LibraryLine.com Services
Questions and Answers
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General Questions
•   What is LLWebWare?
•   Do I have to install anything on my computer(s) to run these services?
•   How do I sign up for your services?
•   What browser should I use?
•   I forgot my username and/or password. What should I do?
•   Are there times or days when I won't be able to log in?
•   Do you sell information to other companies?
•   Do you have advertising on your site?
•   How can I contact you if I have a problem?
•   How can I try your services?
•   I just registered and I think I am signed up, but I don't have a password or user name.
•   If my subscription has expired and I decide later to purchase the service, will all the data I entered be lost?
•   Once I have LLWebWare services, how do I set up my library?
•   I have a lot of users to enter. Is there a fast way to do this?
•   Do you have a version of your services that we can install on our own system instead of using the web?
•   I am applying for E-Rate approval for your services. What is your SPIN number?
•   Do you have paper manuals I can distribute to my staff?
•   Approximately how often are major software updates offered for purchase?
•   What type of tech support is offered for your products? Does it require an extra fee? Is there an annual maintenance fee? What is the projected annual cost increase for maintenance?
•   What are the hours for tech support?
•   How many simultaneous users do your services support?
•   Can I find out what other libraries are using your products?
•   What browsers are compatible with your services?
•   Can I put a link to your site on my homepage so I can just click on it to login?
•   How does TrakMail's weighted phrase fitering work?
SPAMTrakker Questions
•   I would like to have the ability to sort incoming e-mails with a SPAM score lower than my threshold. How can I sort these messages into folders?
Pricing & Purchasing Questions
•   How much do your services cost?
•   How do I purchase a subscription?
•   I want to purchase an additional service. I see that your pricing is based upon how many computers my library has. I was not planning to give all of our patrons and/or staff accounts. Do I get a discount?
TroubleTrakkerPRO Questions
•   What is TroubleTrakkerPRO?
•   How can I get help using LLTroubleTrakker?
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•   I keep getting reminders for overdue tickets. How can I make them stop?
•   Is there a way to see all my user accounts and which groups the users are in?
•   The bars on the activity reports aren't showing up when I print them. Why is this?
WorkTrakkerPRO Questions
•   What is LLWorkTrakker?
•   How can I get help using LLWorkTrakker?
•   I keep getting e-mail reminders of overdue tickets. How can I stop them from being e-mailed to me?
WebMailPRO Questions
•   What is WebMailPRO?
•   What are some advantages WebMailPRO has over traditional e-mail systems?
•   Can I get to my e-mail from home or somewhere else besides my library?
•   Does WebMailPRO support POP3?
•   How do I use POP3 access with WebMailPRO?
•   Our staff is receiving a great deal of SPAM e-mail messages, what can we do?
•   How do I create a signature?
•   I have sent e-mails to some people and do not receive a reply. How do I know if they are receiving my mail?
•  

I just got a message like this:

JSmith (Jane Smith) has reported a lost/forgotten password. Since this user is a WebMail user, it will be necessary for you to change the password and inform the user of the new password in person.

What does this mean?

•   How do I customize my e-mail signature?
•   Is there a way to be notified when new mail arrives?
•   Does WebMailPRO have Anti-Virus capabilities? Is it possible for me to get a virus?
•   Why are attachments now blocked by default?
•   Can I disable this feature so I can receive executable attachments again?
•   How can I allow certain attachments for some people but not others?
•   I see that I can now use stationery when sending e-mails. How do I get stationery?
•   Is there a way to see all my user accounts and which groups the users are in?
•   What are the To: CC: and BCC fields I see when sending an e-mail?
•   Is there an auto-reply function in WebMailPRO that will automatically send out messages when I am on vacation or unavailable?
•   How do I import my e-mail addresses into WebMailPRo from another system?
•   Can I retrieve emails that have been deleted from the trashcan?
•   My emails are no longer sorted so that I see the most recent email first! How can I fix this?
WebMailPRO - TroubleShooting Questions
•   Why do I get an expired message when trying to use the audio/visual WebMail notification program?
•   Some of my messages show up garbled and I can't read them, why?
•   Spell check is not correcting my misspelled words, what should I do?
•   Why do I get a red "X" over the K when trying to use the audio/visual WebMail notification program?
•   When I try to send a message, WebMailRPO won't allow me to type anything in the message body, why?
•   I keep getting bounce back error messages regarding messages I know I didn't send, why?
•   When I try to open an attachment and/or stored file, I get the following error "This file could not be found. Try one or more of the following: *Check the spelling of the name of the document. *Try a different file name. (C:\.......\File name)". Why is this happening and how can I fix this?
•   I am trying to add contacts to my address book and "add contact" will not highlight as an option. How can I add a contact?
•   One of my incoming e-mail messages was forwarded to my junkmail folder, however, it was not SPAM. What happened?
•   When I try to run the MailCheck program, I get a runtime error. How can I fix this?
•   When I try to download an attachment in my e-mail account, I get an error message that states "You are not logged into your account". Why is this happening and how can I fix this?
•   I'd like to be able able to use the e-mail links I sometimes find on webpages but I can't seem to get them to work. How can I fix this?
•   Internet Explorer doesn't seem to work very well on my Mac, what can I do?
•   I use Mac OSX with Internet Explorer. The print button doesn't work when I am in print preview. How can I fix this?
•   I seem to be getting more SPAM messages lately with a low SPAM score. Is there anything I can do besides lowering my SPAM score threshold?
•   When I receive jpg files as attachments and I try to download them, I am only allowed to save as a bitmap. Why? Even the right click "save picture as" only allows it to be saved as a bitmap. Why can't jpgs be saved?
•   I keep getting messages in my junkmail folder which are not junkmail. Why is this? and what can I do to change this?
•   When I click on "Compose Message" nothing happens. What can I do to fix this?
•   I am trying to set up POP3 but it doesn't seem to be working what could be wrong?
•   How can I stop e-mail from going to my junkmail folder?
LLAssetTrakker Questions
•   What is LLAssetTrakker?
•   What is involved in setting up and customizing LLAssetTrakker?
•   What are some features of LLAssetTrakker?
•   I already have my inventory data in a database file, can you upload this into my AssetTrakker account?
TrakMail Questions
•   What is TrakMail?
•   What advantages does TrakMail have over other online e-mail services?
•   Is TrakMail CIPA Compliant?
•   How does TrakMail decide what messages are appropriate and which ones are not?
•   How can the TrakMail language filter keep up to date with the ever-increasing vocabulary out there?
•   I use TrakMail and one of our users sent an inappropriate message that wasn’t blocked, what happened?
•   Some of my users try to get around the language filter by using characters in their inappropriate words, how can I stop this
•   Can I use POP3 access in TrakMail?
•   Why can't I delete the trashcan folder?
•   Will our users see any advertising?
•   Is there a way to see all the users and which groups they are in?
LibraryDoor Questions
•   What is SecureLibrary?
•   How does the LibraryDoor filter work?
•   Can I have different levels of filtering for different users?
•   If LibraryDoor blocks a site the user wants to access, how do they go about getting it unblocked?
•   How often does SecureLibrary update? 
•   Can SecureLibrary replace my Proxy Server?
•   Can I filter by IP address or range of addresses?
•   Does LibraryDoor support transparent authentication of Microsoft Windows domain accounts?
•   Can a trusted user be allowed to bypass the LibraryDoor filter temporarily?
•   How do I back up LibraryDoor?
•   How long has LibraryLine provided Internet filtering?
•   If a user requests a site to be unblocked, what is the turnaround time for acting upon the request? Are requests reviewed or acted upon automatically?
•   Does LibraryDoor provide a means for warning the users that a site has been blocked? If so, does it disclose the reasoning behind the block? If so, can the library customize the message displayed to the user?
•   Does LibraryDoor support blocking by protocol or activity, e.g. email, chat, games, peer-to-peer transactions, etc?
•   Can the filter be easily disabled by staff without having “administrator privileges”?
•   Is it possible for one user to be disabled without disabling other users within the networked environment?
•   Is remote administration feasible? By library staff or company representative?
•   What logging options are included in LibraryDoor?
•   Which operating systems are compatible with LibraryDoor?
•   Which browsers are compatible with LibraryDoor?
•   Is LibraryLine LibraryDoor e-Rate eligible?
•   Is this an appliance or software that runs on an existing server? 
•   What information do you need from me to set up a SecureLibrary filtering box?
LibraryDoor Technical Answers Questions
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•   Can I track user Internet activity without restricting Internet access?
•   What happens if a user has multiple filter settings assigned to him/her?
Troubleshooting Questions
•   When I try to login I get a message saying I need to have cookies enabled. What do I have to do?
•   I have had a bookmark to get to LLTroubleTrakker for a long time, now it doesn't seem to work anymore.
•   Why do I have a scroll bar at the bottom of my screen? Can I get rid of this?
•   Our library is listed twice on your site, it's confusing, how do we get rid of it?
•   Different pages within my account are taking a long time to load, what can I do?
•   When I first logged into your service, I checked the box "remember my password". For security reasons I would now prefer that your system does not remember my password but even though I have unchecked the box it still fills in my password.
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•   I have been instructed by technical support to clear my browser's cache. How do I do this?
General Questions and Answers
Q.  What is LLWebWare?
A.  LLWebWare is a suite of Internet applications designed specifically for libraries.
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Q.  Do I have to install anything on my computer(s) to run these services?
A.  No, all our applications run over the Internet. There is nothing to install, upgrade or maintain. All you need is an Internet browser.
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Q.  How do I sign up for your services?
A.  You can sign up for a free 30-day trial of all our services by clicking here.
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Q.  What browser should I use?
A.  Our services will work on any modern browser.
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Q.  I forgot my username and/or password. What should I do?
A.  If you know your username, click here to go to the login page.

Use the password lookup link to have your password e-mailed to you..

If you do not know your username, send us an e-mail at info@libraryline.com from the e-mail address you use for our services. We will then reply to you with your password information.

If you are the administrator of your LLWebWare services and forgot your password, please call us at 877-225-0100.
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Q.  Are there times or days when I won't be able to log in?
A.  Occasionally it is necessary to make changes to our software or perform maintenance duties. We normally perform these tasks during off-peak hours to minimize any inconvenience to our customers. If you try to use our services during such a period, you will see a message indicating that maintenance is being performed and when the site will be available again.

Please note that some part of the Internet is always broken somewhere. LibraryLine has little control over this. If your internet access is not working, you won't be able to use our services.
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Q.  Do you sell information to other companies?
A.  No we do not. For more information on this subject see our Privacy Policy.
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Q.  Do you have advertising on your site?
A.  We have no outside advertisers of any kind. We only promote our own LLWebWare services.
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Q.  How can I contact you if I have a problem?
A.  Call (877) 225-0100 or e-mail us at info@libraryline.com
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Q.  How can I try your services?
A.  You can get a free 30-day trial period of all of our services. Click here to get started.

If the registration form indicates that your school has already signed up, e-mail us at info@libraryline.com and we will be glad to help you.
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Q.  I just registered and I think I am signed up, but I don't have a password or user name.
A.  You should receive an e-mail shortly with your password and username.

If you do not receive this e-mail, call us at (877) 225-0100 or e-mail us at info@libraryline.com and we will be glad to help you.
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Q.  If my subscription has expired and I decide later to purchase the service, will all the data I entered be lost?
A.  No, if you activate a service which has expired all your data will remain intact.
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Q.  Once I have LLWebWare services, how do I set up my library?
A.  In order to set up your library, you must enter each user's information in the forms provided and then assign each person to a group, i.e. administrator, patron, technician, etc. That is the minimum set up needed to get started using the services.
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Q.  I have a lot of users to enter. Is there a fast way to do this?
A.  Yes. Send us a file in either Excel, comma delimited or tab delimited format, with the following information for each user:
  • First Name
  • Last Name
  • Login Name (or a scheme for one, such as first initial, last name)
  • E-mail Address
  • Password (or we can give everyone the same password which can be changed upon log in, or we can generate a random password)
E-mail the above information to data@libraryline.com

Call us at (877) 225-0100 if you have any questions, or to inquire about other file format options.
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Q.  Do you have a version of your services that we can install on our own system instead of using the web?
A.  A traditional software version has been planned but as of now there is no release date for this product.
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Q.  I am applying for E-Rate approval for your services. What is your SPIN number?
A.  Our SPIN number is 143004355. You can e-mail us at info@libraryline.com for a price quotation for your application or call (877) 225-0100.
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Q.  Do you have paper manuals I can distribute to my staff?
A.  We do, however, provide free customer/technical support to all of our customers and would be happy to go over all of our features with you (via phone or e-mail). Users can call as at 877-225-0100 or send an e-mail to info@k12usa.com if they should have any questions. In addition to this Q& A section we also offer online demos of our products. They can be found at //www.libraryline.com/demos.asp There is also a help section located within each application.
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Q.  Approximately how often are major software updates offered for purchase?
A.  LibraryLine Internet applications, and LibraryDoor filtering service are both subscription based services. All upgrades are automatically included for the life of the subscription.
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Q.  What type of tech support is offered for your products? Does it require an extra fee? Is there an annual maintenance fee? What is the projected annual cost increase for maintenance?
A.  There is no additional maintenance fee and we offer free unlimited technical support for the life of your subscription.
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Q.  What are the hours for tech support?
A.  9am - 5pm EST but if you call us after hours or on weekends, there is almost always someone here to help you.
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Q.  How many simultaneous users do your services support?
A.  As many as your internet connection will allow.
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Q.  Can I find out what other libraries are using your products?
A.  A list of our current customers can be found at //www.libraryline.com/clients.asp

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Q.  What browsers are compatible with your services?
A.  Our services were designed for optimal use with Microsoft Internet explorer, but they have been tested with the following browsers:

Netscape 6.2 or higher (PC/Mac) Firefox 0.8 or higher (PC/Mac) Mozilla 1.7 or higher (PC/Mac) Camino 0.8 or higher (Mac) Safari 1.0 or higher (Mac)
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Q.  Can I put a link to your site on my homepage so I can just click on it to login?
A.  You certainly can. Go to //www.libraryline.com/linktous.asp for the html code to create an icon and link on your library's homepage.
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Q.  How does TrakMail's weighted phrase fitering work?
A.  Weighted Word and Phrase Filtering works by looking at all the text that appears in an E-mail, then giving combinations of words and phrases described in the Rules a positive or negative weight value.

  •  Phrases associated with good subjects will have negative values.
  •  phrases associated with bad subjects will have positive values.

The values are added together to give the E-mail a total weight.

If the total weight equals or exceeds the Weight Threshold set for a Group, then the E-mail is flagged for moderation.
 
There are four ways you can match words. Using the word can as an example:

1. Exact Match - This will only match the word can by itself.

2. Contains - This will match can, candy, scandal, or pecan.

3. Begins With - This will match can or candy.

4. Ends With - This will match can or pecan.
 
You can match phrases in the same way. Using the phrase net cam as an example:

1. Exact Match - This will only match the phrase net cam by itself.

2. Contains - This will match net cam, net camera, internet camera, or internet cam.

3. Begins With - This will match net cam or net camera.

4. Ends With - This will match net cam or internet cam.
 
You can also make rules based on the existance of more than one word or phrase in an E-mail.
For instance, you can give an E-mail one weight value if it just contains the word breast,
but give it a different weight value if it contains breast and chicken.
Making these kinds of rules helps eliminate false flagging that may occur for words that have more than one meaning
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SPAMTrakker Questions and Answers
Q.  I would like to have the ability to sort incoming e-mails with a SPAM score lower than my threshold. How can I sort these messages into folders?
A.  If you are using Outlook, go to Tools > Rules or Rules Wizard > Start from a blank rule > Select check messages when they arrive > Next > Then select "With specific words in the message header". > Click on the "Specific Words" link. The type "X-Spam-level: *****" (note the number of stars indicated the SPAM level. In this case, this rule would affect messages with a SPAM score of 5. You can change this setting.) > Click OK, then Next. Now choose what to do with the message and follow the directions and save your settings.
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Pricing & Purchasing Questions and Answers
Q.  How much do your services cost?
A.  You can find a pricing calculator and purchasing information here.
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Q.  How do I purchase a subscription?
A.  When you decide to purchase our services you can obtain pricing and purchase order information by clicking here.

For fastest service, you can fax a copy of your purchase order to us at (732) 359-1522.
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Q.  I want to purchase an additional service. I see that your pricing is based upon how many computers my library has. I was not planning to give all of our patrons and/or staff accounts. Do I get a discount?
A.  No. Currently our pricing is based on the size of a library as determined by number of computers, not the number of accounts.
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TroubleTrakkerPRO Questions and Answers
Q.  What is TroubleTrakkerPRO?
A.  TroubleTrakkerPRO is a web-based solution for reporting, tracking, and solving technology issues.

You can read more about the features of TroubleTrakkerPRO here.
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Q.  How can I get help using LLTroubleTrakker?
A.  Use the help link at the top of any page of LLTroubleTrakker. A window will open with an easy-to-use help system.
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Q.  I keep getting reminders for overdue tickets. How can I make them stop?
A.  There are two possible reasons why reminders are sent. If you are getting notices of overdue "tickets" that have already been solved, then there was probably a problem assigned to you and no work report was filed to close the ticket. To write a work report, go to www.k12usa.com/login and select your state, and organization. Then input your username and password. Select TroubleTrakkerPRO. On the left hand side of the screen click on "Write Work Report". Choose the ticket from the drop down box and fill out the rest of the form. Once this is submitted, the reminders will stop. If you are getting reminder of "Tasks" overdue, then you have probably set up a recurring task that is e-mailed to you periodically. Go to Manage Tasks and remove the occurrences of the task to stop the reminders.
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Q.  Is there a way to see all my user accounts and which groups the users are in?
A.  Yes. Go to Set up Tools > Manage Users > View Users in Groups. This will give you a clickable list of all your users sorted by group.
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Q.  The bars on the activity reports aren't showing up when I print them. Why is this?
A.  This is because of a setting in Internet Explorer. To change the setting: go to Tools> Internet Options> Advanced> under printing, check off the box next to "print background colors".
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WorkTrakkerPRO Questions and Answers
Q.  What is LLWorkTrakker?
A.  LLWorkTrakker is a web-based solution for reporting, tracking, and solving maintenance issues.

You can read more about the features of LLWorkTrakker here.
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Q.  How can I get help using LLWorkTrakker?
A.  Use the help link at the top of any page of LLWorkTrakker. A window will open with an easy-to-use help system.
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Q.  I keep getting e-mail reminders of overdue tickets. How can I stop them from being e-mailed to me?
A.  There are two possible reasons why reminders are sent. If you are getting notices of overdue "tickets" that have already been solved, then there was probably a problem assigned to you and no work report was filed to close the ticket. To write a work report, go to www.k12usa.com/login.asp and select your state, and organization. Then input your username and password. Select WorkTrakkerPRO. On the left hand side of the screen click on "Write Work Report". Choose the ticket from the drop down box and fill out the rest of the form. Once this is submitted, the reminders will stop. If you are getting reminder of "Tasks" overdue, then you have probably set up a recurring task that is e-mailed to you periodically. Go to Manage Tasks and remove the occurrences of the task to stop the reminders.
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WebMailPRO Questions and Answers
Q.  What is WebMailPRO?
A.  WebMailPRO is a web-based e-mail service specifically designed to meet the needs of library staff and administrators.
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Q.  What are some advantages WebMailPRO has over traditional e-mail systems?
A.  LLWebMail is accessed via a web browser, allowing you to send & receive your e-mail from any Internet connected computer.

You can read more about the features of LLWebMail here.
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Q.  Can I get to my e-mail from home or somewhere else besides my library?
A.  Yes, WebMailPRO is web-based so you can get it to from anywhere with a working browser and Internet connection.
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Q.  Does WebMailPRO support POP3?
A.  Yes
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Q.  How do I use POP3 access with WebMailPRO?
A. 

If you are a user using WebMailPRO and would like POP3 access, ask your WebMail administrator to configure your account for POP3. He/she will be able to give you the POP3 server name for your mail.

If you are a WebMailPRO Administrator, and would like to configure POP3 access. Go to Set Up Tools > Manage Users and check the box next to POP3 access. The server name will be provided on the same page.

To see the advantages and disadvantages of using POP3 access versus a web client go to //www.k12usa.com/promo/default.asp?id=4

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Q.  Our staff is receiving a great deal of SPAM e-mail messages, what can we do?
A.  Our LLWebMailPRO offers a site-wide SPAM filter. Go to //www.k12usa.com/promo/default.asp?id=11 for specific intructions on how to use SPAM filtering.
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Q.  How do I create a signature?
A. 
  1. Click "Preferences."
  2. Click "Change Email Settings."
  3. Click the check box "Use Signature File."
  4. Type your Signature File as you would like it to appear at the bottom of all the emails you send.
  5. Click "Save My Mail Configuration."
This feature will automatically insert your signature into all outgoing e-mails.
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Q.  I have sent e-mails to some people and do not receive a reply. How do I know if they are receiving my mail?
A.  If the person you are sending the message to uses LLWebMail or WebMailPRO (even if they are in a different library) you can check the status of the message. To do this go to your sent folder and click on the sent message. Then click on "Status" to see if the message has been read.
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Q. 

I just got a message like this:

JSmith (Jane Smith) has reported a lost/forgotten password. Since this user is a WebMail user, it will be necessary for you to change the password and inform the user of the new password in person.

What does this mean?

A. 

This e-mail is automatically generated when a user utilizes our Password Lookup feature on our login page. A message is sent to you since the user cannot access their e-mail to view their password information. Since the user does not know the password to their e-mail account, they cannot log into their e-mail account to receive an e-mail containing their password information. You will need to give the user their password either in person or over the phone. Do not reply to automatically generated email. Any replies sent to the automated email with the password are not sent to the user's email address.

Please note that anyone can process a password request if they know the user's username, however they will never be able to view the actual password. You should always verify with the user that they actually submitted the password reset request before you reset the user's password.

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Q.  How do I customize my e-mail signature?
A. 

Customizing your e-mail signature is easy with the help of Microsoft Word 2000. Just follow these steps:

Create a new document (select the Web Page option)

Create and customize your signature

Select the section of the document that you want to copy

On the Edit menu, click Copy as HTML

In your WebMailPRO account, go to Personal Settings > My E-mail Settings

Use the ctrl-v command to paste the html code into the signature field

Check off the Use My Signature Option and save your changes.

Note: If you do not see the Copy as HTML command then you will need to download and install the Office HTML Filter: //www.microsoft.com/downloads/details.aspx?FamilyID=209ADBEE-3FBD-482C-83B0-96FB79B74DED&displaylang=en

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Q.  Is there a way to be notified when new mail arrives?
A.  Yes, there is a program that you can download to your computer that will give you sound and visual notification when new messages arrive in your inbox. To install, go the following link and follow the download instructions: //www.libraryline.com/mailcheck.asp
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Q.  Does WebMailPRO have Anti-Virus capabilities? Is it possible for me to get a virus?
A.  Sometimes it is possible to get a virus before an antidote for the virus has been created. Our virus definitions for WebMailRPO are updated hourly, but you should still never assume you are immune from getting a virus. If you are relying on a network or workstation antivirus software, you should make sure it is updated regularly.
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Q.  Why are attachments now blocked by default?
A.  The vast majority of viruses recently, spread themselves by sending an executable program file (or a zip file containing one) to users who then, out of curiosity open them (opening Pandora's Box so to speak) and set in motion the automatic spreading mechanism to send out hundreds or thousands of new email messages. These executable files such as .EXE, .COM, etc. are themselves harmless to a user of our mail system until the user attempts to download them and open them. Before there can be a way to stop a virus, the virus first has to exist and be reported by users who have caught it. So this feature was created to help better protect our customers.
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Q.  Can I disable this feature so I can receive executable attachments again?
A.  If you REALLY want to be able to open those "suspicious" executable program files, then simply go to your global mail settings and disable the new feature.
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Q.  How can I allow certain attachments for some people but not others?
A.  You can specify which attachments are allowed by group. To do this, go to Global Settings> WebMail Global Preferences and click the bottom check box "Allow Downloading of Executable Attachments". Then go to Manage Groups > File Extension Blocking. From there you can specify which groups are allowed which file types. If you want to have a different setting for a specific user, you will have to put that user into their own group (Manage Users> Create a new group) then specify which attachments they can download.
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Q.  I see that I can now use stationery when sending e-mails. How do I get stationery?
A.  There are two ways to obtain new stationery templates. The first way - If you receive a message which has a style that you like, you can click the "Save As Stationery Template" button, then choose to make it a default setting (it will appear every time you compose a message) or leave it in the Template folder to be selected at will. Second - You can take templates from Outlook or OutLook Express. Go to //www.k12usa.com/stationery.asp for instructions on how to do this.
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Q.  Is there a way to see all my user accounts and which groups the users are in?
A.  Yes. Go to Set up Tools > Manage Users > View Users in Groups. This will give you a clickable list of all your users sorted by group.
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Q.  What are the To: CC: and BCC fields I see when sending an e-mail?
A.  There are three fields one can use when sending an e-mail (this is true of almost any e-mail program not just ours). The "To" field is usually who the message is addressed to and is visible to the recipients. The "CC" field (which stands for Carbon Copy) is for recipients that the e-mail is not directly addressed to, but the sender wants to send a copy to (also visible to the recipients). The "BCC" field which stands for Blind Carbon Copy is not visible to the recipients of the e-mail. It is used when you are sending and e-mail to many recipients and do not wish to disclose all the recipient's e-mail addresses to the other recipients.
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Q.  Is there an auto-reply function in WebMailPRO that will automatically send out messages when I am on vacation or unavailable?
A.  Yes. To activate this feature go to Manage Groups > Edit Group Permissions > choose the group you want to activate the feature for and check the box entitled "Use Vacation Messages". Then each user will be able to configure their own vacation messages by going to Personal Settings > My E-Mail Settings. Note: Auto-reply messages are only sent once every 24 hours to an individual address. (so if someone sends five e-mails to a user they will only receive one reply message per 24 hour period). Most recognized mailing lists and digests will not receive auto replies.
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Q.  How do I import my e-mail addresses into WebMailPRo from another system?
A.  The easiest way to do this is to send an e-mail to all the recipients in your current address book (This way you can announce your new e-mail address too) and include yourself among the recipients. When you receive the message, click on "add to personal address book". From there you will have the option to select all of the addresses and add them.
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Q.  Can I retrieve emails that have been deleted from the trashcan?
A.  No you cannot. Emails should never be stored in the trashcan. Emails in the trashcan are automatically deleted when they are 7 days old. For example, if you receive an email today and delete it today, it will remain in the trashcan for 7 days. At the end of the 7th day it will be deleted from the trash can. If you receive an email today and delete that email 10 days from today, it will be deleted from the trash can at the end of the day because the email is older than 7 days.
 
If you click on the Empty Trash link at any time, the entire Trash Can will be deleted immediately as soon as you click the OK button to confirm the permanent deletion. Once an email has been deleted from the Trash Can it cannot be restored.
 
If your organization has email logging enabled, your email administrator may be able to print out a copy of the email message for you. Please see your email administrator for this.
 
You can create folders to store emails in so that you do not have to keep them in your Inbox. To do this, click on All Folders in the left menu. Type a Name for the new folder in the New Folder text box. Then click the Create New Folder button. You will now be able to move email messages to this folder for storage.
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Q.  My emails are no longer sorted so that I see the most recent email first! How can I fix this?
A.  You can sort your email by Sender, Subject, Date, or Email Size. To do this, simply click on the corresponding heading title – From, Subject, Date, or Size. One click will sort the email based on that column in descending order. A second click will sort the email based on that column in ascending order.
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WebMailPRO - TroubleShooting Questions and Answers
Q.  Why do I get an expired message when trying to use the audio/visual WebMail notification program?
A.  This can happen when the network connection is lost when using the MailCheck add on program for the first time. Simply reboot your computer and the MailCheck program will restart.
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Q.  Some of my messages show up garbled and I can't read them, why?
A.  This is caused by faulty HTML code and frequently happens when a message is forwarded or replied to. Unfortunately this is caused by the author of the message and there isn't a way to fix it.
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Q.  Spell check is not correcting my misspelled words, what should I do?
A.  Spell check is not compatible with older versions of Internet Explorer; please upgrade your Internet Explorer to its latest version at //www.microsoft.com/downloads/

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Q.  Why do I get a red "X" over the K when trying to use the audio/visual WebMail notification program?
A.  This means that the last time the WebMail notification program tried to check your email, it was not able to connect to the mail server. The red "X" will go away when the program connects to the mail server again.
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Q.  When I try to send a message, WebMailRPO won't allow me to type anything in the message body, why?
A.  You probably have software installed on your computer which disables pop up windows. Uninstall the software and WebMailPRO will operate correctly.
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Q.  I keep getting bounce back error messages regarding messages I know I didn't send, why?
A.  The origin of these types of messages is usually faked or "spoofed" by another computer sending out a virus, so that it appears to have come from someone who didn't have anything to do with it. Frequently by examining the headers of the message, it is possible to see that it originally came for an IP address that does not match the person who is listed as the sender. The only thing you can do about these messages is delete them.
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Q.  When I try to open an attachment and/or stored file, I get the following error "This file could not be found. Try one or more of the following: *Check the spelling of the name of the document. *Try a different file name. (C:\.......\File name)". Why is this happening and how can I fix this?
A.  You have exceeded your Temporary Internet file storage limit that is set in your Internet Browser. To fix just clear our Temporary Internet Files. In Internet Explorer go to Tools > Internet Options > General > Delete Files.
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Q.  I am trying to add contacts to my address book and "add contact" will not highlight as an option. How can I add a contact?
A.  Make sure that you are adding your contacts to your "Personal" address book by checking the drop down box at the top of your screen. Users cannot edit the Public address book.
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Q.  One of my incoming e-mail messages was forwarded to my junkmail folder, however, it was not SPAM. What happened?
A.  An e-mail message may be considered SPAM due to open relay. An open relay mail server allows anyone from anywhere to send mail through the server, which accounts for a large majority of Unsolicited Commercial Email or SPAM. The sender of the e-mail message can fix this problem by addressing the open security issues on their mail server and e-mailing a retest to: retest@relays.osirusoft.com.
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Q.  When I try to run the MailCheck program, I get a runtime error. How can I fix this?
A.  Make sure you have the "remember me" box checked off under the MailCheck options.
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Q.  When I try to download an attachment in my e-mail account, I get an error message that states "You are not logged into your account". Why is this happening and how can I fix this?
A.  You are using a very old version of Internet Explorer. Download the latest version by going to //www.microsoft.com and clicking on Downloads > Internet.
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Q.  I'd like to be able able to use the e-mail links I sometimes find on webpages but I can't seem to get them to work. How can I fix this?
A. 

In order to use "mail to" links found on many webpages, WebMailPRO has to be your default e-mail program. To do this, go to www.libraryline.com/mailto.asp and download the add on program to make WebMailPRO your default e-mail program.

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Q.  Internet Explorer doesn't seem to work very well on my Mac, what can I do?
A.  For those of you who use OSX, you may want to try Safari when accessing your e-mail. There are a few features that work better in Safari than in Internet Explorer.
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Q.  I use Mac OSX with Internet Explorer. The print button doesn't work when I am in print preview. How can I fix this?
A.  For those of you who use OSX, you may want to try Safari when accessing your e-mail. There are a few features that work a little better in Safari than in Internet Explorer.
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Q.  I seem to be getting more SPAM messages lately with a low SPAM score. Is there anything I can do besides lowering my SPAM score threshold?
A.  This is due to a relatively new type of text-based spamming that is difficult to filter without blocking valid messages.   One option is to click "block this e-mail address" in order to block these messages Click on the message as if you are going to read it, then click "block this e-mail address."  This only blocks one sender, and you will still get messages from other senders with variations of the e-mail address.  (If you block susanne@badnews.com, you'd still get messages from sue@badnews.com.)   To block messages based on what they have in common, if for example, you notice that you are getting messages from senders info@somewhere.com and info2@somewhere.com, etc or you are getting messages from senders secrets@annoyingplace.com and secrets@otherannoyingplace.com, etc--do the following.   Click "Personal Settings" from the left toolbar Click "Rule Wizard" Click "New" Click to put a check mark in the box next to "with specific words in the sender's address" (there are other choices that you are also welcome to use) Click the blue "specific words" in the line you just check marked Type in the word that is common (in the above example, you would create one rule for "somewhere.com" and another rule for "secrets" Click "Next" Click to put a check mark in the box next to "move it to the specified folder" Click the word "specified" then click on the folder where you would like it to go.  (Probably either junkmail or Trash Can or you could create a new folder prior to making a Spam rule.)  Click "OK" Add any exceptions to this rule (if necessary) then click "Next" Specify a name for this rule (Block somewhere.com or block secrets) Make sure "Turn on this rule" is checked, then click "Finish" Click OK Create additional rules if needed.
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Q.  When I receive jpg files as attachments and I try to download them, I am only allowed to save as a bitmap. Why? Even the right click "save picture as" only allows it to be saved as a bitmap. Why can't jpgs be saved?
A.  Instead of right clicking on the actual photo, try right clicking on the link "Download File" (one click earlier) this will allow you to save the photo as a jpg.
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Q.  I keep getting messages in my junkmail folder which are not junkmail. Why is this? and what can I do to change this?
A.  When SPAM filtering is turned on for your organization, each message is evaluated as it is received and given a numeric score. If this score exceeds the threshold set by the organization it is deleted or placed in the junkmail folder for review.

There are a few ways you can change this.

One is for you to lower the SPAM threshold. We advise this only if you entire organization has a lot of people with this problem. Or, if the messages are from one particular domain, the domain can be added under Global SPAM Rules as an exception.

Lastly, an individual user can create a Mail Rule under Personal Settings> Rule Wizard to put messages from a particular sender into the Inbox.
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Q.  When I click on "Compose Message" nothing happens. What can I do to fix this?
A.  Check to see if you have pop up blocking software installed on your computer and uninstall it or set it to allow pop ups from K12USA. Most pop up blockers will recognize that the compose window is not a pop up, but some do not.
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Q.  I am trying to set up POP3 but it doesn't seem to be working what could be wrong?
A.  There are two common problems when setting up POP3. First, make sure that you are using the correct syntax for the username i.e. user/domain.com Second, be sure to send a message to the account after setting up POP3 and then click the "Send/Receive" button in Outlook or Outlook Express. If you still have trouble, call us at (877) 225-0100.
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Q.  How can I stop e-mail from going to my junkmail folder?
A.  You can redirect messages from your junkmail folder to your Inbox by creating personal rules in your account. To do this go to:

Personal Settings > Rule Wizard

Click on the "Advanced" button

Type in a name for your rule

Click on the option: "From Field"

Click on the option: "move it to the specified folder"

Click on the word "specified" > Click on Inbox > Click on OK Type in then sender's e-mail address in the regular expression field Click on Finish

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LLAssetTrakker Questions and Answers
Q.  What is LLAssetTrakker?
A.  LLAssetTrakker is an online web application designed to help you track your library's inventory and assets with ease.
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Q.  What is involved in setting up and customizing LLAssetTrakker?
A.  LLAssetTrakker allows you to enter your inventory items and assign them to groups with categories and subcategories.

Unique properties such as location, serial number, price, and warranty are then entered for each inventoried item, creating an efficient, organized method for maintaining assets.
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Q.  What are some features of LLAssetTrakker?
A.  For more information on LLAssetTrakker features, click here.
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Q.  I already have my inventory data in a database file, can you upload this into my AssetTrakker account?
A.  Yes, we would be happy to upload your data for you. Just e-mail info@k12usa.com an attachment (i.e. Excel Spreadsheet) that contains the following information:.

Category > Subcategory > Item > Building > Room > Asset Tag > Serial Number > Purchase Price > Quantity > Est Replacement Cost > Est Market Value > Any Custom Field Data.

Please note that all fields must be completed, however, you do not have to put data in both the Asset Tag and Serial Number fields (just one will do).
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TrakMail Questions and Answers
Q.  What is TrakMail?
A.  TrakMail is a web-based email service designed to meet the needs of library administrators and staff that want to provide e-mail to employees while retaining control of it's content and use.

You can read more about the features of TrakMail here.
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Q.  What advantages does TrakMail have over other online e-mail services?
A.  One of the biggest advantages is TrakMail content filtering. You can monitor the content that is sent by users so nothing offensive or inappropriate enters or leaves the library.

You can restrict the hours of usage so users aren't sending e-mail during restricted hours.

The ability to send attachments can be monitored or restricted.
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Q.  Is TrakMail CIPA Compliant?
A.  At the time of this writing TrakMail does in fact meet the CIPA (Children's Internet Protection Act) guidelines.
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Q.  How does TrakMail decide what messages are appropriate and which ones are not?
A.  TrakMail has two moderation options.

You can review all incoming and outgoing mail or just mail that is flagged as inappropriate by the content filter.

You can even have different groups of users with different levels of content filtering.
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Q.  How can the TrakMail language filter keep up to date with the ever-increasing vocabulary out there?
A.  While the TrakMail database is quite extensive, the language filter is entirely under your control. You can add, delete, and edit words as you find it necessary.
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Q.  I use TrakMail and one of our users sent an inappropriate message that wasn’t blocked, what happened?
A.  Most likely this happened because the particular words the user wrote were not included in your language filter. To see the list of blocked words go to Language Filter on the left hand menu in your TrakMail application. You can edit this list as necessary. HINT: Sometimes it is desirable to put misspellings and plural forms of inappropriate words in the language filter.
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Q.  Some of my users try to get around the language filter by using characters in their inappropriate words, how can I stop this
A.  You can include words with characters by putting a “/” in front of the character in the language filter. For Example: Someone might type B*Z* to simulate the word “Bozo” (or other more inappropriate word). You could block this by typing B/*Z/* in the language filter. Putting square brackets around the “/” and character will block any character that used not just the specified. For Example: B[/*]Z[/&] will block B&Z* and B*Z* and B@Z@ or any characters used in those spaces.
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Q.  Can I use POP3 access in TrakMail?
A.  No, TrakMail is a filtered e-mail application and users will not have POP3 access.
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Q.  Why can't I delete the trashcan folder?
A.  The trashcan folder is a necessary part of TrakMail's functions and cannot be deleted.
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Q.  Will our users see any advertising?
A.  No. Not now, and not ever. In fact we have no third party advertising at all on our site.
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Q.  Is there a way to see all the users and which groups they are in?
A.  Yes, go to Manage Users > View Users in Groups. This will give you a clickable list of all user accounts sorted by group.
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LibraryDoor Questions and Answers
Q.  What is SecureLibrary?
A. 

SecureLibrary is an Internet Filtering device for Libraries.  Go to //www.libraryline.com/secureapp.asp to read more about SecureLibrary.

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Q.  How does the LibraryDoor filter work?
A. 

LibraryDoor uses several different filtering methods which can be mixed and matched to be customized for your needs.  They are:

  • Categorized lists of banned sites that we update
  • Your own lists of absolutely banned or absolutely allowed sites
  • Group filtering setups that let you filter different groups of users different ways
  • Weighted Phrase Filtering that lets you add your own rules and set your own threshold levels
  • Filtering according to PICS protocols
  • Configurable filtering of common file extensions
  • Configurable filtering of URL content
  • Filtering by IP address, including not allowing any IP addresses at all
  • Filtering of entire domains, parts of web domains, or single web pages
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Q.  Can I have different levels of filtering for different users?
A.  Yes, you can create "groups" of users with different permissions.
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Q.  If LibraryDoor blocks a site the user wants to access, how do they go about getting it unblocked?
A.  When a user attempts to access a site that is blocked, the user will get a form to fill out to request the site be allowed. The user then fills out the form indicating the reason for access to the site. Then the moderator for that user's group receives an e- mail with the unblock request and a link to review the site. The moderator can then choose to unblock the site and send an e-mail to the user letting him/her know the site has been opened, or deny access.
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Q.  How often does SecureLibrary update? 
A.  It will update as often as nightly depending on whether or not there have been changes to the "blocklists" or the software
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Q.  Can SecureLibrary replace my Proxy Server?
A.  SecureLibrary is a proxy server (as well as a firewall) so it can replace your proxy server, (if you want it to). It would be best placed right after your router or cable modem and before the rest of your network. It has two network cables to facilitate this but it can also be connected in other ways if desired. Call us at 877-225-0100 or e-mail info@k12usa.com for details on other set-up options.
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Q.  Can I filter by IP address or range of addresses?
A.  Yes, you can filter by unique IP address or address range.
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Q.  Does LibraryDoor support transparent authentication of Microsoft Windows domain accounts?
A.  Yes, if a user is logged on to a Windows 2000 domain using Internet Explorer they can be filtered by their username and no other login is required. If you are using groups for different levels of filtering, it will ask for a user name and password.
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Q.  Can a trusted user be allowed to bypass the LibraryDoor filter temporarily?
A.  Yes, you can easily change a user to unfiltered status by using our web-based interface. You can use this interface from anywhere with an Internet connection.
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Q.  How do I back up LibraryDoor?
A.  You don't have to! We backup your LibraryDoor appliance each night for you. This way, in case something ever happens to your appliance, we can ship you a duplicate right away. In most cases we can do this overnight.
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Q.  How long has LibraryLine provided Internet filtering?
A.  We have provided Internet filtering since May of 2001
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Q.  If a user requests a site to be unblocked, what is the turnaround time for acting upon the request? Are requests reviewed or acted upon automatically?
A.  You do not have to wait for us to approve a site to be unblocked, it can be done by your staff immediately.
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Q.  Does LibraryDoor provide a means for warning the users that a site has been blocked? If so, does it disclose the reasoning behind the block? If so, can the library customize the message displayed to the user?
A.  Yes. If a site is blocked, a request for unblock form will appear along with the reason the site was blocked. You can customize the message that appears. The user can then request the site be unblocked.
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Q.  Does LibraryDoor support blocking by protocol or activity, e.g. email, chat, games, peer-to-peer transactions, etc?
A.  Yes, all of these can be blocked if desired.
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Q.  Can the filter be easily disabled by staff without having “administrator privileges”?
A.  Yes, you can designate staff with permission to unblock sites and they need not be an administrator. This is done through an easy to use web interface.
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Q.  Is it possible for one user to be disabled without disabling other users within the networked environment?
A.  Yes, if user authentication is used or the IP address of the workstation is known.
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Q.  Is remote administration feasible? By library staff or company representative?
A.  Yes, that’s one of our best features! LibraryDoor has a web-based interface, therefore it can be operated from anywhere with an Internet connection.
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Q.  What logging options are included in LibraryDoor?
A.  Logs can be reviewed by day, by IP address, by website, by user, as well as other factors such as sites that were banned, or sites that were not filtered because they were allowed. There are 16 different ways to search the log files.
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Q.  Which operating systems are compatible with LibraryDoor?
A.  LibraryDoor is compatible with any operating system.
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Q.  Which browsers are compatible with LibraryDoor?
A.  Internet Explorer is preferred but LibraryDoor works with other browsers as well.
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Q.  Is LibraryLine LibraryDoor e-Rate eligible?
A.  Good news! LibraryDoor is now 60% E-Rate eligible, (base cost before options), thanks to its caching server (40% of cost) and firewall (20% of cost). Note: We believe our statements about E-Rate eligibility are accurate based on our reading of the new FCC guidelines. Actual eligibility is not guaranteed and will be determined by the SLC/FCC after applications are submitted.
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Q.  Is this an appliance or software that runs on an existing server? 
A.  SecureLibrary is a hardware/software combination. The hardware part is an Intel manufactured Internet appliance. What that means is a 1U Rackmountable server. It is approximately the size of a pizza box and does not have, nor does it require, a keyboard, mouse or monitor. It is administered with a web browser.
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Q.  What information do you need from me to set up a SecureLibrary filtering box?
A.  In order to configure your box, we will need the following information 1. Inside IP address and subnet mask (for the SecureLibrary Box) 2. Outside IP address and subnet mask (for the SecureLibrary Box) 3. Default Gateway 4. Static routes: 5. Do you need to put any servers behind it? (i.e. webserver) 6. Are you keeping your existing Firewall? 7. Do you plan on using proxy authentication? (if so we can upload your users for you)
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LibraryDoor Technical Answers Questions and Answers
Q. 
A. 
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Q.  Can I track user Internet activity without restricting Internet access?
A.  Yes, you will need to make the user an "exception user" to accomplish this.
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Q.  What happens if a user has multiple filter settings assigned to him/her?
A.  LibraryDoor does not allow multiple filter settings for users. Multiple settings are confusing and redundant. If a custom setting is required, you can make a group for the person and assign settings to the group as desired.
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Troubleshooting Questions and Answers
Q.  When I try to login I get a message saying I need to have cookies enabled. What do I have to do?
A.  That depends on what browser you are using. Find your browser below and follow the step-by-step instructions:
 
Internet Explorer 7
  1. Click Tools menu
  2. Click Internet Options
  3. Click the Privacy tab
  4. Click the Sites button
  5. In the Address of website box, enter our web site address: libraryline.com
  6. Click the Allow button
  7. Click Ok, then Ok again to close the Internet Options box and save your settings
Internet Explorer 6
  1. Click Tools menu
  2. Click Internet Options
  3. Click the Privacy tab
  4. In the Web Sites section at the bottom, click the Edit button
  5. Enter our web site address, libraryline.com, into the Address of Web Site form
  6. Click the Allow button
  7. Click Okay, then Okay to close the control panel and save your settings
Internet Explorer 5
  1. Click Tools menu
  2. Click Internet Options
  3. Click Security tab (top left)
  4. Click Default Level
  5. Click OK
Internet Explorer 4
  1. Click View menu
  2. Click Internet Options
  3. Click Advanced tab (top right)
  4. Click Always accept cookies
  5. Click OK
FireFox in Windows
  1. Click Tools menu
  2. Click Options
  3. Click Privacy
  4. In the Cookies section, click the Exceptions button
  5. In the Address of website box enter our web site address: libraryline.com
  6. Click the Allow button
  7. Click Close
  8. Click OK
FireFox on OS X
  1. Click FireFox menu
  2. Click Preferences
  3. Click Privacy
  4. In the Cookies section, check the box to Accept cookies from sites
  5. Click Exceptions button
  6. In the Address of website box enter our web site address: libraryline.com
  7. Click the Allow button
  8. Close the Exceptions – Cookies box
  9. Close the Preferences box
Safari on OS X
  1. Click Safari menu
  2. Click Preferences
  3. Click Privacy
  4. Click Security
  5. In the Accept Cookies section, make sure it is set to Always or Only from sites you navigate to
  6. Close the Preferences box
Internet Explorer 5.2 on OS X
  1. Click Explorer
  2. Click Preferences
  3. Expand Receiving Files
  4. Click Cookies
  5. Click Accept All
  6. Close the Preferences box
Netscape Navigator 7 or Mozilla
  1. Click Edit menu
  2. Click Preferences
  3. Click Privacy and Security
  4. Click Cookies
  5. Click Enable all cookies
  6. Click OK
Netscape Navigator 4 or 6
  1. Click Edit menu
  2. Click Preferences
  3. Click Advanced
  4. Click Accept all cookies
  5. Click OK
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Q.  I have had a bookmark to get to LLTroubleTrakker for a long time, now it doesn't seem to work anymore.
A.  If you are using //www.libraryline.com/trakker change it to //www.libraryline.com/login
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Q.  Why do I have a scroll bar at the bottom of my screen? Can I get rid of this?
A.  Typically a scroll bar appears when you are using a lower screen resolution. If you use a screen resolution of 800 x 600 or higher, you should not experience this problem.
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Q.  Our library is listed twice on your site, it's confusing, how do we get rid of it?
A.  Usually this means more than one person from your district signed up for LibraryLine services. Call us at (877) 225-0100 or e-mail us at info@libraryline.com and we will fix the problem.
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Q.  Different pages within my account are taking a long time to load, what can I do?
A. 

Your browser may not be configured to use HTTP 1.1 protocol. To verify that Internet Explorer is configured (PC only):

  1. Open the Internet Options property sheet (If using IE 4, this is located under the View menu) (If using IE 5 or higher, this is located under the Tools menu)
  2. Select the Advanced tab
  3. Under HTTP 1.1 settings, verify that both Use HTTP 1.1 and Use HTTP 1.1 through Proxy Connection are selected.
  4. If these items are not selected, then check off and select OK. 5. Close all of your browser windows, and logon again.
     
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Q.  When I first logged into your service, I checked the box "remember my password". For security reasons I would now prefer that your system does not remember my password but even though I have unchecked the box it still fills in my password.
A.  This is a setting in IE that you can change to solve this problem. Go to Tools > Internet Options > Auto Complete Settings. From there you can specify what types of information IE will remember including forms and passwords. There is also a button to clear the current passwords.
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Q. 
A. 
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Q.  I have been instructed by technical support to clear my browser's cache. How do I do this?
A.  If you are using Internet Explorer, go to Tools > Internet Options > On the General tab, under Temporary Internet Files, click the Delete Files button.
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