FAQ - EMAIL SETUP
How do I set up my POP3 (ie. Microsoft Outlook / Express ) email account ?
There are two steps in setting up your email account:
- First is creating the account in your control panel (we are happy to do it for you)
- The next step is to add the account to your email program (ie. Microsoft Outlook).
You can find all the relevant information including flash tutorials on setting up your email accounts in our support tutorial pages.
How do I access my web based email ?
You can access your web mail from our Home page, under the menu 'Webmail Login' . We recommend using Squirrelmail for speed and ease of use.
How do I import my contacts from Outlook into webmail ?
Please refer to the tutorial here.
How do I forward my email address to another email address ?
You can forward any email address to another via your control panel. Eg harry@yournewdomain.com.au can be forwarded to harry@hotmail.com . Please refer to our tutorial here on how to do this.
What is an e-mail auto responder ?
An e-mail auto responder is a special type of e-mail account which automatically responds to all incoming e-mail with a predetermined message which you set.
Can an e-mail auto responder also be a POP3 e-mail account ?
Absolutely. Having an e-mail auto responder setup as a POP3 account as well will ensure that e-mail sent to this particular e-mail address will be received. When e-mail is sent, the sender will automatically receive your predetermined response (from the auto responder) and his/her message will be delivered to your POP3 e-mail account. Please view our tutorial here on how to set up an autoresponder.
Can an e-mail auto responder also be an e-mail forwarder ?
Yes. You can setup a particular e-mail address to act both as an e-mail auto responder as well as an e-mail forwarder. When e-mail is sent to this particular e-mail address, the message will be forwarded to the specified mail forwarding address. At the same time, the sender of the incoming e-mail message will automatically receive an auto response.
How many e-mail auto responders am I allowed to use?
As many as you like.
Can I use my Outlook / Outlook Express on my laptop if I go interstate or overseas?
Absolutely. You will need to make a slight change in your settings however. Please view our Outlook tutorial here or our Outlook Express tutorial here on how to make the required changes.
A sent email keeps bouncing back to me in my email client (Outlook/Outlook Express etc.), however I am able to send via webmail. What could be the problem?
SMTP Authentication is required when sending email out via most major ISP mail servers and most corporate mail servers.
It is simply a username/password system which permits authenticated e-mail senders, just like most other computer accounts require authentication.
If you do not have SMTP Authentication turned on in your email software (Outlook, Entourage, Eudora, Apple Mail, etc.) you run the risk that the mail server will not recognize that you are a legitimate customer.
If the mail server is using spam filters (such as Spamhaus' PBL or XBL) it may refuse to take your email, because it thinks you are a stranger and your dynamic IP address is probably on Spamhaus' PBL list of dynamic IP addresses which mail servers should not accept mail from unless the sender is authorized to use that mail server.
To fix this, you need to turn on "SMTP Authentication", here's how:
In Microsoft Outlook & Outlook Express:
Start Outlook 2000 or Outlook Express. From the menu, select Tools, then Accounts. Click once on the appropriate account from the Mail tab. Select Properties. From the account properties dialog box, choose the Servers tab. Put a check in the box for "My server requires authentication". Click on the "Settings" button. In the 'Outgoing Mail Server' dialog box, make sure "Use same settings as my incoming mail server" is selected. Press "OK". Back at the "Properties", click "Apply", then "OK". Click "OK" to close out of all dialog boxes.
If the above doesn't work, please try for this for Outlook here, and for Outlook Express here.
In Eudora:
Open Eudora, pull down the Tools menu and select "Options..." to display the Options window. Select the "Getting Started" category on the left-hand side. Select the "Allow authentication" checkbox and click "OK".
In Apple Mail:
Open Apple Mail. Click on the "Mail" menu in the top menubar. Click on Preferences, Click on Accounts. Click on the account that you want to modify. Click on Account Information. Click on the "Server Settings..." button. In the pulldown list next to "Authentication:", select "Password". Enter your username and email password (the same ones you use to retrieve your POP or IMAP email). Click on OK. Close the Preferences window by clicking on the X in the upper left hand corner of the window.
In Agent:
Tools >> Servers and Accounts >> Outbound Email Server
Connection: TLS if available
Login Method: Username and password
Advanced Settings: Port: 587
My email appears down for me. How can I diagnose the issue?
Please follow these steps in sequential order:
STEP 1: Check if the problem is with the xmanonline server
Are you able to check you email via webmail? To do this, go to our Home page, and enter your details under the menu 'Webmail Login'
IF YES, email is therefore functioning correctly at our end. You will need to check your settings in Outlook/Outlook Express from our initial email to you. If you are still unsure, please take a screenshot of your settings (press the screenshot button on your computer - usually to the right of F12). Open up a Word doc and paste the screenshot. Save the doc, and send it as an attachment to us support@xmanonline.com.au here, and we will be able to assist you as quickly as possible.
IF NO, you may have an incorrect password. Feel free to email us support@xmanonline.com.au here, and we can reset your password for you.
IF NO (even with a new password), please go to step 2.
STEP 2. Is your domain currently registered and active?
You can test this by entering in your domain name here.
If it responds by saying "domain.com is available for registration", your domain has either expired, or it is not registered. Your domain will need to be registered for your website to work. To register your domain, please go here.
If it responds by saying "Sorry but domain.com is already registered", click on the link below it, and make sure that it's expiry date has not passed.
If your domain is registered and active, please go to step 3.
STEP 3. Is your internet working properly?
You can test this by going to the testing site here, and entering in the domain name for the email address that is currently down (ie. xmanonline.com.au).
If it responds by saying "It's just you. 'DomainName.com' is up', your internet is the issue.
If it responds by saying "Huh? doesn't look like a site ...", please go to step 4.
STEP 4: Check server uptime status
You can check our server uptime status here.
If the server which corresponds to your email is down, then that is the reason why your site is not working. It will probably be only a short period of time until it is back up.
If the server status is OK, and you still cannot access your email, please go to step 5.
STEP 5: Send us some information that will help us to sort out your problem quickly
Please send us an email support@xmanonline.com.au here containing the following information:
- The IP address of your computer (please go here to find out your IP address).
- Within your computer's desktop, go to Start --> Run --> Type in 'cmd' (without the inverted commas, then press enter).
i. Type in: tracert domain.com (replacing domain.com with your domain name) and press enter
ii. Type in nslookup domain.com (replacing domain.com with your domain name) and press enter and take a screenshot of this (press the Prnt Scrn button on your computer - usually to the right of F12). Open up a Word doc and paste the screenshot. Save the doc, and send it as an attachment with your IP address to the email address support@xmanonline.com.au here
We will then be able to diagnose the issue easily for you.