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I'm having problems with email, what should I do?
I'm still having problems with email, what do I do next?
How do I set up my email client?
What is included with my email package ?

I'm having problems with email. What should I do?
If you are having problems with your email then try the following checklist before contacting support:

1: Do you have a current email package?
To use email at NuvoNet you will need to purchase an email package. Full details are available here.

2: Have you got a connection to the Internet?
Confirm you are connected to the Internet by accessing a web site and then refreshing the page.

3: Have you set up the mailbox via the Admin Page?
Visit the Admin Page to set up mailboxes.

4: Are you using the correct Account Name and Password?
In Outlook Express check Tools>Accounts>Properties>Server>Account Name. This should be the full email address. (For example my.name@mydomain.co.uk). The password should be the password you gave when the mailbox was set up in the Admin Page.

5: Can you connect to the server?
If you have an error message reporting the server is not found or a connection can not be made or a timeout has occurred, please wait 5 - 10 minutes then try again. If the error re-occurs, open up a Command window and type "tracert mail2.zylem.com" without the quotes. This will show the "hops" you have to make before you reach our server and if there are any problems along the way then the tracert output will show this. More information on the tracert command can be found at :

http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/sag_tcpip_pro_tracert.mspx

6: Are your mail client settings correct?
Visit the Admin Page and follow the "Check your email settings" link. Pay particular attention to the part "My server requires authentication". If this is not set correctly you could be repeatedly asked to supply your password.

7: Is your mailbox full?
If you know you are being sent emails but they are not getting through, ask the senders for the error message being returned to them. If the message is "mailbox quota exceeded" then your mail box is full and you need to download your emails. Make sure you are not saving a copy of the email on the server. In Outlook Express, under Tools>Accounts>Properties>Advanced, the checkbox "leave a copy of mail on the server" should be UNCHECKED.

8: Why do I keep getting email returned "Relaying Denied"?
You probably do not have what's known as SMTP Auth applied in your email settings. Access the Admin Page using your Domain Name User ID and Password and follow the "Check your email settings" link. Pay particular notice to the part "My server requires authentication"
When you try to send an email without this flag set you get the "Relaying Denied" message which means you are not authorised to send email. When you retrieve email, you are automatically authorised to send also, but if you do nothing for 10 minutes or more the authority is revoked. If you always retrieved your email first before you did a send then you would not have a problem. Unfortunately the default in Outlook and Outlook Express is to execute the send before the receive function.

9: Why can't I receive an email?
If your mailbox is forwarded, please make sure that the forwarded mailbox exists and is active. Check the spelling of the forwarded mailbox by visting the Admin Page.

10: Why do I keep getting "timeout" messages?
If you use Norton AntiVirus software make sure the "Protect against timeouts" flag under Options>Internet>Email>Advanced is enabled. Norton Antivirus have advised us that if you continue to get this message you should disable the "Scan incoming email" flag under Options>Internet>Email.

11: Why am I still having problems?
Is your PC part of an internal network that may be blocking your email for some reason? Are you sure your Firewall/Anti Spam settings are correct? Can you receive email on another PC? If so then check the settings of each machine.

12: I can receive email but can not send. Why?
See 5 above. If you are happy your settings are correct then read on.

Some ISPs are preventing email being sent through their Internet connections unless it has originated from one of their own servers. If this is the case, you would need to contact your supplier and ask them for the name of their outgoing SMTP mail server to enable you to change your settings. You may have received an error message something like this :

An unknown error has occurred. Account: 'mail2.zylem.com', Server: 'mail2.zylem.com', Protocol: SMTP, Server Response: '421 tmailb1.svr.pol.co.uk: Too many concurrent SMTP connections; please try again later.', Port: 25, Secure(SSL): No, Server Error: 421, Error Number: 0x800CCC67
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I'm still having problems with email. What do I do next?
If you are still having problems after checking all the points above please copy the following to the Contact Page and answer the questions before sending. Please make sure we can reply to the address you give in the contact page.

1: What is your domain name?

2: Which mailbox(es) are causing problems?

3: What error messages are displayed?

4: When did the error(s) occur (date and time)?

5: What type of Internet connection is being used (ADSL, ISDN, modem, Network)?

6: What is your mail client. (Outlook Express, Eudora, etc.)?

7: Have you run a tracert command (Paste a copy the results below)?

8: Have you a copy of the header information from a failed email? If so, paste a copy of the header below.

9. What system are you using, e.g. PC, Mac, Blackberry, etc.
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How do I set up my email client?
First of all create a mailbox in the admin panel. Then set up your mail client so that you can send and receive email. Instructions on setting up various different email clients can be found in the admin panel.
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What is included with my email package ?

	Email Standard	Email Plus	Email Premium
Number of mailboxes	10	20	50
POP3/Imap
Space per mailbox	50mb	100mb	200mb
Email allowance per mailbox per day	100 emails 100mb	200 emails 200mb	400 emails 400mb
Webmail
Autoresponders/Out of Office
Anti Virus
Anti Spam

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