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Troubleshooting FAQ
1. What
causes undeliverable e-mail errors?
You may occasionally get back an e-mail with the following message: "Returned
Mail: Undeliverable or User Unknown." There are two major reasons that this
would happen:
- The POP server cannot be located or does not exist.
- A valid e-mail box was not found on the addressee's POP server.
Check the spelling of the e-mail address first. Then verify the address with
the recipient. If all seems to be OK, re-send the message. If you are still
receiving returned e-mail, ask the recipient to contact their ISP for assistance.
2. Someone sent me an email but I did not get it, what could be happening?
Email is not instant. Sometimes a server will temporarily hold an email while
it is in transit. Typically if the email has not appeared after 24 hours you can
assume something is wrong. However, it is not unusual for an email to take an
hour or two to get from one place to another, especially if there is an
attachment or one of the email users has a large, national ISP like America
Online or AT&T WorldNet.
If someone sends you an email and you do not get it, try sending email to
yourself. If you have a personal account at home, or you have more than one
email box try to send email to the nonfunctioning one. Some email problems are
simple typos, testing will rule that possibility out. Also, the wording of the
error message you get if the email fails is important, try to get exact wording
on any error messages.
3. My email program complains about the "host not found" when
I try to check email, what should I do?
Usually this means there is an error in the POP3 or SMTP configuration
settings. Check the email
settings page to find out what they should be. Also make sure you have
an active internet connection; if you can't browse the internet you can't get
your email.
4. My email program complains about "user not found" or
"incorrect username" when I try to check email, what should I do?
This is caused by an incorrect setting on your email program or an incorrect
setting on the mail server.
First, check your email program. It should have
these settings in it, and
have your username (your username is your full email address
user@yourdomain.com) in the correct box.
Try using the web interface to
check your email. If it works, then you know your email program is the
problem. If it does not work, then the email box itself is probably the
problem.
If you have checked these items and they appear correct, there may be a
setting configuration error on the server. Contact the mail administrator
iol@homenetinc.com
to ask for help.
5. Why am I no longer able to send
e-mail from my accounts?
If you are able to receive email, but cannot
send email out there are 2 common causes.
1. You do not have the
SMTP authentication option enabled.
2. Your current ISP
provider probably is blocking port 25. The ISP's that block port 25 require
their SMTP server to be used instead of the SMTP server that we provided you
with (mail.yourdomain.com). For example, if you are using MSN, they require you
to use smtp.email.msn.com instead of mail.yourdomain.com. In order to change
those settings, you need to change the Outgoing Mail Server (SMTP) in your
account properties to the one required by your ISP. Please visit our
email set-up page and click on the email client that you currently are
using. Then follow the instructions and substitute mail.yourdomain.com with
your ISP's SMTP server in the Outgoing Mail field (see below).
Click Here for a list
of SMTP servers for various ISPs. If your ISP is not listed you must contact
them directly to find out what their SMTP settings are.
6. Why are ISP's
Blocking Port 25?
Port 25 blocking will stop spammers from sending out huge waves of
unauthorized junk email. With Port 25 blocking, only those which are logged
into your ISP will be able to send mail through the ISP mail servers, thereby
allowing that ISP to block spam sent out through their network
7. How do I change my email password?
Login to the web interface
here. Chose the "Change Password"
option from the drop-down box.
You are then prompted to enter your old password and your new
password (twice to confirm).
Be sure to change the password in your email client if you
check mail from there as well. (see below)
8. Why can't I open attachments in
Outlook Express?
You receive the error message "OE
removed access to the following unsafe attachments in your mail:". You will see
the attachments in the email but they will be grayed out and unavailable. To
enable the viewing of attachments do the following:
In outlook express click on
Tools>Options
Then click on the security tab;
Uncheck the box "Do not allow attachments to be saved or opened that could
potentially be a virus"
Click OK, you may need to restart Outlook Express for the
changes to take place.
**MANY VIRUSES ARE .EXE FILES MAKE SURE YOU KNOW WHAT THE FILE
IS BEFORE YOU OPEN IT!!!**
If you don't know what your password is send an email to
iol@homenetinc.com or
call 610-738-3313.
Unknown passwords can be reset; there is no list of existing passwords so we
don't know what your current password is; please don't ask.
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