Troubleshooting

Modified on Sat, 7 Sep at 3:55 PM

About contacting Perception Point Support

If you need assistance with Perception Point X-Ray, you can contact Perception Point Support. Perception Point Support is typically available 24/7. When you contact Perception Point Support, a support request will be opened in the Perception Point support portal, the portal that Perception Point uses to manage service requests.

Note: You can register with the Perception Point support portal to gain access to the portal. This will enable you to more easily track and monitor your service requests.

For information on how to request help with a specific scan, see "Requesting an investigation"

How to contact Perception Point Support

To contact Perception Point Support, use any of the following methods:

1. Email

Send an email to support@perception-point.io

2. Support icon

This option sends an email to Perception Point Support.

Note:

If you are experiencing problems with a specific page in Perception Point X-Ray, navigate to that page, and then open the support request from there. Relevant information about your location in Perception Point X-Ray will be included in the support request, and sent to Perception Point - to help Perception Point Support to resolve the issue.

On the right of the Perception Point X-Ray banner, click the "Contact support" icon [].

Select a topic that best describes your question or feedback.
Describe the issue.
Click Send.

A support request will be opened with Perception Point Support.

Perception Point Support will respond to your request as soon as possible.

3. Chat feature

Click the Chat icon in the bottom-right corner of Perception Point X-Ray.

Click Support or Incident Response - and then begin the chat...

Accessing the Perception Point support portal

You can use the Perception Point support portal to open support tickets and track their status.

You'll need to register with the Perception Point support portal before you can access the portal. For the registration procedure, see "Registering with the Perception Point support portal" on page 743 below.

To access the the Perception Point support portal:

Open the Perception Point support portal at support.perception-point.io
Click Login.
Enter your name and password.
Click Login.
In the support portal toolbar, click Tickets. All your open tickets will be listed.

Use the available controls to view and manage your tickets.

Registering with the Perception Point support portal

You'll need to register with the Perception Point support portal before you can access the portal.

Once you register, you'll have access to the support portal. You can then use the portal to open support tickets and track their status.

To register with the Perception Point support portal [Freshdesk]:

Open the Perception Point support portal at support.perception-point.io
Click Sign Up.
Enter your name, and the email address that you use to access Perception Point X-Ray.
Click Register.

Warning: Unable to verify the identity of the sender

Issue

A warning is added by Microsoft, typically to auto-generated emails that are sent to accounts in your organization. The warning includes a message similar to the following:

"We could not verify the identity of the sender. Click here to learn more."

- or -

"Can not verify the identity of the sender - Outlook"

This warning is an anti-spoofing tip that is added by Microsoft.

This may cause the email to be classified as spam and moved to the Junk folder.

This issue may occur with Microsoft 365 Inline integrations.

Resolution/Workaround

In the Microsoft 365 Defender portal, add the sender account to the allowed sender list for spoofing.

In the Microsoft 365 Defender portal at https://security.microsoft.com:

Go to Email & Collaboration > Policies & rules > Threat policies > Tenant Allow/Block Lists.
In the Rules section, click the Spoofed senders tab.
Add the required details of the sender account, and make sure to set the action to Allow.

If the warning is still added by Microsoft - or the email is still classified as spam and moved to the Junk folder:

Disable the Office365 AntiPhish Default (Default) tip at https://security.microsoft.com/antiphishing