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Support

Online Help

We offer extensive technical help and support resources via our online user manuals, available for Basic Mode or Pro Mode.

Top 5 Support Issues:

+ How do I upgrade from Cloudmark Desktop to Cloudmark DesktopOne?

To upgrade from Cloudmark Desktop to Cloudmark DesktopOne, you must first uninstall Cloudmark Desktop.
  1. Close your email application.
  2. Uninstall Cloudmark Desktop.
    1. From the Start menu, open the Control Panel.
    2. In the Control Panel, open Add/Remove Programs.
    3. Select Cloudmark Desktop in the program list.
    4. Click Remove.
    5. Follow the on-screen instructions.
  3. Download your copy of Cloudmark DesktopOne Pro.
  4. Double-click the downloaded installer.
  5. Follow the on-screen instructions.

+ What is the difference between Cloudmark DesktopOne Basic and Pro?

When you upgrade to Cloudmark DesktopOne Pro, you have access to the following features:
On Demand Scanning
With On Demand Scanning, you have more flexibility in determining when a folder is scanned for spam.
*For Thunderbird 3 only: When using Thunderbird 3 with POP3 email, email can not be filtered by Cloudmark DesktopOne while Thunderbird is closed. On Demand Scanning can clean the Inbox in these situations.
Add Contacts to the Smartlist with one click
Save time configuring Cloudmark DesktopOne by adding your saved email contacts to the Smartlist in one easy step.
Filtering for multiple folders and email accounts.
Automatically filter multiple email folders within integrated email clients, and filter multiple email addresses.
Automatically empty the Spam folder
Set Cloudmark DesktopOne to automatically delete the contents of the Spam designation folder at scheduled intervals.

+ I am an existing Cloudmark Desktop customer, and I don't know which version to choose

I am a current Cloudmark Desktop subscriber, and I'm confused by the release of Cloudmark DesktopOne. Which version do I need to choose?
  1. Most Cloudmark Desktop customers are free to use either version: Cloudmark DesktopOne Basic, Cloudmark DesktopOne Pro, or stick with their familiar version of Cloudmark Desktop
  2. If you are using Thunderbird 3, you will need to upgrade to Cloudmark DesktopOne
  3. Outlook 2010 users will need to upgrade to Cloudmark DesktopOne

+ Where is My Cloudmark?

Cloudmark has released a new version of My Cloudmark, its account and billing management interface. My Cloudmark is now hosted on the Web, rather than through the Cloudmark toolbar. Cloudmark Desktop users now have a new way of modifying, renewing, and managing their Cloudmark Desktop subscriptions. To access My Cloudmark, follow these steps:
  1. Point your browser to My Cloudmark.
  2. Enter your subscription email address and password.
  3. Click Log In. The Account Summary page appears.
    • To change your name, email address, or password, click the Edit button under Account Information.
    • To add, edit, or remove a credit card, click one of the buttons under Billing Information.
    • To manage licenses for your computers or to renew your subscription, click the Manage button under License Information.

+ How to configure Cloudmark DesktopOne to filter your webmail account

Cloudmark DesktopOne can filter any Web mail account that supports POP or IMAP.

Some Web mail providers require that you first enable POP or IMAP in your Web mail account settings. Log in to your Web mail interface and check your account settings to verify that one of these is available. If both are offered, IMAP is recommended.

To configure Cloudmark DesktopOne to filter your Web mail account, follow the instructions below.

  1. Right-click the Cloudmark icon in your system tray to open the menu.
  2. Select "Accounts...".
  3. Click "Add Another Account." The Add New Account window appears.
  4. Select "I have another account."
  5. Enter your Web mail login and password.
  6. Click "Next."
  7. In the Server Type field, select POP or IMAP, depending on which one is available from your Web mail provider. If both are available, IMAP is recommended.
  8. Verify that the server settings are correct. For most Web mail accounts, Cloudmark DesktopOne automatically detects the correct settings.
  9. Click "Next."
  10. Cloudmark will connect to your Web mail account to verify your settings.
    • If your settings are correct, a "Congratulations" message appears.
    • If your settings are incorrect, a "Failure" message appears. Click the "Back" button to make corrections. If you are unsure, consult your Web mail provider.
  11. Click Finished. Your Web mail account now appears in the Accounts window.