The six most common problems with E-mail and Outlook Express and how to fix them are:

 

Item 1-

Problem A: Outlook starts downloading but it stops always in the same E-mail

Problem B: Outlook keeps downloading the same E-mails over and over

Problem C: It just "sits there" or gives me a Server time out error

Problem D: It cannot find server

 

In these cases the problem is most likely that an E-mail is clogging your mailbox at the server.

This could happen because an E-mail that was sent to you is too large (like photographs)

and Outlook Express is having problems downloading it or because the E-mail itself is somehow corrupt.

 

The best way to deal with this problem is by using our WEBMAIL.

WEBMAIL allows you to access your E-mail right at the server, which means mainly three important things:

 

A: You can go into Webmail from any computer in the world (all you need is your user name and password)

BTW, your user name is not your E-mail address, is's just the first part of your E-mail address, so,

if your E-mail address is joey@durham.net, your user name is joey.Your password is the one we gave you.

 

B: By getting to your E-mail at the server (before it's downloaded to your computer),

you can delete any messages that may be too large, or too suspicious, or may contain a virus, etc),

Webmail is not just a great toll to have, you can protect your computer by deleting some

messages from your mailbox BEFORE you download them to your computer.

 

C: Webmail let's you use your E-mail account from any computer, anywhere in the world.

You can use it from home, the office, a friend's house or if you are away on holidays.

 

Few other things that you need to know about Webmail:

 

            1. From time to time, delete any messages that you no longer need from:

 

            A: Your Inbox (Same thing as your Inbox in your Outlook Express)

 

            B: Your Inbox Sent Items (Same thing as your Sent Items in your Outlook Express)

 

            C: Your Inbox trash (same thing as Deleted Items in your Outlook Express)

 

            D: When you are done using Webmail, click on Sign Out

 

            E: If you want to delete a whole bunch of items at the same time, do this:

 

            1. Click on Toggle All

 

            2. Click on Delete

 

 

 

Here is how to use Webmail:

 

 

            1. Connect to the Internet using your connection shortcut or Internet Explorer.

           

            2. Go to our website (www.durham.net)

 

            3. On the left side of the screen you will see a button named WEBMAIL

 

            4. Click on the WEBMAIL button

 

            5. It will ask you for your user name and password- Enter both

 

            6. Click on LOGIN

 

Note: If when you are trying to log in you get an: ERROR, unknown user or password incorrect,

try it again, make sure that you have the right user name (for example joey) and password.

If it still doesn't work, please call us and we will double check your user name and password with you.

 

 

            7. Once inside Webmail you can see who the message is from and the subject

 

            8. If you want to read the E-mail, click on the subject itself

 

            9. Now that the E-mail is open you can choose what to do with it (reply-delete-etc)

 

            10. If you scroll to the bottom, you can also see the size of the E-mail and any attachments

 

            11. If you want to delete the E-mail, just click on delete.

 

            12. Once you clicked on delete, it will take you right back to your Inbox

 

            13. You can now continue looking at other E-mails, just click on the Subject line

 

            14. Once you are done using Webmail, Sign Out and try your Outlook Express again.

 

            15. If your Outlook Express is till not working, try Item 2

 

 

 

 

Item 2- Account needs to be reconfigured 

 

This could happen because Outlook has "lost" it's settings or someone has accidentally changed them.

 

     

      1. Open 'Outlook Express'

 

      2. Click on 'Tools' at the top, it will drop down a menu of choices. Look for Accounts

 

      3. Click on the word 'Accounts', it will open a window called Internet accounts

 

      4. Click on the 'Mail' tab

 

      5. Under accounts,  highlight everything by clicking on it once and click on Remove to the right

 

      6. It will ask you: Are you sure yo want to delete......

 

      7. Click on YES.

 

      8. Click on Add, it will open a menu

 

      9. Click on Mail

 

      10. It will open a window called "Your name or Display name" .Type in your 'Full name'

 

      11. Click on Next

 

      12. It will open a window called "Internet E-mail address". Type in your 'E-mail address'

 

      13. Click Next.

 

      14. It will open a window caleed "E-mail server names"

 

      15.  Inside the blank areas type for both the incoming and outgoing mail servers: mail.durham.net

 

      16. Click Next

 

      17.  It will open a window called "Internet mail log on"

 

      18. Your account name (also known as user name or user ID) should already be there, if not, type it in

 

      19. Where it says: password type in your password (the one we gave you)

 

      20. Make sure that the checkbox that says "Remember Password" is CHECKED

 

      21. Make sure that the checkbox that says "Logon using Secure Password Authentication" is NOT checked

 

      22. Click on Next

 

      23. It will say "Congratulations". Click on Finish.

 

      24. It will open the Internet accounts window again

 

      25. Click on Close at the bottom of the window

 

      26. Click on Tools at the top of your screen. It will drop down a menu

 

      27. Click on 'Options'

 

      28. Click on the 'Connections' tab

 

      29. Make sure that the box that says "Hang up after sending and receiving" is NOT checked.

 

      30. Click on Apply at the bottom

 

      31. Click on OK at the bottom.

 

      32. Click on "Send/Recv" at the top of your screen.

 

      33. If it doesn't work:

 

      34. Close Outlook Express

    

      35. Restart your computer and try Again

 

      36. If it doesn't work, call tech support

 

 

Item 3- Password Authentication Error in Mail (won't accept your password)

 

 

      1. Try Item 1. If it doesn't work, then try this:

 

      2. Open 'Outlook Express'

 

      3. Click on 'Tools' at the top, it will drop down a menu of choices. Look for Accounts

 

      4. Click on 'Accounts' it will open a window called Internet accounts

 

      5. Click on the 'Mail' tab and highlight mail.durham.net (just click on it once)

 

      6. Click on 'Properties' over to the right

 

      7. Click on the 'Servers' tab

 

      8. The sentence 'Log on using Secure Password Authentication' should not be ticked

 

      9. While you are there, retype your password (the one we gave you)

 

      10. Make sure that both your incoming and outgoing mail servers read mail.durham.net

 

      11.  Click Apply and OK

 

      12. Close the Internet accounts window

 

      13. Click on Tools at the top pf your screen. It will drop down a menu

 

      14. Click on 'Options'

 

      15. Click on the 'Connections' tab

 

      16. Make sure that the box that says "Hang up after sending and receiving" is NOT checked.

 

      17. Click on Apply at the bottom

 

      18. Click on OK at the bottom.

 

      19. click on "Send/Recv" at the top of your screen.

 

      20. If it doesn't work:

 

      21. Close Outlook Express

    

      22. Restart your computer and try Again

 

      23. If it doesn't work, try Item 2

 

 

  

Item 4- You get disconnected right after sending or receiving:

 

 

      1. Open 'Outlook Express'

 

      2. Click on Tool at the top of your screen. It will drop down a menu

 

      3. Click on 'Options'

 

      4. Click on the 'Connections' tab

 

      5. Make sure that the box that says "Hang up after sending and receiving" is NOT checked.

 

      6. Click on Apply at the bottom

 

      7. Click on OK at the bottom.

 

 

Item 5- You can receive but you cannot send:

 

This is usually caused by three things:

 

      A: Your outgoing mail server is no longer set to mail.durham.net. Do this:

 

      1. Open 'Outlook Express'

 

      2. Click on 'Tools' at the top, it will drop down a menu of choices. Look for Accounts

 

      3. Click on 'Accounts' it will open a window called Internet accounts

 

      4. Click on the 'Mail' tab and highlight mail.durham.net (just click on it once)

 

      5. Click on 'Properties' over to the right

 

      6. Click on the 'Servers' tab

 

      7. The sentence 'Log on using Secure Password Authentication' should not be ticked

 

      8. While you are there, retype your password (the one we gave you)

 

      9. Make sure that both your incoming and outgoing mail servers read mail.durham.net

 

      10.  Click Apply and OK

 

      11. Close the Internet accounts window

 

      12. click on "Send/Recv" at the top of your screen.

 

      13. If it doesn't work:

 

      14. Close Outlook Express

    

      15. Restart your computer and try Again

 

      16. If it doesn't work, try B.

 

 

       B: Your antivirus program is keeping you from being able to send E-mail out. Try this:

 

       1. Open your antivirus program

 

       2. Look for something that taks about "Options" or "E-mail options" or "E-mail"

 

       3. Look for something that talks about " Scanning Outgoing or SMTP E#-mail"

 

       4. Try disabling the outgoing or SMTP E-mail scanning.

 

       5. Close your antivirus program

 

       6. Open Outlook Express

 

       7. click on "Send/Recv" at the top of your screen.

 

       8. If it doesn't work:

 

       9. Close Outlook Express

    

      10. Restart your computer and try Again

 

      11. If it doesn't work, try C.

 

 

       C: Your firewall program is keeping you from being able to send E-mail out. Try this:

 

       1. Open your firewall program

 

       2. Look for something that taks about "Options" or "E-mail options" or "E-mail"

 

       3. Look for something that talks about " Scanning Outgoing or SMTP E#-mail"

 

       4. Try disabling the outgoing or SMTP E-mail scanning.

 

       5. Close your firewall program

 

       6. Open Outlook Express

 

       7. click on "Send/Recv" at the top of your screen.

 

       8. If it doesn't work:

 

       9. Close Outlook Express

    

      10. Restart your computer and try Again

 

      11. If it doesn't work, try item 2.

 

 

 

Item 5- You have a virus but you don't know it.

 

If you have tried ALL options and you still have problems, you could have a virus in your computer.

 

Nowadays, you MUST have some form of virus protection in your computer. If you don't, you should.

 

You can check your computer for viruses in one of three ways:

 

A: If you already own an antivirus program, make sure that it is up to date. Here is how you can tell:

 

       1. Open your antivirus program

 

       2. Look for something that taks about "Updates or Live Updates or New definitions"

 

       3. Click on it. It will try to download any new updates via the Internet

 

       4. Make sure that you are connected to the Internet

 

       5. Let the program download any new updates and then install them

 

       6. It may ask you to reboot (restart) your computer. Do so

 

       7. Reopen your antivirus program

 

       8. Tell your antivirus program to SCAN your computer. This will take some time

 

      14. If it finds any virus, it may ask you if you want to delete or quarantine it

    

      15. Say yes, or OK.

 

      16. You should do this at least once a week.

 

      17. click on "Send/Recv" at the top of your screen.

 

      18. If it doesn't work:

 

      19. Close Outlook Express

    

      20. Restart your computer and try Again

 

      21. If it doesn't work, try item 2.

 

 

 

B: If you don't have an antivirus program in your computer, you now have two options:

 

       A: you can go to this website: (http://housecall.trendmicro.com/housecall/start_corp.asp)

       where they offer FREE online virus scanning of your PC. Keep in mind, this website offers you

       the ability to check your computer for viruses, but it will not protect you from them in the future.

       Here is what you will need to do:

 

       1. Connect to Durham Net using your shortcut or Internet Explorer.

 

       2. On the address line of your browser (Internet Explorer or Netscape) type:

          http://housecall.trendmicro.com/housecall/start_corp.asp and press Enter.

 

       3. A screen will come up and ask you to "Please select your location"

 

       4. From the drop down menu choose Canada

 

       5. Click on GO

 

       6. You will see a window on your screen that talks about " Downloading update engine"

 

       7. When that is done, put a checkmark on "My Computer"

 

       8. Scroll down the page and read "How to use Housecall"

 

       9. Once Housecall is finished, open Outlook, click on "Send/Recv" at the top of your screen.

 

      10. If it doesn't work:

 

      11. Close Outlook Express

    

      12. Restart your computer and try Again

 

      13. If it doesn't work, try item 2.

 

 

       B: Call us and purchase an antivirus program (around $ 50.00)

 

 

            All in all, You can get proper antivirus protection in one of three ways:

 

       A: Call us so that we can enable virus protection on the server for you (just $ 5.00 per month)

       B: You can purchase an antivirus program from us (around $ 50.00

       C: In some cases you can purchase it online from the manufacturer.

 

   

       After you have scanned your computer for viruses (and cleaned it if any were found) try this:

 

      

       1. Open Outlook Express

 

       2. click on "Send/Recv" at the top of your screen.

 

       3. If it doesn't work:

 

       4. Close Outlook Express

    

       5. Restart your computer and try Again

 

       6. If it doesn't work, try item 2.

 

 

 

One other issue that you should be aware of: SPYWARE

 

Spyware is data mining software that is installed in your computer while you are on the Internet.

In all cases you don't know that is happening, but it is.

Spyware is not a virus, but if you let it accumulate and you don't do anything about it,

it will sooner or later cause you problems.

 

Here is how you can protecy yourself from Spyware:

 

       1. Login to the Internet using your shortcut or Internet Explorer/ Netscape

 

       2. On the address bar of Internet Explorer/ Netscape type www.download.com

 

       3. Inside the search window of download.com type AD-AWARE

 

       4. Click on GO

 

       5. Look for AD-AWARE SE

 

       6. Once you found AD-AWARE SE, click on download now

 

       7. A window will open up letting you know that your download is in progress

 

       8. A window will open askink you if you want to open or Save

 

       9. Click on Save

 

      10. A "Save as" window will open

 

      11. Make sure that from the drop down menu you are in "Save in" DESKTOP

 

      12. Notice that the file name you are about to save is called aawsepersonal

 

      13. Click on Save

 

      14. A window will open showing you the progress of the download

 

      15. Now that you have downloaded AD-AWARE, you need to install it

 

      16. Close Internet Explorer/ Netscape

 

      17. In your desktop (computer's main screen) look for an icon named aawsepersonal

 

      18. Doble click on it and it will begin the installation

 

      19. A window will open welcoming you to the Ad-aware program

 

      20. Click on Next

 

      21. It will open up a window called "license Agreement"

 

      22. Put a checkmark (click on it) where it says: I accept the license agreement

 

      23. Click on Next

 

      24. It will open a window called destination location

 

      25. Click on Next

 

      26. It will open a window named "Install to all users Menu"

 

      27. Click on Anyone who uses this computer

 

      28. Click on Next

 

      29. It will open a window named: Start Installation

 

      30. Click on Next

 

      31. It will open a window named: Installing

 

      32. Once it's done, it will open a window named: Ad-Aware has been sucessfully installed

 

      33. Uncheck all three boxes for now

 

      34. Click on finish

 

      35. Look for an icon in your desktop (computer screen) with a red circle named "Ad-Aware SE Personal"

 

      36. Double click on it

 

      37. Ad-Aware will open

 

      38. A window will open saying that your definitions are XXXX days old, would you like to check for updates?

 

      39.  Click on OK

 

      40. A window will open named "performing update"

 

      41. Click on Connect

 

      42. A window will open letting you know that "New definitions are available"

 

      43. Click on OK

 

      44. Another window will open that says "Performing update"

 

      45. You will see the update taking place (this may take a couple of minutes

 

      46. AT some point it will say "Webupdate completed"

 

      47. Click on Finish

 

      48. The Ad-Aware SE status windows will open

 

      49. Click On Start

 

      50. Put a checkmarK where it says: "Perform a full system scan"

 

      51. Click on Next

 

      52. The "performing system scan window will open"

 

      53. Wait until Ad-Aware is finished doing a system scan

 

      54. When it's finished, it will open a window named: " Scan Complete"

 

      55. Look in the window, it will show you the number of Syware objects found (recognized)

 

      56. Click on Next

 

      57. It will open up a window named "Scanning resultes"

 

      58. Every item found will have a checkbox to the left

 

      59. Put a checkmark on every item by clicking inside the checkbox

 

      60. Click on Next

 

      61. It will open up a window that says: X number of objects will be removed.Continue?

 

      62. Click on OK.

 

      63. It will quickly go through "Quarantining, deleting....."

 

      64. That is it, you can now close Ad-Aware.

 

The next time you open Ad-Aware (just like your antivirus program it should be updated

and used to scan your computer at least once a week) do this:

 

       1. Double click on Ad-Aware to open it

 

       2. It will open the Ad-Aware SE statues window

 

       3. Click on "Check for updates now" (make sure you are connected to the Internet)

 

       4. A window will open named "performing update"

 

       5. Click on Connect

 

       6. A window will open letting you know that "New definitions are available"

 

       7. Click on OK

 

       8. Another window will open that says "Performing update"

 

       9. You will see the update taking place (this may take a couple of minutes

 

      10. AT some point it will say "Webupdate completed"

 

      11. Click on Finish

 

      12. The Ad-Aware SE status windows will open

 

      13. Click On Start

 

      14. Put a checkmarK where it says: "Perform a full system scan"

 

      15. Click on Next

 

      16. The "performing system scan window will open"

 

      17. Wait until Ad-Aware is finished doing a system scan

 

      18. When it's finished, it will open a window named: " Scan Complete"

 

      19. Look in the window, it will show you the number of Syware objects found (recognized)

 

      20. Click on Next

 

      21. It will open up a window named "Scanning resultes"

 

      22. Every item found will have a checkbox to the left

 

      23. Put a checkmark on every item by clicking inside the checkbox

 

      24. Click on Next

 

      25. It will open up a window that says: X number of objects will be removed.Continue?

 

      26. Click on OK.

 

      27. It will quickly go through "Quarantining, deleting....."

 

      28. That is it, you can now close Ad-Aware.