JerseyMail Frequently
Asked Questions.
- Technical problems
- Unwanted e-mails
- Helpdesk
- Is
my browser supported with the new web interface?
- What changes do
I need to make?
- What if I have any
problems?
- Authenticated SMTP
- What is it?
- Authenticated
SMTP - How do I configure my eMail client to use it?
- POP3 Instructions
- POP3 authenticated
SMTP - What is it?
- POP3
authenticated SMTP - How does it work?
- POP3 authenticated
SMTP - What must I do to enable this feature?
There are a number of things you should do if you are experiencing technical problems. The JerseyMail service is extremely reliable, and our experience suggests that virtually all problems are caused either by a technical problem
with your system, or by incorrectly setup or operating software programmes on your p.c.
Therefore, the first thing you should do is to make sure your system is operating correctly and the internet and email operating systems you are using are operating and programmed correctly. We suggest you test you connection
to the internet too, and make sure other systems such as your Virus protection, Firewall or Spam Filters are correctly set up. If you have any doubts, you should always contact either your own hardware supplier, technical expert or
telephone network provider.
If after trying to resolve the problems yourself you are still unable to do so, you may want to contact the JerseyMail Helpdesk. The Helpdesk service is available by calling 0905 629 1234. Calls are charged at £1 per minute (or part
thereof) from a standard telephone line. The Helpdesk is only able to provide advice relating to the JerseyMail service, but will do everything they can to identify and resolve the source of your problem. The Helpdesk will not be
able to check the set-up of your system, and will not be able to test that your equipment or your software is operating correctly.
The Jersey Post customer call centre is unable to answer any technical queries relating to the JerseyMail service, and you should not call Jersey Post unless you have exhausted all other options available and you are certain that your
problems are related directly to a failure of the JerseyMail service. The Jersey Post customer call centre will then log your enquiry and you will be advised when the issue with the JerseyMail service has been resolved. Jersey Post
customer services are not able to provide any technical advice or assistance relating to use or operation of the JerseyMail service.
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We strongly advise customers to make sure they have read the on-line help and Frequently Asked Questions section before calling the help desk. Should you need advice, an independently operated Helpdesk Service is
available by calling 0905 629 1234. Calls are charged at £1 per minute (or part thereof) from a standard telephone line. In the event the Helpdesk service is unable to resolve your problems, or you have identified the
problem may be related to your equipment or your internet connection, please ensure you contact the appropriate technical service provider. Jersey Post does not provide a help desk service, and you should not call Jersey Post
unless you have exhausted all other options available and you are certain that your problems are related directly to a failure of the JerseyMail service. The Jersey Post customer call centre will then log your enquiry and you will
be advised when the issue has been resolved. Jersey Post customer services are not able to provide any advice or technical assistance relating to use or operation of the JerseyMail service.
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Internet Explorer (version 4 and upwards) as well as Netscape (version
4.5 and upwards) are supported.
WebMail operation is dependent on LiveConnect, which is the facility
allowing JavaScript to communicate with Java and vice-versa.
Netscape 6.2 is not supported due to it's lack of LiveConnect support.
When connecting to the new web interface with Netscape 6.2 you will
receive a "403 Forbidden" error message.
Internet Explorer 5 is not supported on the Apple Mac due to LiveConnect
not being supported in the Apple Virtual Machine (VM). To use the
new interface on an Apple MAC install Netscape.
To check if your browser will work you can connect to the following
link:
http://www.gordano.com/Support/FAQ/browser.htm
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Most users should not need to make any configuration changes to
their email client. If difficulties are experienced, the following
section gives resolutions to the most commonly encountered problems.
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From 1 January 2002 the support centre number is 0905 629 1234
and calls are charged at £1 per min from a standard land line.
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Check here
to see if your browser is supported with Webmail.
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If you get a "403 Forbidden" error message when attempting to access/view
JerseyMail WebMail from Netscape 6.2 then this is due to the fact
that Netscape 6.2 does not support LiveConnect. See
here for more information.
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If you are experiencing problems accessing/viewing JerseyMail WebMail,
or getting the following error message please read on.
To enable IE to access JerseyMail, carry out the following tasks:
Open Internet Explorer (IE). In the tool menu, select Internet
options, then the security tab.
Then select 'Custom Level...'
Make sure the custom is setting is set to Medium, select reset
and ok it.
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Please follow the instructions below to configure eMail software
to collect your JerseyMail eMails.
NOTE: Netscape Communicator is not compatible with downloading
eMails from our system, so we recommend using Outlook Express for
both the PC and the Mac to access your eMails.
In the Tools menu, select the Accounts option.
Click on the Add button, and select the Mail option.
Enter your name, or a name that will identify you to the recipients
of your messages.
Type in your eMail address (including the @jerseymail.co.uk).
For this screen, make sure POP3 is selected in the drop down box,
and enter mail.jerseymail.co.uk into both of the text boxes.
In the Account Name box, please enter your full eMail address,
eg. example.@jerseymail.co.uk. In the Password box, please enter
your password for accessing your mail. If you put a tick in the
Remember Password box, you will not be asked for it again. If you
leave the box blank, then you will be asked for your password every
time the software goes to send or receive mail using your jerseymail.co.uk
account.
Finally, when you are happy that you have entered the correct settings,
click the Finish button.
Once this process is completed, your eMail software should now
check your jerseymail.co.uk account for new eMails. To make the
software check your account, click on the Send / Receive button.
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All pages served by the JerseyMail server tell intermediate proxies
not to cache them using Internet standard commands [see RFC2616].
MS Proxy, however, seems to ignore these standards and continues
to cache the pages. Since the pages are cached, no change necessarily
takes place in IE6 and this can be perceived as the browser hanging.
To solve the problem, switch off specific caching on the machine(s)
running the MS Proxy software. This can be done by taking the following
steps:
- Run Microsoft Management Console
- Expand Internet Information Server node, right click Web Proxy,
select "Properties"
- Click Caching tab, click Advanced... button, click "Cache Filters..."
button
- Click "Add" button to add an URL.
- Suppose the URL for Gordano's GLWebMail is http://glwebmail.yourcom.com,
you can enter glwebmail.yourcom.com/*. Select "Never Cache", then
click OK.
- Click OK to save the changes.
When you are using any website which uses dynamic content (JerseyMail),
the IE browser hangs and stops working for five to twenty minutes.
IE may give the error: "2147012894 Internet Client Error: Request
Timeout" or the IE might continue correctly after the delay.
If MS Proxy is used between the website and IE6, the problem becomes
more frequent.
The problem is not with the JerseyMail server.
Microsoft has documented this problem in Internet Explorer in their
knowledge base articles.
Authenticated SMTP allows the email service provider to ensure
that their email servers do not send mail generated by unauthorised
users. A typical example of such a user is a bulk mailer or spammer.
This individual tracks down "open" mail servers and users them to
sent large quantities of unsolicited emails.
In order to prevent this type of activity, authenticated SMTP can
be used. This requires that the user intending to send mail through
the server in question authenticates prior to carrying out the transaction.
This allows for greater flexibility as any valid user of the system
can send mail from any ISP.
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For outlook Express:
1. Select the tools menu and then accounts from within the program.
2. Select the mail account (s) you wish to use, and then click
on properties.
3.Select the servers tab. This will display a window similar to
the example below.
4. Select settings. The following window will appear:
Ensure that the option "Use same settings as
my incoming mail server" is selected. Click on OK, OK, and close
the mail settings window. At this stage, you are now ready to use
authenticated SMTP. When sending mail, you may be asked for your
password. In order to send, simply enter the password you normally
use for you email account.
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POP3 authenticated SMTP is similar in some respects to authenticated
SMTP in that it prevents unauthorised users sending large quantities
of unsolicited mail through the server in question. POP3 authenticated
SMTP is a setting that is implemented on the email server ( not
on the users email client) Some older versions of email clients
do not support authenticated SMTP and as a result, the service provider
must implement POP3 authenticated SMTP to allow users of these clients
to send mail through the mail server regardless of where they are
connecting to the internet.
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When you download emails from the server to your mail client (using
POP3), the server records the IP address that is associated with
your internet session. This address is usually stored for several
hours in order that any subsequent mail sessions originating from
the same IP address do not require additional authentication.
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All settings associated with POP3 authenticated SMTP are implemented
at the service providers email server. As a result, there are no
configuration changes required to your email client.
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If you receive an unwanted or unsolicited e-mail, or are in any way unsure about the origin and / or the content of any e-mail DO NOT OPEN IT!. If you have a virus and spam filter installed, make sure the email has been
checked before opening it (be warned, no filter can be 100% certain of the content of an e-mail, so if in doubt DO NOT OPEN ANY UNSOLICITED OR UNUSUAL EMAILS).
Regrettably, unwanted and spam email is an inevitable part of the on-line environment. Despite numerous national and international laws, and constantly updated legislation around the globe, and despite millions of
pounds being invested in increasingly sophisticated methods of countering unwanted e-mail, nobody is immune to unwanted e-mail.
However, you can do several things to reduce the likelihood of receiving unwanted e-mail, and you can also protect yourself by deleting rather than opening anything that you may not recognise or you feel may be from an
unwanted or inappropriate source.
Here are a couple of suggestions that may help to significantly reduce unwanted e-mail.
Always check before you input or display your email address in chat rooms, contact sites or in an online service's membership directory. These sources are used by email spammers to harvest email addresses. You should be as
careful with your email address as you are with your bank account details. You should also be aware that a significant amount of internet sites will pass on your details to other service providers, so avoid giving your e-mail
address to anyone who does not guarantee not to pass it on to other partners or third parties. Beware anyone who you are not very familiar with asking for your email address.
You should also try to create a unique and unpredictable email address. A common name, like johnsmith@. or michael@...may get significantly more spam than a relatively unique name that includes a combination of letters
and numbers (e.g. f2r7e9d5@...)
You can also provide added protection by purchasing and installing a good quality spam filter. You should also regularly update it, as this will eliminate spam email and allow you to verify the contents of your Inbox. It is
unlikely that any Internet spam filter will block 100% of unwanted emails and spam, but it will certainly allow you to control the vast majority of unwanted and unsolicited email that you receive. If you are unsure about which
filter to use, you should contact any reputable internet service provider or your local hardware supplier or technical support service provider.
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