This how-to article outlines Franklin County’s email security standards, provides insights, and answers some frequently asked questions (FAQs). If this article is missing context or missing an answer to your question, please email the Help Desk (helpdesk@franklincountyohio.gov) and we will help troubleshoot AND get content added.
📧 What is Email Security?
The Franklin County Data Center is protecting your email using a cloud-based email solution that uses Artificial Intelligence (AI) and Machine Learning to identify and remediate malicious emails without user intervention.
This security solution detects malicious activity and moves emails perceived as such out of the user’s inbox. These emails are recoverable if determined they are a false-positive, though this is unlikely. The solution also detects compromised accounts and takes proactive steps to ensure the safety of your inbox AND the county's infrastructure!
Missing an email and can’t find it in Junk Email or Deleted Items? Please contact the FCDC Help Desk at helpdesk@franklincountyohio.gov. Please provide as much information as possible to include possible sender, date, and time of expected email.
🆘 What Happens if my Account gets Compromised?
If your account is compromised, the solution will log you out of all active sessions and will temporarily disable access to your M365 account (e.g. Outlook, Word, Excel, etc.). If your account is deemed compromised, you will be prompted to change your password. If you are locked out of your account or are unsure if your account was compromised, please contact the FCDC Help Desk (helpdesk@franklincountyohio.gov). Please provide as much information as possible.
If you are logged out of your account, you will also be logged out of any Shared Email boxes you have access to.
🗣️ Why don’t I see Spam Emails?
Spam emails are now sent to your Junk Email folder. These two folders behave in the same manner. Junk Emails are identified by our solution using AI to make assumptions about an email. Junk (formerly Spam) Emails are those that are determined to be safe, but could be exactly as the name suggests - Junk. Junk Email is typically perceived as emails inviting you to webinars, forums or subscriptions, social media notifications, coupons/sales, etc. We recommend you routinely review your Junk Email and follow the steps below to identify emails as Not Junk. The solution will remember your setting and will no longer send emails from that sender to your Junk Email.
🗑️ Why am I seeing more Junk Email?
The email security solution uses AI to make assumptions about Junk Email. These could be promotional emails, sales emails, etc. If you would like to mark items to go to your regular Inbox, please do the following:
Navigate to your Junk Email folder (left or top pane of your email depending how your email is configured)
Right-click on the email
Select Junk
Select Not Junk
🔒 What Happens if I am Suddenly Logged Out of my Email?
Oh no! Your account could be compromised! Email or call the Help Desk (helpdesk@franklincountyohio.gov or 614-525-3282) and we would be happy to assist.
📌 What if I Cannot Find an Email?
If you cannot find an email you’re expecting, you might want to look in the following locations:
Junk Email folder
Deleted Items
Perform an Outlook Search
Still can’t find your email? Contact the FCDC Help Desk! (helpdesk@franklincountyohio.gov).
😷 What Happened to my Quarantine Report?
Our new email security vendor no longer relies on our on-premise Barracuda email security servers. Emails that were previously quarantined due to potential malicious activity are automatically filtered out of a user’s inbox. These emails are recoverable and can be released, but not without security review. This will require a ticket.
If you suspect you should have received an email that could have been filtered out of your inbox, please check your Junk Email first. If you still cannot find this email, please contact the FCDC Help Desk at helpdesk@franklincountyohio.gov. Please provide as much information as possible to include possible sender, date, and time of expected email.
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