Trial FAQ and troubleshooting

Setup

The Overview page is empty. Is something broken?

Probably not. Check the verdict at the top of Home. If it says INKY is not protecting this team's mail yet, the Overview is empty because there is nothing to chart. Finish the setup checklist. See Getting protected: the nine setup steps.

Microsoft will not let me grant INKY access.

The consent screen needs a Microsoft 365 or Exchange global administrator on the tenant being protected. That is often not the account you signed in to the INKY console with, and browsers reuse whichever Microsoft account they already have. Open the consent link in an incognito window and sign in as a global admin for that tenant.

Setup says it is done, but mail is not flowing.

Check two things, in order. Every protected domain's MX records point at INKY, and the mailboxes you expected in scope are in the include group. A message trace on the platform side shows where mail is going. See Run a Message Trace in Microsoft 365 or Run an Email Log Search in Google Workspace.

A step went green and then stopped being green.

These checks read live state rather than remembering that you once passed them. A domain removed from routing, or a group emptied, moves the relevant check back. The row names what is missing.

How long does routing take to take effect?

Minutes, usually. Mail platforms do not update instantly, and INKY waits before declaring the changes propagated. If it has been hours rather than minutes, something upstream did not apply.

A setup step says "Not tracked". What does that mean?

INKY could not decide that check either way. It is not a failure and it does not block the steps after it. The usual cause is reading the checklist against an organization rollup rather than against one tenant, so switch the team selector to the tenant itself and read it there. See Getting protected: the nine setup steps.

Using the console

Why is a card locked?

Cards on Home stay locked until mail is flowing through INKY. Configuring detection for mail INKY cannot see tells you nothing.

A card says it needs a higher tier.

Account takeover detection, DMARC domain checks and email signatures depend on the bundle your trial was set up with. The cards stay visible so you can see what they do. Your Kaseya representative can tell you what a different bundle changes. See INKY Email Security Bundles.

A card says it needs outbound mail routed through INKY.

Signatures and account takeover detection both work on the mail your staff send, so they need outbound routing as well as inbound. That is a routing change rather than a purchase. See Outbound Mail Protection.

Can I dismiss the band at the top of the page?

Not while your mail is unprotected. Once mail is flowing it becomes a quiet day counter rather than a warning.

I closed a walkthrough by mistake.

Press Show me around in the top bar and pick it up where you left off. See Guided walkthroughs in the INKY console.

My colleague sees different walkthroughs than I do.

Walkthroughs are offered per person and filtered by what that login can reach. Progress is per person too.

Results

INKY has not caught anything. Does that mean it is not working?

Check the verdict on Home first. If it says you are protected, INKY is analyzing your mail. After that, a low count usually means a small protected group or a quiet month. Both are common, and neither is a fault. What INKY has found: reading your trial results covers four things a quiet trial still tells you.

INKY flagged a sender we trust.

That is often a real finding rather than a mistake. Mail sent on your behalf by a third-party service often fails authentication, and INKY cannot distinguish that from spoofing. If you know the sender is legitimate, allow it, from the allow list or straight from the message. See Allow List Overview.

Our staff are asking about the banner.

Expected, and easier if you get ahead of it. End-User Rollout Guide has material you can send them, and INKY Email Assistant Explained explains what the banner is doing.

Are graymail and threats counted together?

No. Newsletters and bulk mail are counted as graymail. Threats flagged counts messages with real attack evidence. Mixing them would overstate what INKY found.

The trial itself

How long is my trial and where do I check?

Most run 30 days, but the exact length is set when the trial is created. The counter on Home and the band at the top of every page both show Day X of Y and the days remaining.

Can I get an extension?

Ask your Kaseya representative. Once one has been applied the counter reads Includes your one extension, so the number you see is the real remaining time.

Does INKY stop the moment my trial ends?

No. Analysis carries on for a short window past the end date, so a decision that runs a few days late does not leave your staff unprotected. Home states the day protection actually stops, and the end-of-trial email quotes the same date. Read it there rather than counting. See Continuing with INKY after your trial.

Can we run a second trial later?

Each organization gets one trial. If you need to revisit INKY after one has ended, talk to your Kaseya representative rather than starting again.

Will we lose our settings if we buy?

No. Everything you configure during the trial is ordinary INKY configuration and carries over.

How do I tell you we want to continue?

Contact sales on the Home page, or go straight to your Kaseya representative. See Continuing with INKY after your trial.

Who do I contact for help during the trial?

The Kaseya helpdesk at helpdesk.kaseya.com. Setup problems spend trial days, so raise them early rather than working around them.