Email & WebMail - FAQ

 

1. What is spam? What are your policies regarding spam?
2. What is the ACS EasyMail Administrator?
3. Are ACS Email accounts POP3 accounts?
4. Can I check my ACS Email with Microsoft Outlook, Eudora or Netscape Mail?
5. Do you offer email forwarding?
6. How do I use your WebMail feature?
7. Can I use the Auto Responder with an Alias account?
8. I have exceeded my Disk Quota Limit and cannot send email. What should I do?
9. I was asked to submit full header information to the technical support department. How do I do that?
10. What are the generic mail settings for configuring an email client?
11. How often are the email usage statistics in the ACS EasyMail setup updated?
12. I just deleted and recreated an email account. An error returns that says, "Cannot login, authentication error". It was working before, why isn't it working now?
13. Why do I get a relaying denied error, SMTP Authentication, Can't deliver mail error?
14. Why do my email messages appear to come in batches via a POP client?
15. Why I am receiving double email messages in my inbox?
16. Why can't I delete messages through my WebMail service?
17. My email messages are in my WebMail, but not in my POP client.

 

 

 

 

 


 

1. What is spam? What are your policies regarding spam?

Spam is unsolicited email or newsgroup postings, usually advertising products or services. Spamming (sending junk email) generates a very negative response from most of its recipients. Since it is best to avoid this, we enforce a strict Anti-Spamming Policy. According to our policy, if you send spam from your domain, your account will be terminated. To ensure that you do not unintentionally generate spam, please obtain permission from your intended recipients before you add them to your distribution list.


 

2. What is the ACS EasyMail Administrator?

ACS EasyMail removes 100% of the hassle and frustration associated with administering local mail services. It completely eliminates the need for specialized hardware on your premises. We run it all for you from our network and give you access to our innovative ACS EasyMail Wizard remote email administration tools. ACS EasyMail Wizard assists you with all aspects of running a corporate email network. You can change your employees' internet email addresses, delete old accounts and create new ones, all from one simple interface.


 

3. Are ACS Email accounts POP3 accounts?

All ACS EasyMail accounts support POP3 accounts. This means that your mail sits on our servers until you download it to your email software.


 

4. Can I check my ACS Email with Microsoft Outlook, Eudora or Netscape Mail?

Yes, you can use any of these email programs to send and receive your mail. All you need to do is configure them to download incoming mail (POP3, IMAP) and send outgoing mail (SMTP).


 

5. Do you offer email forwarding?

Yes, you can forward your ACS EasyMail accounts to any existing email account, whether it's on our servers or not. It's easier than forwarding a call on your phone!


 

6. How do I use your WebMail feature?

To check your mail online, use our new WEB BASED email client at:

http://webmail.myacsol.net

 

Using your username and password, you can check your mail from anywhere in the world. Remember, your email will not function correctly until domain name propagation is complete. This typically takes between 24 and 48 hours.


 

7. Can I use the Auto Responder with an Alias account?

No, the Auto Responder feature works for POP accounts only, no forwards are allowed either.


 

8. I have exceeded my Disk Quota Limit and cannot send email. What should I do?

If you have exceeded your Email Disk Storage limit and are using POP-to-send, you will be unable to send messages. You may do one of the following:

 

1. Change your method to SMTP Authentication (See instructions below).

Or perform the following steps to remove mail from the server:

 

Using Outlook Express:
1. On the menu bar at the top of the application, click on "Tools"
2. Select "Accounts" from the drop down menu
3. Click the "Mail" tab from the pop-up window
4. Highlight your mail account in the list
5. Select "Properties" from the side menu bar
6. Click the "Advanced" tab from the pop-up window
7. Ensure that the "Leave a copy of messages on server" checkbox is UNCHECKED
8. Click "OK"
9. Click "Close" on the "Internet Accounts" Window
10. Click "Send/Receive" at the top of the Outlook Express tool bar
The above procedure will remove your messages from the server and save them to your PC, freeing up disk space on the server for your email account.

 

After completing the above steps, you will be able to send mail normally by the following day.

 

If you wish to leave messages on the server, we suggest that you rotate/remove messages after a period of 7 days. To do so, please do the following:
1. On the menu bar at the top of the application, click on "Tools"
2. Select "Accounts" from the drop down menu
3. Click the "Mail" tab from the pop-up window
4. Highlight your mail account from the list
5. Select "Properties" from the side menu-bar
6. Click the "Advanced" tab from the pop-up window
7. Ensure that the "Leave a copy of messages on server" checkbox is CHECKED
8. Ensure that the "Remove from server after day(s)" checkbox is "CHECKED"
9. Enter the number of days in the "days" field (suggested 7)
10. Click "OK"


 

9. I was asked to submit full header information to the technical support department. How do I do that?

 

In Microsoft Outlook:
• Highlight the message by clicking on the email.
• Right-click on your mouse.
• Select Options from the list of options.
• At the bottom of the window that opens you will find a section labeled Internet Headers.
• Copy and paste all of the information into the body of an email and send it to our support department for review.
• Please remember to include the domain name, alternate email address if required for contact, and email address affected.
In Microsoft Outlook Express:
• Highlight the message by clicking on the email.
• Right-click on your mouse.
• Select Properties from the menu list
• Click on the Details tab, then click the Message Source button
• Copy and paste all of the information into the body of an email and send it to our support department for review. Please remember to include the domain name, alternate email address if required for contact, and email address affected.


In WebMail:
• Click and view the message
• Click the Display Headers link
• The additional information listed is the required header information


 

10. What are the generic mail settings for configuring an email client?

The generic mail settings for your email account should be setup in your software as follows:

 

POP: mail.yourdomain.com
SMTP: mail.yourdomain.com
Username: emailaccount.yourdomain.com (i.e. - john.johndoe.com)
Password: your password

 

* To avoid smtp relay problems, please enable outgoing SMTP authentication when setting up your mail client. For more information, see questions number 13 below.

 

For step-by-step client specific (Outlook, Eudora, etc.) setup instructions, please see our General Help manual.


 

11. How often are the email usage statistics in the ACS EasyMail setup updated?

The statistics for email disk usage is updated on a nightly basis. Any email received through WebMail, will be counted towards disk usage for that day. Please check the email disk usage tool on the following day for an updated total for all of your email accounts.


 

12. I just deleted and recreated an email account. An error returns that says, "Cannot login, authentication error". It was working before, why isn't it working now?

The deletion of ACS EasyMail accounts are queued for execution once a day, overnight. When an account is deleted and re-created on the same day, a new email password must be created. The password previously used on the account prior to deletion cannot be used again. If it is, an authentication failure or "login error" will occur when you attempt to log in to your account. If desired, the password can be changed back to the original password after a 24 hour period.


 

13. Why do I get a relaying denied error, SMTP Authentication, Can't deliver mail error?

Our system is designed to work with SMTP authentication (enabling instructions below). We do however have a backup system that may take up to one minute to enable mail delivery without SMTP authentication causing the 'Relaying Denied' error. Subsequent attempts should result in successful mail delivery.

 

To enable SMTP authentication on Outlook Express:
1. Open Outlook Express
2. Select 'Tools' from the menu bar
3. Click on 'Accounts' from the drop down menu
4. High-light desired email account from list
5. Select 'Properties'
6. Select the 'Servers' tab
7. Check 'My Server Requires Authentication' below 'Outgoing Mail Server'

 

Some ISP's block the default outgoing SMTP port 25 traffic to all machines except their own mail servers. If you get errors trying to send mail via "mail.yourdomainname.com" - try changing your SMTP port from 25 to 1025. We have setup port 1025 as an alternative SMTP port that should be available from all ISP's. Usually this setting is available in the advanced SMTP properties area of your mail client.


 

14. Why do my email messages appear to come in batches via a POP client?

There are times that mail appears to be delivered in batches. This is caused by aggressive POP clients that check their mail rapidly and frequently. Each time your mail is checked, your email box locks and your mail is not added to the POP version of email. Approximately 90 seconds later it will attempt to re-send all of the waiting messages.

 

To prevent this from happening, we recommend that you set your mail client to check for mail every 20 minutes.


 

15. Why I am receiving double email messages in my inbox?

If you continuously change from POP to WebMail, you may receive duplicate messages if you set "Leave Mail on Server" to "On" within your email client.

 

The following are possible solutions:

  • Do not leave mail on the server
  • Leave mail on the server but not for extended periods of time (this will only duplicate emails for the specified period)
  • Ignore/Delete any duplicate messages

 

16. Why can't I delete messages through my WebMail service?

There are times when a 250 MB business class email account approaches or is above the 250 MB storage limit, the deletion of email from the server locks up. We suggest that you check your ACS EasyMail Setup in your ACS Domain Management control panel to ensure that the account is almost or above your 50 MB limit. If so, perform one of the following steps to successfully remove email from your account:

 

a. To remove all messages on the server or to delete them, you must delete and re-create the account through your ACS EasyMail Setup in your ACS Domain Management Control Panel. You will be required to create a new email password at this time.

b. To remove a limited amount of email from your account, create a POP account using an email client such as Microsoft Outlook Express, Microsoft Outlook, or Eudora. Download all of your messages via POP and then proceed to remove the
unwanted emails.

c. Should you wish to keep all of the remaining messages on the server, remove the POP settings in your mail client (keeping the SMTP settings) and proceed to forward all email to the same email address.

d. You can use third-party software to remove specific messages, such as "Email Remover".


 

17. My email messages are in my WebMail, but not in my POP client.

There are times that your email will be delivered in WebMail and still not delivered in POP. This is caused by aggressive POP clients that check their mail rapidly. Every time your web-based email is checked the mailbox is locked and the mail will not be added to the POP version of email. Approximately 90 seconds later it will attempt to re-send the message.

 

To prevent this from happening, we recommend that you set your mail client to check for mail every 20 minutes.