Email FAQ's

How do I set up my Standard/Advanced mailbox in Thunderbird?

Setting up your Standard mailbox in Thunderbird should take just a few minutes.

You can connect to your mailbox using either the POP3 or IMAP protocols. As a rule of thumb it is better to use POP3 if only one computer accesses your mailbox, while it is better to use IMAP if you have a number of computers that will access your mailbox.

Before you begin

Before you set your mailbox up you need to know your Internet Service Provider's (ISP) outgoing mail server (SMTP) details. If you are unsure as to what these are you can contact your ISP to request these details.

Step 1
Open Thunderbird.

You may be asked if you want to import settings from other email software, such as Outlook Express. This guide shows you how to set up a new mailbox from scratch.

Step 2
The Account Wizard will open, if you don’t have any other mailboxes set up in Thunderbird.

If the wizard does not open automatically, click Account Settings in the Tools menu.

Step 3
Click the Add Account button.
Step 4
Select the Email account radio button and then click Next.
Step 5
Enter your name in the Your Name text-box. This is what most people will see when you send them an email. Enter your email address in the Email Address text-box and then click the Next button.
Step 6
Depending on your preferred connection, check POP or IMAP as the incoming server type.
Step 7
Incoming server: Enter mail.yourdomain.com (replacing yourdomain.com with your domain name)
Outgoing Server: Enter the outgoing mail server provided by your ISP.

You will only see this option if this is the first mailbox you've setup in Thunderbird.

Step 8
Enter your full email address in the Incoming User Name and Outgoing User Name text-boxes.

You will only see the Outgoing user name text box if this is the first account you're settings up in Thunderbird.

Step 9
Use the Account Name text-box to enter the name you want to use to identify this account. This name will only be visible to you. Click Next.
Step 10
Confirm the details you have entered. Click Finish and then click OK to close the Account Settings window.

The first time you access your mailbox, Thunderbird will ask for the password you chose when you created the mailbox in your Mac Productions control panel.

Thunderbird is now set up to send and receive emails from your mailbox

How do I set up my Standard/Advanced mailbox in Outlook 2007?

Setting up your Standard or Advanced mailbox in Outlook 2007 should take just a few minutes.

You can connect to your mailbox using either the POP3 or IMAP protocols. As a rule of thumb it is better to use POP3 if only one computer accesses your mailbox, while it is better to use IMAP if you have a number of computers that will access your mailbox.

Before you begin

Before you set your mailbox up you need to know your Internet Service Provider's (ISP) outgoing mail server (SMTP) details. If you are unsure as to what these are you can contact your ISP to request these details.

Step 1
Open Outlook 2007. Click Tools in the top menu and then click Account Settings.
Step 2
Select the E-mail tab and click New.
Step 3
Check the box marked Microsoft Exchange, POP3, IMAP or HTTP and click Next.
Step 4
Select Manually configure server settings of additional server types and click Next.
Step 5
Select Internet E-mail and click Next.
Step 6
There is a lot of information to fill in on this next screen, let’s look at each section bit by bit.

User Information

Your name: This is what most email users will see in their inboxes instead of your email address. Enter your name
E-mail Address: Enter your full email address. This is made up of the mailbox name you chose, an @ symbol and your domain name. you@yourdomain.com for example.

Server Information

Account type: Depending on your preferred type of connection, select POP or IMAP from the drop down menu.
Incoming mail server: Enter mail.yourdomain.com (replacing yourdomain.com with your domain name)
Outgoing mail server (SMTP): Enter the SMTP server your ISP supplied you with in the Outgoing mail (SMTP) server text box.

If you are setting up an Advanced mailbox you should enter smtp.yourdomain.com (replacing yourdomain.com with your own domain name) into the Outgoing mail server (SMTP) text box. If you're using external nameservers you can use smtp.promailbox.net instead.

Login Information

User Name: Enter your full email address. This made up of the mailbox name you chose, an @ symbol and your domain name.
Password: Enter the password you set up when you created the mailbox within your control panel.
Remember password: Check this box.
Require logon using Secure Password Authentication (SPA): Leave unchecked.

Once you have entered all the information required, click More Settings.

Step 7

If your ISP’s SMTP server requires username and password authentication, or you are using Mac Productions' roaming SMTP servers to send mail from this mailbox, then click the Outgoing Server tab and make sure My outgoing server (SMTP) requires authentication is selected.

If you are using your ISP's SMTP servers, then select Log on using and enter the username and password they provided you with.

Step 8
If you are using Mac Productions' SMTP server details then click the Advanced tab and change the Outgoing server (SMTP) port number from 25 to 587.
Step 9
Click OK, then Next and Finish to close the wizard. Outlook 2007 is now configured to send and receive email through your Standard or Advanced mailbox.

Why do I get bounce back messages for emails I didn't send?

Spammers use many tricks to avoid detection.

If you notice that spammers are sending email that appears to come from your domain name, this could be either:
email spoofing an un-secure contact form script on your website.

Email spoofing

Email spoofing is where spammers make their email appear to come from a legitimate source.

For example, if your domain name is catchgate-decorating.co.uk, you may see email that seems to come from arthur@catchgate-decorating.co.uk or any other email address using your domain name.

This doesn't mean that someone has access your mailboxes. Instead, the spammer has made it appear that their email has come from you.

All emails have hidden information, called headers, that describe where they've come from and say where they're going. Spammers can fake an emails headers so that it appears to come from your domain name.

Groups of industry experts are working to resolve the problem but, in the mean time, this is a situation that all internet users have to bear.
If your domain name is registered with Mac Productions you can create Sender Policy Framework (SPF) records to make your domain name less susceptible to email spoofing.

What are SPF records?

Sender Policy Framework (SPF) is a system designed to fight SPAM emails. One of the main problems with SPAM is that messages are forged so they appear to originate from a different domain name. This is known as email spoofing.

An SPF record keeps track of the servers that are permitted to send email on behalf of your domain name. The recipient of email from your domain can then check this SPF record to see if it has originated from an email server on your list. If the email has not come from a server on your list it can be discarded. If it has come from a server listed in your SPF record, the email will be classed as genuine. This renders your domain less susceptible to email spoofing.

If your domain name is registered with Mac Productions you can add an SPF record to your domain name through your control panel.

If you are using only Advanced and Exchange mailboxes to send your email, you can use “v=spf1 a ip4:213.171.216.0/24 mx ~all as your SPF record. Full details on how to add this can be found in our article

How do I modify advanced DNS settings on a domain?

If you are using your own SMTP servers, or your ISP's mail servers to send email, an online wizard to help you create your SPF records is available at: http://old.openspf.org/wizard.html.

For more information on the Sender Policy Framework.

How do I access my email from a web browser (Webmail)?

Webmail allows you access to send/receive emails through any web browser, and provides all the tools you need to administer and maintain your mailbox. Using webmail you can do the following:

View your emails
Reply to and create new emails
Move emails between folders
Update your address book
Set up auto-responders

Step 1
Log in to Webmail. You can securely access your webmail by using http://webmail.yourdomain.com (Replacing yourdomain.com with your actual domain name).
Step 2
Enter your email address and the mailbox password in the text boxes provided.
Step 3
Select which interface you wish to use from the drop down menu.

There are three types of Webmail interface, the advanced option which is better for Internet Explorer or Firefox, the Simple version for any modern browser, or the Basic view which has been designed for any other browser.

Step 4
Click the Log in button to access your Webmail.

A brief overview (Advanced mode)

If you are using Internet Explorer or FireFox and chose the Advanced (IE/FF) option from the drop down on the log in page, Webmail may look familiar. It is similar to many email applications, such as Outlook or Thunderbird, with a list of folders on the left of the page, and a toolbar at the top. If you click on the Inbox from the folder list you will see all incoming messages on the account, and if you click an email in the list you will see a preview underneath.

The toolbar at the top of the window will give you instant access to the features you will need, such as creating a new message, accessing your address book of contacts, or searching for messages. With a message selected, you will be able to click the Reply or Forward buttons, or Delete button to move the message to the Trash folder.

You can check for new mail at any time by clicking the Send and Receive button on the toolbar.

A brief overview (Simple or Basic mode)

If you chose the Simple (AJAX Browser) or Basic (Any Browser) option when you logged in, you will be logged straight in to your inbox, and will see a navigation menu on the left. This menu will allow you access to other folders, such as the Trash and Sent items.

You can double click an email from this list to read it, and you will notice the menu on the left will change to give you extra options, such as Reply or Forward, and you can click Delete to move the folder to the Trash. To go back to the previous page, click the Back to Inbox option.

To compose a new email message, click the Compose link at the top of the page, or the icon in the top left corner.

You can check for new mail by clicking Read mail at the top of the page, or the icon in the top left corner of the screen.

Where to get further help

You can get help at any time from Webmails' comprehensive help system, available from the Help menu at the top of the page.

How do I set up a Microsoft Exchange mailbox in Outlook 2007?

Setting up Outlook 2007 to synchronize with your Microsoft Exchange mailbox will only take a few minutes to complete. We have separate articles that explain the process of setting up your Standard or Advanced mailbox.

Step 1
Click the Windows Start button and open the Windows Control Panel.
Step 2
Category view: If your Windows Control Panel is in Category view, click User accounts, then click the Mail icon.

Classic view: If your Windows Control Panel is in Classic view, click the Mail icon.
Step 3
Click the Show Profiles button.
Step 4
A new window will open. Under When starting Microsoft Outlook, use this profile, ensure Prompt for a profile to be used is selected.
Step 5
Click the Add button, above When starting Microsoft Outlook, use this profile.
Step 6
A new window will open, asking you to name the new profile. You may want to name the profile after the email address that you are configuring.
Step 7
The Add New Email Account wizard will open. Check the box Manually configure server settings or additional server types and click Next.
Step 8
Select the Microsoft Exchange radio button and then click the Next button.
Step 9
Enter the Exchange server name that you noted from your Mac Productions control panel, ensuring Use cached Exchange mode is selected.
Step 10
Enter your full email address in the User name text box. Click the More Settings button.
Step 11
An error message will appear. Don’t worry, click the OK button and then click Cancel on the next window.
Step 12
A window with the heading Microsoft Exchange Server will open. Click the Connection tab.
Step 13
Ensure the Connect using my Local Area Network (LAN) radio button is selected.
Step 14
Towards the bottom of the window, there should be a section with the heading Outlook Anywhere. Select the Connect to Microsoft Exchange using HTTP check box and then click the Exchange Proxy Settings button.
Step 15
A new window will open. Under Connection settings, enter exchange.promailbox.net.
Step 16
Tick the box marked On fast networks, connect using HTTP first, then connect using TCP/IP, then check that the drop-down list under Proxy authentication settings is set to Basic Authentication.
Step 17
Click OK and then click OK in the Microsoft Exchange Server window.
Step 18
Click Next in the Add new E-mail Account window.
Step 19
Click Finish.
Step 20
Open Outlook 2007 and select your new profile, when prompted.
Step 21
Enter your full email address in the username text box, then your password, when prompted.
Step 22
Outlook will now load and synchronize with your Microsoft Exchange mailbox. For a new mailbox, this will take no more than a few seconds.
You have now configured Outlook 2007 for use with your Microsoft Exchange mailbox.

How do I set up a Microsoft Exchange mailbox in Outlook 2003?

Setting up Outlook 2003 to synchronize with your Microsoft Exchange mailbox will only take a few minutes to complete. We have separate articles that explain the process of setting up your Standard or Advanced mailbox.

Before you set up Outlook 2003 to access your Microsoft Exchange mailbox, you need to note the mailbox’s access details in your Mac Productions control panel.
Step 1
Click the Windows Start button and open the Windows Control Panel.
Step 2
Category view: If your Windows Control Panel is in Category view, click User accounts and then click the Mail icon.
Classic view: If your Windows Control Panel is in Classic view, click the Mail icon.
Step 3
Click the Show Profiles button.
Step 4
A new window will open. Under When starting Microsoft Outlook, use this profile, ensure Prompt for a profile to be used is selected.
Step 5
Click the Add button, above When starting Microsoft Outlook, use this profile.
Step 6
A window will open, asking you to name the new profile. You may want to name the profile after the email address that you are configuring.
Step 7
The Email Accounts wizard will open. Ensure the Add a new email account radio button is selected and then click the Next button.
Step 8
Select the Microsoft Exchange Server radio button and then click the Next button.
Step 9
Enter the Microsoft Exchange server name that you noted from your Mac Productions control panel, ensuring Use cached Exchange mode is selected.
Example: EXCH-BE04
Step 10
Enter your full email address in the User name text box and then click the More Settings button.
Step 11
An error message will appear, but don’t worry. Click the OK button and then click Cancel on the next window.
Step 12
A window headed Microsoft Exchange Server will open. Click the Connection tab.
Step 13
Ensure the Connect using my Local Area Network (LAN) radio button is selected.Towards the bottom of the window, there should be a section headed Exchange over the Internet. Select the Connect to my Exchange mailbox using HTTP check box and then click the Exchange Proxy Settings button.If the Exchange over the Internet section is not shown, you need to update your Windows XP or Windows 2003 to the latest service pack at Windows Update Center .
Step 14
A new window will open. Under Connection settings, enter exchange.promailbox.net.
Step 15
Ensure all the check-boxes are unselected and that the drop-down list under Proxy authentication settings is set to Basic Authentication.
Step 16
Click OK and then click OK in the Microsoft Exchange Server window.
Step 17
Click Next in the Email Accounts window and then click Finish to close the wizard.
Step 18
Open Outlook 2003, select your new profile when prompted, and click Ok.
Step 19
Enter your full email address in the username text box, then your password, when prompted.
Outlook will now load and synchronize with your Microsoft Exchange mailbox. For a new mailbox, this will take no more than a few seconds.
You have now configured Outlook 2003 for use with your Microsoft Exchange mailbox.

How do I set up a Microsoft Exchange mailbox in Windows Mail?

Setting up your Microsoft Exchange mailbox in Windows Live Mail will only take a couple of minutes. We have separate articles that explain the process of setting up your Standard or Advanced mailbox.

This tutorial will show you how to connect to a Microsoft Exchange mailbox using IMAP. However, to take advantage of all exchange mailbox features, you should Download and install your free copy of Microsoft Outlook 2007 to connect to your mailbox.

Step 1
Open Windows Live Mail. Click Tools, then Accounts in the drop down menu.
Step 2
The Accounts window will open. Click Add in the top right corner.
Step 3
Select E-mail account and click Next.
Step 4
Enter your full email address. This is made up of the mailbox name you chose, the “@” symbol and your domain name. In the next text box, enter your mailbox password.
Step 5
In the next text box, enter a display name. This is what most email users will see in the inboxes instead of your email address. Select the box marked Manually configure server settings for e-mail account. Click Next.
Step 6
Ensure that IMAP is selected from the dropdown list and enter the following details.
• Incoming server text box: Enter exchange.promailbox.net.
• Incoming server port: should be set at 143.
• This server requires a secure connection: Leave unchecked.
• Log on using: Clear text authentication.
• Logon ID: Enter the email address of your mailbox.
• Outgoing server: Enter smtp.promailbox.net.
• Port: Change this to 587.
• This server requires a secure connection (SSL): Leave unchecked.
• My outgoing server requires authentication: Check this box.
Step 7
Check the details you have entered again. Click Next and Finish to set up your account and close the new account wizard.
Step 8
The first time you connect to the mailbox you will be asked which folders you would like to show/hide in your mailbox. Select the folders you would like Windows Live to show you and then click OK.

Windows Live mail is now configured to send and receive email from your Microsoft Exchange mailbox.

How do I create and use Microsoft Exchange public folders?

Public folders are a powerful and easy way of sharing data between Exchange mailbox users on the same domain name. You can create six types of public folder:
• Calendar
• Contacts
• Journal
• Email
• Notes
• Tasks

This support article is split into three sections:
• Allocating Space for your Public Folders
• Creating Public Folders in Outlook 2007
• Set individual user permissions for your public folder

It is important that permissions on public folders are correctly set and that this is checked whenever you make changes to your public folders. Please read this article carefully to ensure that your private data remains secure.

Allocating Space for your Public Folders

We automatically provide 100Mb of storage space for your public folders. However you can increase this allowance to suit your needs at any time through your Mac Productions control panel.

To Increase the space allocated for public folders, simply follow the steps below:

Step 1
Log into your control panel and click the tab marked Hosting packages.
Step 2
Click on the domain name you would like to add additional public folder storage space to.
Step 3
Click on the Email tab.
Step 4
Click on the Public Folders icon in the bottom left of the control panel.
Step 5
From the drop down menu, select the additional space you require and click Add Space.
Step 6
You will receive onscreen confirmation that the additional space has been added to your domain name.
Creating Public Folders in Outlook 2007
Each Exchange mailbox comes with a free copy of Outlook 2007 which you can use to set up and view your public folders.

Step 1
In the bottom left of the Outlook 2007 navigation pane is a list of the functionality available on your Exchange mailbox.

Click the public folders icon to select it. This is show below the main list by default, or it may be shown in the main list as Folders List.

Step 2
At the top of the Outlook 2007 navigation pane is your folder list. Expand Public folders and then expand All public folders. You’ll see a folder named after your domain name; expand it.
Step 3
Each type of public folder available will be listed. These are not public folders themselves. Right-click on the folder type you want to create, then click New Folder.
Step 4
A new window will open. Enter the name for the new folder and then click the OK button.

You must now set the permissions for your new public folder.

Set individual user permissions for your public folder
By default, all mailbox users on your domain name are set to the Publishing Editor permission level. This allows them to do the following:
• create
• read
• modify
• delete all items and files
• create subfolders.

If you do not want to give these permissions to all users on your domain, you must edit them individually. Otherwise, you do not need to alter the sharing permissions for the public folder.
Step 1
Right-click on the public folder and click Sharing.
Step 2
In the window that opens, four users will be listed:
• Default
• You
• All Users
• Anonymous

Both Default and Anonymous must be set to permission level None. This is set by default but you should ensure that it remains set to None if you make any permissions changes to the public folder. If the Default and Anonymous users are not set to None, other Mac Productions customers could gain access to your public folders.

Step 3
Highlight All Users and use the Permission Level drop-down list to select None. This will remove all permissions from other users on your domain name.
Step 4
Click the Add button. A list of all the mailboxes on your domain name will be shown. Select the users you want to set permissions for (using the Ctrl key to select multiple users), then click the Add button. Click the OK button.

You cannot add mailboxes that have a globe icon beside them, as these are the non-Exchange mailboxes on your domain name.

Step 5
Highlight the user whose permissions you want to alter. Use the Permissions Level drop-down list to select the appropriate permission level. Once you have set the permissions for each user, click the OK button.

How do I set up a Microsoft Exchange mailbox with Thunderbird?

This tutorial will show you how to connect to a Microsoft Exchange mailbox using IMAP, but Thunderbird will not synchronize your calendars, public folders, tasks or other Exchange features.

To take advantage of all Microsoft Exchange mailbox features, you should Download and Install your Free Copy of Outlook 2007 to connect to your mailbox.

We have separate articles that explain the process of setting up your Standard or Advanced mailbox.

Setting up Thunderbird only takes a few minutes.

When you open Thunderbird for the first time and you already have mailboxes set up using other email software, Thunderbird’s Import Wizard may offer to import your email account settings. If you choose not to import settings from another email program, the Account Wizard will open. This guide takes you through setting up your Microsoft Exchange mailbox using the Thunderbird Account Wizard.

Step 1
Open Thunderbird.
Step 2
The Account Wizard will open, if you don’t have any other mailboxes set up in Thunderbird. If the wizard does not open automatically, click Account Settings in the Tools menu.
Step 3
Click the Add Account button. 

Step 4
Select the Email account radio button and then click Next. 

Step 5
Enter your name in the Your Name text-box-- this is what most people will see when you send them an email. Enter your email address in the Email Address text-box, then click the Next button.
Step 6
Click the IMAP radio button. Enter exchange.promailbox.net in the Incoming Server text-box and smtp.promailbox.net in the Outgoing Server text-box. Click Next. 

Step 7
Enter your full email address in the Incoming User Name and Outgoing User Name text fields. Click Next.
Step 8
Click the Finish button and your Microsoft Exchange email will be set up in Thunderbird.


The first time you access your mailbox, Thunderbird will ask for the password you chose when you created the mailbox in your Mac Productions control panel.

How do I set up a Microsoft Exchange mailbox in Mac Mail?

You can set up a Mac to connect to a Microsoft Exchange mailbox by using the Mac Mail email client. We have separate guides for setting up a Standard or Advanced mailbox in Mac Mail.

Mac Mail allows you to send and receive email using your Microsoft Exchange mailbox but does not give you access to all the Exchange mailbox’s features.

Before you set up Outlook 2003 to access your Microsoft Exchange mailbox, you need to note the mailbox’s access details in your Mac Productions control panel.

Step 1
Open Mac Mail.
If this is the first time you have run Mac Mail, the Add Account wizard will be displayed, in which case you can skip steps 2 and 3.
Step 2
Click Preferences from the Mail menu.
Step 3
Click the Create an account button to open the Add Account wizard. This is located under the Accounts list, on the bottom-left of the window.
Step 4
Enter your name in the Full Name text-box. This is what most people will see when you send them an email. Type your email address in the Email Address text-box.

Enter the password for the mailbox in the Password text box.
Click the Continue button.
Step 5
On the Incoming Mail Server page, enter the following information:
• Account Type: Select Exchange from the drop down menu.
• Description: Enter a name for this account so you can identify it. This is only visible to you.
• Incoming Mail Server: Enter exchange.promailbox.net.
• User Name: Enter your full email address.
• Password: Enter the password for the mailbox.
• Outlook Web Access Server: Enter exchange.promailbox.net.

Click Continue when you are done.
Step 6
Leave Authentication set to Password and click Next, then enter the following information on the Outgoing Mail Server screen:
• Outgoing Mail Server: Enter smtp.promailbox.net.
• Use only this server: Check this box.
• Use Authentication: Check this box.
• User Name: Enter your full email address.
• Password: Enter the password for this mailbox (the same password that you entered on the previous screen).

Click Continue when you have filled out this information.
Step 7
Change Authentication to Password. Click Next and then confirm the details you have filled out and click the Create button.

Mac Mail is now configured to send and receive email from your Microsoft Exchange mailbox.

How do I access a Microsoft Exchange mailbox from a web browser?

Outlook Web Access allows you access to the functionality of Outlook without the need to install or configure software on your computer. In addition to the features listed above, Outlook Web Access allows you to do the following:
• Create server side rules that can be used to automate tasks as emails arrive, such as moving emails from a particular email address into a specific folder, or forwarding emails to another email address.
• Administer and maintain public folders, including calendars, contacts, tasks and email folders.
You can also access Outlook Web Access using the faster, but slightly less secure method, at: exchange.yourdomainname.com (Replacing yourdomainname.com with your actual domain name).

There are two versions of Outlook Web Access, depending on the browser you use—Premium and Basic. Premium functionality is only available to users of Internet Explorer 6 SP1 (Service Pack 1), or later. Basic functionality is available to users of any current web browser.

If you have a Standard or Advanced mailbox see our article How do I access my email from a web browser (Webmail)?

The online help accessible from Outlook Web Access provides easy to follow instructions on how to use the software if you need additional assistance.

How do I download and install Outlook 2007?

Each Microsoft Exchange mailbox comes with a single user license for Outlook 2007. You can download this quickly and easily from your Mac Productions control panel.

This license is available for your Exchange mailbox only. If you delete your Exchange mailbox the license will no longer be valid. To run this software your computer must meet the minimum Outlook 2007 hardware requirements. A list of these requirements is available at Outlook 2007 hardware requirements .

Step 1
Log into your control panel and click the tab marked Hosting packages.
Step 2
A list of your domains and hosting packages will appear. Scroll down the list and click the button marked Email next to the domain name containing your Exchange mailbox.
Step 3
You will see a list of your mailboxes. Click on your Exchange mailbox.
Step 4
Click the button marked Download Now.
Step 5
On the next screen there is another Download Now button. Click this button to download the Outlook installation Zip file to a folder on your computer. Once it is downloaded, locate the file and open it. Run the Setup.exe file to start the installation process.
Step 6
Follow the onscreen instructions. When prompted, your Installation key can be found within the Mac Productions control panel, just under the Download Now button.
• Download the installation file
• Double click “Setup.exe” to install Outlook, when prompted enter the installation key
• Use the Email Software Settings to connect Outlook 2007 to your mailbox

Outlook 2007 is now installed on your computer.

To send and receive email from your Exchange mailbox, see our article Setting up a Microsoft Exchange Mailbox with Outlook 2007.

How do I see the headers of an email?

If you report an email problem to Mac Productions Customer Support they may ask you to send them a copy of the offending email's headers. These contain a log of the email's passage across the Internet from the sender to the recipient.

This article tells you how to access the headers, and make a copy suitable for sending to Mac Productions.

The header text looks like this:

Received: from mail.fasthosts.co.uk (www.macproductions.net[213.171.192.201]) by exchange.macproductions.netwith SMTP (Microsoft Exchange Internet Mail Service Version 10.11)
id 409DRQ9A; Thu, 17 Oct 2002 14:48:00 +0100

Received: from SMTP32-FWD by fasthosts.co.uk
(SMTP32) id A000000EF; Thu, 17 Oct 2002 14:48:00 +0100

Received: from vrsmailfilter02 [213.171.193.102] by mail.macproductions.net
(SMTPD32-6.00) id AF8FD8A0296; Thu, 17 Oct 2002 14:47:59 +0100

Received: FROM mail-scanner-02.macproductions.net BY vrsmailfilter02 ; Thu Oct 17 14:53:21 2002 +0100

Received: From [193.113.209.26] by mail-scanner-02.macproductions.net
(Matrix SMTP Mail Server v(1.3)) ID=B598D17A-8E6F-4B4B-8495-CA454F29012C ; Thu, 17 Oct 2002 14:53:14 +0100

Received: from [192.168.1.10] (actually host host213-122-82-211.in-addr.btopenworld.com) by c2bapps5 with SMTP-CUST (XT-PP) with ESMTP; Thu, 17 Oct 2002 14:47:31 +0100

User-Agent: Microsoft-Outlook-Express-Macintosh-Edition/5.02.2022

Date: Thu, 17 Oct 2002 14:03:32 +0000

Subject: Re: Account 41893

MAILER-TRACE: 0

From: Sam Smith <Sam@smith.com>

To: Mac Productions Support <support@macproductions.net>

Message-ID: <B9D473B4.971E%sam@smith.com>

In-Reply-To: <040BC5194880BA4DBAF15C0C9D5A11BA671849@macproductions.net>

Mime-version: 1.0

Content-type: text/plain; charset="US-ASCII"

Content-transfer-encoding: 7bit

X-RCPT-TO: <support@macproductions.net>

Procedure

Using Outlook Express:
Step 1: Open Outlook Express.
Step 2: Right-click on the appropriate email and select the Properties option from the menu that appears.
Step 3: Click on the Details tab. The email's headers are shown in a scrollable box called Internet Headers.
Step 4: Highlight all of the header text in the box, and press Ctrl-C to copy the text onto the clipboard.

You can now paste the header text into the body of an email and send it to Mac Productions Customer Support.

Using Outlook:
Step 1: Open Outlook.
Step 2: Right-click on the appropriate email and select the Options item from the menu that appears. The email's headers are shown in a scrollable box called Internet Headers.
Step 3: Highlight all of the header text in the box, and press Ctrl-C to copy the text onto the clipboard.

You can now paste the header text into the body of an email and send it to Mac Productions Customer Support.

Using Thunderbird:
Step 1: Open Thunderbird
Step 2: Highlight the email you would like to view the header information for.
Step 3: Click View in the menu bar then select message source from the drop down menu.
Step 4: A new window will open with the header information shown in plain text.

You can now paste the header text into the body of an email and send it to Mac Productions Customer Support.

Why do I have problems connecting to my Exchange mailbox?

Exchange mailboxes use RPC over HTTP to connect your computer to your mailbox. Often, your computer may be able to connect to many POP3 or IMAP mailboxes but may not be configured to connect to an Exchange mailbox effectively. This article will explain the most common causes of a poor connection to your Exchange mailbox.

Check the router
• If you are running a number of exchange mailboxes behind one router you should ensure that your router is able to run more than one simultaneous RPC over HTTP connection. Close down all but one exchange mailbox. If the problems stop it is likely to be your router that is causing issues.

Check the software
• The following software must be installed before using RPC over HTTP:
• Outlook 2003. To verify your version of Outlook, start Outlook, and then click About Microsoft Outlook on the Help menu.
• Microsoft Windows XP together with Service Pack 2 as this contains several RPC over HTTP updates and bug fixes.

Check the configuration details

Step 1
Open Outlook.
Step 2
On the Tools menu, click E-mail Accounts.
Step 3
Leave the View or change existing e-mail accounts option selected, click Next, select your e-mail profile, and then click Change.
Step 4
On the Exchange Server Settings page, click More Settings, and then click the Connection tab.
Step 5
Under Exchange over the Internet, click Exchange Proxy Settings. If this check box is missing, you must apply the hotfix that is described above.
Step 6
Under Connection settings, type the URL of the RPC proxy server that is found within the Mac Productions control panel.
Step 7
Click to select the Connect using SSL only check box if it is not already selected.
Step 8
In the Use this authentication when connecting to my proxy server for Exchange list, click Basic Authentication.
Step 9
Click OK two times, and then click OK when you receive the following message:
You must restart Outlook for these changes to take effect.
Step 10
Click Next, and then click Finish.

Verify the connection

You can verify that Outlook connects to the Exchange computer by using RPC over HTTP. To do this, follow these steps:

Click Start, click Run, type outlook /rpcdiag, and then click OK.

Type your credentials in the User name box and in the Password box, and then click OK.

If HTTPS appears in the Conn column in the Exchange Server Connection Status window, a service is connected by using RPC over HTTP.

Verify open ports

The following ports must be open to use RPC over HTTP:
• 80
• 443
• 6001
• 6004

How do I add a new mailbox?

This article will take you through creating a new mailbox. If you wish to create a forwarder, see our article How do I add a new forwarder?

Step 1
Log into your control panel. 

Step 2
Click the tab marked Hosting packages.
Step 3
A list of your domains and hosting packages will appear. Scroll down the list and click the button marked Email next to the domain name you would like to upgrade a mailbox on.
Step 4
Click Add a Mailbox.
Step 5
In the Choose a mailbox section. Select the type of mailbox you would like to create.
Step 6
In the next section, enter the email address for your mailbox, and the display name you would like to use. The display name is usually what other people see in Outlook when they receive your emails.
Step 7
The final section asks you to create a password that will be used exclusively for your mailbox. You will need this password to access webmail and your email software will use it to connect to your mailbox.

Enter a password in the Choose Password text box. To confirm the password, you must re-enter it in the Re-type Password text box.

Try using a combination of numbers, upper and lowercase letters, and even special characters. This will ensure you have a strong password, which will provide better security for your mailbox.

Step 8
Click the Create Mailbox button.
Step 9
Confirm any additional charges and click Order now to create your new mailbox.
Step 10
You will receive on screen confirmation that the mailbox has been created.

Your new mailbox has been created, and will appear in the mailbox list. You can access your mailbox immediately using webmail or you can follow our setup guides to send and receive emails using the email software installed on your computer.

How can I troubleshoot Outlook 2003 with my Exchange Mailbox

This article describes how to troubleshoot problems with your Exchange mailbox, using Outlook 2003

Exchange Server Connection Status

You can view the active server connections made by Outlook 2003, including the type of connection that has been made.

To view this information, follow these steps:

Step 1
Find the Outlook icon in the notification area that is located at the lower right of the desktop (next to the clock).
Step 2
Press the CTRL key, and then right-click this icon.
Step 3
Click Connection Status.

All active connections appear. You can use the Exchange Server Connection Status window to determine if you are connected to the Exchange 2003 computer by using an RPC over HTTP connection.

You can also click Start, click Run, type outlook /rpcdiag, and then click OK to get to this screen.

Enable Transport Logging

Outlook 2003 can record all contact between the client and the various severs that it connects with. This can sometimes be a good way to troubleshoot problems:

Step 1
On the Tools menu, select Options.
Step 2
Click the Other tab and select Advanced Options.
Step 3
Check the Enable mail logging (troubleshooting) check box.
Step 4
Click OK twice.
Step 5
Quit and restart Outlook.

Once logging has been enabled, the logs will be recorded at the following location within Windows XP:

C:\Documents and Settings\Local Settings\temp\OPMLOG.LOG

Be sure that you disable logging when you have finished, as the log file has a tendency to get quite large.

Outlook in safe mode
If you are having problems opening Outlook, you can run it in safe mode, which will run only the bare minimum parts of Outlook:

Step 1
Go to Start, then Run.
Step 2
Type outlook /safe and click Enter.

Repairing Outlook
Outlook has its own build in repair system that can be used if the application gets damaged in any way:

Step 1
Double click Add or Remove Programs in the Windows Control Panel.
Step 2
Select Microsoft Office and click Change.
Step 3
Select Reinstall and Repair and select Next.
Step 4
Select Reinstall Office.

Have all updates and hotfixes been installed?

Microsoft often release updates and fixes for their software. You can keep your copy of Outlook up-to-date by regularly visiting Microsoft Office Updates and installing any recommended updates.

Why can't I receive emails?

Several problems can prevent email from reaching you. This article only applies to those users who do not get an error message when they check for email. If you get an error message, you should consult our other knowledge base articles for assistance.

Your mailbox is set to automatically forward email to another address.
• Remove the forwarder from the mailbox.

There are more than 500 messages or 20MB of messages in your mailbox.
• Delete some of the messages in your mailbox. The easiest way to do this is to use Web mail. If you use POP3 email software, such as Outlook Express, it may be set to leave messages on the server, even when it has downloaded them. To find out how to check if this is the case, see what are the limits to mailbox size?

One of the messages in your mailbox is more than 5MB in size, which may be causing problems when you attempt to download the email from the mailbox.
• Log into Web mail and delete messages over 5MB.

The email is not successfully sent by the other person's system.
• If you are not receiving messages from one particular person, you should test your mailbox by sending an email from several different email addresses. If you receive messages from these addresses, it is likely that the problem is with the person trying to send email to you. Often, if you are having difficulty receiving email from one particular person, the problem lies with their system.

You are using an email client that allows rules (such as Microsoft Outlook) configured to delete or move emails when they arrive on your system.
• Remove the offending rules, which in Microsoft Outlook can be accessed through the Rules Wizard option on the Tools menu. If you are unsure which of your rules might be causing the problem, you should consider disabling the rules, as a method of testing the problem.

The emails contain an attachment with an unsupported file extension.

To protect your computer from possible viruses, many email clients will not receive file attachments with certain file extensions.

Your spam filter is set at such a high level that it prevents legitimate mail from reaching you.

You can set the Mac Productions spam filter to work at different levels at higher levels, the filter may mistake legitimate email for spam. This is a rare problem that can be resolved by lowering the filter level within your control panel.

Why can't I receive an email attachment?

This article explains the reasons why you may not be able to receive an email attachment.

To protect your computer from possible viruses, Microsoft Outlook will not download file attachments with the following extensions:
• .ade
• .adp
• .bas
• .bat
• .chm
• .cmd
• .com
• .cpl
• .crt
• .exe
• .hlp
• .hta
• .inf
• .ins
• .isp
• .js
• .jse
• .lnk
• .mdb
• .mde
• .msc
• .msi
• .msp
• .mst
• .pcd
• .pif
• .reg
• .scr
• .sct
• .shs
• .url
• .vb
• .vbe
• .vbs
• .wsc
• .wsf
• .wsh

To receive these file types you should ask the sender to put the attachment into a zip file and resend the email.

For further information see the following Microsoft support article.

How do I configure spam filtering on my mailbox?

Advanced and Exchange mailboxes can take advantage of our enterprise grade spam filters and virus checking. Mac Productions spam filters are designed to be configurable to match the needs of your individual mailbox.

Step 1
Log into your control panel and click the tab marked Hosting packages.
Step 2
A list of your domains and hosting packages will appear. Scroll down the list and click the button marked Email next to the domain name containing your Exchange mailbox.
Step 3
You will see a list of your mailboxes. Click on the mailbox you want to adjust the Spam filters for.
Step 4
Click Spam Filtering.

Filter Level

The filter level can be set anywhere between 1 (strongest setting) and 15 (weakest setting). We recommend a filter setting of around 5. If you are still receiving spam using this setting, you can always adjust the filter higher.

You have two options that you can take with spam – mark suspect emails or delete. By default your spam filter is configured to mark suspect emails as SPAM in the subject line. Once you are happy that legitimate email is not being incorrectly identified, you can change this to delete emails suspected as being spam.

We recommend you use filter level 5 at first and set the filter to indicate if an email is spam in the subject line. This way, you can set your email software to move any emails with SPAM in the subject line into your junk mail folder, enabling you to monitor the effectiveness of the spam filter.

Set the desired level of protection, and the action you would like to take. Click Save.

Setting your Trusted Sender list

Any email sent from addresses in your Trusted Sender list will be delivered to you and will be ignored by the spam filters.

In the middle of the page is the Trusted Senders section. To add an individual email address, enter it into the Add email address text-box and click the Add button. It will appear in the list below.

To treat all email from a domain name as legitimate, enter an asterisk, followed immediately by the domain name - for example *domainname.com - then click Add.

Click the Save button to confirm your new Trusted Sender list.

All email from the addresses/domains on your trusted sender list will reach your inbox.

Setting your Spam-block list

Any email sent from addresses in your spam-block list will be deleted by your spam filters, regardless of content or filter level.

Near the end of the page is the Spam-block list - Block Known Spammers section.

To add an individual email address, enter it into the Add email address text-box and click the Add button. It will appear in the list below.

To treat all email from a domain name as spam, enter an asterisk, followed immediately by the domain name - e.g. *domainname.com - then click Add.

Click the Save button to confirm your new Spam-block list.

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