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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?
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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