Customer CareFrequently Asked Questions FAQs Internet Email Webmail Help

Frequently Asked Questions

If you have any questions regarding your email, webspace, or general troubleshooting, please read the answers below. If your question still isn't answered, please contact us.

#01. Why can't I send or receive email?

There are a number of reasons why you may not be receiving your e-mail.

The 3 main reasons for this problem are:

1. Your e-mail software program (e.g. Outlook Express, Thunderbird) is not configured correctly.
2. An e-mail is being blocked from your e-mail program (e.g. by your anti-Spam software or firewall), keeping you from receiving other e-mails until it is deleted from the server.
3. Your Internet connection is down through your Internet Service Provider (ISP) OR your website hosting provider's server is down.

How to fix the problem:

Problem 1: Improperly configured e-mail software.

1. Open program
2. In the toolbar, go to "Tools", click on "Accounts"
3. Here you will see your Internet accounts. There should be one called "mail.yourdomain.com". Click on this and then click "Properties"
4. Under the Servers tab, locate the incoming (POP3) and outgoing (SMTP) mail fields
- The incoming (POP3) mail should be "mail.yourdomain.com" (or .ca, .net)
- The outgoing mail should be "mail.yourdomain.com" (or .ca, .net) OR whatever your Internet Service Provider (e.g. Shaw, Telus) has provided to you.
- ***Note: It is not recommended to use your IP address in here (e.g. 69.10.136.227)
5. Make sure that the following check boxes are NOT checked:
- Log on using Secure Password Authentication
- My server requires authentication
6. If you are unable to configure your e-mail software correctly, you will always be able to access your e-mail directly from the server by signing in to your webmail account.

Problem 2: A bad e-mail is creating a blockage.

1. Access your webmail account
2. Go through your e-mails and delete any junk mail or suspicious looking e-mail
3. Once you have deleted the unnecessary e-mails, click "purge deleted" in the upper right corner of your screen. This will permanently delete these e-mails from the server (this is not reversible so make sure you are deleting only bad e-mail)
4. Log out of webmail. Try sending and receiving e-mail through your e-mail software.

Problem 3: The ISP connection is down, or the hosting provider's server is down.

1. Try going to your website by opening a browser window and typing in your web address
2. If you are unable to view your website, try going to another website (any site, e.g. www.google.com)
3. If you are unable to view any website, then your Internet connection is offline and you will have to contact your Internet Service Provider (e.g. Shaw, Telus). Often, this is a temporary problem and you will have an Internet connection back in a short time
4. If you are able to view other websites other than your own, it is likely that the server is down. You should contact your website hosting provider immediately to inform them of this problem. (If your site is hosted by Navigator Multimedia Inc., call 250.862.9868)

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#02. Why can't I access my website?

#03. Why can't I see the changes I made to my website?

Sometimes when you update your website you'll go to look at it and the changes aren't there. This is usually because your browser is viewing a cached version of your web page.

Try this:

1. Open your browser (e.g. Internet Explorer 7, Firefox). In the menu bar under Tools, go to Internet Options
2. In the General tab, there is a section for Temporary Internet files. There should be a button for deleting cookies and deleting files. Click both buttons
3. Now try to view your web page again. Hit Refresh in the toolbar. You should now see the changes you made

If this does not work it may be a problem with your Internet Service Provider (ISP). Sometimes they will store cached versions of web pages on their server to save space. They will probably have the updated version up within 24 hours. You should contact your ISP to determine if this is the case.

You can also try accessing your site through a "third party".

1. Go to www.google.ca and click on language tools
2. In the appropriate space for entering web addresses, type in your domain name and have it translated from English to any other language
3. Check the translated version to see if the changes were made. (This only really works for images and general style viewing since you probably won't be able to understand the text)

Just for certainty, make sure you have uploaded the changes correctly. Check your web page software and look for possible errors you could have made such as uploading incorrect file extensions or using invalid file names.

File extensions are suffixes applied to the end of your filename used to indicate the appropriate encoding convention of the file's content. For example, '.txt' is used for a text editor, '.doc' is used for a word processor, '.html' or '.php' is used for a web browser, '.pdf' is used for a PDF viewer or editor, '.png', '.gif' or '.jpg' is used for a graphics program, '.xls' is used for a spreadsheet program, etc...

Invalid file names may include the use of spaces or symbols other than letters and numbers. If you would like to separate words in the file name, please use a dash (-).

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#04. What kind of software does your server support?

#05. How do I access and use Webmail?