Frequently Asked Questions...

Before opening a support ticket please review the F.A.Q.s below.


  1. I can send email but not receive messages.
  2. I can not view my Web site in my internet browser.
  3. I am getting a lot of spam how can I reduce this.
  4. Can I have forward to an alternate email account.
  5. Is there a shortcut to configure my email account with Outook, Mail, etc.
  6. How do I configure my email account with Outlook™ or Outlook Express™ ?
  7. How do I prepare to launch my new site?
  8. What needs to happen prior to my launch date?
  9. I need to change the name servers for my domain, how do I find out who my registrar is?

  1. I can send email but not receive messages.

    This usually indicates that your email box is full. If you are using an email client program, like MS Outlook or Mac Mail, you have a couple options.
    • move your email messages out of your inbox and into local folders. Keeping your email organized in this way downloads the message from the server and frees up your mailbox.
    • delete some messages with large attachments to free up your mailbox.

    « top »

  2. I can not view my Web site in my internet browser.

    It may be possible that you have triggered a block in the firewall by failed login using your email account or some other event caused a temporary block. This is controlled by your IP adress. Please open a support ticket, this will send your IP address for support to remove the block. Or, you may visit http://whatismyipaddress.com to find your IP address and email your IP address to: leslie {at} eclipsemarketing {dot} net

    Please check a host monitoring service such as watchmouse.com to view the status of your web site from around the world; enter http://mydomain.com (replace with your actual domain name).

    « top »

  3. I am getting a lot of spam how can I reduce this?

    The mail server used by your hosting account has SpamAssassin™ running. It is best to automatically delete the incoming spam at the server level. Please open a support ticket.

    « top »

  4. Can I have forward to an alternate email account?

    No,
    It is the policy of the hosting company to not forward email addresses such as to your home or alternate email account. This relays incoming junk mail to another server and appears as if your account is the spammer.

    « top »

  5. Is there a shortcut to configure my email account with Outook, Mail, etc.

    You need to have your email address and password, it you have lost this please open a support ticket.

    Webmail login: http://mydomain.com/webmail (use your full email address for the username)*

    The webmail control panel has a script you can download to auto-configure email on your computer:

    1. Login to the webmail server, then click `configure mail client`

      choose configure your email

    2. Click on `auto configure... (your program, e.g. MS Outlook Express)... POP3 / IMAP

      auto configure your email

    • Below are the manual settings:*

      Mail Server Username:
      Incoming Mail Server: mail.mydomain.com
      Outgoing Mail Server: mail.mydomain.com.com (server requires authentication) port 26
      Supported Incoming Mail Protocols: POP3, IMAP
      Supported Outgoing Mail Protocols: SMTP

      Email ports
      - The POP3 port for inbound emails is 110, with SSL use 995
      - The IMAP port for inbound emails is 143, with SSL use 993
      - The SMTP port for outbound emails is 26 (or 25), with SSL use 465 ; (server requires authentication)

      *Replace 'mydomain.com' with your domain name

    • Run the script when you set-up or change email accounts on your PC/Mac.

    • Also, you may consider (or may already use) a local support team for email set-up and management. If so they may request login credentials to access all email account functions using the hosting control panel.

    • RoundCube is a software for using webmail; your email has limited storage on the server. It would be best to use an email client program like MS Outlook on your PC or Mail on Mac for long term use and storage.

    « top »

  6. How do I configure my email account with Outlook™ or Outlook Express™ ?

    Outlook™

    1. Start Outlook™
    2. At the top of the page, click on "Tools" and then "Email Accounts". Under Email click the radio button beside "View or change existing email accounts" and then click "Next". You will see a list of accounts already installed.
    3. Click on your primary email account and click "Change". This will display the properties of this account.
    4. Make note of the Outgoing Mail (SMTP) server name. This should be the server supplied by your Internet service provider (ISP).
    5. Click "Back". This will bring you back to the "Email Accounts" window.
    6. Click on "Add" and then choose "POP3" and click "Next".
    7. Fill in your name and email address. For incoming mail server (POP3) use the address sent to you in your welcome letter. Normally for cPanel users this would be mail.mydomain.com. For Outgoing Mail Server (SMTP) use the Outgoing Mail (SMTP) server name you made note of in step 4 above. Optionally, you may use the same mail server as the incoming mail server.
    8. For "User Name" enter your full email address. In the password section, enter the password you chose when you set-up the email account in your control panel. Click the "Remember Password" box if you do not want to be constantly re-entering your password. Do not click the "Logon using Secure Password Authentication (SPA)' box.
    9. Click on the "More Settings" button. Under the "Outgoing Server" tab click the box beside "My outgoing server (SMTP) requires authentication and the radio button beside "Use same settings as my incoming server". Click "OK"
    10. Click "Next" and then click "Finish"

    Congratulations. Your email account is now set-up. Please be sure to test it by sending yourself some mail.

    • For additional email addresses, repeat the steps above.
    • If you experience any difficulty, please contact us.

    Outlook Express™

    1. Start Outlook Express™
    2. At the top of the page, click on "Tools" and then "Accounts". You will see a list of accounts already installed.
    3. Click on your primary email account under the "Mail" tab and click "Properties". This will display the properties of this account.
    4. Under the "Servers" tab, make note of the Outgoing Mail (SMTP) server name. This should be the server supplied by your Internet service provider (ISP).
    5. Click "Cancel". This will bring you back to the "Internet Accounts" window.
    6. Click on "Add>" and then in the pop-up choose "Mail"
    7. Enter the name you want displayed when people receive mail from you. and press "Next"
    8. Enter the email address you want to use. For example if you installed an email < >, enter that email address. Press "Next"
    9. You should now be on the email server page. For incoming mail use the address sent to you in your welcome letter. Normally for cPanel users this would be mail.mydomain.com or for Secure connections use host.eclipsemarketing.net.
    10. For Outgoing Mail use the Outgoing Mail (SMTP) server name you made note of in step 4 above. Click "Next". Optionally, you may use the same mail server as in step 9 above.
    11. You should now be on the "Internet Mail Logon" window.
    12. For "Account Name" enter your full email address. In the password section, enter the password you chose when you set-up the email account in your control panel. Click the "Remember Password" box if you do not want to be constantly re-entering your password. Do not click the "Logon using Secure Password Authentication (SPA)' box.
    13. Click "Next" and then click "Finish"

    Congratulations. Your email account is now set-up. Please be sure to test it by sending yourself some mail.

    • For additional email addresses, repeat the steps above.
    • If you experience any difficulty, please contact us.

    « top »

  7. How do I prepare to launch my new site?

    First we need to ask a few questions:

    1. Do you use email with your domain?
      • Will you keep your existing email service?
        • Please provide the proper MX record to point the mail services to
      • Will you migrate to the new hosting account on the new server?
        • Please provide a list of email address
        • Are there any forwarding email addresses needed, e.g. > delivers to
    2. Who is responsible to manage the name servers for yourdomain.com? (contact name, phone, email)
    3. Do you use an IT consultant or have an in-house person manage your PCs for email set-up/configuration? (contact name, phone, email)
    4. Set a date to go live, Fridays are usually best. The change to the domain's name servers can take between 24 to 48 hrs to propagate over the internet.
    5. On the launch date be sure to schedule any local technical support if needed.

    « top »

  8. What needs to happen prior to my launch date?

    Launch Checklist:

    1. If using your own mail server provide the address (e.g. mail.yourdomain.com) and IP address

      • same as above if you are keeping your current mail service with a vendor

    2. If you are migrating to, or starting out, with a new hosting account provide a list of email addresses and forwarders

      • Instructions will be emailed to you (and your alternate email address or support tech) for configuring you local PC (MS Outlook) for email
      • When the hosting account and Web site are ready to go live. The next step is to change the name servers for your domain (this begins the process to point your domain name to the new hosting account); Please request the name server URLs if you did not receive the name servers listed in your 'go-live' instructions email.
      • This is done by logging in to the domain control panel at the web site (Registrar) you purchased your domain registration at. If you do not have access to the control panel you will need to contact the Registrar (e.g. GoDaddy.com) and request your account log in credentials.
      • Once your domain propagates to the hosting provider's name servers, your Web site will be live and can be found at www.yourdomain.com (use your actual domain name)

    3. If you manage your own DNS and want to point the http services to the web server you will need to add an 'A' record for yourdomain.com. to point to the IP address of the hosting server, please ask for the IP address of the hosting server.

    « top »

  9. I need to change the name servers for my domain, how do I find out who my registrar is?

    Your domain information can be found by doing a WHOIS search (visit: http://www.domaintools.com/yourdomain.com, use your actual domain name)

    « top »