Frequently Asked Questions

Please contact the person authorized to submit support tickets for your organization. Once a ticket is submitted, Corvid Cyberdefense will release the attachment if deemed safe.
Your administrator has policies in place that place messages on hold. These could be based on spam, attachment, or content examination policies, designed to prevent unwanted emails from reaching your inbox. The Personal On Hold viewer at allows you to view the emails that have been held, and decide if you want to release them or reject them, individually or in bulk. Select the Advanced icon. (Three dots) Select Personal On Hold from the menu Select either a single email or multiple emails Using the Release icon, select one of the following desired actions: Release Email, Release Email & Permit Address, Release Email & Permit Domain.
Never click on an email that looks in any way suspicious. Please report the email to your administrator who can submit a ticket to Corvid Cyberdefense.
Contact your administrator who can submit a support ticket. If Corvid Cyberdefense deems the website safe, we will allow access to the website.
Go to Enter your email address and select Next. Beneath the Log In button, select “Reset Cloud Password.” Follow the remaining prompts to set up your password. More information can be found in the Help Topics and User Guide sections of this page.
If you encounter an issue downloading, installing, or running a program, please follow the steps below:
  • Open the CylancePROTECT client by double-clicking the icon in the system tray, a window should appear.
  • Click each of the tabs in the window to see if any Threats, Exploits, Events, or Scripts appear.
  • If you do see one or more legitimate work-related files listed in one of the tabs, contact your administrator who can submit a support ticket to Corvid Cyberdefense to release the file.
  • If you do not see anything listed, then it’s not likely a CylancePROTECT issue. Your administrator may be able to help.
The login credentials you use for your personal Mimecast portal may be different than the ones used when you receive a secure email message from someone outside of your organization. Here are a few steps you can try to access the message if you’re having difficulty.

  1. Log out of the Mimecast portal
  2. Click the email link again
  3. Enter the email address that received the secure email
  4. Authenticate using cloud password (if prompted)
  5. If the password is unsuccessful, choose “forgot password” to reset it
  6. Log in using your new password
  7. If still unable to access your secure message, please contact your admin who can submit a support ticket to get help.