The Web is the source or many questions, some technical and some practical. Here's our answer to the ones we're most frequently asked. Yours isn't in there? Just write to us and ask. We'll do our best to answer.
Many e-mail problems are caused either by the mail client software used itself (Outlook, Thunderbird, etc.) or the operating system (Windows, MacIntosh, etc.). Our first advice is to try the following BEFORE contacting us to report a problem:
If you have not changed anything in your e-mail configuration since your last use and cannot SEND e-mails, the problem lies either with your Internet connection or with a wrong configuration of your e-mail's SMTP parameters. Contact your Internet Service Provider.
If you have not changed anything in your e-mail configuration since your last use and your Internet connection is working properly, pay attention to what the error notice says to pinpoint the problem.
a) If the error messages mentions the POP server, wait about 10 minutes and try again. The server might just be rebooting. If that message persists after 10 minutes, report the problem and provide us with:
b) If the error message mentions something about "time out", there might be a large or corrupted message blocking your mailbox.
In your e-mail application, search in the account's advanced settings for "Server timeouts" settings and extend it to a longer period. This way, if it's a very large message that is blocking your mailbox, it will give it more time to try and retrieve it.
Use Webmail to visit your mailbox on the server, find which e-mail is blocking it, read it on the server and delete it afterwards.
If none of these solve your problem, report the problem and provide us with:
Webmail is an e-mail management application integrated to your hosting Web servers, enabling you to access your e-mail remotely, using the Web browser of any computer linked to the Internet. All clients hosted on our servers have access to this service for free.
To access Webmail, enter the following address: http://webmail.yourdomain.com (replace "yourdomain.com" by your own domain name - DO NOT ENTER www in front of the address). Enter your email username and password, select your language of choice and go! The interface is easy to manage and online help is there to guide you.
Webmail is a temporary solution to manage your email. Even if the email remains on the server, equipment failure (however improbable but possible) could likely make you loose all your e-mails (daily backups do not cover e-mails). Furthermore, your server space being limited to the hosting plan you have selected, if you go over quota, all read email will be automatically deleted.
Check your e-mail application's trash bin and spam folder to ensure that the message was not sent there.
If you benefit from our email spam filtering service:
Check with your correspondent that he has entered the right e-mail address for the message. 99% of errors are caused by either misspelled addresses or the user mistakingly selecting another name in his personal address book and the message was simply sent to the wrong person.
Make sure with him that the message has indeed *left* his computer and that it didn't simply stay stuck in his outbox. Also ask if he has received a non-delivery (bounce) message and what it says. If he uses the memory function of his e-mail application that "suggests" your address when he starts typing it in, tell him to erase it from his memory and to retype your e-mail address, without using his computer's prompts (even if has used it tens of times before).
If the problem persists after a second test, report it and provide us with:
Upon activation of a new account, we usually provide all clients with a document containing all access codes to domains and e-mails. If you have lost it, report the problem and provide us with:
The Internet has gotten us used to lightspeed communications, but be patient. From time to time, mail servers are subject to spam attacks. This results in a backlog in mail delivery that can take up to two hours to catch-up to. Other times, it can be you're correspondant's SMTP connection that is experiencing problems and delays.
If you benefit from our email spam filtering service, make sure to check your spam filter and that your correspondent has indeed sent the e-mail to the *right* address. Typos are common.
If you have not received the expected e-mail two hours after it has been sent, and you have verified with the sender that it was indeed sent to the right address, report the problem and provide us with:
If you benefit from our email spam filtering service:
Email filtering is an external service provided by MX Guarddog spam filtering and is managed under a master account held by Natmark. This allows us to help you manage your spam through advanced features only available to us.
To manage the advanced features of your filter yourself, contact us so we can activate the needed authorizations and access rights.
** However, be aware that those advanced features come with consequences that may jeopardize email delivery, should you modify settings you should not have touched.
In the web based quarantine view, an icon appears to the left of each message. Here's what they mean:
When bulk mail is placed into quarantine, it is identified by an orange email icon. Bulk mail are messages that are normally sent through a paid service, designed specifically for sending large quantities of mail. Many companies and websites will regularly send their customers promotions and marketing material through these bulk mail services.
When a message is identified as flagrant spam, it is excluded from the email quarantine report. This allows to reduce the number of messages we include in email quarantine reports. However, all messages remain in the web based quarantine view, so you retain access to all messages if necessary.
This icon speaks for itself and indicates an email that is infected with a virus. For your protection, these messages can't be released from quarantine.
Although our filter blocks about 90% of spams, it is normal for some to slip through and for this amount to increase during major attack periods that happen now and then.
If the problem persists for more than a week, your filter might need an adjustment. Report the problem and provide us with the e-mail address having the problem.
If your domain is NOT covered by our spam filter, contact us to enquire about our very affordable spam filtering services.
When you receive lots of Mailer Deamon messages all of a sudden (it can be up to 70 a day), it usually means one of three things:
1) your computer is infected with a virus and is being used to send out spam;
2) your e-mail password has been compromised and your account itself is being used to send out spam. If such is the case, we will probably notice this situation and will deactivate your account temporarily, until we can reset your password for a more secure one and settle this situation with you.
3) your e-mail address is being used by a spamming robot to send spams using your profile. When those spams reach servers with filters or when the e-mail is no longer valid, they are simply bounced to the "sender's" address (yours!).
First, make sure your computer is not infected. If you're clean, there is unfortunately not much you can but wait for the robot to switch addresses and drop yours. If you're lucky, this should stop within about a week.
You can always add a rule to your personal e-mail application so it deletes all Deamon messages upon receipt. But by doing so, you will also deprive yourself from receiving letigimate Deamon notices when you have sent mail to a wrong address.
Make sure your Internet connection is working and that you typed-in the right address in your Web Browser. If you are able to surf to other sites and your connection if working correctly, wait about 10 minutes and try again. The server might just be rebooting after an update.
If you still cannot reach your Website after 10 minutes, report the problem and provide us with:
If the link you are clicking is supposed to lead to an outside Website, make sure that site is not simply temporarily offline. If, after a few days, the site in question is still giving you an error page, send us an e-mail indicating which link is outdated and what to replace it with. Note that there might be costs involved since links to outside Websites are not our responsibility to supervise.
Make sure to also visit our General FAQ.
Not finding an answer to your question, we'll do our best to provide one if you contact us and ask.