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Trouble Shooting

If you are having difficult and looking for some solutions this is the place to start.

1. Webmasters

1.1. Resources

  1. The Web Design Group was founded to promote the creation of non-browser specific, non-resolution specific, creative and informative sites that are accessible to all users worldwide. To this end, the WDG offers material on a wide range of HTML related topics. We hope that with this site as a reference, you will be able to create Web sites that can be used by every person on the Internet, regardless of browser, platform, or settings.
  2. Hex Colour Charts (for major/minor colours) http://www.2createawebsite.com/build/hex-colors.html
  3.  

 

2. Email Administration

2.1. Email System Status

2.2. Webmail Crashing / Errors

If you are having errors with the webmail interface, the vast majority can be resolved quickly with the following steps:

  1. Delete temporary internet files (cache) and cookies
    (You'll find instructions in the related pages section below)
  2. Restart your computer


Failing those steps, please let me know the following:

-which url are you logging in at?
-which web browser and version?
-do you have any browser plugins or addons (google toolbar, etc.)?
-which operating system and version?
-do you notice any error messages or other behaviour when you try to login?

Note: Internet Explorer 6 is famous for becoming very buggy.  As an alternative solution to all this technical troubleshooting, may we suggest just downloading www.firefox.com it is free and far superior to the current Microsoft products.  It even includes a built-in spell checking component.  This will not remove any software on your computer, just give you a much more stable alternative.

2.3. People Can't Email Me - Bounce Backs (Rejected by Server)

Why can't your friends email you?

If your friends are telling you that they can not email you then these are the possible problems:

  1. Your Mailbox is Full - if your mailbox becomes full then you will be unable to receive new email messages, log into https://webmail.townlife.com and ensure you still have space.
  2. Sender is thought to be a Spamer - if the sender is using an internet service provider that regularly spams people on the internet then that server become black listed.  Regardless if the sender is a lawyer or a friend, the only solution is that they contact their provider and have this remedied on their side (since their provider is blacklisted).

How to stop emails/friends from being blocking?

Sender Receives: "Rejected by Server"
  1. Notify Them: Let the sender know the provider they are using may be using an email server that is blacklisted, then can check by visiting http://www.mxtoolbox.com/blacklists.aspx
  2. Add them to your individual Safe/White List: You can always add the domain or their email address to your white list/safelist and this will let them through to your mailbox.  Log into webmail.townlife.com and click settings (see image below).

What level of service is provided with your email provider (TownLife)?

The email provider used for all TownLife email accounts processed over 2 billion messages in June 2009 alone and blocks over 30 million spam message every day.

TownLife Email is a carrier grade email hosting service focused on high standards of abuse prevention, detection, and response.  We use multiple third-party blacklists to block spam at our network edge. If you are having mail delivery issues with rejection notices please visit a service like MX Toolbox for more details.

Special Note:

  • As of September 15th, 2009 it should be noted that one of the largest email providers in Western Canada is currently blacklisted, so anyone trying to send email from the TELUS service 199.185.220.240 will be blocked.  They have been contacted about this and it is up to TELUS to have themselves removed from these blacklists.
  • More information is available by visiting MX Toolbox

 

 

2.4. Blocking Spammers

Problem Description:

Blocking spammers. 

Requirements:

If you have a custom branded SSL webmail portal then you can manage this yourself:

  • go to emailadmin.townlife.com – login
  • click filtering on the left
  • blacklist
  • edit spam for ENTIRE DOMAIN
  • add the Originating IP from the Message Header
  • click the add button
  • click the save button

If your email is managed by TownLife, simply send a support ticket.  You must include the MESSAGE HEADER of the spam.

How to find your Message Header in Microsoft Outlook?

View All Message Headers in Outlook

To have Outlook 2007 show you a message's all header lines:

  • Open the email in a new window by double-clicking it.
  • Click the expansion button in the lower right corner of the Options toolbar box.
    • The box by default holds the Follow Up and Mark as Unread buttons.
  • Find the headers under Internet headers:.

View All Message Headers in Outlook 2000, 2002 and 2003

To display all of a message's headers lines in Outlook 2000 to Outlook 2003:

  • Open the message in a new window in Outlook.
  • Select View | Options... from the message's menu.

All header lines appear under Internet Headers at the bottom of the dialog that comes up.

 

 

2.5. Error 500

Receiving Error 500 in your browser?

Here is some more information to try in response and to help troubleshoot this problem:


The 500 error is generic and very non-descriptive and typically means:

Syntax error, command unrecognized

There are a couple of things here we can try:

1) Have users make sure that compatibility mode is enabled for IE
2) Have the users try our Beta login and see if that helps things https://webmail.townlife.com/beta
3) Have users try to replicate the problem in another browser like FireFox

Lastly you could have the clients run these command prompt diagnostics and send us the results to
review:

ping imap.emailsrvr.com -l 1400 -n 100
tracert imap.emailsrvr.com

 

Let us know your results via support@townlife.com!

2.6. Sending Bullk (250+) Emails

Can I send mass emails from my email client?

No.

The email hosting we provide follow strict SPAM controls - which is what ultimately protects email accounts (including yours) from being spammed.† For more detailed information, please review the Email Terms of Use which all clients are bound to (specifically the section entitled bulk email).

How Can I send mass emails?

If you wish to send bulk email we recommend that you use the module included in TownLife and send messages out to your subscribers via the "email newsletter" tool or a comparable mass email tool.

What are the Rules for Sending Email Newsletters?

Regardless of which tool you decide to use, you must follow the CAN-SPAM Act which details such things as how to add subscribers and what type of content is acceptable.

2.7. Mailbox Full

Are you receiving error messages that your email / mailbox is full?

If† you log into http://webmail.townlife.com you can really see where your storage is being used.

  • The bottom left shows mailbox usage
  • Click the YELLOW GEAR for a listing of all your folders, and their sizes.

Mailbox Full: Solutions

Now that we know what space is used, you have a couple options:

1) REMOVE EMAILS by purging or deleting folders that you no longer require (Usually the Trash/Spam/Sent folders are the easiest to empty without impacting your work.)

Note: If you would like we can automatically remove emails from your folders automatically after x days, for example you may save space by removing emails in your Trash and Sent after 90 days. This would help free space (it takes about a day for the first rule to run, and continue to manage your space into the future).

2) ADD MORE SPACE to your mailbox, space is only $1/GB/month, simply let our helpdesk know you would like to be upgraded.

3. Page Editor

3.1. Table Widths

Problem Description:

The tables you have copied and pasted into the editor seem too wide and the information is not fitting within the page.

Solution:

The table you have pasted is using pixels to set the width, and all tables must utilize percentage to define their size.  

What is going on?  The tables of your information can be either a percentage with or pixels.  Currently your table is set to be pixels.. and is wider then the 550pixels available.  Simply convert the table back into percentage (100% is recommended).

How to Resolve?

In the editor right click on the table and go to TABLE PROPERTIES and modify this to 100%.

HTML Webmasters: Go to the HTML button and ensure width settings for the rows are also not in pixels.

 

For example:

<table width="100%" cellspacing="0" cellpadding="0" border="1">
    <tbody>
       <tr>
           <td width="223" valign="top">
           
<div><b>Includes:</b></div>
           </td>
            <td width="372" valign="top">
            <div><b>Amount:</b></div>
            </td>
        </tr>

 

needs to be

<table width="100%" cellspacing="0" cellpadding="0" border="1">
    <tbody>
        <tr>
            <td valign="top">
            <div><b>Includes:</b></div>
            </td>
            <td valign="top">
            <div><b>Amount:</b></div>
            </td>
        </tr> 

or changed to a percentage, so they aren't hardcoded to be x pixels wide but rather a % width.

The ability to convert from pixel width to percentage should be done in your original program, even Microsoft Word can do this.  Just right click on the table and change the width to percentages instead of pixels.


 

4. Browser Issues

4.1. Clearing the Cache

On a single page the easiest is to hold SHIFT + click the refresh icon on your brower!

More Options

The browser cache can cause many peculiar problems.† Some of them include

  1. saving the webpage and not seeing your results
  2. loading a webpage and seeing the old version
  3. trying to modify a webpage and having unpredictable result

Internet Explorer 6

Click on TOOLS -> INTERNET OPTIONS†

  1. Delete you Cookies
  2. Delete your Files
  3. Then click SETTINGS†

Change the Cache to refresh "Every visit to the page" and click OK all the way out.

Internet Explorer 7 - Clearing Cache†

Click on TOOLS -> INTERNET OPTIONS†

On the GENERAL tab in browsing history, click DELETE then change your SETTINGS.†

Ensure your Cache is set to refresh "every time I visit the webpage".†

FireFox - Clearing Cache

Go to TOOLS -> PREFERENCES

Advanced -> Network tab

Click CLEAR NOW for your CACHED WEB CONTENT


How do I delete Temporary Internet Files?

    • Click the Tools menu.
    • Click Download Manager.
    • Highlight the hotComm installation program and click Remove from list.
    • Close the Download Manager window.

  • Windows Control Panel - delete Temporary Internet Files:

    1. Click the Windows Start menu.
    2. Select Control Panel.
    3. Select Internet Options.
    4. Select the General tab.
    5. In the Temporary Internet Files section, click the Delete Files button.
    6. Do not check the clear Offline Content box. Click Ok.
    7. Close the Control Panel windows.


  • Internet Explorer - delete Temporary Internet Files:

    1. Open Internet Explorer.
    2. Select the Tools menu.
    3. Select Internet Options.
    4. Select the General tab.
    5. In the Temporary Internet Files section, click the Delete Files button.
    6. Do not check the clear Offline Content box. Click Ok.
    7. Click Ok to close the Tools window.


  • FireFox (Mozilla) - clear browser cache

    1. Open FireFox (Mozilla).
    2. Click the Tools menu.
    3. Click Options.
    4. Click Privacy.
    5. Click the Clear button for Cache.


  • AOL - clear browser cache:

    AOL 9.0
    1. Click Settings.
    2. Select the Index tab, and click Internet [Web] Options.
    3. Under Browsing History, where it says to Delete temporary files, cookies, saved passwords, and web form information, click Delete.
    4. Wait while the files are deleted, then click OK.


    AOL 7.0
    1. In Keyword, enter: PREFERENCES. Or, on the Settings menu on the AOL toolbar, click Preferences.
    2. In the Organization section of the Preferences window, click Internet Properties (WWW).
    3. In the Temporary Internet Files section, click Delete Files.
    4. Click OK.


  • Netscape - clear browser cache

    1. Open Netscape.
    2. Click the Edit menu.
    3. Click Preferences.
    4. Click Advanced. It expands to show a list of options.
    5. Click Cache.
    6. Click Clear Memory Cache.
    7. Click Clear Disk Cache.
    8. Click OK.

Netscape Download Manager - remove installation file



Mobile Phones

1. New contacts created on iPhone do not sync with Outlook/Exchange

Many customers expect their mobile device to automatically sync with their email, this needs to manually enabled.

Step 1) Enable either ACTIVESYNC or Blackberry Enterprise Service (BES) for your specific email account (contact tech support to make this happen).

Step 2) Setup your phone to connect to the server using this mobile sync service following one of the related pages below.

This may seem like a technical process, but it only needs to be done once so please contact our support department and we can walk you through these steps.

Copyright © - TownLife by Econolution Inc.