FAQs: Email Services Troubleshooting

Why Can't I Receive Email Messages?


There could be several reasons why you aren't receiving your e-mail messages. Please review the following situations to see if one applies to you:

Did you exceed your e-mailbox storage allocation?

If so, e-mail messages sent to your emailbox will bounce back to the sender. To check if you've exceeded your allocation, follow these steps:

1. Log in to Web Mail and look in the bottom left corner of the screen to see our total e-mailbox storage Quota and how much you have currently Used.

If you are over your e-mailbox storage allocation, there are two ways to resolve this:

1. Delete some of your e-mail messages to free up space. This should include emptying your Trash Folder.

2. POP your e-mail messages to your local computer.

Did you set up any e-mail filters?

If so, you may have received e-mail messages, but they are being redirected according to filter conditions. To check this, follow these steps:

1. Log in to Web Mail

2. Click on the Configuration button in the left navigation bar

3. In the list of E-mailbox settings, click on the Custom Filters button

4. Review each of your filters to make sure your e-mail messages are being redirected correctly

Did you forget to renew your domain name and / or emailbox?

If so, your services may have expired. To check this, follow these steps:

1. Log in to My Account Manager

2. If the domain name and / or e-mailbox have expired, select the check box to the left of the expired service then click on the Renew button


"Host Cannot Be Found" Error Message


The primary reason for this error message is the e-mail address you are sending to is not in the correct format (e.g. without the @, with no domain, etc.). Check the email addresses in your "To:" field and try to send the message again.


"Relay Denied" Error Message


The primary reason for this error message is having an incorrect Outgoing Mail (SMTP) server set up for your mailbox.

The Outgoing Mail (SMTP) server should be in the format of: "smtp.myisp.com", where myisp.com" is your Internet Service Provider's Web Address. For example, customers who get Internet access from EarthLink would use, "smtp.earthlink.net."

Some Internet Service Providers may block the use of their Outgoing Mail (SMTP) server if you try to use an email address that was not assigned by them.

If you are still having trouble sending outgoing mail, contact your ISP to verify that you have the correct Outgoing Mail (SMTP) server and that you can use it to send you e-mail messages.


Why can't I send my message with an attachment?


Generally, this is due to the attachment exceeding the allowed size restriction which are as follows:

If you are sending a compressed or zipped file, it should be no larger than 5MB and the total message including attachments and header should be no more than 20MB

Note: When you send attachments via e-mail, the messages need to be encoded to be accepted by the receiving system. The encoding process adds approximately 33% to the total size of the message. For example, a 14 MB message (text and attachments) will total approximately 18 MB once it is encoded for transmission. Some types of attachments are encoded less efficiently so results may vary. Generally, a message of 14 MB or less should pass through with no problems, provided that the message does not cause your e-mailbox to exceed the maximum e-mailbox quota.


Why am I getting a "Loading Please Wait" Error when trying to compose a new message?


If you see the message "Loading Please Wait" when trying to compose an email in webmail, it means that the HTML editor has not fully loaded. The HTML editor allows you to create and format your email message. This is typically caused by heightened security settings on your browser. Most browsers have various security settings that can be adjusted to achieve the right balance between security and functionality for your needs. Below are three steps to resolve the issue.

Browser Security Settings

To correct this issue you can adjust your browser's security settings to allow the html editor to load. In most cases, simply adding the URL "http://mail.yourdomain.ext" to your list of trusted sites will correct the issue and allow you to use the HTML Editor. Please consult your browser's support documentation before adjusting any advanced security settings.

Internet Explorer 8 Compatibility Mode

You may need to configure your browser's "Compatibility Mode". Follow the instructions listed below to configure your browser to 'Display all Websites in Compatibility View'.


How to Change Your Mailbox Password


You can reassign or change an emailbox name without deleting any of the messages currently in that mailbox.

To change a mailbox password through your webmail:

1. Click on the Configuration icon found in the upper left toolbar.
2. Maximize the "E-Mailbox Settings" category.
3. Click on "Password".
4. Enter the old password and the new password where requested.
5. Click "Save".
6. You will see confirmation of the change.

To change a mailbox password through your Account Manager:

1. Log in to My Account Manager.
2. Click on the domain name of your email.
3. Click on the E-mail Settings tab.
4. Click on Edit next to the email that you want to update the password for.
5. Type a new password in the Password text box. Type it again in the Confirm New Password text box.
Passwords must be 8 to 16 characters in length, and must contain one upper case, one lower case, and one numeric character.
Click on the Save button.
6. Your password has now been reset.



Am I Close to My Mailbox Quota?


Log in to Web Mail and look in the bottom left corner of the screen to see our total e-mailbox storage Quota and how much you have currently Used.