Support :: Email Problems

My email doesn't work what do i do?

1. First check that you have an internet connection!
   • Can you surf the web with your browser?
   • Try searching for something that you have never searched for before, such as "bannanamonkeycurryeggs" to make sure that you are seeing new pages and not ones cached on your machine.
     • If you cannot then the problem is likely to be that you do not have an internet connection at all. Rather than a problem with your email service from Linx Data Ltd.
2. If you do not have an Internet connection
   • then turn off your pc - modem and router if you have one.
   • Turn them back on again starting with your modem and working back to your machine.
     • Is the power light on on your modem?
     • Are the appropriate connection lights on?
     • If not then you are likely to have a problem either with your connection or your modem and therefore need to contact your ISP (Internet Service Provider).

If you do not have a connection to the internet this is not sadly something that Linx Data Ltd. can help you with. We provide website hosting, website design and maintenance and email services. Your Internet connection is provided by your ISP (Internet Service Provider). i.e. NTL or BT etc..

Send problems.
There are several common causes of problems with sending email:

• Mail queued.
  • If you appear to be able to send email but it never arrives, it may be in a queue. Some applications put email in a queue when you send it, and the user has to manually send all queued mail to actually transmit it.
  • Check your File and Edit menus for any queues, and also check the status of the email in the Out mailbox to see if it was actually sent -- if not, send it again.
  • Once the mail has actually been sent then your Out mailbox should be empty and the messages should have been moved to the Sent Items mailbox
• Send on check.
  • This is a common problem -- many email servers are configured to use the password authentication involved with checking mail to allow the sending of mail, and therefore require clients to check for mail at the same time or just before sending mail.
  • If you are setup to receive email from your domain sometimes your outgoing mail server (i.e. your ISP) will require user authentication. Therefore you will need to put the tick in the SMTP configuration box where you see something like 'my outgoing mail server requires authentication' and you may need to enter your username and password.
  • If you get an intermittent error message and can send at some times and not others, make sure the option "send on check" is enabled in your email settings. As a temporary fix, you can often solve the problem by manually checking for mail shortly (a few seconds or minutes) before sending mail. This problem can also produce the message "relaying not allowed" described below, for much the same reason.
• Relaying not allowed.
  • Many Internet access providers require clients within their network to use their own servers for sending mail, as a policy intended to cut down on email spammers sending spam through other provider's servers.
  • If you have more than one email address and can download mail without problems from a POP account on a different domain than your Internet access provider, but get the error "Relaying not allowed" when you try to send, then you probably need to set the outgoing SMTP server address to the mail server of your Internet service provider, instead of your email provider. Search your Internet network provider's home page or call technical assistance to obtain the address of their SMTP server, and enter it in your email client settings (first copy and save your existing server setting in case you need to set it back).
  • This error message can also be produced by the "send on check" issue described in the bullet above.
• Server down.
  • If you can do a successful connection check, and the above suggestions don't help, and a recipient continues to say that email sent from you does not arrive, and you are certain their address is spelled correctly, then one of the email servers between you and your destination is likely down.
  • Blocked email is typically cached and sent when the missing server comes back up, usually within a few hours or days. If the problem persists and you can successfully send to other email addresses, then the email provider of your recipient is likely having a problem -- you should contact them by phone and ask them if they are getting email from anyone else, request they send an email to you, and if necessary suggest they do a connection check from their end to help diagnose the problem.

Receive problems.
If you can receive email from some people but not others, and can do a successful connection check, then it is likely that your connection is fine and the sender is having send problems. However, if you can't receive email from anyone, then try the following:

• Display checks. First, manually recheck for new mail again, and then close and reopen your In box to try and reinitialise the display trigger. Then resort the In box by the Date/Time field, usually by clicking on the Date/Time column header, and then check both the top and bottom of the mailbox to see if email was downloaded but listed out of view.
• Filters - Rules. Check to see that email you are looking for isn't being filtered out of your In mailbox into some other folder before you see it. Check your filter folders and Junk E-Mail folder, and if needed use your email application's "edit / find" function to search all mailboxes for an identifying string in the expected email, such as the sender's email address. Your rules should not delete email they should move it to a folder to be dealt with. This prevents the accidental deletion of emails that are mistakenly identified as spam etc.
• Configuration problem. If no new email shows up from the display check, and you are certain that messages from several sources are pending, then first check your configuration settings, especially your incoming POP server, email address, and user name. If you know your email password, try deselecting the "save password" option, closing and restarting the program, checking for mail, and re-entering your password to reinitialise the connection. If these suggestions don't work, then contact your email provider for assistance.

If you are receiving email from some people but not from others then try sending the person with problems an email for them to reply to. If that email is received correctly then it is possible that the person sending the email to you has misspelled your email e.g. info@linksdata.net rather than info@linxdata.net.

Lost password.
If your email application saves your password and the connection was recently broken by a program crash or similar event, then sometimes you will be asked to reenter the password as a security feature. If you are asked for your password when you try to reconnect, then just re-enter it if you remember it (often the same as your Internet logon password for email from your ISP, or the password provided to you by Linx Data Ltd. for you to receive email from your domain), or phone your email provider for help.

Your email client needs to be correctly configured to work properly.

Each email application has a Settings, Options, Preferences, or similar menu item under the Edit or Tools menu. The best advice for initial configuration of your email client is to follow the instructions provided by Linx Data Ltd. when your account was setup, we provide telephone help with setup of email settings for most common email clients. (see the email setup section of web hosting for helpful information for your email client).

Common settings are described below in alphabetical order:

• Address: Your email address, such as "info@domain.co.uk" (all in lower case).

• Attachment directory: Set this to the name of the folder where you wish attachments to be stored. You should create a folder called "Attachments" or "Download Files", and store it in your 'My Documents' directory or somewhere easily accessible so that downloaded attachments don't get buried where you won't notice them.

• Check for mail: Set to some reasonable interval for automatically checking if you have mail, such as 15 minutes.

• Connection method: Often PPP, or network (LAN), modem, or offline. Historical: SLIP (late 1990's).

• Copies: Option may be "Keep copies", "Retain copy", "Copy to Sent Items " or similar option. Make sure this is turned on so that you keep copies of all mail you send. You can check that this feature is working by looking to see that sent mail is in fact retained in your Sent Items.

• Encoding: The best method for encoding attachments is MIME. If the recipient can't read the attachment, try BinHex, Unicode, or Apple Double for the Macintosh, in that order, but always change it back to MIME for everyone else.

• Email Notification: May also be called Email Alert or Email Alarm. Set to the type of alarm you desire: none, sound, or alert box. A sound is a good compromise -- something you will notice, but unobtrusive if you are working on important work. You may also notice on a lot of modern email clients that a small envelope may appear in your system tray.

• Finger: Your Internet provider's domain name, such as "ntlworld.com"or "aol.com" for example .

• Immediate send: Select this to make sure that email is sent when you send it.

• Leave mail on server: Do not select this, and do select any option that lets you download the mail to your computer. Therefore, when you read your email you will actually get possession of it. If you need the option of using multiple computers with one email account then please contact us for advice.

• Name: Your name (correctly spelled in proper case i.e. 'John Smith' rather than 'smithj'.

• POP account: Your POP account username and password, your username will normally be in a similar form to your email address.
  
  
• POP3 Server: The domain name of the email server. i.e. mail.yourdomain.co.uk

• Quoted-Printable: Turn this option off. This option is needed by older programs to transmit special characters such as accented characters, but is not supported by many modern programs. If it is turned on, it will often end up putting a whole bunch of equal signs in the email, like th=is, mak=ing it ver=y hard to rea=d.

• Return address: Your email address, in the form "info@domain.co.uk".

• Return receipts. Enables you to set the return receipt option on or off for all outgoing emails. Some applications also include an option to ignore all incoming requests for receipts.

• Save password: Saves your password in your email program the first time you enter it, so you don't have to retype it every time you log on. This is the most convenient and safest option, unless you think someone could use your computer without your knowledge and might read your email. Most people turn this on.

• SMTP server: The domain name of your email provider's Simple Mail Transfer Protocol server, in the form "smtp.ntlworld.com".

• Spell-Check: Always turn this on so you can do an automatic spell-check before sending.

• Word wrap: When this option is selected, long lines of text are automatically cut into shorter lines, usually between 70 and 80 characters in length, by the insertion of return characters. This is performed for older email readers that can't automatically word wrap a long paragraph of text. This option is not needed for most modern applications, and you should turn it off for most uses.

Linx Data Ltd
5 The Green,
Lowdham
Nottingham
NG14 7DD

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