If you forgot your password, understand it's your responsibility to remember your password. We do not lock your account after repeated failures, so you can try what you think the password is. If you have access to how your account is paid, you can try using our E-mail password retriever. If you still have no luck, you'll have to give us a call.

• You simply made a typographical error for the E-mail address. User unknown in local recipient table (in reply to RCPT TO command)


• If you were replying to someone, then their Reply-To address could be wrong.


• If you're getting: Relay Access Denied See below.


• If bounce message doesn't make sense to you, DO NOT! delete it! Give the bounce message to us. (Observe the warning! We'll not respond if you obviously didn't even read it.)

• They simply made a typographical error for your E-mail address.


• Your Reply-To address is wrong.


• Your Mailbox is full. (Over Quota) (You do know you have to empty the trash, right?) See below.


• The message is too large. We allow a maximum of 10MB for any single E-mail. (Most ISPs limit at 5. Therefore, 10 is quite generous.) If you need something from someone larger than 10MB, than you should not be using E-mail to do it! Use FTP, that is what it's for.


• The bounce message says: "Helo command rejected: Invalid name, or Host not found. The remote mail server is not configured properly. If you smugly say: "This can't be! They're a big company!" , you're probably wrong! All that said, your Anti-Spam (UCE) settings are set to reject mis-configured E-mail servers! To Fix it: Change Your UCE Control Type off "Heavy", (i.e. use None or Light) How to change your UCE settings

  Please don't ask us to "Allow Just this One...", and then pressure us to compromise our standards.



• If the bounce message doesn't make sense to you, or the person at the other end, tell them: DO NOT! delete it! Give them this link so they can send the bounce message to us: http://dnx.net/support/email/emailbounce.php

For example:
Your server has unexpectedly terminated the connection. Possible causes for this include server problems, network problems, or a long period of inactivity. Account: 'pop3.dnx.net', Server: 'pop3.dnx.net', Protocol: POP3, Port: 110, Secure(SSL): No, Socket Error: 10053, Error Number: 0x800CCC0F

(Unbelievable arrogance! Presumptuous at best! Virtually always flatly inaccurate and WRONG!)

Here's how it looks with Outlook Express

Unfortunately, Microsoft doesn't do, (or can't do), a very good job at giving accurate error messages for this condition. (Timeouts tend to be the catch-all.) Use our E-mail sanity checker if you believe it's our problem.

• If you connect through an external connection, (or possibly another vendor), your outbound E-mail may be getting filtered. Change your outbound SMTP port to use 587 instead of the standard default port 25. Many ISPs, (including us), are transitioning to use port 587, to reduce spam. (We have shut off port 25 traffic on July 1st, 2005) Other ISPs may unexpectedly switch without prior notice. See: To change your settings to use MSA.


• If you connect via dialup, then it's possible your connection has failed, and Windows has not reported it. (Especially with older versions of Windows.) If you can still browse the Internet, but it's slow, then other transactions are occurring which are impeding your E-mail session. Possible culprits are:
  • You're doing a "Windows Update".
  • You're downloading something large.
  • You have a virus. See Virus Tips.
  • You have a SpyWare problem.


• Firewalling is too restrictive. Be sure ports are open for E-mail service. Windows XP has firewalling capability, as do other third party anti-virus vendors such as Symantec, McAffe, AVG, etc. Often their configuration is contradictory and confusing. Phone support is often difficult. In any event, the following ports are needed to properly use E-mail: (i.e. Firewalling Exceptions)
  • 110 - If you're using POP3.
  • 143 - If you're using IMAP.
  • 25/587 - to send E-mail.

If you use Norton/Symantec this link could be helpful.
• Server Timeout setting is too short. Insure your Server Timeout is set properly.

• Rarely do we fail in a way that would cause such a condition.
• More than likely you're receiving a very large E-mail.
• If you're on a dialup connection, the largest E-mail we allow, will take approximately 90 minutes to download.
• On a faster connection, it can take between 10 to 30 minutes.

• Empty your Trash folder! Delete all mail in your trash folder. There's usually an option to do this all at once.
• Delete old sent items.
• Many IMAP programs have a "Purge deleted Messages" , or "Condense Folders" option. Use it to expunge your deleted messages. (Be sure to check your trash again.)
• Delete items in your Spam Folder. (Spam E-mails are usually quite small anyway, and we purge them automatically after two weeks, but high quantities can add up.)

NOTE - We cannot retrieve mail rejected when your mailbox is over quota. So, it's best to keep your mailbox properly maintained.

NOTE - When your full mailbox is newly cleared, additional pending mail may be waiting for additional room to become free. It's quite common to clear your box only to have more come in again all of a sudden. Try clearing it again the next day.

NOTE - The default size of your mailbox is 30MB. For an extra monthly charge we can increase the size of your mailbox.

If you believe we have sent you spam... You are completely and absolutely WRONG!

Please don't bother to insult us by asking to take you off our list. If you believe we sent spam to you, it's clear you just don't understand the Internet, or how spammers work.

Please don't tell us about some other E-mail account from some other vendor that magically doesn't get any spam. The fact is most all ISPs use the same techniques and solutions. If your DNX E-mail happens to get more Spam than from another vendor, it's more likely that you use the E-mail addresses differently.

Take the Spam Vulnerability Test and learn how to better protect your E-mail address.

• You've configured wrong server names into your E-mail program. Walk-through how to setup E-mail. The following are the valid names: (No spaces and with single periods between.)
  
  • "imap.dnx.net" (for inbound IMAP service)
  • "pop3.dnx.net" (for inbound POP3 service)
  • "smtp.dnx.net" (for outbound service)
  
  
• Your DNS is not working properly. Confirm this by using your browser. If you can't go to other web sites on the internet, and you're sure you're online, then your DNS settings are wrong or broken, and it's not an E-mail problem. For odd instances of this problem, re-booting your machine has been known to help.

• Your computer connects too frequently.
• You're trying to connect from too many computers in your office.

Error transferring message to some folder!

You try to continue, but it keeps asking for your password.

Check these items first:

• Are you Over Quota? If you've exceeded your storage space on our mail servers, you'll need to make room.
• Are you running Netscape, Mozilla/Thunderbird?
• Do you typically get many large E-mail messages, or have had your computer/E-mail client for a very long time?

It's time to introduce you to the concept of "Compactng your folders"!

E-mail programs are not very sophisticated in terms of efficient storage. They extend one single file with each new message, and create holes in that same file as you delete them. This process creates large files containing essentually nothing. When these files exceed the file size limits for your machine, it cannot extend the file any further, and fails in a very unexpected fashion.

Unfortunately, this failure is difficult to compensate for. Your program forgets it needs to logoff, and when you try to continue, it finds you're already logged on, and then dies again in a way that looks like your password is somehow bad.

Naturally, you believe WE have the problem! :-(

• What Operating System are you running? (Windows? Windows What??) You should at least know this much before you contact us. Check this document if you seriously don't even know what OS you're running.


• What program are you using to try to get your mail? (Outlook Express?, Eudora?, Netscape?, WebMail?,... Another "Gotta know" item.)


• Is your trouble sending or receiving mail?


• How do you get to the internet? (Dialup, DSL, cable?) If you can't get to any sites on the Internet, then your problem isn't E-mail! (A lookup on your IP address reports: Host 59.63.103.38.in-addr.arpa not found: 3(NXDOMAIN) )


• Your Customer Id. (It's at the top of your bill.)


• What's your E-mail address?