Virtually all E-mail problems are due to misconfigured client machines. (That's your Computer!)  So, before you go any further, try our E-mail sanity checker. If this tool reports your account works, then you know you have a problem with your computer's setup. We use the same tool if you call us, so why not find out sooner.

To Change your password, access http://webmail.dnx.net, Log in with your old password. Under Account, select Password. Supply the old password, and set the new one. It's easy!

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 just got a new machine. Understand your E-mail Account, and walk-through how to setup E-mail. We recommend you look at your old settings, (if possible), and use the same values for your new system.

Don't expect a new computer to be any faster on the internet! That's just sales talk. Actually, an older OS will often work faster than a newer one! Buy a new computer, but don't buy one to make your internet connection faster! That's flawed thinking!

I'm confused with all the terms you use. Help with understanding the parts of my E-mail Address.

If you're a DNX customer, and your sent message bounces, read the bounce message completely. The reason for the bounce is usually at the very bottom. I know it looks like computer garbage. (Please Read it!!!) (An example of a bounce message.) Here are some common causes:

• 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.)

If someone gets a bounce message while trying to send to you, read the bounce message completely. The reason for the bounce is usually at the very bottom. I know it looks like computer garbage. (Please Read it!!!) (An example of a bounce message.) Here are some common causes:

• 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

Your E-mail program complains that the remote server has terminated the connection. That's usually wrong! We rarely fail in a way that would cause such an error.

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.

Congratulations, you've gotten a faster Internet connection! Unfortunately, you're not on a trusted network of ours any longer, so you must reconfigure to Require Authentication on your Outgoing Mail Server.

Are you cancelling your Dialup service? It's best to tell us. We wont magically know and you'll still get a bill that you're obligated to pay, if you don't cancel it. We charge you for the ability to connect, NOT if you actually do or not!

You get a couple of E-mails, but then nothing. It just sits there... Before you call to complain about your newly discovered flaw in our E-mail service, there are some things to consider:

• 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.

If you use the POP3 protocol to get your E-mail, it's much worse. Be patient and Relax! If you just can't wait, use WebMail to view it, (and delete it if necessary). Continue to use WebMail to perform the same steps as in "Your Mailbox is Full" below. If you need to have this item completely downloaded to your PC, then you have little choice but to simply wait it out!

Often occurs if you use IMAP, (WebMail uses IMAP) Unfortunately, some E-mail programs don't report your quota properly until your box is completely full. (Outlook being one of them.) Here's how to correct the problem:

• 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.)

You will probably have to perform these steps several times to successfully reduce the size of the mail in your Mailbox.

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.

WARNING! - We charge your account a penny ($.01) per day, (processed at 1:30am), for over-quota mailboxes. Full mailboxes make our servers work over-time to process the mail, and thus it slows down delivery of everyones mail. (Your full mailbox actually costs us much than this mere token amount! Please be considerate.)

We detest spam! Please don't assume we approve, want it, send it, promote it, or even profit by it somehow!   Please don't forward us exhibits of spam, unless we specifically ask you to.

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 responsibility for your E-mail account!

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

Two reasons are possible:

• 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.

If your problem is concerning a virus, here's some advice about viruses.

If you get random instances of an error saying: "No route to host", but then a few moments later it works again. Here are the possible causes:

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

To combat abuse our servers limit connections to 20 per half minute from any single IP address. Under normal circumstances, this is quite reasonable. Connection rates beyond this are a sign of misconfiguration or malice. The message means the host is down, and that is precisely what we want to tell those kind folks in Amsterdam who connect several thousand times within a fifteen minute period to try to guess your password by brute force! Which causes the same error to you, but due to absolute depletion of all resources.

If you get an error saying something like:

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! :-(

(That's quite rare! I bet it really is here, but you didn't care to read!)   Please give us some useful information to help you. - Simply saying: "My E-mail doesn't work.", isn't particularly useful. Here's a list of very basic things we find valuable:

• 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 239.179.107.38.in-addr.arpa not found: 3(NXDOMAIN) )


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


• What's your E-mail address?

 

If this page has not resolved your problem, Send us a note