Email FAQs and Troubleshooting

How do I change the default email client?
How do I know which version of Outlook I am using?
How do I find my email headers?
What is the difference between IMAP and POP?
I received an email that was addressed to another person. Why would I receive someone else's email?
How do I set up my email?
Why can I receive email but not send any?
We have set up an email as a trusted sender; emails still go to a junk e-mail folder in Outlook 2003. What gives?
I'm getting a bunch of bounce backs for emails I never sent. What's going on and how can I stop it?
I received an email stating I need to send my username and password to keep my email account active. Why do I need to do this?
What settings do I need to set up my email?
Why do I keep getting messages saying that I am over quota?

How do I change the default email client?
This can be done through Internet Explorer. Click on the Tools menu, select Internet Options. Select the Programs tab and use the drop down menu for the Email category to select the email client you wish to use as the default. Follow that by clicking Apply and OK.
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How do I know which version of Outlook I am using?
Within Outlook, click on the Help menu and select About Microsoft Office Outlook. You will see the version at the top of the window there. You can also tell by clicking on the Tools menu. If you see Accounts it is Outlook 2000. Outlook 2002 and 2003 will show Email Accounts (there is very little difference between 2002 and 2003). In Outlook 2007, it will show Account Settings.
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How do I find my email headers?
Outlook Express

  1. Right Click on any message
  2. Left click on Properties
  3. Click the Details tab
  4. Click the Message Source button
Outlook 2002-2007
  1. Right click on the email in the Inbox
  2. Select Options or Message Options
  3. The headers are available under the Internet Headers field 
Thunderbird
To read the email headers in the Mozilla Thunderbird email client, simply open the email. On the menu bar, go to View | Headers and select All. The headers are then displayed.

Mac Mail
  1. After you open the Mail app, click the on the Mail drop-down menu and select Preferences
  2. Click on the Viewing icon
  3. Click on the arrow on the Show header detail and select All
  4. You will now see the full headers of each message you view
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What is the difference between IMAP and POP?
IMAP and POP are both protocols for receiving email but they work in different ways. There are advantages and disadvantages to both methods.

POP mail is probably the most common method of receiving email. Someone sends you an email and it is received at your email provider's mail server. It stays there until you open up your email client and download all of the email from that server. Your email is then stored on your own PC inside that email client and is no longer on the server.

When using IMAP, the email still arrives at your email provider's mail server, however, when you open up your email client, rather than download all of the email and taking it off of the server, your email client makes a mirror image of all the email and all the email folders off of the server and places them in your email client. The email stays on the provider's mail server unless it is deleted from the email client or directly from the server.

The advantage of using IMAP is that you can set up the same email on multiple computers, or mobile devices and the email in one will be the same as in another. IMAP also works better with mobile devices. The problem with IMAP is that you have to manage your email much better. Because no email is being removed from the server (unless it is deleted), it is taking up disk space on the server, and if email isn't cleared out, you can quickly fill up your mailbox and find your email bouncing because you are over quota.

POP usually doesn't have this issue because when the email client is opened, it takes all the email off of the server and places it locally on the PC. On the other hand, if you want to access the same email from different PCs, it is not as easy because once one of the email clients grabs the email, the other one won't be able to. It also won't sync outgoing mail or any other mail folders. Mobile devices also don't work particularly well using POP mail. They will often not close a connection to the mailbox properly which will effectively lock you out of accessing your email from another email client.
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I received an email that was addressed to another person. Why would I receive someone else's email?
This is a common spammer tactic. The FROM and TO fields in an email are really cosmetic only. In other words, they can be faked and it won't affect where the email actually goes to. What determines who gets an email is the RCPT TO: command which is given during the SMTP session (basically even though the TO field says one thing, the headers of the email are sending it elsewhere). So it is possible to create an email that says it's FROM santa.claus@northpole.com and TO santa.claus@northpole.com and make it actually go to anyone.
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How do I set up my email?
For help setting up your email client click here
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Why can I receive email but not send any?
The most common cause for this is a setting in your email client. Firstly, to send email, our servers require outgoing authentication. Most internet providers also block port 25 for everything except their own mail servers. However, we also allow mail to be sent out through our servers on port 587. Email clients will use port 25 by default so you will likely have to change that setting.

In Outlook, these settings are under More Settings. Click on the Outgoing Server tab and check the box that says My outgoing server (SMTP) requires authentication and it is set to Use same settings as my incoming mail server. Then click on the Advanced tab and change the Outgoing server (SMTP) to 587.

To see other email client settings click here
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We have set up an email as a trusted sender; emails still go to a junk e-mail folder in Outlook 2003. What gives?
Emails are often filtered on more than one level. Our email filters on our server before it makes it to your mailbox. Anything setup on the account as a Trusted Sender will be allow through to the inbox. However, when you download email into Outlook or something similar, the email may be filtered again. Outlook 2003 (as well as Outlook 2007 and Windows Mail) does have its own mail filters that send anything it detects as spam to a Junk E-mail folder and is not affected by our Trusted Senders list.
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I'm getting a bunch of bounce backs for emails I never sent. What's going on and how can I stop it?
In most cases this is caused by a spammer that has "spoofed" your email address. This means that in the FROM or Reply To fields they have put your email address in there. It's like sending a letter through the mail but putting someone else's address as the FROM address, so if it gets sent back it will get sent to that address.

Unfortunately there is not a lot that can be done about it. There is no way to stop someone faking a return address. You can create message rules in Outlook to delete some of these bounces but other than that, it will stop on its own eventually when they start using someone else's email address.
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I received an email stating I need to send my username and password to keep my email account active. Why do I need to do this?
You don't need to. In fact you definitely shouldn't do that. This is a common technique used by spammers to obtain your email account information. Once they have that information, they log into your mailbox and use it to send out spam or to gain sensitive information. ISOCNET will never ask for your email account information over email. If you are not sure about an email you receive, forward it to support@isoc.net.
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What settings do I need to set up my email?
Hosted Email:
- Incoming Mail Server: mail.yourdomain.com
- Outgoing Mail Server: mail.yourdomain.com
- Username: your full email address
- Password: your email password
- Outgoing Authentication: enabled or use password
- Outgoing Port Number: 587

ISOC.NET Email:
- Incoming Mail Server: mail.isoc.net
- Outgoing Mail Server: mail.isoc.net
- Username: your username or full email address
- Password: your email password
- Outgoing Authentication: enabled or use password
- Outgoing Port Number: 587

For help setting up your email client click here
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Why do I keep getting messages saying that I am over quota?
The simple answer is, your mailbox is full. If you are deleting emails from Outlook or some other email client, that actually doesn't clear the emails off of the server (unless your email is setup to use IMAP instead of POP). To check what emails you have on the server, log into webmail by going to either http://mail.yourdomain.com or http://mail.isoc.net if you have an isoc.net mailbox, and type in your email address and password. You should check all of the folders for emails as all of them count towards your limit (with the exception of the Quarantine Folder in Advanced Mail).

If your email is setup in an email client such as Outlook and you are using POP and not IMAP, but messages are still in webmail, then your email client is set to keep a copy on the server. In Outlook you can find the setting in your account settings under More Settings and then on the Advanced tab. There will be a checkbox that says Leave a copy of messages on the server. Unchecking this box will stop email from staying on the server when Outlook grabs them.
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