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 filter to ensure that the message is not caught in there. You might also want to check that your computer's spam filter or antivirus has not blocked the message.
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.
Be patient but while waiting, make sure to check your own computer's spam filter and antivirus software and that your correspondent has indeed sent the e-mail to the right address.
If you have not received the expected e-mail five 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:
Download the filter user manual and take a few minutes to familiarize yourself with its basic functions to make the most of your filter and maximize its efficiency.
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.
Someone just sent you a virus alert by e-mail and you're losing sleep over it? Don't be alarmed! If your system is infected, it's already too late to panic anyway. Here's what you should do:
1. Cease all Internet related and file swapping activities
Shut down your Internet connection and take your computer off the network (when many computers share the same connection). Most viruses spread either via e-mail, through shared network connection, or by files sent, received or exchanged. So make sure that you are not infected before getting back online.
2. Verify if the alert is TRUE before spreading the word
Go right to the source! Businesses specialized in fighting viruses know what is going around. Why not make it a habit to consult their hoax list to see if your "alert" is not one of their "top ten". Two good places to look:
3. Install antivirus software and update your virus definition files regularly
Most antivirus software can automatically schedule periodic up-dates when you are on line. Others merely require the click of a button. The whole up-dating procedure usually takes less than 5 minutes.
4. Educate yourself on viruses and how they spread
There is nothing like understanding a given topic to feel more secure and in control. A simple visit to the experts' sites can teach you much. A good place to start is here.
Remember that whatever precautions you take, there is always a risk of infection when you open your computer to the outside world, be it through downloading, exchanging or receiving files. Make it a priority to protect your system adequately to prevent the infection and spreading of viruses to your contacts and clients.
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.