Email Tech Support

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.

Outlook/Outlook Express:

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 box is checked, only if you are using Navigator Multimedia's Web Server. If you are using Shaw or Telus, leave this box blank:

   • 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.

Mozilla Thunderbird:

Go to Tools -> Account Settings

On the left hand side of the window, see if there are any accounts in there that aren't yours. If there are, just click the name or email address and at the bottom hit "Remove Account." If it is your account, then you can skip this section and go to setting up an account.

ADDING A NEW ACCOUNT

1. On the left hand side of the window at the bottom, click Add Account

2. Click Email account, and then next

3. Type in the name and email address

4. For incoming, click POP and for incoming server type in mail.yoursitename.com

5. Just type in your name for incoming username and account name type in your email address (it should already be placed in there though)

6. Click finish.

SETTING UP AN ACCOUNT

Under your account name on the left hand side, there should be a list, if there isn't then you can expand your account name. Click server settings. Most of this should be correct but to double check, make sure your Incoming Server is mail.yoursitename.com and the port number is 110

1. At the bottom, click Outgoing Server (SMTP)

2. On the right, there may or may not be a name, if there is just remove it and click Add

3. If you use Navigator MM's server:

   • Description: Just leave blank

   • Server Name: mail.yoursitename.com

   • Port: 587

4. If you use Shaw for your Email:

   • Description: Just leave blank

   • Server Name: shawmail.ok.shawcable.net

   • Port: 25

5. If you use Telus for your Email:

   • Description: Just leave blank

   • Server Name: smtp.telus.net

   • Port: 25

6. For username and password, type in the username of the account. For Use secure connection, click no

7. Press ok

You should be able to send emails now. You'll get prompted to type in a password when you go to write or get mail, so just type in the password given with the account.

That's it! If you have any questions or run into problems just call.

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)

How do I access and use Webmail?

Webmail allows you to access your email from any computer with an Internet Connection.

To access your webmail, go to webmail.yourdomain.com. You will be asked for a username and password. Your username is the part of your email address before the @, your password is the same password used to set up your account in Outlook.

(Remember to replace 'yourdomain' with the domain name of your website).