If you are having problems with your email then try the following checklist before contacting support:

1: Have you got a connection to the Internet?
Confirm you are connected to the Internet by accessing a web site and then refreshing the page.

2: Have you set up the mailbox via the Admin Page?
Visit the Admin Page to set up mailboxes.

3: Are you using the correct Account Name and Password?
In Outlook Express check Tools>Accounts>Properties>Server>Account Name. This should be the full email address. (For example my.name@mydomain.co.uk). The password should be the password you gave when the mailbox was set up in the Admin Page.

4: Can you connect to the server?
If you have an error message reporting the server is not found or a connection can not be made or a timeout has occurred, please wait 5 - 10 minutes then try again. If the error re-occurs, open up a Command window and type "tracert mail2.zylem.com" without the quotes. This will show the "hops" you have to make before you reach our server and if there are any problems along the way then the tracert output will show this. More information on the tracert command can be found at :

http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/sag_tcpip_pro_tracert.mspx

5: Are your mail client settings correct?
Visit the Admin Page and follow the "Check your email settings" link. Pay particular attention to the part "My server requires authentication". If this is not set correctly you could be repeatedly asked to supply your password.

6: Is your mailbox full?
If you know you are being sent emails but they are not getting through, ask the senders for the error message being returned to them. If the message is "mailbox quota exceeded" then your mail box is full and you need to download your emails. Make sure you are not saving a copy of the email on the server. In Outlook Express, under Tools>Accounts>Properties>Advanced, the checkbox "leave a copy of mail on the server" should be UNCHECKED.

7: Why do I keep getting email returned "Relaying Denied"?
You probably do not have what's known as SMTP Auth applied in your email settings. Access the Admin Page using your Domain Name User ID and Password and follow the "Check your email settings" link. Pay particular notice to the part "My server requires authentication"
When you try to send an email without this flag set you get the "Relaying Denied" message which means you are not authorised to send email. When you retrieve email, you are automatically authorised to send also, but if you do nothing for 10 minutes or more the authority is revoked. If you always retrieved your email first before you did a send then you would not have a problem. Unfortunately the default in Outlook and Outlook Express is to execute the send before the receive function.

8: Why can't I receive an email?
If your mailbox is forwarded, please make sure that the forwarded mailbox exists and is active. Check the spelling of the forwarded mailbox by visting the Admin Page.

9: Why do I keep getting "timeout" messages?
If you use Norton AntiVirus software make sure the "Protect against timeouts" flag under Options>Internet>Email>Advanced is enabled. Norton Antivirus have advised us that if you continue to get this message you should disable the "Scan incoming email" flag under Options>Internet>Email.

10: Why am I still having problems?
Is your PC part of an internal network that may be blocking your email for some reason? Are you sure your Firewall/Anti Spam settings are correct? Can you receive email on another PC? If so then check the settings of each machine.

11: I can receive email but can not send. Why?

See 5 above. If you are happy your settings are correct then read on.

Some ISPs are preventing email being sent through their Internet connections unless it has originated from one of their own servers. If this is the case, you would need to contact your supplier and ask them for the name of their outgoing SMTP mail server to enable you to change your settings. You may have received an error message something like this :

An unknown error has occurred. Account: 'mail2.zylem.com', Server: 'mail2.zylem.com', Protocol: SMTP, Server Response: '421 tmailb1.svr.pol.co.uk: Too many concurrent SMTP connections; please try again later.', Port: 25, Secure(SSL): No, Server Error: 421, Error Number: 0x800CCC67

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If you are still having problems after checking all the points above please copy the following to the Contact Page and answer the questions before sending. Please make sure we can reply to the address you give in the contact page.

1: What is your domain name?

2: Which mailbox(es) are causing problems?

3: What error messages are displayed?

4: When did the error(s) occur (date and time)?

5: What type of Internet connection is being used (ADSL, ISDN, modem, Network)?

6: What is your mail client. (Outlook Express, Eudora, etc.)?

7: Have you run a tracert command (Paste a copy the results below)?

8: Have you a copy of the header information from a failed email? If so, paste a copy of the header below.

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Here are the instructions for setting up your email using Outlook Express (remember you need to set up the mailbox through the Admin Page first):

Please note, it is necessary to already have a dial up account for Internet access.

1. If Outlook Express is already installed, start the program.
2. If you want to create a new identity ( to keep each email address
completely separate), click on File/Identities/Add New Identity. Otherwise skip to step 8.
3. Type your name. Click OK.
4. A box will appear asking if you want to switch to this identity now. Click Yes.
5. Click on Create a new Internet Account.
6. Click Next.
7. Skip to step 9.
8. To create a new account within the same Identity select Tools/Accounts and then click Add/Mail. If you are installing for the first time Outlook Express will begin to prompt for your account details.
9. Enter the display name for your account, e.g. your full name.
10. Click Next.
11. Click in the check box "I already have an email address that I'd like to use"
12. Enter your new email address in full (e.g. andrew@mydomain.co.uk).
13. Click Next.
14. Select POP3 as the incoming mail server type.
15. In the Incoming mail (POP3, IMAP or HTTP) server box type the following: mail2.zylem.com
16. In the Outgoing mail (SMTP) server box type the following: mail2.zylem.com
17. Click Next.
18. Enter the Account Name, which is the full email address (eg andrew@mydomain.co.uk).
19. Enter the Password for the mailbox.
20. Click Next.
21. Click Finish.
22. Click on the new account you have setup and then click Properties.
23. Change the Mail Account name to something more meaningful, e.g. your own name.
24. Click on the Servers tab and make sure that you check the box next to 'My Server Requires Authentication'.
25. Click Apply.
26. Click on the Connection tab.
27. Click in the check box "Always connect to this account using"
28. Select your dial up account.
29. Click Apply.
30. Click OK.

This correctly configures Outlook Express to allow you to send and receive email.

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