and suspect it may contain malicious content:

Stop interacting with the attachment.
Do not enable macros or security exceptions.
Do not enter credentials into any document-generated login prompt.
Contact True Synergy Networks immediately.
Follow the technician’s instructions for the affected device.

Important: Do not delete security logs, disable endpoint security, or attempt to remove suspected malware yourself.

Problem 24: I Received an Unexpected MFA Request

An unexpected multifactor authentication request may indicate that someone is attempting to access your account.

What to Do

Do not approve the request.
Do not share any verification code.
Record the approximate time.
Contact True Synergy Networks immediately.

Important: Repeated authentication prompts should not be approved simply to make the notifications stop.

Problem 25: A Website Says My Email Security Is Disabled

If you receive an unexpected message claiming that your email protection is disabled or expired:

Do not click the message’s links.
Do not enter your password.
Do not call an unfamiliar support number.
Verify the notice through your organization’s approved support channel.
Contact True Synergy Networks if necessary.

Important: Fake email security alerts are a common phishing tactic.

iPhone or Android — Troubleshooting Email Security

Some Trustifi functions are accessed through browser-based secure message links rather than directly inside a mobile email application.

Step 1: Check Your Email Application

Open Outlook or Gmail.
Confirm that the correct work account is selected.
Verify that messages are loading.
Check for any displayed errors.

Step 2: Open Secure Messages

Locate the legitimate encrypted email notification.
Open the secure message link.
Allow the approved browser to load.
Complete any required authentication.

Step 3: Report Problems

If a secure message does not open:

Record the displayed error.
Confirm whether the message expired.
Check your network connection.
Contact True Synergy Networks.

Important: Do not install unfamiliar applications or disable mobile device security settings to open an encrypted email.

How to Check the TSN Service Status Page

True Synergy Networks maintains a public service status page.

Visit: https://status.tsnhelp.us

You can review available notifications about service disruptions.

Important: Individual email delivery problems may not appear on the public status page.

If no incident is listed but your problem continues, contact True Synergy Networks.

What Information Should I Provide to Support?

When requesting assistance, provide:

Your company name.
Your email address.
The affected sender or recipient address.
The email subject, if relevant.
The approximate date and time.
The affected email application.
Whether the problem involves Outlook, Gmail, or the Trustifi secure viewer.
Any displayed error messages.
Whether coworkers experience the same issue.
The troubleshooting steps you already attempted.

Example Support Request

“Hello, I am having trouble opening an encrypted email through TSN Cyber. The secure message notification arrived in Outlook, but after I enter the verification code, the portal displays an error. The issue started this morning and occurs in both Edge and Chrome.”

Important: Do not include passwords, verification codes, or sensitive documents in a standard support request.

When to Contact True Synergy Networks Immediately

Contact support promptly if:

You entered your password into a suspected phishing website.
You approved an unexpected authentication request.
You opened a suspicious attachment.
You sent confidential information to the wrong recipient.
You notice unauthorized email activity.
Your account appears compromised.
Multiple employees are unable to send or receive email.
Suspicious messages are being delivered repeatedly.
A critical business email service is unavailable.
Security controls appear to have been changed without authorization.

Important: Suspected account compromise and sensitive information exposure should be treated as security incidents, not routine troubleshooting requests.

Best Practices for Preventing Email Security Problems

To help keep your organization secure:

Use your individual work email account.
Keep your passwords confidential.
Use multifactor authentication.
Verify unexpected requests through trusted channels.
Report suspicious emails promptly.
Use encryption when required.
Confirm recipients before sending sensitive information.
Do not bypass quarantine restrictions.
Avoid changing personal or organization-wide trust settings without authorization.
Keep your email applications updated through approved processes.
Report recurring false positives.
Contact True Synergy Networks before making advanced configuration changes.

Recommendation: When a security system blocks a message or displays a warning, investigate the reason rather than immediately attempting to remove the restriction.

Additional Information

TSN Cyber Email Security uses Trustifi technology for supported email protection features.
Quarantined messages may require authorization before release.
False positives can occur when legitimate emails trigger security policies.
Some organizations allow user reporting of incorrect classifications.
Encryption and recipient authentication are separate security controls.
Secure messages may use email PIN, telephone PIN, predetermined password, or Single Sign-On authentication.
Secure message links may expire or have access restrictions.
Tracking events do not always indicate human readership.
Missing emails may be blocked by Trustifi, Microsoft 365, Google Workspace, or other mail systems.
Advanced email security configuration is managed by True Synergy Networks.

Security Reminder: Never disable email filtering, quarantine protection, encryption, or multifactor authentication to work around an email problem. Do not share passwords or verification codes with anyone, including individuals claiming to represent technical support. Treat unexpected encrypted-message links, payment requests, and account security notices cautiously. If you suspect phishing, account compromise, malicious attachments, or confidential information exposure, contact True Synergy Networks immediately.