Hosted Email Frequently Asked Questions

Hosted Email Configuration / Settings

Frequently Asked Questions - End User

Accessing Your Mailbox

How do I access my mailbox via NetDexia WebMail?
How do I access my mailbox using my email client (e.g., Outlook Express)?

Troubleshooting Your Email Service

I can't connect to the Internet to check my mail. What should I do?
I can't send or receive email. What should I do?
I can't receive emails but am sending them fine.

Getting started with NetDexia WebMail

What is NetDexia WebMail?
How do I sign in to NetDexia WebMail?
When will my email and domain name become accessible throughout the Internet?
How will I know if my domain and email has been activated?
I receive errors when I try and login to NetDexia WebMail. Why is this?
Why can't I access NetDexia WebMail?s
Why can't I access my Email Administration Area?
Is there a way to securely check my email?
Why do I get a user name and password error when I check my email using Microsoft Outlook or Microsoft Outlook Express?

Account Management

I forgot/lost my password. What should I do?
How can I access NetDexia WebMail?
For some reason, my NetDexia WebMail inbox appears empty. Why can't I access the same messages I can see at home?
How much email can I keep in my mailbox?
Can I change my email password?
Can I change my email address?
If I change my email address, will email sent to my current address be forwarded to my new address?
How long will my email be stored on the mail server?
How will I know when my mailbox is full?
What happens if I leave my email on the mail server?
What happens if someone sends an email to a locked, suspended, cancelled or terminated account?
What is a catch-all?

General Email Usage

What is my NetDexia WebMail address?
Does it cost more to send email overseas?
How can I be sure my mail was sent OK?
How long does it take for email to be received?
What are all those acronyms people use in their messages?
What are those marks people put at the end of a sentence?
What is spamming?
What is a virus?
Can I send and receive attachments through NetDexia WebMail?
I have received an attachment - what do I do now?
Through NetDexia WebMail I can't find the addresses I have entered in my email account at home. Why is that?
Why does my email show up blank for some people?

Answers

Accessing Your Mailbox

There are two ways to access your mailbox: (1) through NetDexia WebMail from any computer connected to the Internet and (2) through your email application on your computer (e.g., Outlook Express, Eudora, etc.). There are a few simple steps to connect to your mailbox before being able to send and receive messages:

How do I access my mailbox via NetDexia WebMail?

Access your mailbox by opening your web browser (e.g., Internet Explorer® or Netscape®) and entering your mail.domainname.tld into the address bar (i.e., with domainname and tld being your personal domain name such as companyabc.com). It is that easy! Don't put the www in front of the address though or it won't work.

Enter the user name (i.e., your email address) and password you chose when you ordered the email box, or the user name and password that has been assigned to you, and click on the 'Login' button. You are now ready to send and/or receive messages. As a note, your user name is your full email address.
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How do I access my mailbox using my email client (e.g., Outlook Express)?

Please refer to the Hosted Email Settings.
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Troubleshooting Your Email Service

Occasionally you may experience errors sending and receiving email which are not related to this service. This section is designed to assist you in diagnosing and troubleshooting browser, email client and connectivity issues.

If you are having a problem or issue with your email service, but aren't sure what the problem is, the descriptions below will help guide you towards the solution.

I can't connect to the Internet to check my mail. What should I do?

If you launch your browser and cannot reach any Web site on the Internet, you may be experiencing connectivity problems. Please contact your ISP for assistance.
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I can't send or receive email. What should I do?

Are you experiencing difficulties sending and/or receiving email? Do you try to send or receive email and nothing happens or you receive an error message? You may have incorrect settings established. To view how your settings should be set-up, go to: Hosted Email Settings.
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I cannot send emails but receiving emails fine.

Your ISP may have limited your ability to connect to a remote SMTP server on Port 25. ISPs frequently block this port to thawrt spammers. You may wish to contact your ISP to resolve the issue or
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Getting started with NetDexia WebMail

What is NetDexia WebMail?

NetDexia WebMail is a web-based email service that allows you to access your email from any computer connected to the Internet.
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How do I sign in to NetDexia WebMail?

You can sign in to NetDexia WebMail by using a web browser to go to http://webmail.netdexia.com/. Please sign-in using your email address and password.
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When will my email and domain name become accessible throughout the Internet?

Domain name registrations, once submitted, take the standard Internet activation time of 24-72 hours to be fully accessible on the Internet. Your new email address should also be accessible when this process is complete, assuming the service has been set-up properly.
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How will I know if my domain and email has been activated?

To know if your service is active, please visit the appropriate URL for your domain name (mail.yourdomain.com). If the login page appears, your account is active.
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I receive errors when I try and login to NetDexia WebMail. Why is this?

To use NetDexia WebMail, you must have the correct browser software installed. NetDexia WebMail works with Microsoft Internet Explorer version 4 and above, and Netscape version 4.7 and above. If you are using an older browser, you will need to upgrade to a more recent version in order to use NetDexia WebMail.
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Why can't I access NetDexia WebMail?

If you are having trouble logging into your account or accessing your mail page, please consider the following issues:
- Have you entered your complete email address you@YourDomainName.com and password correctly?
  
  Note: All passwords in this system are case sensitive. To ensure that you never have a problem it is recommended that you make all passwords lower case.
- Has your domain name been activated throughout the Internet? New domain names generally take 24 - 72 hours from the time of submission to be fully recognized throughout the Internet. If you recently registered your domain name, please ensure that you have allowed for proper activation time before logging into your email account.
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Why can't I access my Email Administration Area?

If you are having trouble logging into your account or accessing your mail page, please consider the following issues:

Have you entered your mailbox name (myname@YourDomainName.com) and password correctly? Note: All passwords in the email system are case sensitive.

The password for this area is the same as the password for the mailbox of email administrator. Additional email accounts that you set-up do not have access to this area unless they have been designated as an email administrator.
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Is there a way to securely check my email?

You can check your NetDexia WebMail securely by typing in https://webmaillogin.com/ (notice the 's' in https). For "Mailbox Name" use the full email address and appropriate password for which you are attempting to access the NetDexia WebMail interface. Once logged in, you will be viewing your email in a secure environment. Note: this ensures that your email cannot be intercepted or viewed between your browser and the email server; this does not result in secure end-to-end email from the sender to you or from you to the recipient.

To securely access your mailbox using POP, you'll need to set the inbound and outbound server to webmaillogin.com. To securely access your mailbox using IMAP, you'll need to leave your inbound server set to imap.webmaillogin and set your outbound server to webmaillogin.com.
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Why do I get a user name and password error when I check my email using Microsoft Outlook or Microsoft Outlook Express?

When using the Internet Accounts Wizard to set-up your email POP client, please pay careful attention to the information contained in step 4 "Internet Mail Logon" page. You must ensure that you have entered your complete email address (yourname@yourdomainname.com) in the user name field. Note: Microsoft pre-populates the field with just the account field (i.e. yourname). If you keep this information as presented, you will not be able to access your mailbox.
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Account Management

I forgot/lost my password. What should I do?

In the NetDexia WebMail interface, you can identify an alternative email address to which the password can be emailed. After unsuccessfully trying to login, you will be prompted with the option to request your password. If you have identified an email address for that purpose, it can be emailed to you. To retrieve your lost password, type the Mailbox Name into the field below, and click Send Password. Your password will be sent to the secondary e-mail address specified in the Forgotten Password Recovery section. If you did not specify a secondary address, or to have a new password assigned, send a note to the domain's administrator. The email address of your domain administrator is mailadmin@domainname.com, where domainname is your domainname (e.g. companyabc.com). Note, if a new password is issued and you are using POP or IMAP, you will have to change the password in the account information for your email client (e.g., Outlook Express). Please refer to the user documentation for your email client software to see how this is done.
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How can I access NetDexia WebMail?

To access the web-based email system, use your web browser to first access the login page. The login page for your web-based email is unique for your domain name. Type in the appropriate URL (web site address) for your domain name (mail.netdexia.com).

Once you're at the NetDexia WebMail login page, enter your mailbox name (you@YourDomainName.com) and your password and click the "login" button. Now you will be able to send and receive email. The web-based email system can be accessed from any computer with a browser and an Internet connection.

All email boxes under your domainname.com can access NetDexia WebMail by entering the appropriate URL (mail.netdexia.com) and entering his or her Email address and their password. Remember not to enter www in front of the URL.
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For some reason, my NetDexia WebMail inbox appears empty. Why can't I access the same messages I can see at home?

NetDexia WebMail generally imports only NEW messages from the email server for you to view. If you have already opened them using a POP-based email client (e.g., Outlook Express), you will not be able to see them in NetDexia WebMail because the messages have already been transferred to your email client. In order to collect messages via NetDexia WebMail, you will need to ensure that the mail program on your home computer is not running during the time you intend to use NetDexia WebMail.
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How much email can I keep in my mailbox?

You can keep as many messages and contacts as you want in your mailbox until your account size reaches it's storage limit, which is generally up to 10MB. You can monitor the amount of storage you've used by going to the 'Folders and Address Books' page in NetDexia WebMail as this information is provided in the bottom corner. As an important note, both email and contacts count towards your storage capacity. To learn more about what happens when you approach your storage capacity, see the FAQ for, "How will I know when my mailbox is full?"
Can I change my email password?

Yes. You can change your password in the NetDexia WebMail interface in the Password Management section. Also, if your mailbox has been activated with email administrator privileges, you have the ability to reset the password for any given account on that domain. Within the Email Administrator, the first screen is a list of accounts on that domain. Find and select the account for which you would like to change the password. Once selected, you will be able to enter and confirm the new password. The password is immediately updated.
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Can I change my email address?

Yes. An individual with email administrator privileges can change the email address of any mailbox at any time through the Email Administrator application, which can be found at http://webmail.admin.netdexia.com/
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If I change my email address, will email sent to my current address be forwarded to my new address?

No. Be sure to let people know that you are changing email addresses before doing so. Otherwise, messages sent to your old email address will be returned to the sender, marked "undeliverable".
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How long will my email be stored on the mail server?

Email sent to your address is stored on a mail server until you retrieve it using email software (Outlook Express, Netscape Messenger, Eudora, etc.) or delete it using NetDexia WebMail.
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How will I know when my mailbox is full?

You will begin receiving storage limit alerts when your mailbox reaches 80% capacity when you login via NetDexia WebMail or attempt to access your email via your email client. These warnings will be delivered as alerts either through the NetDexia WebMail interface or as error messages that appear when you attempt to send/receive mail in the email client. These alerts will not be delivered as email messages. Alerts will be generated every 10 minutes and will continue until the storage space used is reduced to below 80%. You must be logged into NetDexia WebMail or using their email client in order to receive the alert. If you connect to your mailbox using an email client, the alert is displayed as an error message, and you should try to connect again to send/receive mail as you may not be at 100% capacity. If you do not retry immediately, but make the next send/retrieve attempt more than 10 minutes later, and the mailbox is still over its storage limit, the alert is generated again and the send/receive is refused again. You should retry immediately if you see the alert messages.

100% Storage Capacity Reached: You will continue to receive alerts when your mailbox reaches 100% of the storage capacity. When 100% is reached, the email system will begin permanently rejecting all new messages. The sender of any email to this account will receive an email indicating 'quota exceeded' with a permanent mail delivery failure. Until you delete messages or upgrades the mailbox storage space, mail will continue to be permanently rejected.

It is recommended that you delete messages and/or contacts when you begin receiving these alerts to ensure that you continue to receive messages as expected. Please be aware that file attachments in an email may quickly use up your storage space! If you receive a message that would cause you to exceed your storage limit, that specific message will be rejected. For example, if 5MB of your 10MB storage is used and someone sends you a message that is 6MB in size, the message would be rejected.

Reducing Mailbox Size or Buying More Storage: You are required to use the NetDexia WebMail interface to delete messages, as POP and IMAP access is disabled on accounts that have exceeded their storage limit. Alternatively, you could look into purchasing more storage space. If you are using POP to access mail through an email client, you may also wish to not leave mail on the email server, which is an optional setting in email clients. This will ensure that only new mail that you haven't retrieved and contacts count towards your storage limit.
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What happens if I leave my email on the mail server?

Your email client software (e.g., Outlook Express) may have an option to "leave mail on server". If this option is selected inadvertently or otherwise, your mailbox (on the server) may fill up and cause you not to be able to receive email, even if you've already read your email.
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What happens if someone sends an email to a locked, suspended, cancelled or terminated account?

If an email is sent to a locked, suspended, cancelled or terminated account, an automated reply message will be sent to the sender of the message advising them that their email message was unable to be delivered. The original message will be included as an attachment within the body of the automated reply message.
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What is a catch-all?

A catch-all is an address that is specified to 'catch' any email that is addressed to your domain name, but does not match any of the email addresses set up for that domain name. So if an email is sent to an address that you have not set-up or if the person misspelled the name section of the email address, then the system will catch it and route it to a pre-defined email address.

For example:

A company has three mailboxes (not aliases) setup for YourDomainName.com. They are:
- Info@ YourDomainName.com
- Sales@ YourDomainName.com
- Webmaster@ YourDomainName.com
Info@YourDomainName.com is set as the catch-all. A customer sends an email to advertising@YourDomainName.com, which is not set-up. The catch-all then routes that email to Info@YourDomainName.com.

Please note that you can only have one catch-all address per domain.
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General Email Usage

What is my NetDexia WebMail address?

Your email address (e.g. yourname@yourdomain.com) is the address that either you purchased or was assigned to you by your email administrator.
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Does it cost more to send email overseas?

No. There is no additional charge for sending email outside of the country of origin. This is one of the benefits of the Internet - no long distance charges regardless of where you send your email message or where the website you want to look at is located!
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How can I be sure my mail was sent OK?

There are many factors involved in the delivery of an email message. Our mail server tries for up to three days to deliver a message. If you do not receive a message stating your email was "bounced" or rejected after that time, it is safe to assume that it left our mail server. Here are some additional conditions which influence email:
- The server on the receiving end
- The path (other servers, etc.) that an individual message takes to reach its destination
- The type of system receiving the mail (UUCP, etc.)
One way to test an email is to send a carbon copy (CC:) to yourself. If our mail server sends the CC message to you, it was properly sent from our mail server.

If you are having trouble sending email to a specific individual, it may be with their email system, Internet connection or email program.
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How long does it take for email to be received?

The length of time it takes to receive an email can depend on many variables - the speed of the local network, the amount of traffic on the Internet, and the speed of the recipient's Internet provider. Generally, email can be received from within minutes to 2 days.
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What are all those acronyms people use in their messages?

In the heat of a chat room exchange the last thing you want to do is waste keystrokes typing common sayings. To get around this, people have started using acronyms. The following is a list of acronyms commonly used:

BTW - By the way
FWIW - For what it's worth
FYI - For your information
IMHO - In my humble opinion
IMO - In my opinion
LOL - Laughing out loud
OTF - On the floor (laughing)
PMFBI - Pardon me for butting in
PMFJI - Pardon me for jumping in
ROTFL - Rolling on the floor laughing
TIA - Thanks in advance

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What are those marks people put at the end of a sentence?

Those marks are called emoticons or smileys and they are used to convey emotion. Since you can't see anyone in the chat room, the expressions and inflections of voice we use to convey emotion when talking are lost. To make up for that, a system of symbols has developed which uses common keyboard marks. The following is a short list, but remember, have fun and be creative:

:-( Sadness, disappointment
:-) A smile, also :-> or :^]
8-) Goofy smile, or wearing glasses
;-) A wink
:-& Tongue-tied
:-o Shock, surprise
:-p Sticking tongue out
:-} Another goofy smile
:-{| Mustached straight-man
:-)8 Formal occasion
:-x Speechless

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What is spamming?

Spamming is when someone send unsolicited messages to several Usenet groups, chat rooms and/or thousands of individual email addresses. These messages often promote a business or point-of-view. If you send one, you risk receiving thousands of angry responses from those who received the message and having your account cancelled.
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What is a virus?

A virus is a program designed to corrupt (and copy itself into) other programs and alter the way they work. The impact of viruses can range from making your computer crash during certain operations, to deleting important files, possibly rendering your computer inoperable. These days, most viruses are transmitted over the Internet via email attachments. A special type of virus, which is actually called a "Trojan Horse," is a program designed to look like it's doing something normal while actually playing havoc with your computer's files. However, unlike a true virus, a Trojan Horse can't reproduce itself, nor can it "infect" programs. Viruses are programs that can only infect other programs, as well as files containing "macros" (a series of commands grouped together to automate a complex series of tasks) such as Microsoft Word and Excel files. Computer viruses can be transmitted through Web pages or complex email messages. To be safe, you can configure your email program to not display HTML in email.
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Can I send and receive attachments through NetDexia WebMail?

Yes. You can send and receive as many files as you want in a message - up to 10MB including attachments
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I have received an attachment - what do I do now?

If you have received an email attachment from someone, usually all you have to do is double click on it and it will open in the appropriate program. However, some email programs save the attachments in a special folder on your hard drive. For example, there are some versions of Eudora that will save attachments in the Eudora/attach folder. In this case, you would have to open Windows Explorer or File Manager and go to your Eudora/attach folder to double click on the attachment. If the file does not automatically open in the correct program, it may be that you do not have a program that can read the file, or the file association with a specific program has not been made.
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Through NetDexia WebMail I can't find the addresses I have entered in my email account at home. Why is that?

Your NetDexia WebMail address book is not connected to the address book you have created through your POP account on your home computer. You will need to create a separate address book directly in your NetDexia WebMail account.
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Why does my email show up blank for some people?

Email can be blank for a number of reasons, the most popular reasons being incompatible email programs and differing encoding mechanisms in email programs. The two most popular encoding mechanisms are MIME and Bin-Hex. If you have a Macintosh and send your email encoded in Bin-Hex, and your recipient does not have an email program that can decode Bin-Hex, they will most likely have a problem reading your mail. Thankfully, most popular email programs have overcome this issue by being able to decode both MIME and Bin-Hex encoding.
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