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Ask Email Guy - 11/01/06

From: Email Guy
Subject:       Ask Email Guy
Date: November 1, 2006 11:55 AM
Permalink   |   Post Comment

What kind of Web Mail problem are you having?

Before posting your question here, check the Frequently Asked Questions
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use the Search feature
to to see if your question has been answered before.

This thread is intended for problem solving, not general support. But If you don't find answers anywhere else, then ask your question here and I'll try to help. Be sure to read the Ground Rules.

Click here to Post or click the Comment link.


    Showing Comments 1-2999 of 2999

Posted by: Gary Phillips   |   November 8, 2006 1:55 PM    |   (1)

Hello there -

Why is it that as soon as the level of emails stored for my account on Earthlink's servers reaches 75% full you start rejecting new email with an error message to the sender of "550 - user over quota"? If I am paying for 100 MB of storage space then why can't I use it all? To date (going on 1 YEAR!), I have spent several dozen hours on the telephone and on "LIVE CHAT" had 3 customer case numbers assigned. I even wrote a note to Mr. Betty - it was returned with a user over quota error message.

I have spent too much time on this problem already; kindly see if there something that you can do.


Posted by: Email Guy   |   November 8, 2006 2:09 PM    |   (2)

Gary - This is an unusual problem I haven't had reports of, and it shouldn't happen. Nothing should bounce until you are at 100% of your quota, and the message that puts it over should be accepted.

I'm going to personally investigate this and get back to you.

Posted by: Gary Phillips   |   November 8, 2006 6:29 PM    |   (3)

I appreciate the response and look forward to a resolution!

Thank you,

Posted by: Email Guy   |   November 9, 2006 3:47 PM    |   (4)

Gary - I'm happy to report that this is now fixed. The issue was that the quota display was giving you incorrect information, when in fact the mailbox was over quota. This occasionally happens from the mailbox index information getting out of whack, so the contents gets added up wrong for the quota display.

The bad news is, you are still over quota, but now the display in Web Mail shows that you are. :-)

Since you obviously use and need the full quota, you'll be glad to know that sometime in the spring we hope to get the quotas increased to 1000MB / 1GB which is 10 times what you have now.

Posted by: phil cerveny   |   November 13, 2006 1:03 PM    |   (5)

my computer will not remember my address , despite my checking box.pleasehelp

Posted by: Email Guy   |   November 13, 2006 1:34 PM    |   (6)

Phil - make sure the URL you are using is http://webmail.earthlink.net and that you have cookies allowed. Go to that URL exactly (it will change after you load it) and enter your login info, and check the box, then click the button. Then log out and see if the info is still there. If it works, just resave the above to be your bookmark or homepage to go to Web Mail.

Posted by: Randall Tenor   |   November 16, 2006 4:40 AM    |   (7)

Once I delete an item from webmail, how do I check what I deleted? I can't find a delete mentioned on the column with trash, suspect mail, etc. Thank you.

Posted by: Email Guy   |   November 16, 2006 7:07 AM    |   (8)

Randall - when you delete a message from any folders except the spam folders, the message goes in the Trash folder. It is kept there for a period of time (14 days default) before being permanently deleted. So you can click on Trash and view the messages, and you can even move them back out of Trash if you change your mind.

Posted by: Rachel Godfrey   |   November 16, 2006 9:30 PM    |   (9)

How can I send more than 3 attachments in one email? I get plenty of emails from other people using a different web mail service and receive literally dozens of attachments (i.e. jpeg photo files) in the same email. Sending photos to family and friends is a big part of why I use email.

Posted by: Email Guy   |   November 16, 2006 9:52 PM    |   (10)

Rachel - Web Mail currently only allows three files to be attached to one message. I hope to extend that feature in the future to allow more. In the meantime, there are a couple things you could do to work around it. You can put as many files as you want into a zip archive as long as you stay under the 10MB message size limit. The zip feature is built in to Windows XP, and you can find instructions in Windows help. When the recipient clicks on the zip file, it will open and allow them to view or save the individual files. It only takes them one extra click vs. individual attachments. The other thing you can do is use the EarthLink Mailbox program (or just about any other email application installed on your computer) at times when you want to send many attachments at the same time.

Posted by: Ted   |   November 17, 2006 8:11 PM    |   (11)

I keep reviewing my spam folder and every so often, a person who I normally receive emails from is listed. Reading into the message it says the domain is blocked. I have not blocked this one and lose the messages. When I look at the blocked adresses, I do not see the address that has been blocked. How can I unblock this address. Confused, again.

Posted by: Email Guy   |   November 17, 2006 10:18 PM    |   (12)

Ted - click on spamBlocker / Settings / Blocked Sender List and review what you have there. If the sender's address and domain are not there, then for some reason the message is being flagged as spam. You should then change the spamBlocker setting temporarily and turn off the setting to "Delete Known Spam Immediately" in order to save those messages in a folder for you to review. Then you can determine why this is happening. And more importantly, none will be lost then.

Posted by: Pat Hudy   |   November 20, 2006 8:09 PM    |   (13)

I know I am a novice. All I want to know is how do I find out if my mail recepient has read my e-mail?

Posted by: Email Guy   |   November 20, 2006 8:10 PM    |   (14)

Pat - since this question is asked a lot, I've posted an answer here.

Posted by: ron chimel   |   November 27, 2006 10:48 AM    |   (15)

Why doesn't the homepage for earthlink have a provision for checking to see if any emails have arrived.
Instead the customer has to sign in to "WEB EMAIL" and go through signing in which is a waste of time.
This is my second email re this matter.
R chimel

Posted by: Email Guy   |   November 27, 2006 11:04 AM    |   (16)

Ron - your MyEarthLink page has this exact feature. At www.myearthlink.net you have the option there of enabling the email preview, which shows you when you have new email. Just scroll down a little until you see a panel labled My Email.

Posted by: Bryan Eustace   |   November 29, 2006 1:17 PM    |   (17)

I have 4 of 6 mail boxes set with HIGH spamblocker. Starting this morning, 7:00 am EST. the spamblocker reset to MED. I reset back to HIGH, and within minutes, the setting returned to MED. It seems that if I reset one of the four mailboxes and then reset the remaining three, By the time I have exited and re-entered for all the 4 mailboxes, the first one is back to MED.
What is going on?

We too have noticed how slow it has become to eliminate/report spam, just seems to hang up. Earthlink in general seems to have become painfully slow over the past couple of months. Almost becoming unusable. Not much point paying for a 1.5 DSL line if the ISP is still on dial up speed. Will have to look for alternative ISP if it doesn't return to normal soon. Or is this snail pace going to be normal f rom now on?


Posted by: Email Guy   |   November 29, 2006 1:33 PM    |   (18)

Bryan - I appreciate your concerns. On your first issue, we are aware of this and it should be fixed very shortly (within an hour or two). That started this morning, and Web Mail is not showing your correct current settings although they are still in effect. On your second issue, I'm happy to report that was fixed this morning. See more info here.

Posted by: Paul Camp   |   November 29, 2006 2:55 PM    |   (19)

I belong to several email lists that have to do with my job. Every time I post something to a list, it is marked by Spamblocker as suspect email. The listserv domain is on my allowed senders list. I am on my allowed senders list. Everybody is on my allowed senders list. Why do you automatically assume that email sent from me to me must be spam? That makes no sense.

Posted by: Email Guy   |   November 29, 2006 3:39 PM    |   (20)

Paul - here's a couple things to try. In the Address Book page of Web Mail, click the button to "Update spamBlocker Addresses" and see if that fixes it. Also check that you have these contacts listed all in lower case, sometimes mixed case will confuse the allow list. If you still have this problem, then let me know and I'll email you directly for you to send me back a copy of the headers from the message not getting through, and we'll figure it out. Sometimes with list servers, there can be multiple addresses in the headers. If you know how to use the View All Headers feature, check the Return-Path header and make sure you have that address allowed.

Posted by: Donald Taylor   |   November 29, 2006 4:28 PM    |   (21)

I want to manage my spamblock but you won't accept my password. You're Blocking e-mails that I want! What do we do?

Posted by: Email Guy   |   November 29, 2006 4:50 PM    |   (22)

Donald - to change your password, click on the My Account link at the top of any EarthLink page. Under the password box on that page, click on the link that says "I forgot my password". You will then be able to verify some account information and reset your password.

Posted by: Mary Bourbonnais   |   November 29, 2006 5:16 PM    |   (23)

I have been trying to transfer a suspect email message to my inbox, and have followed the directions to go to the control panel and disable cookies, but still no message in my inbox. I used to be able to open suspect email messages, but can't do it now. Can you help me?

Posted by: Email Guy   |   November 29, 2006 5:30 PM    |   (24)

Mary - there was a problem earlier today that has since been resolved, that may have caused this trouble for you. In Web Mail you should be able to go to the Suspect Email folder, check any message, and then click on the button at the top to Move and Add Contact. Also you MUST have cookies enabled to use Web Mail at all, if someone told you to disable them, that is going to make things worse and make Web Mail unusable.

Posted by: Gale   |   November 29, 2006 5:41 PM    |   (25)

Can the web mail page be edited to block the display of ads? They seem to take more time loading all the graphics and I don't want them on my web mail page.

Posted by: Email Guy   |   November 29, 2006 5:55 PM    |   (26)

Gale - because others have also asked this question, I've posted an answer here.

Posted by: phyllis campbell   |   November 29, 2006 8:43 PM    |   (27)

Why can't I get into undeliverable mail. This is the second time this has happened in less than a week. I had over 72 messages lined up that I had a hard time reaching

Posted by: JD   |   November 29, 2006 8:46 PM    |   (28)

Is the email server down? I have not been able to retrieve or send emails since 10am this morning.

Posted by: Laura Siering   |   November 30, 2006 1:32 AM    |   (29)

I am unable to check my email. It says I need to submit a passowrd whihc I have never had to do before. When I enter my passowrd, which I am positive is correct, it is denied.

Can you help?

Posted by: Email Guy   |   November 30, 2006 12:41 PM    |   (30)

There seems to be an intermittent authentication error affecting some users and we are actively investigating it now. We apologize for the inconvenience.

Posted by: Paul J. Camp   |   November 30, 2006 12:53 PM    |   (31)

You said:

"Paul - here's a couple things to try. In the Address Book page of Web Mail, click the button to "Update spamBlocker Addresses" and see if that fixes it. Also check that you have these contacts listed all in lower case, sometimes mixed case will confuse the allow list. If you still have this problem, then let me know and I'll email you directly for you to send me back a copy of the headers from the message not getting through, and we'll figure it out. Sometimes with list servers, there can be multiple addresses in the headers. If you know how to use the View All Headers feature, check the Return-Path header and make sure you have that address allowed."

I've updated spamblocker repeatedly with no luck. It blocks anything from anywhere when I am on both the sender and recipient lists. All addresses are properly formatted, there is a return path header but it is also on my allowed sender list, and in fact I have enabled the entire domain from which these emails originate. Tell me where to send you a copy and I will do so. I have been told that this behavior is a design feature of Spamblocker but that is hard to believe.

Posted by: Email Guy   |   November 30, 2006 1:04 PM    |   (32)

Paul - I've emailed you directly for the samples, and we'll get to the bottom of this.

Posted by: brian proctor   |   November 30, 2006 4:16 PM    |   (33)

I am wondering why when efingerdesign@earthlink.net send me a pdf file I do not receive it but when she sends me text or a jpg it comes through fine. I have checked spam filters and mailbox size and thats not the issue. It seem earthlinnk does not deliver pdf to my address period. Any idea why?

Posted by: Email Guy   |   November 30, 2006 5:56 PM    |   (34)

Brian - I really suspect this problem is happening on the other end. We don't have a problem sending or receiving a .pdf file as an email attachment. This works fine in Web Mail and POP mail (outlook etc). I personally receive them (and send them) all the time, and so do many other EarthLink users.

Posted by: manxmom11   |   December 2, 2006 7:12 AM    |   (35)

I do not know how to control my cookies and now when I try to manage my spam mail I get that notice that I have to do something else besides sign in. This shouldn't be necessary anyway, but it is very annoying. I am not computer savvy but just like to do a few things. E mail is important to me. Why do you always have to change your way of doing things. Do you think we are all computer knowledgable that we can just change to anything you decide you would like?

Posted by: David Wilkins   |   December 3, 2006 11:34 AM    |   (36)

I sent an email with an attachment to a friend who's isp and email is through earthlink. My problems started there. I got back an overquota message: Permanent Failure: 550_xxxxxxxxx@earthlink.net...User_account_is_overquota. Ever since this happened I have trouble sending out emails to anyone, with and without attachments. It's very intermittent too making it almost impossible to troubleshoot. I do not understand how earthlink could be affecting a sender's email but this problem started right after I received the above perm. failure email. Any idea of how this might be fixed? Comcast has provided no answers so far and I can't find info on this anywhere else on the 'net.

Thanks for any help you can offer.

Posted by: Email Guy   |   December 3, 2006 2:17 PM    |   (37)

David - you are correct, the two things can't be related. I could try to help with more information, but the issue is with your provider or your software.

Posted by: James Laughlin   |   December 4, 2006 12:19 PM    |   (38)

I have tried and tried etc. trying to get onto web mail. followed directions and gave the proper information, however you would not accept it. How now brown cow?

Posted by: redbird   |   December 5, 2006 8:29 AM    |   (39)

I'm unable to read my email from contacts as they are put in spam mail. How do I move the messages out of the spam mail. I tried highlighting the message, but all I get is an email reply.
Thank you.red

Posted by: perry   |   December 5, 2006 12:19 PM    |   (40)

I sent a query many hours ago, that doesn't seem to appear. does this mean you won't answer it? it's about why mail still stays in the earthlink account when it has been pulled to another account - suddenly leading to me trying to get rid of several years of mail.
thank you

Posted by: Email Guy   |   December 5, 2006 12:46 PM    |   (41)

Perry - there are two ways to delete messages from a mailbox. One is by using Web Mail. The other is if you are using some other software to retrieve your messages from our server, then you must have that software set to not "Leave Messages On Server". This option needs to be off. All email software has a setting like this. If I recall from your feedback email, you are using another Web Mail service to retrieve your EarthLink messages and display them there. You'll have to find the setting in that software to delete messages when it retrieves them, and not leave them on the server.

Posted by: Bob   |   December 5, 2006 3:14 PM    |   (42)

Way back in the original web mail implementation, there was a nice feature. If I read a message on the web interface, and subsequently downloaded it to my POP Mail client (Eudora, in my case), the read messages were marked READ. Since the first Webmail improvements, this behavior disappeared and all messages retrieved from the server are marked UNREAD whether or not they had been read via Webmail. Any chance of a fix?

Aside from this nitpick things are looking better all the time!


Posted by: diane   |   December 5, 2006 8:54 PM    |   (43)

i am trying to set up a new email account with earthlink web mail on my computer dont know how, i am trying to set up his own account

Posted by: Email Guy   |   December 5, 2006 10:42 PM    |   (44)

Diane - if you are trying to add another mailbox to an account, just click My Account at the top of any page. You can create a new profile there (which is another name for an email address). If you are trying to set up a new free email account, do that here. After you do either of those, you'll be able to use that address to log in to and use Web Mail with it. You don't have to set up anything on your computer.

Posted by: Joe   |   December 6, 2006 12:09 AM    |   (45)

Are there plans to allow IMAP style folders. I need to organize my email into folders and I need to check my email from my smartphone as well as using webmail. I really need the same information with either program. Drafts, Sent, Inbox, and any subfolders need to be consistent regardless of which way I am accessing my email.

Thanks for any help.

Posted by: Email Guy   |   December 6, 2006 8:13 AM    |   (46)

Joe - we currently only have IMAP for Web Mail, and don't have plans to change that for now. Even if we had it available it would require you to also have a compatible IMAP client program that will run on your phone. Most phones only support POP email access, which has a single Inbox.

Posted by: Martha Ware   |   December 6, 2006 9:33 AM    |   (47)

Why does email ask if I want to add senders to my address book when I send a message when they are already there and the email address is exactly the same? This has just started recently! Also, when I click on a group to send a message to, the names do not go in to To: line!!

Posted by: Joe   |   December 6, 2006 1:18 PM    |   (48)

Every smartphone runs Windows Mobile and supports IMAP. My newest smartphone runs version 5.0. For quite a while I was just forwarding my mail to a different account that supported IMAP. The problem with the other account is that I only get 20MB of storage and I was running out occasionally. The perfect solution for me would be filtering support based on who sent it and then being able to see all those folders and the results of the filtering from Web Mail or my phone when I'm on the road.

Posted by: Email Guy   |   December 6, 2006 1:21 PM    |   (49)

Joe - I didn't know that, thanks a lot for the information. At any rate, we don't have direct IMAP access allowed at this time, it is only for Web Mail.

Posted by: Kelly   |   December 6, 2006 1:43 PM    |   (50)

Dear EMail guy,

I am a new user to Earthlink and I am wondering why when I sign into webmail, that I have to enter the WHOLE email address, including earthlink.net, instead of just my username and password.

I find it a little annotying. Yahoo doesn't require you to enter your whole address, nor does NetZero.

Any chance this might be changed?

Posted by: Email Guy   |   December 6, 2006 2:52 PM    |   (51)

Kelly - We require the full address to log in because our Web Mail supports many domains. You can just check the box on the login page to Remember Me and you won't have to type it in at all.

Posted by: David   |   December 6, 2006 9:14 PM    |   (52)

SpamBlocker doesn't seem to recognize Listserv domains. All other domains in my Address Book are recognized. I see that Paul Camp wrote about a had a similar problem about a week ago in this blog but I haven't seen the answer.


Posted by: Email Guy   |   December 7, 2006 12:02 AM    |   (53)

David - see this post here. There is a bug in one special case.

Posted by: Richard Hendricks   |   December 7, 2006 1:01 AM    |   (54)

I noticed that when logging into my email account, the address shows that I'm in secure mode (https://webmail.earthlink.net...etc...), however, after logging on, and seeing my list of email messages, the connection reverts back to nonsecure. Why is this, since I only use webmail when
I'm away from home, perhaps read mail that I would personally consider sensitive, and therefore
should be a secure connection (https) especially if it's a WiFi connection? Or, is there some setting
that I'm not aware of that I can change in my profile that would allow me to retain a secure connection
after logging in?

Posted by: Richard Hendricks   |   December 7, 2006 1:13 AM    |   (55)

Email Guy:

After reading a few of the threads, I found what I was looking for, the setting
I was asking about. Please disregard my last post, and delete it. You have
my permission to do so.




Posted by: Email Guy   |   December 7, 2006 1:29 AM    |   (56)

Richard - glad you found it. For other readers' benefit, you are probably referring to this post. It wasn't specifically about the Secure Session option, but does explain it.

Posted by: Larry Gale   |   December 7, 2006 9:31 AM    |   (57)

Yesterday afternoon, my address book suddenly appears to have been corrupted. Out of over 300 entries, only 14 now display an email address, and none appear to have the phone numbers and other information associated. I did an interactive Chat with tech support, who were unable to resolve it. They said they'd escalate to Tier 3. I called again this morning, and got no useful answer back. I'm still waiting to be contacted or receive some followup.

In the meantime, I can't send email to those people whose addresses have mysteriously disappeared from the webmail address book. I never use any sort of email client to access my webmail, only my browser. Has anybody else had this problem with address book database corruption?

Posted by: Email Guy   |   December 7, 2006 1:00 PM    |   (58)

Larry - I've referred this to our Address Book expert for some assistance. We'll have some information for you soon, and a direct reply to your email.

UPDATE: It looks like our address book administrators were able to restore your data to its prior state. I think you'll be getting a personal contact to confirm.

Posted by: Alex   |   December 7, 2006 9:35 PM    |   (59)

i checked the box that saves my email and log-in password by mistake. how do i un-do it?

Posted by: Email Guy   |   December 7, 2006 10:03 PM    |   (60)

Uncheck it, then log in, and the unchecked state will be saved and the information will be deleted. Note that Web Mail doesn't save passwords. If the password is filled in, then your browser is set to do that. In your browser there is a setting to save form entries and passwords, usually in the Privacy settings. Turn that off and clear it.

Posted by: Gene   |   December 8, 2006 10:39 AM    |   (61)


I have an email address on the mail server which is benauto@myacc.net that I'm
trying to update to bentauto@myacc.net. When I add the t and SAVE it remains
benauto@myacc.net. I have tryed several times and it will not add the t.

please advise

thanks, Gene

Posted by: Email Guy   |   December 8, 2006 12:12 PM    |   (62)

Gene - to change your primary email address, you'll have to call Customer Service. You can go to MyAccount and add additional email addresses to your account, if the one you want is available. There isn't any way for you to change your primary email address yourself.

Posted by: b j   |   December 8, 2006 4:55 PM    |   (63)

I have an intermitent problem - when I try to retrieve email I sometimes get a message that the certificate has been revoked ...

Other times it works OK, started in the last week.

Posted by: Dicky   |   December 9, 2006 9:54 AM    |   (64)

Hello, I'm on dial-up, and wondering if this is "normal"?? On the sign-in page, if I don't let the entire page load before typing my password, the password sometimes pastes itself ahead of my e-maill addy in the upper box,,,any comments would be appreciated, thanks and have a great Holiday Season:)

Posted by: Email Guy   |   December 9, 2006 9:59 AM    |   (65)

Dicky - This is a known problem that we are actively working on. It occurs sometimes when a Flash ad banner loads on the login page. I hope to have it fixed soon.

Posted by: Michelin   |   December 9, 2006 10:09 AM    |   (66)

I have not had access to Web Mail Folders(I am set on Spam Bocker - high) since Oct. I have contacted support help liveChat several times - usually hung up on in LiveChat or sent instructions that do not work.

Why should I continue my account with Earthlink if I cannot use this feature and no one with Earthlink will help me? I am profoundly deaf and NEED to be able to use all features to communicate effectively.

Posted by: Email Guy   |   December 9, 2006 10:29 AM    |   (67)

Michelin - I'd like you to do two things which I think will clear this up. Click on spamBlocker / Settings, confirm your setting, and then click the Save Changes button. Then delete the cached files in your browser. I don't know what browser you are using but it will either be called "Clear Cache" or "Delete Temporary Files", to flush the saved page copies in your browser and force updates from the server on the next viewing. Then restart your browser. If this fails, give me some information about the browser you are using.

Posted by: Sam   |   December 10, 2006 10:27 AM    |   (68)

You guys have a very good spamblocker. I have mine set on high. Here's my question. Why don't you offer a PORNBLOCKER. Like many people, I have a website, so I often get email from folks not in my address book, sent to the suspect email. I have to look carefully through my suspect mail before I report it or bring it into my inbox, as I do want to hear from strangers who have visited my site and either want to buy or ask a question. BUT...if all porn went into a 'This is Porn' folder, I certainly would never have to look there and could just delet it now and then or just ignore it. That would put at least %50 less mail into my suspect folder for me to check for questions or sales.
You could add a button in the message part (where you have the button "this is spam") that we could tell you "this is porn". What do you think, guys? Wouldn't this be a blessing?

Posted by: Michelin   |   December 10, 2006 9:26 PM    |   (69)

Thanks for the response - I have done that and did it again to no avail. My browser is Netscape. I have tried to respond to your comments twice now....I hope this goes. Any assistance will be greatly appreciated.

Posted by: Email Guy   |   December 11, 2006 2:38 PM    |   (70)

Michelin - the spamBlocker folders are displaying and working properly in Netscape and other browsers. If you have the spamBlocker on the High setting and you cannot see a Suspect Email folder on the left, then there is some problem specific to your case, and I'm afraid you'll need to contact Customer Support for further assistance with it.

Posted by: Tammy Harper   |   December 11, 2006 2:38 PM    |   (71)

I have 2 family members whose e-mails are always sent to spam blocker. Both of their addresses are in my address book. They are both AOL users. How can I get them to come through to my mail box? Thanks! Tammy

Posted by: Email Guy   |   December 11, 2006 2:49 PM    |   (72)

Tammy - I assume you mean that their messages end up in the Suspect Email folder. Make sure that you have their email address entered in all lower case letters, as that can sometimes cause trouble if you don't. And then click the button on the Address Book page that says "Update SpamBlocker Addresses". Occasionally the allow list will get out of sync with your Address Book, and that button fixes it. If after this then these messages still get caught, then you need to use the View All Headers feature in Web Mail and look at the Return-Path header, to see if the messages they are sending you have some other address on them than the one you are listing already (which is the one in their From header). If the Return-Path is different, you need to put that address in your Address Book.

Posted by: Ed   |   December 11, 2006 9:51 PM    |   (73)

A few weeks ago the Delete button on Web Mail quit working. Also, the Trash icon on Web Mail disappeared. Of course the amount of storage space being used is increasing daily and there is no way that I am able to delete old messages or empty the trash. In addition, the Spam information is no longer displayed, nor is there any Suspect email display. My Spamblocker is set to Medium.

I tried to contact Live Chat, but the system only linked me to an email dialog that didn't work. When I tried to call for Tech Support help, I was connected to the Tech Support area; had to listen to a bunch of repetitive messages, but never had my call picked up. After 50 minutes of waiting on hold, I finally hung up.

How can the Delete and Trash problems be fixed? How can Live Chat be fixed? I've given up on getting any useful help from Earthlink's call center -- they don't answer the phone and when they do it's some guy in India who only understands the script he's reading from.

Posted by: Email Guy   |   December 11, 2006 11:41 PM    |   (74)

Ed - All of this seems to be a problem specific to your browser/computer, and it isn't a widespread problem in Web Mail. Some things I can suggest are that you first delete the temporary files in your browser (Clear Cache) and restart the browser, and see if that fixes it. You should also check for conflicts with any security software you may be running. Try turning it off and see what happens. If that fixes it, then try using the Secure Session option in Web Mail Preferences, as that will hide javascripts from your security software and prevent some conflicts. If you change to that setting and you are also using Internet Explorer, you'll want to see this post too.

I'll email you directly to see if you can provide some specifics and I'll try to help.

Posted by: Roberta Steward   |   December 12, 2006 2:32 PM    |   (75)

I can't add any new folders, only rename old ones, I have tried everything, it use to work?

Roberta Steward

Posted by: Email Guy   |   December 12, 2006 5:31 PM    |   (76)

Roberta - if you don't have a button at the bottom of your Folders page in Web Mail to "Create Folder" it means that you already have the maximum allowed number of folders. I realize this isn't the best way for the application to tell you this, and we plan to make it more informative.

Posted by: Debi   |   December 12, 2006 9:17 PM    |   (77)

My question is on writing a new message. I am on a Mac (10.4) and open my browser with Safari. I love Earthlink but would like to be able to change fonts and colors when writing new mail. I do not have those options available when I click on "Write Message". How do I enable that capability?

Thanx much!

Posted by: Pam   |   December 12, 2006 11:31 PM    |   (78)

I persuaded my friend to switch to Earthlink. Everything went smoothly, except that he can't load the web mail page. He gets an error message, and Earthlink tech support didn't have any ideas. I've suggested he download Firefox in case his IE is the problem.

He doesn't have a problem with other web sites, though -- just Earthlink's web mail page. Any ideas about what might be wrong?

Posted by: Email Guy   |   December 13, 2006 7:47 AM    |   (79)

Debi - Web Mail currently doesn't support that feature on Safari, but it is high on our list to be added soon. You will see it appear in that view in an upcoming release.

Pam - I could help more knowing the error message. Most problems of this sort are caused either by conflicts with security software on the computer, which don't like some of our AJAX features, or by security settings in the browser itself. You can't block cookies or javascript and use Web Mail, they are required on that site. One thing that often will fix conflicts with security software is to use the setting in Preferences / Web Mail Options to turn on Secure Session. This will "hide" the javascripts and AJAX from software that wants to block it. Also see this post for more information when that setting is used.

Posted by: sandra   |   December 13, 2006 8:23 AM    |   (80)

im having a problem with my email...so im hoping this is like customer service or something lol....if not...u have my sincere apologies....okay...here's the problem: i log into my webmail...and open a msg right.....how about wen i return 2 my original pg....itz like, "pg has expired" and i have 2 login AGAIN.....itz done this same thing like 3 times in the past 10 mins....plz help.....thanx

Posted by: RED   |   December 13, 2006 10:01 AM    |   (81)

Email Guy,

A few days ago probably around (Dec 9 or 10th) I wrote to you under ask email guy using (post) on two issues (under the user of RED and the email address above). I even paid a nice complement to you and your colleauges as well on the good work your doing. I'm not upset to not see my post, but I didn't even recieve an email acknowleging reciept or responce to the messages. The posts claimed they were accepted and would be posted pending approvel (fine). It's understood that you could could be busy but since then I have noticed a number of other postings with later dates. I just wanted to know that you recieved the posts and he questions.

Here is what the questions pertained to:

Question#1 - Option of selecting color and graphics (HTML) sometime in the future as default.
Question#2 - Addition or change to login screen to add domain versus spelling out entire email addr.

I'll try once more else once again I feel likes maybe the use of the emails and forums here might be like it's a black hole.


Posted by: Email Guy   |   December 13, 2006 10:40 AM    |   (82)

Red - it was published within hours, those comments are here. It's possible I moved it to the Open Thread from where you had it. You also have another prior comment published here. Thanks for the participation, please keep it up!

PS - to find comments, see the Recent listing on the left side of the main page, or the link at the bottom of those to the last 300 comments, which is sortable to help you find your name.

Posted by: bj   |   December 13, 2006 10:49 AM    |   (83)

I have NOT been able to access Web Mail for over a week. Get a 'certificate revoked' message. I have gone to Outlook Express, which I actually prefer.

Posted by: george   |   December 13, 2006 10:53 AM    |   (84)

Paragraph formatting: can't get rid of double-spaced lines. How can I get rid of them?

I often write an email with a simple word processor and then copy/paste it into the email field. Now that earthlink is using formatted emails, I have run into a problem It can be demonstrated below. I recently sent my sister an email quoting from a biography on P.G. Wodehouse. There was a paragraph describing a satrical poem by Wodehouse, then the poem itself. I typed this information into "WordPad", and then copy/pasted it. The first paragraph pasted just fine. But the poem paragraphs went into the email as double-spaced paragraphs and for the love of me, I COULD NOT get them back to single-spaced. This is not the first instance of single lines jumping into a double-lined arrangement. Here's the example below. It'll be interesting to see if it pastes in correctly here.

"Concealed among the roster of Mr. Mulliner's preoccupations is Wodehouse's profound distate for literary modernism. 'Came the Dawn', the story of Mulliner's nephew Lancelot Mulliner's career as a poet and how he became ensnared by Hollywood, contains a parody of T.S. Eliot, 'Darkling, a threnody', which reflects Wodehouse's loathing of the modern movement:

Black branches,
Like a corpse's withered hands,
Waving against a blacker sky:
Chill winds,
Bitter, like the tang of half-remembered sins;
Bats wheeling mournfully through the air,
And on the ground
And nameless creeping things;
And all around
and Despair,

I am a bat that wheels through the air of Fate;
I am a worm that wriggles in a swamp of Disillusionment;
I am a desairing toad;
I have got dyspepsia."

OK, that pastes in just fine. But when you try to paste it into a formatted email, the first paragraph pastes just fine, and the poem pastes with double-lines and you can't get rid of them.

Any help would be greatly appreciated.


Posted by: Ron Klein   |   December 13, 2006 12:08 PM    |   (85)

Why does webmail not allow you to read a message, then use the browser back button to return to the list of emails and be at the same place you were in the list before you viewed a specific message?

In fact, now, webmail does not allow me to use the browser's (Firefox) back button. It simply ignores it. I either have to use the Webmail "Back to Inbox" button or click "Check Mail". In either case, I am returned to the display showing the newest message at the top of the email list and I have to re-search through the list to find where I was.

It did not used to work this way. I used to be able to return to where I was in the email list by simply using the browser "Back" button.

Can this be fixed? It is a real pain and costs me lots of time.

I have such lousy experience with your tech support that I've not even bothered to ask them about this. It seems they can only handle the most rudimentary questions, and don't even understand the ones I ask.

Posted by: Email Guy   |   December 13, 2006 12:23 PM    |   (86)

Ron - I just tested this with Firefox 2.0 on Windows, and it worked perfectly. I can page through the message list to any page, click a message to view it, then click Back and be exactly where I was before clicking the message. What version and OS are you using? I would suggest you do a Clear Cache in Firefox, then close and restart it, and see if that clears it up.

Posted by: Bruce   |   December 13, 2006 2:06 PM    |   (87)

When I try to access WebMail from my office computer (!), it is often annoyingly and frustratingly s-l-o-o-o-w to load, or even to refresh after it eventually loads. Sometimes I can click my browser's "stop" button and see a partially-loaded page. Of the many different sites I visit from my office computer, only the Earthlink ones do this. Is there something heavily graphics-intensive (or something-else-intensive) that would cause these pages to load so much more slowly than pages from other sites? It's almost as if you're trying to discourage me from checking my personal email while at work!
PS. My earthlink address is the same as the work address I posted in the "Email Address:" block except that it's earthlink.net instead of mycompany.com

Posted by: Email Guy   |   December 13, 2006 7:29 PM    |   (88)

BJ - check the URL that you are using to access Web Mail, are you using "webmail.earthlink.net"? There isn't any problem with the certificate there. If you could give a little more detail I'll try to help.

George - Yes, pasting formatted text from Word sometimes doesn't work well in Web Mail. Web Mail only understands HTML formatting for compose, and that is limited. You can paste in plain text and then format it how you like, and you can change the compose to "Color and Graphics" (rich text/html) and use any formatting you want.

Bruce - try deleting the cache in your browser and restarting it. In Internet Explorer it is under Tools / Internet Options / Delete Temporary Files. Other browsers often call it "Clear Cache".

Posted by: Ron Klein   |   December 13, 2006 9:11 PM    |   (89)

Email Guy -

I was using Firefox 1.06 and clearing cache did not help.

I upgraded to 1.07 and still have the problem.

This used to work properly in the past. I suspect something has changed on your webmail system that "broke it".

Could somebody "fix it" please?

These versions of Firefox are still used by many of us. I have not upgraded to 2.0 because of some security holes. If I wanted that, I would use IE!!!


Posted by: Email Guy   |   December 13, 2006 10:10 PM    |   (90)

Ron - aside from that problem you are having, you should at least be using version 1.5 which you can get here. I've also performed the same test on 1.5, and it works properly. We don't test on 1.0 anymore, which means it really isn't supported. Mozilla/Firefox also doesn't support 1.0 anymore. I think if you at least upgrade to 1.5 you won't have this problem.

Posted by: Michelin   |   December 14, 2006 7:26 AM    |   (91)

Regarding my previous remarks - John Foltz with corporate has come to my rescue - I can't thank him enough. I had been having a problem with Web Mail - JF went a lot of extra miles for me and I greatly appreciate it. It was a problem was with my security provider. Thanks Email Guy and JF! I got my world back. (I'm late deafened adult so communicate by computer/internet is a God sent)


Posted by: Therm   |   December 14, 2006 11:28 AM    |   (92)

When I'm away from home, I naturally use webmail to read email. This could be anywhere (work, public library, etc.). One of my earthlink accounts works great but the other will not show any email received. I checked preferences and everything is OK (no forwarding, blocking, etc.) I have to wait until I get home and use my Thunderbird client to finally see my email. Any ideas?

Posted by: Email Guy   |   December 14, 2006 12:48 PM    |   (93)

Yes, I know exactly what is happening. Your email software at home is set to delete the messages from the server for that account. Web Mail can only see messages left on the server. See this article for more information, and a link at the bottom of it to help you change that setting.

Posted by: Lee M   |   December 14, 2006 12:59 PM    |   (94)

It seems since the newest webmail release, I no longer am able to view the majority of my webmail subject lines. I have to decrease my font size so small I can barely read the screen in order to view just 1/4 of the subject line. Is there anyway I can adjust column widths in webmail view? It is really frustrating not to be able to see the majority of a subject line when on multiple lists. I see as the page loads a scroll bar under each email, but once the page has fully loaded there is no scroll bar (which would be a pain in the behind as well, but better than not being able to read subject lines).

I use Mozilla/Firefox as my browser and thought maybe it was an issue with them, however, the same occurs when I use IE.

Posted by: Email Guy   |   December 14, 2006 1:03 PM    |   (95)

Lee - it sounds like you are running a lower resolution display, like 800x600 or less. I don't know why this would have changed on the last release, and I'll look into it. But you can always see the entire subject line when your mouse pointer is held over the line, as it pops up in full. Same thing for the sender.

Posted by: Fr.Theodore Petrides   |   December 14, 2006 1:15 PM    |   (96)

Dear Email Guy,
We are in the process of changing our internet email service from an earthlink dial-up account to cable. Sorry. Now that the cable is hooked up I am managing the earthlink account through the earthlink web mail page. However, I am not able to access my old files or address book; we were using Thunderbird as the search engine. Is there any way that you know of for me to access these files and this information so that I can notify all those in the address book that we have a new email address?
Thanks for any assistance you are able to provide.
Rev. Theodore

Posted by: Email Guy   |   December 14, 2006 2:02 PM    |   (97)

Yes, that information is still in your Thunderbird software and is stored on your local computer, not on EarthLink. You can access it exactly the same way you always have. You can also still use your email account at EarthLink through that software, the connection provider doesn't matter.

Posted by: Pam   |   December 14, 2006 2:19 PM    |   (98)

I posted earlier about my friend's problem viewing web mail. He has enabled Java & cookies, and I changed his settings to Secure Session. He still gets the same error message ("This page cannot be displayed").

Any further suggestions? He's running Windows XP and IE6. Thanks.

Posted by: Mike   |   December 15, 2006 9:13 AM    |   (99)

I'm new to earthlink web mail. In the past I used ATT webmail. When I opened a fowarded e-mail I could just scroll down thru all the forwarded messages till getting to the original. My complete systen is new including computer,DSL and your service.

Now when I open a forwarded e-mail I get a page from the last sender with no information. I have to click on the "fowarded msg" link to get to the next one, and so on. Please help


Posted by: Email Guy   |   December 15, 2006 9:45 AM    |   (100)

Mike - When you receive a forwarded message, if the original shows up as an attached file that is because the sender forwarded the message as a file rather than as an inline message. Most email software has this option of sending forwards either way, including our Web Mail. Usually email programs default to sending forwards inline (we do) but some people use email software or Web Mail providers that forward messages as attachments by default. That is more inconvenient for you as the recipient, and messages really shouldn't be forwarded that way unless the sender has a reason to do so (such as preserving all the original headers). So this isn't anything you can change, it has to be changed by the sender.

Posted by: Ralph   |   December 15, 2006 4:09 PM    |   (101)

Thanks Email guy. I did have two different settings in my Thunderbird account. It works now.

Posted by: john mullen   |   December 15, 2006 4:46 PM    |   (102)

Why am I being charged $3.95 for Email. I thought Email was free

Posted by: Email Guy   |   December 15, 2006 5:03 PM    |   (103)

John - Great question. We do offer free access to Web Mail, as well as the $3.95 Premium Mail (email-only) account you refer to. You get a number of benefits with that paid account that are not available to free accounts. You get two mailboxes that both include spamBlocker on High, allowing you to block virtually all spam from your Inbox (free accounts don't get this option but they do get our regular spam filtering), you are allowed unlimited sending of outgoing messages (within reason, we watch for abuse and spammers), you get POP access with any software you choose (which isn't completely blocked for all free accounts now but will be soon), and the biggest benefit is probably the reason you have that account now. If you were an access subscriber and cancel your service but want to keep your old email address, it gets converted to a Premium Email account. To change to free, you would have to lose the address you have as it can't be converted.

Posted by: Dennis Sanders   |   December 15, 2006 8:31 PM    |   (104)

When we try to check our e-mails, we select read mail and the computer immediately flashes a message saying "failure to create empty document" and won't let us into our e-mail at all. What does this mean and how do we fix the problem??


Dennis Sanders

Posted by: Email Guy   |   December 15, 2006 8:48 PM    |   (105)

Dennis - I must say, now that is a new one for me. If you can give me your browser name and version, and operating system, it would be helpful. What I can suggest now is try the two standard fixes for this type of thing. Clear the cache in the browser (delete temporary files) and try turning off any security software you are running on that computer to see if there is a conflict. If there is, then try this to prevent the problem.

UPDATE - I had to do a little research. This is an error from your operating system (Windows XP right?), and it seems that this is either a problem with your software installation, or you have a virus.

Posted by: Bruce   |   December 16, 2006 3:09 PM    |   (106)

I wrote you the other day about WebMail loading and refreshing s-l-o-o-o-w-l-y on my Windows 2000 machine at work. I mentioned that the Earthlink sites are the only ones I have this problem with. News sites, my bank, my broker, and many others work just fine. It's just Earthlink-related sites that perform so poorly. (And even THEY perform "normally" about 5-10% of the time.)

You suggested that I delete the cache in my browser (IE6) and restart it. I've done that - with no discernible effect. I then deleted cache again, exited IE, shut down, restarted, and again attempted to check my webmail - and got the same unhappy result.

MSNBC, SunTrust, Scottrade, Yahoo, and many others (not to mention my own employer's) come up practically immediately. But WebMail and myEarthlink and earthlink.net start to load - the progress bar goes to completion and it says "Done" in the lower left corner, and maybe an ad shows up at the top of the screen - and then the screen stays blank for several minutes. I can sometimes get a partial-screen's worth by clicking the "Stop" button (the red X beside the Refresh button). Or I can walk down the hall and chat with a coworker and MAYBE have my webmail screen when I come back.

Any idea what may be causing this? Or what else I might try?

Posted by: Email Guy   |   December 16, 2006 4:02 PM    |   (107)

Bruce - I do apologize for the poor experience you're having, and no I don't know why it's happening. But from your description, I do believe that the problem is something about the connection between that location and EarthLink servers (and the trouble could be anywhere in between), and I'm very confident that this is not a constant problem with our web services. Sure it could happen occasionally on our servers, but if this happens to you all the time, something else is wrong.

We monitor the performance of our services very diligently using remote monitoring agents spread around the United States. These log in to our services multiple times per hour, perform a series of typical user activities, and report the times back to us. These monitoring tools are watched 24/7 make sure we don't have the kind of problem you describe, or at least not very often. To give you an example of how we monitor Web Mail specifically, our automated monitoring agents log in from ten different cities using a browser interface just like an end-user, they load the Inbox list, open a message, delete it, move a message, send a message, change folders, and 5 other tasks, and we get very detailed time and connection information back about the performance of these steps. On a good broadband connection this twelve-step task script for Web Mail typically completes in 12-15 seconds. On dialup this would probably be about double (but I get the impression you have broadband anyway). This tool provides one of our most important metrics in making sure we provide a reliable service that performs well, and it is used on all of the web services you mentioned (and more), not just Web Mail. We care a lot about providing good performance.

In addition to the constant monitoring we do, we also have millions of real users using those services day in and day out. Most of the time they get satisfactory performance, and we rarely hear of the kind of delays you describe unless we are having an occasional known service outage, which is usually repaired very quickly. We also have hundreds of employees who use these services both in the office and at home, every day. And believe me, that is a very critical set of users, and very quick to report trouble (especially me).

I don't know how large your company is or what kind of Internet connection you have, but I would be happy to have someone on our end work with your network administrator to figure out this problem. Again, I'm confident it isn't the web services themselves, there is a connection problem somewhere. I'll send this response directly to your email address so you can contact me directly.

Posted by: Bruce   |   December 17, 2006 12:09 PM    |   (108)

Thanx, Email Guy! I'm pleased and impressed by what you guys do to monitor the responsiveness of webmail. And I have to agree with you that the problem is likely to be within my company's network (come to think of it I don't experience it at my parents' house nor at out-of-town friends) - altho why it seems to pick on Earthlink more than other sites is a mystery. But I'm not inclined to pursue it further with my network people - I can't justify my Earthlink WebMail time as being productive for the company and am therefore reluctant to bring it to their attention. We're a pretty big company with a lot of locations, and from time to time there's a round of layoffs. I'd just as soon stay off the radar. So I think my best course of action is to use WebMail when I can, and when I find our system slowing it down, just ignore my personal email until I get home.

Posted by: Marianne Wisner   |   December 17, 2006 12:09 PM    |   (109)

Please advise how I can permanently change font and color for my Emails...thanks.

Posted by: Email Guy   |   December 17, 2006 12:16 PM    |   (110)

Bruce - Thanks for the response. For everyone's benefit I've posted some more detail about this topic here.

Marianne - At this time Web Mail doesn't allow you to save that setting and you have to set it on each outgoing email. But this is a great suggestion and one I will put on my list.

Posted by: Lisa   |   December 17, 2006 5:58 PM    |   (111)

Dear E-mail Guy,

For the last few days I have been unable to log in to Web Mail. After I click the Sign In Button I get a, "The page cannot be displayed error." I have never had this problem before. Live Chat has been no help. Any ideas as to what the problem might be? I have a DSL connection and use Internet Explorer. Thank you.

Posted by: Chris   |   December 18, 2006 3:01 AM    |   (112)

Is there or will there be a way to view multiple email accounts in web mail? It would be nice to see all my account folders on the left side with one sign-in.

Posted by: Email Guy   |   December 18, 2006 8:19 AM    |   (113)

Lisa - I don't know what is causing this, as we haven't had any outages on Web Mail in the past few days. I'll send you an email with a couple suggestions and we'll see if we can get to the bottom of it.

Chris - Yes, that would be a very nice feature. Account aggregation in Web Mail is something we would like to do, it just hasn't risen high enough on the priorities yet to allow us to get to it. If more users keep requesting it, I'll try to get it done in 2007.

Posted by: Brian   |   December 18, 2006 12:53 PM    |   (114)

Why do attachments--html files, text files, graphics--open up as a Web page instead of being available to download in Earthlink's Webmail? Do I need to Stuff or Zip my files in order to transfer? Should I be using another Earthlink feature instead of email?

Posted by: Email Guy   |   December 18, 2006 3:17 PM    |   (115)

Brian - you can always right-click on any attached file link and select Save As in the menu (provided by your browser, not Web Mail). There is a known bug for text-types only (.html .txt etc) where Web Mail doesn't give you a file to save, and it can only be viewed inline. That will be fixed soon. It does not affect images or any other file types.

Posted by: Barbara Head   |   December 18, 2006 4:35 PM    |   (116)

E-mail Guy,
When I click on my Web Mail on the opening web page, the following address page is layered with two forms of information and the place to enter my address and password are also two layered sections. Why? I do not get the dots for my password even though the address and password allow me access. Why?
Thanks for checking this out.

Posted by: Lisa   |   December 18, 2006 5:32 PM    |   (117)

First of all, thank you for responding to my inquiry. It is now working
properly. I don't know if it was just a coincidence, but here is what

I had tried everything I could think of: clear the cache, defrag, scandisk,
turn off anti-spy ware etc. and LiveChat had tried some other things. None
of them worked. I was sitting here thinking and I realized there was one
thing I had not tried-turning everything off completely, so that is what I
did. Turned off the PC and then the modem. Let them sit for 2 minutes and
them turn them back on.

After I logged in again, everything worked fine. Go figure. It does not
make sense to me that turning it off would fix that kind of a problem, but
who knows. Maybe it was just a coincidence.

I went ahead and tried the three links you provided and they all worked
fine. Again, thank you so much for trying to help. I am sure you get lots
of requests and I really appreciate you taking the time to check into mine.
Keep up the good work. I think what you are doing is important. Happy

[ed. note - original post is here]

Posted by: Scott Lovell   |   December 18, 2006 10:20 PM    |   (118)

The Web Mail Address Book has a problem that I just noticed the weekend of December 2.

The "Mailing List" function in the address book doesn't work anymore. If I add a Mailing List, it becomes a Group. If you put any addresses in the Mailing List, their Group changes to the Mailing List name.

I wonder if anyone noticed that this got broke in the last release? As a heavy user of Mailing Lists, this is very frustrating, and now all my Mailing Lists seem to be ruined, not to mention my Groups.

Anyone else notice this?

Posted by: Jeanine Barone   |   December 19, 2006 10:41 AM    |   (119)

Since Sunday, December 17th, every time I send any kind of attachment (jpeg, pdj, .doc, etc) through Webmail while I'm on my MAC OS X, I notice a strange prefix (null/) is added to my attachment name. I see it is definitely an earthlink webmail problem, because I sent attachments via Webmail with Gmail
and also Webmail with my Dot Mac account, no problem. It's only with Earthlink and only since Sunday. What's going on and what can I do to fix this?

Posted by: barry   |   December 19, 2006 2:23 PM    |   (120)

Jeanine wrote Dec 19, 2006 10:41 AM "every time I send any kind of attachment (jpeg, pdj, .doc, etc) through Webmail while I'm on my MAC OS X, I notice a strange prefix (null/) is added to my attachment name." that's what i experience too, only recently, and why i contacted feedback & tech support, and thus discovered this blog. my guess is that it's a bug in webmail version 5.12 which came online 12/15. in addition to the 'null' appendage, one recipient of an email i sent said he couldn't open my 'null' attachments (2 .jpg, 1 .pdf). i resent them via comcast webmail with no 'null' and no problem being opened. tech support via live chat, after >3.5 hours online, finally said that they'd notify engineering. they also were unaware of version 5.12.

the reply i got to my initial feedback email was: "We've had a few reports of this and we are investigating
it. Yes, it is probably related to Web Mail 5.12. Since the effect isn't critical, it probably won't be resolved until our next release sometime in January." so they are aware of it and i'm confident it'll be fixed. (the email wasn't signed, so i don't know if it was from the Email Guy or someone else.)

Posted by: Email Guy   |   December 19, 2006 3:53 PM    |   (121)

We've confirmed this problem exists and it is being fixed. Yes, I'm the one who responded to the feedback mailbox.

Posted by: Howard Grams   |   December 19, 2006 9:50 PM    |   (122)

Earthlink webmail seems not to be able to import an address book that was saved in .csv format by Mozilla Thunderbird, an increasingly-popular email client. When I try to do so, Webmail gives me the error message "The file uploaded does not appear to be a valid Outlook CSV address book file".
Please consider enhancing webmail to accept the .csv files produced by Thunderbird. Or alternatively, enhancing webmail to accept .ldif files produced by Thunderbird or any other email client.

Posted by: Theresa   |   December 20, 2006 2:05 AM    |   (123)

All my folders disappeared a couple of hours ago. my Spamblocker Protection is set to "High" and I've emptied my cache, closed my browser, and reopened it. still no luck. my browser is Firefox and my os is Mac OSX version 10.4.8. Please help. Thanks.

Posted by: Email Guy   |   December 20, 2006 5:32 AM    |   (124)

This kind of problem is almost always a conflict with some security software running on the computer. This post may be helpful in fixing it.

Posted by: Theresa   |   December 20, 2006 1:25 PM    |   (125)

I do have "session security" turned on. I still can't see my folders. What do I do now? Thanks.

Posted by: Email Guy   |   December 20, 2006 2:55 PM    |   (126)

As you mentioned in your email to me, you are using a script blocker plugin in Firefox. That would definitely do it. You will have to either turn that off, or figure out how to put in the proper exceptions.

UPDATE: You said in a subsequent email that you have tried this and it still isn't working. We have had a couple of reports of this and don't have an answer yet. We haven't been able to reproduce it on any browser. Do you have a firewall? That also can interfere with the scripts that make the page work, depending on the settings used.

UPDATE 2: Jan. 3 - We have found the cause of the problem, and a fix is coming. In the meantime, the explanation and workaround is here.

Posted by: Bruce   |   December 20, 2006 3:30 PM    |   (127)

Hey Email Guy!

My problems with the speed of WebMail at work have been solved!

Recently, in another reply, you said: 'Go to Preferences / Web Mail Options and turn on the option to use a "Secure Session". This will encrypt the content to and from your browser, and a side effect is that it "hides" the javascripts and AJAX features from security software like Norton Security, so that they can't block the features from working.'

I did that, and the problems disappeared. Apparently my company network automatically does some examining and filtering of everything that comes in (among other things, they look for"dirty" words and have been known to bounce emails back to the sender). Looks like it realizes it can't decrypt the "Secure Session" stuff and therefore doesn't try - with the result that my screens paint faster.


Posted by: Email Guy   |   December 20, 2006 3:58 PM    |   (128)

Good news! I'm glad you got it figured out. Yes, it is not uncommon for companies to filter on URLs that contain "webmail" or "email" in them, for various security reasons. Some companies won't even allow you to connect to those addresses from the office.

Posted by: Dawn   |   December 20, 2006 7:12 PM    |   (129)

I've accidentally blocked a sender, can I unblock them? If not please advise. Thank you

Posted by: Email Guy   |   December 20, 2006 7:21 PM    |   (130)

Yes - you can get to the Blocked Sender list two ways. Click Preferences / Blocked Sender List. Or click spamBlocker / Settings / Blocked Sender List. Then select the entry you don't want in the list, and click Unblock Sender.

Posted by: Darlene Bianco   |   December 20, 2006 8:46 PM    |   (131)

dear sir ,occasionally when i try to open my web page it will tell me i have a wrong domain.i keep putting in the correct address and i'm still unable to open it .please tell me what is happening

Posted by: Email Guy   |   December 20, 2006 8:47 PM    |   (132)

Darlene - the most common cause of that is accidentally putting a space at the end of your email address when you try to log in. I intend to fix this so it won't matter and will work anyway, it is on our list.

Posted by: mandy   |   December 20, 2006 10:11 PM    |   (133)

some how my E-mail address were lost, I would like to find out what happened and get them back.

Posted by: Email Guy   |   December 21, 2006 8:32 AM    |   (134)

Mandy - I have asked the Address Book folks to see if they can recover your data.

UPDATE: this data has been restored. I apologize that this problem occurred.

Posted by: Catherine   |   December 22, 2006 8:44 AM    |   (135)

Why can't I receive my email messages on computers not in my office (at home or another office)? I receive them on my blackberry so I know some being sent. I just can't get them through web mail on remote computers. At one time, I received them on this computer but not now. Can you help? Thanks

Posted by: Email Guy   |   December 22, 2006 9:38 AM    |   (136)

Catherine - to view your email on multiple computers you need to set your email software to always leave the messages on the server. Once email software retrieves messages to the computer for viewing, it normally deletes them from the server, and then they are no longer accessible to any other computer, and the only copy now resides on the computer that retrieved them. You can read more in this article, including a link to instructions for changing that setting. Your Blackberry is probably already set correctly, but it sounds like your office computer is set to delete messages from the server. Another option is to always use Web Mail (at least on your secondary computers), as it doesn't move messages to your computer, but only views them on the server. I'm sure you can figure out a workable combination now, knowing how things work.

Posted by: Jeffrey Casey   |   December 25, 2006 11:40 AM    |   (137)

Hi Email Guy: Sorry if you 've answered this before (I looked but could not find the answer), but why does is my PocketPC IE browser not supported when I access Webmail. It used to work but I'd say in the last 90-120 a change was made. Now I have to use Opera or some other browser but that means using more precious PPC resources. Is there a fix in the works? Thanks,

Posted by: Eva   |   December 26, 2006 11:49 AM    |   (138)

can you tell me how I can program my e-mail to show when my e-mail has been read by the receiving party?
There's a reply they have to click on that they received the e-mail.

Posted by: mae   |   December 27, 2006 12:16 PM    |   (139)

I recently updated my internet explorer. Would that have any connection to my not being able to log into the webmail? When I try, I get an error certificate message.

Posted by: Email Guy   |   December 28, 2006 8:04 AM    |   (140)

Eva - you'll find this article helpful.

Mae - Being unable to log in, and a security certificate error aren't related to each other. The correct URL (address) for Web Mail is "webmail.earthlink.net" and there is not a certificate problem there. If you are using some other URL and IE7 is giving you a certificate error and recommending that you not continue, then that isn't your login failing, you could click "continue" anyway. Check the URL you are using for Web Mail. If you continue to get an error, send me the exact error.

Posted by: Jeanine Barone   |   December 28, 2006 11:41 AM    |   (141)

Regarding my posting a week or so ago about the null/ prefix that's being added to everything I attach:
I have found out that it definitely started when Webmail was updated on the 15th. And it only occurs when you are attaching from a Mac, not a PC. So clearly there is some incompatability issues.

Posted by: John Baum   |   December 28, 2006 12:47 PM    |   (142)

Since the implementation of the latest version of webmail, my "Known Spam Folder" has been empty and remained empty. I tried communicating with support, but did not get a clear answer. Under the old protocol I would regularly sort the contents by sender or subject and found it easy to check for the rare message that was dumped there in error. I gather that a spam filter is still rejecting some messages, but I have no idea where they are going.

No, I don't like the alternate arrangement of approving every sender. I find it too cumbersome, both for me and for correspondents.

While I'm commenting, someone should do what they can to learn about the algorithm that Yahoo uses to filter spam in their free email. It seems to be quite effective, although clever spammers do get through now and then.


Posted by: Al   |   December 28, 2006 2:28 PM    |   (143)

Hi. Will Earthlink implement IMAP email in the near future?

Posted by: R.G. Schmitt   |   December 28, 2006 4:13 PM    |   (144)

I am one of many webmail users who stores email on my home desktop computer but nevertheless regularly access Webmail when not at home or when using my laptop computer.

I therefore have a lot of mail in the "Sent" mail folder in Webmail. I would like that "sent" mail to be downloaded to my Eudora software so that it can be stored and filed with all of my other email.

Are there any plans to allow for such a capability? Why can't "sent" mail be downloaded to my home computer?

Posted by: Didi   |   December 28, 2006 10:53 PM    |   (145)

Where can I report what I consider a scam e-mail? I realize I can report as spam and delete. However, I have received three almost identical saying i could have a part or full time career - and one requirement is having a bank acocunt and being able to do bank transfers. Then - I turnaround and had about 15 of similar ones on my "known spam mail". Don't these folks ever quit?

Posted by: rachel   |   December 29, 2006 1:07 AM    |   (146)

Three Address Book questions:

How come when I add multiple new contacts to my Address Book, I can only enter one at a time, revert to the opening page of Address Book, and begin again? I have a vague recollection of, once upon a time, being able to put in a group of new addresses - maybe 20 or more at a sitting - without always going back to Square One. I am getting older - perhaps it was another computer, another web mail service???

I have experienced, on several occasions, a doubling of every entry in my Address Book for no apparent reason. The first time, I went through and deleted the duplicate for every entry, and the next thing I knew, the entire Address Book had evaporated!!! I think I laid down and cried for a while, and then, at some future moment, it all reappeared. Any idea what was going on????

Is it only me, or is there no clear explanation of the difference between a Group and a Mailing List? The Help feature only seems to muddle it even more!

Thanks, email guy!

Posted by: Jim   |   December 29, 2006 3:05 PM    |   (147)

Hi --
I use the webmail to look at pipeline accounts on my Palm Treo PDA. But the display is splintered and not good.
Is there a setting in webmail that can improve this?

Posted by: Suzan   |   December 29, 2006 7:34 PM    |   (148)

Hi email guy,
I'm having the same problem as the one above mentioned by Darlene on December 20th. Once in a VERY intermittant blue moon I can actually logon and view my office email remotely. Most of the time I get the error message that I have an invalid domain name, check my email address and try again.

I read an article once about lab rats.
If they punch the food button and never get food, they quickly give up and starve.
If they punch the button and always get food, they keep eating until they burst.
If they punch the button and get food only intermittantly (once in a VERY blue moon), they'll keep punching that bloody button until their poor little feet are bloody little nubs just for the PROMISE they might get food eventually.

I don't want bloody little nubs.

Posted by: Email Guy   |   December 30, 2006 10:51 AM    |   (149)

I've been away from the blog for a few days during the holiday, so I'll try to catch up on the questions above here, addressing the new ones from the top down:

Jeanine - Yes, we have confirmed a problem with Firefox (on both Mac and Windows) where file attachments are having the name modified upon sending, with a prefix of "null " or "null_". This will be fixed soon, and it should not interfere with the receipt of or integrity of the file itself, it is only the name.

John - If your Known Spam is empty, it probably means no one sent you any spam, which is a good thing. Nothing changed about how that is handled, and most users have plenty of new stuff in that folder, including me. Just a reminder since it is asked a lot, the setting for whether to delete those immediately (and only display a graph) or to save them for viewing, is under spamBlocker / Settings. As for our effectiveness at catching spam, we've actually improved it quite a bit lately (up to about 90% caught from under 70% a month ago) and we have more improvements coming.

Al - At this time we have no plans to enable direct IMAP access from end-user email software. Web Mail does use IMAP.

R.G. - This is a limitation of standard email protocols. Software like Eudora or Outlook Express uses the POP3 protocol to retrieve messages, and that protocol can only retrieve from the Inbox and has no knowledge of other folders or any way to access them. All other folders are WebMail-only. You have to move messages into the Inbox in order to download them with Eudora or other software. It would be possible with an IMAP system and IMAP software on your computer (see Al's question) but we currently do not have direct IMAP access to your mailboxes.

Didi - Continue to use the "This Is Spam" button, but you can also report fraud and scams here.

Rachel - The Address Book page in Web Mail hasn't changed, and you can only create one contact at a time, which takes you to the edit view so that you can fill in any details about that contact. We will be working on improving the
Address Book interface soon. As for the appearance of double contacts for no reason, we have seen a few instances of this and we believe we have it fixed. It is only a display issue, not actual saved duplicates, so if you see this DON'T delete them. In your case someone must have caught it and restored them for you. On Groups and Mailing lists, because there has been some confusion about recent changes I will be posting an article with a full explaination shortly, and I'll link it here.

Jim - We do not currently have a Web Mail format tailored for mobile devices. This is known as a WAP format. We know that there is some demand for one, but it isn't specifically on our roadmap yet. Stay tuned.

Suzan - I'll elaborate on the answer I gave Darlene. The check for a valid domain is done in that login form before sending anything to the server, and it isn't possible for it to give you this error for a valid and correctly typed domain. We will be making a change to automatically remove trailing spaces to eliminate the most common cause of this error, which is when a user accidentally adds a space. The only other possibilities are that there is an error in the typed domain, OR you are on the wrong web site for hosted domains. I've looked at your email address, and I believe that you have a custom domain. Those domains cannot log in at webmail.earthlink.net, and you should be accessing Web Mail at "webmail.hosting.earthlink.net". If you do have a hosted domain, you could never have logged in successfully at "webmail.earthlink.net" (not even "once in a blue moon") as that only allows EarthLink-owned domains.

Posted by: Jim   |   January 1, 2007 9:42 AM    |   (150)

Is there a way to setup a favorite that will take me to www.webmail.earthlink.net and put my e-mail address into the screen automatically? I just want to enter the password.

It seems that right now it is putting in the last e-mail address I used to log in...coming from my PC remembering that value I think.

Posted by: Bob   |   January 2, 2007 12:20 AM    |   (151)

I notice that composing in "Color and Graphics" is now supported in Firefox and you intend to add it for Safari. I'm curious about other Mozilla browsers, such as SeaMonkey and Camino (the Mozilla browser specifically targeted to Mac OS X). Since these all share essentially the same Gecko engine as Firefox, could it be that the "Color and Graphics" feature would already work in all of them, except that your JavaScript inhibits it from being accessed in those browsers?

Posted by: Email Guy   |   January 2, 2007 12:59 PM    |   (152)

Jim - Save a bookmark or set your homepage to "webmail.earthlink.net" (no www in front). On that page, use the checkbox under the login button to remember your email address. Check the box, then log in normally. Then when you come back next time the email will be already filled in.

Bob - Yes, that feature currently looks for specific browsers known to support it. We will try to make it more generic.

Posted by: Frank Valliant   |   January 2, 2007 1:23 PM    |   (153)

A friend's XP is unbootable, and according to Dell Techs, the OS must be reinstalled, and will lose all data. They suggested get data off before the reinstall. The machine has Total Access for email. I have removed and connected that HD to my XP as a secondary drive, and I can see all files and can copy My Docs to a CD. However, Total Access is not loaded on my machine, therefore I can't open the email; I use OE. You stated in earlier response to similar question that mail was in EMaster.MDB & Elnk.MDB. I found those...they are MS Access DB files.

If I download Total Access on my machine, will I be able to view those emails to make sure we have got what we want? If so, will any of this interfere with my Earthlink email I download thru OE? I don't want to mess up or accidently delete my email folders in OE. If this is risky, I can use an older machine that has no useful email in OE, in case anything goes wrong. Thanks for your help.

Posted by: Email Guy   |   January 2, 2007 1:29 PM    |   (154)

Frank - yes, if you install TA, then overwrite the files you mentioned with the ones from your friend's machine, you will be able to view them. I'd suggest you get the full Identities folder and overwrite the whole thing, not just those two files. This will preserve all settings and profiles, not just the raw messages. That directory will be found in "Documents and Settings\his_windows_profile\Application Data\Earthlink\6.0\Identities\"

There is no risk of this interfering with your own OE at all.

Posted by: Barbara Dalla Tezza   |   January 3, 2007 9:53 AM    |   (155)

I am recently having trouble retrieving my webmail from work. I never used to have this problem. It keeps either saying invalid domain...or webmail not available. Whats going on? Thanks.

Posted by: Judy Lair   |   January 3, 2007 12:59 PM    |   (156)

How can I move the addresses in my address list from my old provider (yahoo.com) to my new Earthlink address book?

Posted by: anonymous   |   January 3, 2007 1:14 PM    |   (157)

Is there a way to get a "you've got mail" kind of alert when mail is received?

Posted by: Janice Brown   |   January 3, 2007 4:55 PM    |   (158)

I'm having the same problem as another person who posted here, where all of my outgoing attached files, regardless of type or location are having the term "null" appended to the file name. I use ONLY the web-based email, not Outlook Express. Incoming email from anyone other than myself seems fine.

My OS is Windows XP, and I started experiencing the problem December 21st, as that was the first time I had sent an attached file and noticed it was happening (It was OK a month before).

I contacted Tech Help, they could not re-create the problem at their end, and they told me (quoted, all from the Tech guy/girl, exactly in the order of conversation, the name removed to spare the tech person):

--: I have seen the your header information information also.
--: I can see that null is a Technical stuff.
--: It has been used because of some Technical reasons.
--: Dont worry you can able to see the attachments.
--: As well has some picture messages also.
--: Are you sending email messages through Outlook Express.
--: Not to rush you, are we still connected?
--: Is there anything else I may assist you with today?
--: Sorry for the typeo.

Doh, what? Oh that advice helped me alot lol

So, I still have the problem. Is the Earthlink webmail server on a Linux server? Seems like the null issue is either a Linux command problem, or a Java command problem. Either way, I didn't cause it.


Posted by: Email Guy   |   January 3, 2007 8:10 PM    |   (159)

Janice - this is a known bug that arose when version 5.12 was released on December 15. It only occurs when sending attachments using the Firefox browser, and the modification to the file name (prepending "null_") doesn't harm the file at all, it still has the correct extension and can be opened correctly by the recipient.

This bug will be fixed in late February.

Posted by: gretchen hudson   |   January 3, 2007 9:11 PM    |   (160)

Why can't I get in my e-mail? I keep getting a notice about a security sight not mup to date.

Posted by: Pat Ernst   |   January 3, 2007 10:59 PM    |   (161)

i am tired of always having to check the box to save my check in info. over and over again, to no avail. i have sent a comment on this before--no answer. isn't there some way that the check in the box really will take care of this.

Posted by: Mike Moses   |   January 4, 2007 7:28 AM    |   (162)

I occasionally send email from the webmail site when I am away from my home computer, but it is only occasionally because the sent mail is not synchonized with my desktop client, Eudora. I end up having to copy myself on the email to keep a record. Unfortunately, I lose all the information about to whom I sent it, so it is not convenient to use later. Is there a way to do this that I have not found? The Inbox syncs, but not the Sent folder.

Posted by: John Jacobs   |   January 4, 2007 1:30 PM    |   (163)

Hi Email Guy -

In mid-December both my wife and I (separate Mindspring accounts) started noticing that attachments we receive have plus signs inserted into the filename, e.g. "December+Profitability+Report.doc". This is happening on all of the computers we use at home or at work.

This phenomenon appeared after the release of Web Mail 5.12. Is there a bug fix on the way?

Thanks, JJ

Posted by: Ira   |   January 4, 2007 1:50 PM    |   (164)

Hi EMail Guy

I would like to insert clip art into my E mail.

I do not like to use Outlook Express. I was able to insert Photos and clip art with Comcast service. Can you fix this for me ?


Posted by: Maria L Weiss   |   January 4, 2007 7:53 PM    |   (165)

Dear Email Guy, I have recently been unable to access my webmail when I try to log on in the email address box it has the message

Posted by: Email Guy   |   January 4, 2007 9:21 PM    |   (166)

Pat - If you are using the correct URL of "webmail.earthlink.net" then the only way that can fail is if you delete or block the cookie. That info is saved in a cookie on your computer, by your browser. There isn't really any way the mechanism itself could fail, but it can easily be blocked by either your browser settings or by other security software, or it can be inadvertently deleted if you are doing any deletion of saved browser data. You must allow that page to save cookies to your computer.

Mike - Sent messages are always only saved in the software that sent them. If you send a message from your email software (Outlook, Eudora, etc.) on your home computer, it is not possible to access that sent message from your work computer, as the copy only exists in the software that sent it. Web Mail improves the situation somewhat since it shows you exactly the same messages from every computer (since they are on our server, not on your computer). But messages sent from Web Mail won't be seen in any other email software you use. Note that your Inbox also does not "sync". The only way you can view the same Inbox messages in Web Mail and in your other email software, is by having your other software set to always leave copies on the server when it retrieves them. That is a good practice for people who regularly use Web Mail. The only real solution to accomplish what you want is to always use Web Mail exclusively, but that may not meet your needs.

JJ - this is the first I've heard of anyone experiencing this, and we can't reproduce it ourselves on any browser. I'll contact you directly for more detail so we can figure this out.

Ira - Web Mail does not currently support inserting inline pictures when composing messages. We hope to add this feature soon.

Posted by: barry   |   January 5, 2007 3:08 AM    |   (167)

re: null prefix on attachments since 12/15:
it's NOT just for firefox! It's also a problem under safari on OS X.

Posted by: Gary Aminoff   |   January 5, 2007 7:59 PM    |   (168)

Is it possible to increase the size of the address book to larger than 2500 entries?

Posted by: liz   |   January 6, 2007 11:18 AM    |   (169)

i came here to find why when i forward from comcast to earthlink an inbeded text and photos only the text is seen and no photos i want to help the person who is on the receiving end earthlink to get the whole e-mail that i send this is an ongoing problem what do i look for in her setting so the whole message gets through ta liz

Posted by: Email Guy   |   January 6, 2007 12:32 PM    |   (170)

Gary - The online Address Book included with Web Mail is limited to 2500 contact entries. To manage larger address books, you would need to use other email software (Outlook, etc.) and use a local address book on your computer.

Liz - The only way to ensure that a forwarded message gets to the recipient exactly the same way you received it, is to use the "Forward As Attachment" option in your own email software. When you forward messages inline, all sorts of compatibility issues can arise between 1) the original sender's email software, 2) your software being used to forward it, and 3) the final recipient of the forwarded messages, and the software they are using.

Posted by: liz   |   January 7, 2007 12:21 PM    |   (171)

thank you, i take your answer to mean we are both reading e-mail in a program ie:outlook but the fact is we both use the online e-mail provided with the internet provider and i am sending clean mail no attachments or others names and addys also the old thing about attachments w/bug and bad things this seam a ying and yang ta liz

Posted by: Marc   |   January 7, 2007 2:43 PM    |   (172)

Apparently, some sort of spam is being sent from my email address. There is no telling how many emails were sent. However, I am getting Mail Delivery Failure Notices. I have received over 1000,which are jamming up my email account. What can I do about this?

Posted by: RSLitman   |   January 7, 2007 2:57 PM    |   (173)

Over the years, I've developed a web-browsing style in which, after I've finished with exploring a domain (for instance, the www.toastmasters.org home page and anything within www.toastmasters.org is considered by me to be a domain), I return to whatever I've set (or my employer has set) my browser's home page to be. I do this by using the web browser Back button, NOT by using the Home button. While I know the latter is a quick way to do this, my established web browsing style is to use the Back button (or the drop-down arrow next to it) repeatedly. At work, my home page is the main page of the employees' Intranet. At home for the past few years, it's been the Web Mail page. Right now, that's set to be https://webmail.earthlink.net/wam/login.jsp.

One thing I had gotten accustomed to being able to do (and can still do at work from the employees' Intranet page) is that if I want to go back to the domain I had last visited, I could just hit the Forward button on my browser (Internet Explorer 6) and return there. For the past few months, though, when I return to the Web Mail home page, it loads, but then it goes "forward" to load what I think is the ad that appears on the page. (Incidentally, as a paying customer of Earthlink, why must I see an ad on the Web Mail page to begin with?)

Would it be possible, please, to "fix" the Web Mail home page so that it only loads once and doesn't wipe out what I can go Forward to? Or could you please advise me as to what I can change the stored home page in my browser to so that it won't do this double loading?

Thanks in advance for any help you can give me on this.

Posted by: John   |   January 8, 2007 3:59 AM    |   (174)


I'm currently traveling in a foreign country (Asia) and web mail is working except for the fact I can't send anything. Everything else (receiving, save as draft, etc) is working fine. Although this is clearly an issue for the support page, if there was something general about using web mail overseas, I thought it might be helpful...


Posted by: Joe   |   January 8, 2007 1:08 PM    |   (175)

I want to remove some addresses from the address book. I searched the how to files but have not been able to find the how to. I seem to recall that I could in earlier versions.

Posted by: Margit   |   January 8, 2007 4:05 PM    |   (176)

When I open my sign-in page, I get this message on the top of the page: "Invalid domain. Please see the link on the sign in page for supported domains." I don't see a link to "supported domains". A friend who couldn't open my email was told by earthlink that the block reason was a" blocked domain" on my end. Are the two issues related? I can't find a definition of domain, so I don't know what domain is, let alone what an invalid is or a blocked domain. Help!

Posted by: Jackie Lewis   |   January 8, 2007 6:57 PM    |   (177)

Something new is happening to my email....it disappears after a few weeks and I can't find it. Yesterday I had 69 emails and when I turned the computer on this morning, I had none. We had some work done on my laptop in October and possibly he changed a setting that I am not aware of. The mail is not in "deleted" or any other folder that I can find. What can I do? Thanks!!!

Posted by: Email Guy   |   January 8, 2007 9:00 PM    |   (178)

Note from EMail Guy - I'm working on pagination for these long threads, and I hope to have it working this week. For now, please excuse the length of the page, I know it is getting a little large.

Also, I'm traveling right now but will answer the latest questions as soon as I can.

Posted by: Catherine   |   January 9, 2007 9:41 AM    |   (179)

I have recently upgraded to IE 7.0, however when I attempt to access my email through the webmail page, a blank screen appears after logging in with no email folders or preview area. The status bar has completed and "Done" is displayed in the lower left corner of the brower. Upon refreshing the screen the same thing appears, no improvement.

Is you webmail webpage not compatible with IE 7.0? If not, when do you expect this upgrade to take place.

Thanks for your assistance.

Posted by: Jennifer   |   January 9, 2007 10:54 AM    |   (180)

I can not send messages through webmail using firefox. I type a message, but then webmail sends a blank email. Help! This has been going on for several weeks now!

Posted by: Trinaka   |   January 9, 2007 11:01 AM    |   (181)

Dear Email Guy,

Perhaps I am a bit of a technical idiot, but I have a problem I cannot seem to fix on my own, nor can I find any instructions to assist me. I have recently switched my browser from IE to Firefox. I believe I have version 2.0. When I find a web page I would like to send along as a link in an email, I click on the appropriate menu selection under File. Unfortunately, Firefox automatically opens MS Outlook, which I do not want to use! I wish to use Earthlink Total Access, but I cannot figure out how to get Firefox to do this. Can you provide step-by-step instructions? I would really appreciate the help!

Posted by: Noel   |   January 9, 2007 11:08 AM    |   (182)

When I log into my WebMail I get a blank screen. Same issue with FireFox 2.0 and IE 7.

Cleared caches. Tried subbing "folders.jsp" for "index.jsp". :0(

No WebMail connection problems with my Mac OS 10.4 with FireFox 2.0.

Any idea what's going on?


Posted by: Email Guy   |   January 9, 2007 7:31 PM    |   (183)

Liz - Web Mail also has the option to "Forward As Attachment". It is beside the Forward button.

Marc - See this article. Also, we are working on a way to block bounces that didn't originate from here.

RS - Hmmm, we fixed that everywhere but the login page, guess we missed that one. But that shouldn't matter as you only see that page if you have logged out. You can navigate away from Web Mail and back to it as long as you don't log out, and you don't see the login page again. And if you are logged out, you have to log back in anway. The problem is that you are using ../login.jsp as your bookmark. You should instead be using just webmail.earthlink.net as a bookmark or homepage, and allow the app to intelligently put you on the right page, which will be the index page if you are already logged in, and the login page if you are not logged in. We'll try to get the history fixed so that you won't have this bogus entry in your Back history either.

John - Web Mail has no knowledge of, or any concern about, where you are connecting from. All it knows is that a browser requested a page or a task (send) and it performs that. This problem isn't in Web Mail. I'm baffled as to how this could even occur by any cause, unless it is just coincidence. I can surmise that a filter could exist on your connection looking for a URL that contains "sendmail" in it, but that is kind of farfetched (less so in some countries I guess). The browser doesn't even know you are sending, that takes place on the backend behind Web Mail. Your browser only knows that you clicked on a link, that happens to be the one that tells Web Mail to send a message. I think what is more likely is that at your location, some security software or a firewall is blocking the sending form or conflicting with it.

Joe - click on Address Book on the left, then check the one you want to remove, and click Delete at the top.

Margit - it sounds like you have saved a bad bookmark for Web Mail. You should be using "webmail.earthlink.net".

Jackie - see this article. Messages are never deleted from the Inbox or any user-created folders, other than by the user. I checked your account logs, and messages are being deleted by other email software you are running (not Web Mail). The link above will explain more and help you solve this.

Trinaka - your operating system opens the "default email program" that you have set when you click a link like that. You can change your default from Outlook to Total Access. When Total Access Mailbox starts up, it may prompt you with "Would you like to make Mailbox your default?" All email programs will do this unless you have turned off the prompt. If you don't get this prompt in TA Mailbox, then go to "Tools / Settings / Default Email Program" in the Mailbox software, and turn the prompt back on. Then close it, re-open it, and say Yes to the prompt.

Catherine / Noel - Not sure if two reports here is coincidence, but they are the only two reports. Right now I have no idea why this is happening to you. Web Mail is fully compatible with IE7 and fully tested on it.

Posted by: Toby Rubenstein   |   January 9, 2007 7:37 PM    |   (184)

I have two e-mail addresses. One is about 80% full which is why I opened the second so I could receive messages with attachments. Is there a way to transfer some but not all messages from the 1st one to the second?

Posted by: RSLitman   |   January 9, 2007 10:13 PM    |   (185)

You responded to me:

Hmmm, we fixed that everywhere but the login page, guess we missed that one. But that shouldn't matter as you only see that page if you have logged out. You can navigate away from Web Mail and back to it as long as you don't log out, and you don't see the login page again. And if you are logged out, you have to log back in anway. The problem is that you are using ../login.jsp as your bookmark. You should instead be using just webmail.earthlink.net as a bookmark or homepage, and allow the app to intelligently put you on the right page, which will be the index page if you are already logged in, and the login page if you are not logged in. We'll try to get the history fixed so that you won't have this bogus entry in your Back history either.

My new response is:

I think that ../login.jsp got set as my Home Page because when I set it, I chose the "Set Current" option in Internet Explorer. I think I've tried webmail.earthlink.net and still got the multiple loads, but I am willing to try it again. Just please let me know if I need to go there as http://webmail.earthlink.net or https://webmail.earthlink.net - Thanks in advance and please respect my preference for no emoticons in answers to any of my messages.

Posted by: Email Guy   |   January 9, 2007 11:04 PM    |   (186)

RSL - It doesn't matter. The login page will always load as https no matter what you put in your browser. The page cannot be viewed non-secure.

Tony - The only way to do this in Web Mail is to forward them and then delete them, including the copies in the Sent folder. Personally, when my Web Mail box is full I download the messages to Outlook and archive them on my local computer.

Posted by: Dee   |   January 10, 2007 1:27 AM    |   (187)

Email Guy, -

In regard to a previous post -

"Dear EMail guy,

I am a new user to Earthlink and I am wondering why when I sign into webmail, that I have to enter the WHOLE email address, including earthlink.net, instead of just my username and password.

I find it a little annotying. Yahoo doesn't require you to enter your whole address, nor does NetZero.

Any chance this might be changed?"

I agree the log-in setup as it stands now is most annoying. Half the time I am denied access because in my haste (as one is usually in a hurry to get to the mail, . .) I misspell earthlink.net.

Your answer was that the Web mail link responds to many domains. Well, how about a link that is just for the earthlink domain. After all I have several addresses on the earthlink domain and the 'remember my email login on this computer' -- won't solve the problem.


Posted by: RSLitman   |   January 10, 2007 6:22 PM    |   (188)

I tried both http://webmail.earthlink.net and https://webmail.earthlink.net as my homepage, and both times, I still got that extra load with what you called a "bogus entry" in my Back history. I'll wait and see if it's something you'll be able to fix. I'm using Internet Explorer 6.

By the way, I want to thank you for making this Blog available to us. I did not think this was a topic I could easily bring up to the people who handle the chat support sessions. I doubt that they have this specialized expertise, and based on the help I've gotten from them before, they have mainly canned answers to frequently-encountered problems. This is not a bad thing, because I suspect that most people who contact Earthlink support have the same problems over and over again.

One thing about this blog, though, is that I find I cannot easily copy the text. When I try to select using my mouse, instead of selecting just the passage I want to select, it selects everything from the start of the page until the line just before the line where the passage I want is contained (or begins). I've been using copy and paste-based operating systems for almost 23 years (although a Windows XP user now, I was one of the earliest Macintosh owners), so it's not like I don't know how to select. As for why I want to copy, in case you're trying to protect what you've written, (1) I wanted to quote what I was replying to, and (2) I wanted to copy the link I should use for my home entry. My current workaround is to choose Source from the Internet Explorer View menu. When this is brought up in Notepad, I then look for the text and copy it from there, editing out any HTML that's embedded. If the blog software is homegrown at Earthlink, you may want to pass this along to the developers there.

Posted by: Kiki   |   January 11, 2007 1:10 AM    |   (189)

For the last day or so, the arrows that let me go from page to page of my webmail inbox have disappeared in Firefox ( (The folder icons have also disappeared, but since the folders are still there, this is less of a problem.) I use webmail to delete unwanted email and to report spam before downloading to my computer, so being unable to access the second and subsequent pages of the inbox is annoying. I've cleared the cache, closed and reopened Firefox, and rebooted the computer, to no avail. (My folder names don't have any apostrophes, either.) I could increase the number of emails per page, but loading is already interminable with my dialup connection, so I don't want to do that (it's set at 20 now). The arrows do still appear in IE and Netscape, but my preferred browser is Firefox...

One more thing--one of your responses here on the blog said that ads are supposed to load last, but that isn't true for the little ones in the left column (right under "Web Mail" and my email addy). They load before the inbox even gets started.

Posted by: Email Guy   |   January 11, 2007 12:00 PM    |   (190)

RSL - We'll fix the login page so the ad does not make a history entry in the browser. As for copying text from this blog, that is actually a bug in IE6, which is fixed in IE7, and works fine in most other browsers including Firefox and Netscape. IE6 has a problem with style sheets (CSS) that use absolute positioning, and won't let you correctly select text on the page.

Kiki - I just tried Firefox and all the icons and images shows up fine for me. I don't know what is causing that for you. As for the little ad in the left column, you are correct, but that one isn't an issue. The issue is about banners that are loaded from a remote server, which would slow down Web Mail if it wasn't done as described. That one is just part of the page itself, and at 1.9KB I consider it inconsequential to the page load.

Posted by: James   |   January 11, 2007 12:54 PM    |   (191)

Email Guy wrote back in November: "... sometime in the spring we hope to get the quotas increased to 1000MB / 1GB which is 10 times what you have now."

I was just wondering if there was any firmer planning on this and also, would any increases in the quotas also be ported over to the web hosting mail boxes now accessible through the similar webmail interface? The hosting mailboxes are now also set at a 100MB quota, but unlike the @earthlink.net addresses which can be increased up to a total of 400MB for a nominal monthly price, hosting customers don't have an ability to increase the quota beyond 100MB. While I'm not one of them (I prefer the Mozilla Thunderbird desktop mail client), I'm noticing the clients I work with are increasingly turning to web-based email for reading, storing, and maintaining ALL their business-related email. For whatever reason, they shun totally the use of desktop clients such as Outlook Express. And given that scenario, it doesn't take long to fill up 100MB, so it seems their needs to be a mechanism to let users buy the amount of online storage space they need.

I appreciate very much this email blog, you've created a great way for customers to raise issues important to them. And it's obvious that EarthLink is indeed listening and doing what they can to meet users' needs, even though changes and improvements do take some time to bring about. Keep it up!

Posted by: Joyce   |   January 11, 2007 1:24 PM    |   (192)

I cannot access e-mail jobs are being sent to me from companies they go to spam automatically. I'm missing opportunities. I need to be able to have all mail sent to in-box. Please help. I currently have 13 messages can't read any...

Posted by: Email Guy   |   January 11, 2007 2:01 PM    |   (193)

James - I can't give a firm timeline for updating mailbox quotas, but can give some rough estimates. We have an invitational beta starting in Febuary, using 1GB mailboxes. We should be able to begin migrating all mailboxes in the second half of the year. It will be automatic. We actually have to migrate the mailboxes to a new infrastructure that supports larger mailboxes (and has many other improvements).

Joyce - You can go to spamBlocker / Settings and change the setting for "Delete Known Spam Immediately" and if those messages are being flagged as spam for some reason, you will then be able to view them in the spam folder. You can also turn spamBlocker off completely, so that all messages go to your Inbox. That setting is in the same place.

Posted by: Vince   |   January 11, 2007 5:12 PM    |   (194)

Email Guy,
I access this blog via the secure webmail portal, and click on the "Go..." hyperlink.

Problem: "Go..." hyperlink takes me to "More directories from infospace" page (http://my.earthlink.net/channel/detail/DIRECTORY/dtl2)

The full link properties are:

I must return to the portal (back-arrow) and click again, often arriving at the same place. Typically the third time will bring me to this blog.

What gives?



Posted by: RSLitman   |   January 11, 2007 6:24 PM    |   (195)

Did you over look this? I posted it on a Blog page called "Open Thread" on Sunday, and it has not been answered yet. Perhaps I should have put it here. At any rate, here it is again, and I'm very interested in hearing what can be done about this. It's a far more important issue to me than the multiple page loads when I go to the Web Mail signon page. So, I'm posting it here now:

Here is what I'd like to be able to do (regarding spam blocking):

1. Allow Earthlink to block emails considered to be spam, as well as ones from domains and email addresses I've specifically requested to be blocked

2. Receive emails from anyone else, not just ones that I've stated as being permissible.

3. In conjunction with the two conditions stated above - Be able to specifically request that emails from various domains and email addresses that Earthlink had considered to be spam not be considered to be spam after all and thus be delivered to me.

It appears that, right now, in order to have #3, I have to give up #2. In other words, I have to specify everyone that can permissibly send me emails. I don't want to do this because as the contact point for some organizations, I am continually receiving legitimate emails from people who had never written to me before.

Please consider making future enhancements that allow the combination of all three of the above features. Thanks in advance for whatever you can do in this area.

Posted (in its original location) by: RSLitman | January 7, 2007 3:14 PM

Posted by: Email Guy   |   January 11, 2007 6:53 PM    |   (196)

Vince - you are clicking the link for "Find Friends and Family". Those listings to the left side of the Web Mail login box rotate on each page load, and that top one is not always to the blog. Just watch the text of it. That's intended to help new users find the blog (and the other features promoted there), not to be a permanent pathway here. Save a favorite in your browser.

RSL - Let me describe the different spam control features as they exist today.

First, independent from any spam blocking that EarthLink does, you have a Blocked Sender List. The use of this list is independent of any other spam settings you use. Any domain, subdomain, or address you put on it, gets blocked, period.

Next, you have the Known Spam filtering that EarthLink does for you. In your settings this is active when you are on Medium or on High. That feature puts all Known Spam in the Known Spam folder. It catches about 80-90% of spam overall, although individual mailboxes will vary.

So these two things combined are your #1.

Now, we also have a permission-based email acceptance feature that is totally controlled by the user. This is enabled when you set spamBlocker to High. Doing this has no effect on the features I already mentioned. The Known Spam and the Blocked Sender list still do exactly what they were doing without this setting. But this features adds a permission list, or Allowed Sender List, which controls whether email that has already passed the first two filters, goes to your Inbox folder or your Suspect Email folder. It doesn't block anything, ever, it only controls the folder that messages get delivered to. And for those not already in your allowed list, they also get an auto-reply telling them that they are not being delivered directly to your Inbox.

Currently the allowed sender list is synchronized with the contact list in your address book, but soon you will be able to manage them independently if desired.

For your number 3, there is a setting in spamBlocker / Settings for "Delete Known Spam Immediately". Turning this off results in Known Spam being saved in a folder for you rather than being deleted. So now you have all email being delivered to you except those on your block list, but segregated into three different folders according to the rules. Known Spam folder, Inbox folder, and Suspect Email folder.

So you can't quite have your cake and eat it too, but close. You can let all email that we have flagged as spam be delivered to a special folder, but you can't have it delivered to your Inbox without turning off the allow list (challenge/response) feature also. I can see where it might be mildly useful to use only the challenge response (High setting) but turn off the Known Spam filtering. But not very. Our false positive rate on Known Spam is less than 1 in a million, so there isn't any good reason to turn it off. You have the option to save it in a folder for that very rare case that you want to look for something that was wrongly marked as spam.

Posted by: ED   |   January 11, 2007 7:24 PM    |   (197)

Earthlink email is terribly slow to log onto. It takes forever, on dsl, to get into the email page, and then another "forever" for the blank page to disappear and the email listing to show up. Yes, I clean my internet cache regularly. What do I do?


Posted by: RSLitman   |   January 11, 2007 10:17 PM    |   (198)

Thanks for answering my question about what I'd like to be able to do with regard to spam blocking. While I appreciate this long answer, I am not satisfied that you can't develop a product that combines the following features:

1. Allow Earthlink to block what they think is spam, as well as what I've chosen to block.

2. Not have to make people "register" with me (by having me put them on a permitted senders list) first before their emails proceed to my inbox.

3. Not have to make me wade through the trapped "spam" to see if an expected arrival from a new mailing list I'm on got in there, and then have to wade through it periodically in order to retrieve later emails from this same sender, since I can't specify it as a permissible sender without giving up item #2.

Incidentally, I have been an Internet and email user since August 24, 1996, and while I don't mean this to come across as a boast, I have never gotten into the habit of using an online address book. While your plans to separate the permitted senders list from the address book may help others who are similarly disorganized (by not having an address book), it's not going to help me because I don't want to set my email up so that people have to "register" before getting through to me.

I almost missed an important email a couple of months ago because it went into the spam bin. At that time, my setting was such that this got deleted right away. Fortunately, another person who was on the recipients list was able to forward it to me. After I didn't get it right away, I changed the setting to put the suspected spam in that Known Spam folder. I asked him to send it yet again, both to my Earthlink email address and another one I don't use very much. The one to the other email address came through right away. I then checked the Known Spam folder on my Earthlink account, and there it was. We think there was some "naughty" word in that email that triggered something on Earthlink. This particular email quoted several songs from the 1950s and 1960s, and maybe there was something raunchy in one of them. Incidentally, another intended recipient of this email, with a verizon.net (or maybe it's verizon.com) email address also didn't receive it. And for the record, that little-used email address of mine is with aol.com.

Posted by: Email Guy   |   January 11, 2007 11:31 PM    |   (199)

ED - On a properly working broadband connection, Web Mail won't take more than 3-5 seconds from the time you click the login button until the Inbox page is finished loading. With rare exceptions, this is very consistent, and we monitor it carefully. So something isn't right with your connection. Every time someone reports something like this, a connection problem is found. If you would send more detail to me at the Feedback mailbox, I'll correspond with you directly and see if I can help.

RSL - you're describing a system that can filter spam while guaranteeing zero false positives, and that just doesn't exist anywhere and probably never will. I don't know why the message you describe was caught, but I doubt it was due to any particular words in the message, as the system we use is a little more sophisticated than keyword scanning. We currently run the most-used ISP-class spam filtering system in the industry, and it is used to protect 15% of all the mailboxes in the world. We believe that the false positive rate is less than 1 in a million. That's about as good as anyone can do. That isn't to say that we can't do better at catching spam than we are today, there are a lot of other factors involved and the Known Spam filter is only one part of the system. You can learn more here.

Updated - I just thought of something I left out too. You don't have to send the auto-reply when you use the High setting, you can turn that off. Then you just add your senders to your allow list without them asking, either in advance, or when their messages show up in your Suspect folder. That gets rid of the "asking them to register" that you don't like. They never know it occurred.

Posted by: Charles   |   January 12, 2007 1:53 AM    |   (200)


Email sends and receives OK. When it tries to synchronize the email and web mail address books I get either: server not available; or error msg: net.eathlink.zoo.ZooException:addrbook.noupdate. Have looked in FAQ and tried to contact laive chat and Earthlink support via email. Page accepts fill in the blanks and when submitted just rolls to the same page with empty blanks. Different issue I have to solve, but can you help on the first one? Thanks

Posted by: Email Guy   |   January 12, 2007 4:26 AM    |   (201)

Not sure who Gary is, but we are investigating the sync connection error. Thanks for the report.

Posted by: Charles   |   January 12, 2007 11:26 AM    |   (202)

Email Guy,

My apology for addressing you incorrectly in my question concerning the synchronizing error for the address books. After posting to you, I was able to get a live chat session going by disabling Norton Internet Security completely. Apparently Norton blocks the pop up window for live chat. Support did a remote assistance session and could not solve the problem. During the session he created a temp address in both my email and web mail. The same the same error msg appeared when he tried to synchronize the two. Last comment from him was the problem was being elevated to a higher level. Hope this info may help in your finding a solution.

Posted by: Email Guy   |   January 12, 2007 11:43 AM    |   (203)

Great, thanks. My name is John by the way, I didn't know if you were referring to a prior comment or addressing me.

Posted by: Vince   |   January 12, 2007 11:43 AM    |   (204)

Thanks, That explains it.
However I will say that I find it a very annoying feature. Consistency is better than ambiguity in a customers eyes.


Posted by: Email Guy   |   January 12, 2007 11:45 AM    |   (205)

Noted, and I agree the blog should be a fixed link, unlike the other cross-promotions which will continue to rotate. I'll see about adjusting this.

Posted by: Pat   |   January 12, 2007 4:18 PM    |   (206)

Why are some of my messages from people in my address book ending up in spam? I have to go to webmail and retrieve them, periodically, and I should not have to do that.

Posted by: Jon   |   January 12, 2007 7:39 PM    |   (207)

How can I send an email to everyone in my address book without their names showing up in the sent to box for all recipients to see that it is a group email? Is there a way to hide all emails ? Also can I put a group of emails in as a group and again send it without revealing all the recipients ?
Thank you,

Posted by: Tom Roche   |   January 13, 2007 12:12 AM    |   (208)

I would like to ask if there was any follow up from the December 19, 2006 9:50 PM request from one Howard Grams. He had wanted to get his address book to import to Earthlink webmail, and the web import instructions said it had to be a CSV file, which he had created via Mozilla. But then Earthlink said no, "The file uploaded does not appear to be a valid Outlook CSV address book file."
Now I too am trying to greate an imported webmail address book and I too get the same error prompt, having created 2 CSV attampts from both Palm and Eudora (OS X). So Earthlink webmail seems to imply that a CSV file and an Outlook CSV file are two diffrenet things. Really? Any workarounds you can suggest? It'd be a lot of addresses to manually type in.

Posted by: Tom Roche   |   January 13, 2007 12:43 AM    |   (209)

Just a little more on this CSV thing. My Palm has some e-addreses, but my Eudora has the list I'd really like to import. Again, I'm on OS X from, um, Apple Incorporated, ha. Soooo.... Perhaps another e-mailer is more flexible I thought. I checked my yahoo account - they will let me import a VCF (Earthlink won't) from my Palm. Once imported, Yahoo Mail lets me export these new Yahoo contacts as an Outlook CSV, which Earthlink then says is OK. Good- but that's mostly phone numbers. But what I really want is my Eudora bookmarks. Eudora will only export CSV. Yahoo will only accept "Outlook CSV"to import . So how about Google mail. They will let me CHOOSE between Outlook CSV and (plain?) CSV. Yay. So I import that, and Google then will let me export the import as a - yay again - Outlook CSV... which I FINALLY can import into Eartlink. I choose the G-mail generated Outlook CSV in my Eartlink import chooser and....drum roll ***The file uploaded does not appear to be a valid Outlook CSV address book file.*** Urgh --- RIGHT back where I started. Google says it is and you say it isn't. Kids! Cant we all play nice?

Posted by: Kevin   |   January 13, 2007 10:57 AM    |   (210)

Is there a way to set my email so it notifies me with an audio cue that I have new mail?

Posted by: Charles   |   January 13, 2007 1:21 PM    |   (211)

Ref: two emails dated Jan12 from me concerning syncronizing the address books. In the hope that it might work, I just tried again and it ran for along time with this new result. Error Msg - Java.Lang.Number Format Exception: for input string:. Maybe this will provide an additional clue to the problem Thanks

Posted by: bob   |   January 13, 2007 8:25 PM    |   (212)

if i change internet sevice provider to cable through another company can i still keep my mail address through earthlink? if i cancel my 21.95 dollar dial up from earthlink can i keep earthlink mail address

Posted by: Looking for assistan   |   January 14, 2007 11:26 PM    |   (213)

I've been receiving unwanted mail from one particular address. I want to bounce back emails I receive from that address marked as "undeliverable". (I know the person may change addresses--I'll deal with that later.)

How can I cause emails sent from a particular address (or, at the very least, the ".com") to bounce back as "undeliverable" when sent to my own email address?

It would be very helpful to me if you would explain how to do this because the emails from this particular address have been very irksome. There is a person involved, not a robot, and I am trying to convey the idea that my email has changed.

Thank you.

Posted by: Email Guy   |   January 15, 2007 8:22 AM    |   (214)

Pat - I assume you mean they end up in the Suspect Email folder, not spam. Make sure your address book and spamBlocker allow list are in sync by clicking the button on the Address Book page, marked "Update spamBlocker Addresses". If the problem continues, send specifics to the Feedback mailbox (addresses and examples of specific messages) and I'll look into it for you.

Jon - That is the purpose of the Bcc address line (Blind Carbon Copy). Any addresses you put there are seen only by you and do not go out to the recipients. Each recipient cannot tell who else was on that line as a recipient. You can just put yourself on the To line and everyone else on Bcc.

Tom - There are some incorrect error messages given in the import process, which we are working on. The error you are getting is either a particular contact or character that our import doesn't like, or the combined total of the imported file and the addresses already in the account is over the 2500 limit.

Kevin - Web Mail does not currently check for new mail except when you manually click the Check Mail link, and then you have visual notification immediately. If we add an automatic mail check in the future, we will consider using an audio notification.

Bob - You can keep your email address for $3.95 per month. See this page. Customer Service can do the conversion for you.

Looking - No, that isn't possible. You can put them on the block list, which results in their messages being immediately deleted and you never see them. But you cannot send back a fake bounce with a bogus reason. You could however, change your email address and then they would get a true bounce. Do this on the MyAccount page. If that isn't practical, there is nothing else you can do.

Posted by: a.donley   |   January 15, 2007 9:35 AM    |   (215)

Last time I used webmail to manage my inbox (several weeks ago), I thought the secure icon (a lock image in the upper right corner of Apple Safari windows) showed on the login page, as well as on all successive pages. Now it appears on login but it gone after that (including as I post this.) Am I now in working insecure or was I mistaken about past use? Anything change with webmail over the last month that would have affected this? Thanks.

Posted by: Dee   |   January 15, 2007 6:49 PM    |   (216)


Today a strange problem started occuring w/webmail: all my attachments that I send are preceded by the word "null/", and when I try to open attachments from others, they are not recognized as any file type by Windows (I have to choose an application to open the file).

I'm using Mozilla Firefox and am an advanced computer user.

Please help!


Posted by: Harland Groves   |   January 16, 2007 9:49 AM    |   (217)

I have lost my address book twice in the past three weeks. How can I restore it and stop it from happening inthe future ?

Posted by: margie walls   |   January 16, 2007 4:54 PM    |   (218)

When will the IE 7 vs Earthlink spamblocker addon incompatibility problem (can't access Suspect email) be fixed. I'm still using IE 6 because of that problem. Thank uou.

Posted by: Sandy   |   January 16, 2007 11:40 PM    |   (219)

I really appreciate the anti-spam features of Webmail and your willingness to consider user input to improve its features. I might be in a minority with my suggestion, but...

Is it feasible to offer users an option to sign in automatically to access our mail? I know we can choose to save our email address "on this computer." Why not our password? After so many years using Outlook Express here at home, and being the only person using this computer, it is frustrating to have to type in a password to check my mail.

Posted by: Email Guy   |   January 17, 2007 9:45 AM    |   (220)

a.donley - This hasn't changed. The login page is always secure. The rest of the session is controlled by the setting in Preferences / Web Mail Options / Secure Session and that has always defaulted to Off. Unless you are on wireless or on a LAN, the setting probably doesn't have any utility for you, and Off is best for most users, especially on non-IE browsers that won't cache images over HTTPS. You can find some related information here. I'd also note that EarthLink is the only major Web Mail provider that even offers such an option, Gmail, Hotmail, Yahoo, and AOL do not. It only offers real increased security in the two cases I mentioned (and you may be one of those) but it also can cause problems for some users.

Dee - You are describing two different and unrelated problems. The filename having "null" prepended is a known issue that will be fixed in the next couple of weeks. It has no effect on the file itself or on opening and using it. Your other note about opening attachments, is controlled by your operating system. If you click on a file link, your OS looks at the extension and acts accordingly. Perhaps you are receiving files with no extension in the name? If the filename has an extension that is recognized by your operating system, it will open it.

Harland - I have referred this to an Address Book person to investigate. They will contact you directly.

Margie - I don't have an ETA, we're aware of the issue and it should be addressed soon. For the benefit of other readers, this only affects Outlook users who have the spamBlocker plugin and does not affect Web Mail users, who can access all features using IE7.

Sandy - Saving your password on your own computer in your own software, is a lot different than saving it for use in a web application, and the security concerns are increased. What you describe is usually not allowed on the web, by us or any other provider. There is a middle ground however, which is what some of the free webmail providers do. They let you keep your session alive for extended periods, even after your browser is closed, so that you can return to the site from that same computer without logging in again. They do not remember your password, they only remember that you are logged in from a particular computer. We are considering this.

Posted by: Phil   |   January 17, 2007 1:58 PM    |   (221)

Dear email guy,

I have a problem with one of my email accounts. The account has 200M of space and webmail indicates it is 79% full. On 1/6/2007 (the account was also at 79% of capacity that day) Earthlink sent me an email with the subject: EarthLink Alert: Email Storage Space is Full. Emaill to that account immediately began bouncing. I have chatted with support six times shared my passwords for two Earthlink accounts and supported sessions where my PC was shared with Earthlink. Each time, after about an hour the Earthlink rep determines that there is indeed a problem, indicates that the issue will be escalated to "engineering" or "level three" technicians and that I will hear back from Earthlink shortly. We haven't mad any progress on the issue.

Some answers to questions common to all chat sessions.
--I access the account exclusively through webmail, using different PC's and different internet connection types.
--Only one email box has the problem
--There are no items in the known spam file
--Emails bounce from external sources or other earthlink accounts, but earthlink seems to be able to post messages in my account (sometimes).
--Two of the escalation events apparently lead to resetting my account I recieved messages from earthlink --- EarthLink Account Change Confirmation --- Account Change: Email Contact Enabled. Emails continued to bounce.

The issue has disabled my primary email account for eleven days! Friends are contacting my family members asking if something has happened to me.

Can you recomend a way to work with Earthlink to determine what is wrong and get my account functioning as it should? I just noticed that Gary Phillips had a similar problem and that the issue was traced to an improper display.

-- Can you also check the quota display on my account ?
-- Once the quota display is fixed, is it then reliable?
-- Both Gary and I have spent considerable time chasing the same problem. Can you bring the support folks into the loop?
-- Also, how long till the 1000M kicks in? gmail gives me 2300M but I hesitate to change the primary email address I have used since 1999.

Thank you,

Posted by: Email Guy   |   January 17, 2007 2:29 PM    |   (222)

Phil - I have fixed it for you now. The bouncing and the notices were always correct, and the mailbox was full. The quota display in Web Mail was incorrect due to the mailbox index getting corrupted, and I have rebuilt that so it will now display to you correctly. For future reference, if you get a notice that the mailbox is full, that notice is correct. It is only the Web Mail display that sometimes gets out of whack. We are working on the reliability of that.

Posted by: dean   |   January 18, 2007 8:44 AM    |   (223)

why does my own email address always get caught in my SPAM box. i have looked and looked but cannot find the culprit. can you find the source of this for me?

Posted by: Email Guy   |   January 18, 2007 9:56 AM    |   (224)

Dean - if you are using spamBlocker on High, you must add yourself to your Address Book to be able to send to yourself without it being caught. To prevent spammers from just using your own address as the sender and bypassing spamBlocker, we check that self-addressed messages come from within EarthLink too.

Posted by: Dee   |   January 18, 2007 1:56 PM    |   (225)

Re: attachments

Dear Email guy,

thanks for your response on my question about "null" being appended. However, my other question about the file extensions was not answered. yes, all these attachment files have extensions, and in fact they get opened automatically when I use Webmail from Internet Explorer. They are NOT recognized by Firefox (and they were until the other day). This is a problem that cropped up at exactly the same time as the "null" problem, which is why I put them both together in my question. I didn't change anything in Firefox, so I tend to think this is an Earthlink issue. Any insights would be appreciated.


Posted by: Bob   |   January 18, 2007 11:04 PM    |   (226)

If an attached file in a received message has spaces in its filename and you're using Firefox (Mac or Win), it can't be saved from webmail with its correct filename. Instead, the name gets truncated to just the portion preceding the first space (for example, "File name.doc" gets truncated to just "File"). Thus, the name may get shortened significantly, and it loses its extension, so the OS may fail to recognize the file type correctly.

If you're using IE/Win then, instead of truncating the filename, it substitutes plus signs (+) for the spaces, which seems pretty harmless (e.g., you'd get "File+name.doc").

Another problem when saving attachments from webmail using Firefox (Mac or Win): It makes a big difference whether you left-click or right-click (control-click on Mac) on the attachment name. If you left-click and go through resulting dialog boxes to save attachment to disk, you get the intended filename (although truncated if the name contained spaces as described above). If you right-click and choose the option to save linked file to disk, the saved file always gets the name "MsgAttachment.htm" which really confuses the OS (which thinks it's an HTML file).

If you're using IE/Win, the saved file gets the same name whether you've left-clicked or right-clicked.

Note: I've also verified the problem, which is now well-known, that if you're composing in webmail using Firefox and you attach a file, its name always gets prefixed by "null/".

Posted by: Email Guy   |   January 19, 2007 8:39 AM    |   (227)

Dee - Yes, we're aware of the issue of Firefox not opening the file, but only offering to save it. This is a separate issue from the one with the "null" filename and we think it actually has been behaving that way before the "null" bug. At any rate, both are fixed and will be released in a couple of weeks.

Bob - Thanks for your careful analysis, your comments are always helpful. We are working on these attached file issues now, and they will all be resolved in the next release in a couple of weeks.

Posted by: ALWAYSMILEN3   |   January 19, 2007 11:49 AM    |   (228)


Posted by: Email Guy   |   January 19, 2007 4:28 PM    |   (229)

Alwaysmilen3 - I'm going to break one of my published rules here and give you some help with your MS Outlook software, because this issue is a real pet peeve for me.

That winmail.dat file isn't created by Web Mail. It is a file that is created by Microsoft Outlook and Outlook Express, and it is only understood by them. Learn more about it here.

In Microsoft's infinite wisdom they found it necessary to send attached files in a proprietary format rather than use MIME like every other email software in the world does. You can stop this from happening by changing the settings in those MS programs, so that when email is received by a non-Microsoft email reader (like our Web Mail) you won't get a useless winmail.dat file but instead you'll get the real attachment in its original format.

Here's Microsoft's explanation and fix for it: http://support.microsoft.com/kb/290809

You'll see them calling this a TNEF format like it is a real standard that other email programs are supposed to understand, but the fact is they entirely made it up and expected the world to support it. In fact, the full name of the format is MS-TNEF. The real standard in use by the rest of the universe not living on planet MS is called MIME. Anyway, they tell you how to fix the problem there. Look down to the section that says "How to Specify E-mail Format".

There are also some freeware decoders you can download for those winmail.dat files. Find them on Google.

I generally like and use MS stuff, but winmail.dat has always irritated me in particular since I've never been an Outlook user. Since I felt the need to speak out on this topic, I probably should emphasize my disclaimer here (which appears elsewhere on this blog) that this comment is my opinion, and doesn't necessarily represent the position or opinion of EarthLink.

Posted by: RoseFernandez   |   January 20, 2007 6:40 AM    |   (230)

I would like to change my password and I do not find a way to do it.

Posted by: Email Guy   |   January 20, 2007 9:54 AM    |   (231)

Rose - Click on My Account at the top of any page, log in there, and you can change your password there.

Posted by: Barb   |   January 21, 2007 1:14 AM    |   (232)

I have three earthlink email boxes. I have set up all messages to forward to one mailbox. I've had it set that way for years. I recently noticed that some emails weren't getting answers. I opened up webmail for the 2nd and 3rd boxes and discovered a plethora of email messages...important email about jobs and things. Yikes! I checked my account on earthlink and it still shows that emails are "supposed" to be forwarded, but it's not happening. Why?

Posted by: RSLitman   |   January 21, 2007 3:49 PM    |   (233)

This is in response to what Email Guy posted more than a week ago, January 11, 2007 11:31 PM (199).

Two things - First, there's a link that didn't work - it was meant to go to http://blogs.earthlink.net/webmail/2006/11/1_faq_why_do_i_get_so_much_spam_1.html - but this isn't there any more. I probably read it when it was active, anyway.

Second, I was so upset (maybe with myself for not saying what I wanted to clearly and concisely) that you misunderstood what I wanted that it took me more than a week to come back here and formulate a response. So, for once and for all, hopefully more organized and more clearly stated, is what I want.

An email addressed to me comes in. Earthlink goes through the following steps, in this order:

1. Is it on my list of of email addresses I want blocked? If yes, discard it totally and the processing is done, otherwise go on to the next item.

2. Is it an email that fits Earthlink's spam profile? If no, put it in my Inbox, even if it's from an email address I haven't put on any kind of permissions list, and the processing is done, otherwise go on to the next item.

3. Is it from an email address that I have put onto a list of email addresses I still want to get email from even though some may identify it as spam? If yes, put it in my Inbox, otherwise put it in the Suspect Email folder.

The difference between Earthlink's current processing and what I desire:

I can specify a list of email addresses I want to get email from, even if Earthlink's spam blocker has identified it as possible spam, without limiting the email I allow through to email addresses on this list. At the same time, I can continue to specifically list email addresses I want to block (even if Earthlink's spam blocker doesn't consider these ones to be blocked).

I'm not asking for "zero false positives"; I'm only asking for the elimination of false positives that I know were previously identified as false positives - ones that I'm asking the original sender to re-send to me and have go directly to my Inbox - as well as ensuring that future emails from the same sender go to my Inbox.

Yes, I'm aware that I can have the emails in the Suspect Email box retained, but I really don't want to go there on a regular basis and scan those titles and senders, some of whose names disgust me. I want to do a pre-emptive strike.

At the same time, I don't want to anticipate every person on earth who may have a valid and (actively desired by me) reason for writing to me out-of-the blue and put such people on a list, whether it's in an address book or not, even if such people don't have to request being put on such a list.

Incidentally, in my years of emailing people, I think I've only had it happen to me once where someone made me respond to get my name put on a permitted email recipients list, and this was an email address at a large corporation. I have never encountered a situation in which I've had to get permission set for me to email someone's home email address. So, I suspect that very few personal email users avail themselves of such an option. The closest exception is that a couple of times, while emailing AOL users from my Earthlink or (predecessor Infinet) email address, I've been rejected because the person set the account to reject anything from outside of AOL.

Posted by: Email Guy   |   January 21, 2007 7:41 PM    |   (234)

I changed all the archive pages to .php instead of .html, in order to support some things I wanted to do on the site (like paginating this thread) and I guess I missed that link when I went through and edited them all. It is fixed now.

Yes, I think I understand what you describe. If something is incorrectly marked as spam by us, you want a way to make sure that it is allowed and doesn't happen again. In fact you'd like to be able to prevent it from happening in the first place, but that isn't possible since we don't provide a whitelist feature unless you also use the challenge/response. Although not foolproof, the "This Is Not Spam" button is exactly for the purpose of getting a false positive corrected if it does happen to you. Our false positives are very low, but when you report them they are examined and rules adjusted. This doesn't happen immediately, but it does happen. Unfortunately this has to be done globally as the same spam rules are used for all users, and you can't create your own on the fly. Such a system wouldn't be practical or even feasible on our scale, although it is sometimes used at the enterprise level (private company email system). Of course you could also use POP software (Outlook Express etc.) and do all your own filtering on your own computer and have complete flexibility to do what you describe. But when using Web Mail, you'll have to settle for slightly less flexibility in this regard since you are using a shared spam filter.

I believe this thread started because you did have a false positive (message incorrectly flagged as spam by us) but that is a very rare occurrence. I appreciate your suggestions, however, and if you have more on this subject please take it to the thread on spam that you reference above.

UPDATE: - I thought of one other thing that you need to keep in mind in thinking about this whole scheme. Our Known Spam filtering happens first, before we look at any user whitelist if one exists, and if a message is flagged as spam, it goes straight to the Known Spam folder and your whitelist isn't even looked at. You don't have a whitelist for Known Spam, only a way to report and correct false positives. The whitelist for the challenge/response only looks at messages that made it past that first filter.

Posted by: Email Guy   |   January 22, 2007 8:34 AM    |   (235)

Barb - Try clicking the Save button on the page with the forwarding settings (Preferences / Email Forwarding), and see if that helps. The setting could have gotten lost somehow. Then test it and let me know the results.

Posted by: RSLitman   |   January 22, 2007 11:05 PM    |   (236)

Thanks for taking the time to explain how the spam blocking works and how it would not be possible to implement what I'd like to have. I just want to clarify a couple of things.

You said, "If something is incorrectly marked as spam by us, you want a way to make sure that it is allowed and doesn't happen again. In fact you'd like to be able to prevent it from happening in the first place...." Actually, I recognize that if there's something about incoming email that makes it suspect, I won't be able to prevent it (being marked as spam) from happening the first time through. It's subsequent times when I want to be able to prevent it from going into the Suspect Email folder.

I did click on the "This is not spam" button when I had the problem I described earlier. I've wondered how effective something like this really is, but if you've ended up redefining something as a result of such submissions, then I'll accept that it is effective to a point. And I realize that if I'm the only person who flags such an email as not spam, it's not as likely to cause reclassification than if a whole group of us flag such emails.

You keep using the word "whitelist". I'm guessing - and please let me know if I've guessed correctly - that this is the list that people can keep of permitted email addresses. Regarding what you put in the paragraph headed "UPDATE" - Am I correctly getting the impression from this paragraph that even if an email address is on the list of permitted ones (which is what I think you mean by "challenge/response"), if the email itself fits a suspect profile, it will still end up in the Suspect Email folder?

Posted by: Rod   |   January 22, 2007 11:40 PM    |   (237)

Everytime I close out my mailbox (dsl) when it asks me to synchronize with the address book with the web, I get the same error that others have reported: "An error occured on the server while trying to synchronize the data. Error message: net.earthlink.zoo.zooexception: the address book system is currectly unavailable." Even though it has been reported, I wanted to pass it on for you to know others have this problem and I would like to find out if there has been any solution discovered. The last time I used web mail, I showed a blank in my address book when I should have over 200 contacts as in my local version. I just checked now though and it is OK. I just wonder when I will ever be able to synch again. Thanks.

Posted by: Email Guy   |   January 23, 2007 8:26 AM    |   (238)

RSL - The "whitelist" is a list of the email addresses that appear in your Address Book and is used to bypass spamBlocker on High. It is also referred to as the "allowed sender list". When I use the term challenge/response, that is describing the spamBlocker on High feature, and means that senders not already allowed are sent an autoreply (challenge) that they must respond to. When you turn on the High setting, the "whitelist" determines which incoming emails go to your Inbox, and all others go to the Suspect Email folder and also generate the autoreply if you have that turned on.

In answer to your last question, no. An address on your allowed list should never end up in the Suspect Email folder. It will go straight to your Inbox, but in the rare case of a false positive by the spam filters, it could go to Known Spam, since we process incoming messages through the Known Spam filter before looking at your whitelist. This reduces the number of messages to be matched against users' whitelists by greater than an order of magnitude, which is why they are processed in that order. More than 90% of incoming email is Spam.

Rod - I have referred your account to our Address Book folks to investigate. I think the sync problem is fixed now.

Posted by: Deena   |   January 23, 2007 3:23 PM    |   (239)

I am only using webmail right now. My earthlink acct has worked fine for years. Recently, however, my son's teacher has found that my emails are bouncing back as undeliverable. I have heaps of room in my mailbox, so that is not the problem. She has the correct address, so that is not the problem. Others email me just fine. The teacher and I had no delivery problems until recently. My husband (using yahoo) still gets his emails from her just fine.

I realize you may say that this is a problem with her provider, and not earthlink, but I am at a complete loss on what to do/suggest to her (and she is sure the problem is on my end). She uses hotmail and whoever provides for our public schools - since I can't see her inbox, I can't be sure if this problem is with one or both of her accts. It is definitely true with hotmail.

Any suggestions?

Posted by: Gigi   |   January 23, 2007 5:25 PM    |   (240)

1) a session timed out yesterday within 1 hour and it's set to stay on 8 hours - I lost a long email I was composing (so that problem still isn't fixed)
2) a friend frequently sends me jokes, etc. that don't appear on the message, yet he sends himself the same one and it works for him and others. We both use Macs so it's not a compatibility issue. I only use webmail and don't open them in outlook, etc. - is that the problem?
3) why isn't there a "forward" option for email that's in the Suspected Spam file - I have to move it to the inbox and then the contact gets added, then I forward it and then I have to go back to contacts and remove it from the address book. At the very least there should be the option to move it to the inbox without adding the address.
4) I agree that the "sign out" should be at the top and large and easy to locate!!
5) Is it possible to have email messages automatically directed into a folder?

Thank you!

Posted by: Email Guy   |   January 23, 2007 6:47 PM    |   (241)

Deena - If you can get me a copy of the bounced message showing the error then I'll be glad to investigate it. It should tell them the reason right on the bounce, but I can find out why it is happening. I'll send you my email address.

Gigi - Check the drop-down list of actions in the Suspect Email folder. You do not have to add a contact to move the message. The exact option you describe is in that list.

It is not currently possible for you to define a filter that puts certain incoming messages in a folder you specify. We plan to add that feature this year.

Posted by: ken Canterbury   |   January 23, 2007 7:26 PM    |   (242)

Previously I was able to call up earthlink.net.webmail and go directly to those mails yet to be moved to my PC. This allowed me to delete the vast majority without needing the download.

Now I cannot make that entry and review my files. Has the system been changed and if so, how can I review the files now. I am not very computer literate, so your instructions must be in the very basic language.

Posted by: William Lampert   |   January 24, 2007 9:37 AM    |   (243)

stated simply first because sometimes too much information clouds the issue

Using Earthlink TotalAccess to check email, Email is checked and put into inbox. Within seconds the outbox is full of the same messages forwarded to my own email address to be received as new mail the next time it's checked .. only to be again forwarded to my own email address .. to again be received. To break the loop requires going into the web mail box and removing the messages before they are received via the pop3 client.

This appears to only happen with new mail each day, however that is not 100%

Steps taken:
disabled all spamblocker/virus options - no effect
checked all forwarding settings - all off, no effect.

I'm lost

Posted by: Email Guy   |   January 24, 2007 10:19 AM    |   (244)

Ken - No, nothing has changed on how you access Web Mail. You should be able to click on Web Mail at the top of any page, or just type webmail.earthlink.net in your browser.

William - It sounds like you have forwarding set up in your POP software, not on our server. Your software is retrieving the messages, then immediately sending back out to you again. This could be in Total Access, or in any other POP software you are using. In Total Access, click Tools / Set Email Forwarding. If you have no Forwarding settings appearing in the Preferences in Web Mail, then there is nothing else that could cause this to happen. It is set in one of the two places.

Posted by: William Lampert   |   January 24, 2007 10:44 AM    |   (245)

Email Guy,
thanks for the quick response. Taking things at face value of only two locations for forwarding to occur, I was forced to rethink probable cause .. and found the solution to be simple human error on this end.

In case someone else creates their own trap, I will tell my fallacy:
an email filter set up to forward all message from anyone in my contact list to my own email - thus creating the forward loop.

my apologies for any lost minutes responding to me :)

Posted by: tom tcimpidis   |   January 24, 2007 5:30 PM    |   (246)

One problem that has been with us for years is that the challenge/response system does not work if the email goes through a forwarded. For example, I forward mail that comes to my domain on to Earthlink... However, mail thus received by earthlink never generates a challenge/response from earthlink, it simply is deposited in the suspected spam folder. (Akamail.com users report the same problem.) This is a pain and despite requests from myself and others (which have never even been answered), this has never been fixed. Is there any hope of having it looked at and rectified?

Posted by: Carol T.   |   January 24, 2007 7:08 PM    |   (247)

I cannot receive confirmed attachments from one of my business partners. Is earthlink filtering their attachment?
It use to show up as a ? now nothing shows up. I'm on a Mac OS 10.

Posted by: Email Guy   |   January 24, 2007 10:29 PM    |   (248)

Tom - I totally misunderstood your question at first and posted a response, then deleted it, so if you saw it then disregard it. It was only up about five minutes while I reread your question.

So if I understand you correctly, you are saying that a message is delivered to the Suspect folder without generating an auto-reply. Let me do a little research, but I'm pretty sure that is not the case, something else is happening.

Carol - It isn't filtered or blocked, but if you are using Web Mail, then there are cases where some attachments sent by Mac Mail won't show up in Web Mail due to a MIME-type problem with those messages viewed in Web Mail. But the attachments are still there. Downloading those messages using regular email software should show you the attachments.

Posted by: Email Guy   |   January 25, 2007 8:29 AM    |   (249)

Tom - I've looked into your report, and confirmed the behavior you describe. It appears there is a rule that prevents these messages from generating an autoreply. The reason for it isn't that the message was forwarded per se, but these messages are falling through a rule that is there for other good reasons. When the "To" header in the message (or CC) is different than the envelope recipient (the mailbox we are delivering it to) then this usually indicates a case where an autoreply would not be appropriate, such as a list server. It also is a technique often used by spammers, where they deliberately put an address on the To line that is different from the real recipient. You can read more about how that works in a prior post on this blog.

So to handle the case you describe, we would have to figure out how to identify that specific scenario and differentiate it from the cases that should not get an autoreply. I've started some folks looking into it. There may not be a solution, as we definitely don't want to send auto-replies to list servers. Frankly, your situation is outside of the intended use of the feature. How would we know who to send the autoreply to? The original sender, or the forwarding account? What if it was forwarded multiple times? The auto-reply should go to the one that actually sent the email to us, but that would create a forwarding loop in your case. So there isn't an easy solution, and there is not even a way within the SMTP protocol to definitively identify that a message was forwarded.

You will probably have to live with this as it is, but at least you know about it and know how to adjust for it.

Posted by: lydia langston   |   January 25, 2007 2:03 PM    |   (250)

I received advise from Earthlink that mail was undeliverable either because it is too long or it is damamged and I could find out who it was from by clicking webmail.earthlunk.net and then go to. the "undeliverable mail" site. This doesn't seem to produce any results so NOW WHAT?

Posted by: Norbo Norebo   |   January 27, 2007 10:59 AM    |   (251)

A friend of mine in Florida asked me to send him a picture of me. So I took a picture of myself with my cell phone and sent it from the phone to his e mail adress in florida. He said he did'nt get it. Even when I told him to check his spam filter. So I used an different strategy. I sent the picture to my own e mail adress and it was in the spam filter with attachments. I clicked on the attachments and it materialized. I used the reply feature , putting his e mail adress on the reply and sent it to him What he got was the frame without the attachments. So he had nothing to click on to get the picture. How do you send a picture taken with a cell phone to someone's e mail.

Posted by: Email Guy   |   January 27, 2007 4:17 PM    |   (252)

Norbo - Instead of using "Reply", use "Forward" and select "As Attachment".

Posted by: Louise Arnold   |   January 27, 2007 4:51 PM    |   (253)

I would like to get OUT of WEB mail but don't know how and have been unable to find out. I just want my mail to come directly to my address.

Posted by: Email Guy   |   January 28, 2007 8:19 AM    |   (254)

Louise - Web Mail is not another mailbox, it is just a way to view the same mailbox that you access using any other software. If you want to use other email software, Web Mail does not interfere with that in any way, whether you continue to use it or not. Be sure to read this article about how they work together.

Posted by: Phil   |   January 29, 2007 8:50 AM    |   (255)

This is a followup to post 221. Thanks for the information. My graph showing usage did not change after you posted that you had fixed it, but convinced that the mailbox would not work until I deleted some email I did so. As I deleted email I noticed that as I deleted large sent emails the graph did not change even after I deleted the sent email from my trash. This morning I forwarded a 3M email and deleted it from my inbox, again here, the graph did not change even after I deleted the email from my trash.

Two thoughts. 1) It appears possible that an attachment is only counted by the graph once, even if it is attached to an inbox item and an outbox item. This makes sense, as there is no need for two copies of the same file. 2) This opens the door for the theory that the mailbox quota system adds up the total size of all emails in all folders (inbox, outbox, drafts, trash, etc.) and compares the total to the quota. This would account for the difference between the graph and the quota. If observation #1) is true, and there is only one copy of an attachment, then the calculation in #2) is not an accurate or equitable representation of space used.

Just a theory from a user, but try it on and see if it fits.


Posted by: Email Guy   |   January 29, 2007 9:03 AM    |   (256)

Phil - using the email address you provided with this post, I have again rebuilt the mailbox index. That means that whatever you see on the quota bar in Web Mail right now, is correct, but does not mean it won't get wrong again, as you may have found a flaw that breaks it.

When you say you deleted something from the Trash, do you mean that you actually "emptied" the Trash, or that you deleted a single message by selecting it. Try doing an "empty trash" in your test.

Web Mail has no way to know that two attachments in two separate emails are identical and then somehow share them, it is two completely separate files and both are counted in your quota. It isn't possible to extract and share a portion of a message; in an email message attachments are not separate files, the entire message is a single MIME encoded file with all the parts in it. You can see this by using the View Email Source feature in Web Mail. You'll see your attachment part in there as a big string of text.

As I mentioned before, the display in Web Mail is not used to detemine quota at delivery time in order to accept or reject new messages. That mechanism is reliable and should only reject new messages if your mailbox is actually full. It is only the Web Mail display that can occasionally get out of sync.

Posted by: Poorna   |   January 29, 2007 1:35 PM    |   (257)

Is there a setting in webmail that clears the cache (previous viewed mails from history) automatically after logging out of the email account... without closing a browser? Currently unless u clear the cache via browser options or close the web browser...one can view the email contents even after logged out by going back(back button). It would be nice to clear them once the user logs out.


Posted by: Raymond   |   January 29, 2007 9:01 PM    |   (258)

Why can't I open attachments that are sent to me (trusted sources)? I have reviewed my options and I don't see anything in there that refers to attachment settings.

Posted by: JP   |   January 29, 2007 10:29 PM    |   (259)

When I try and forward to 6 or 7 of my friends it wont go and
says because of an illegal address, which is nonsense. I then have to
go back and send them one at a time and then they go
what's up with this?

Posted by: Scarlett   |   January 30, 2007 3:06 AM    |   (260)

I cannot get into my web mail or access mail, because there is some problem. How do I change the cookie setting? I don't remember where I set it the first time.

Your help is appreciated. But how do I get to this answer if I can't open my emails?

The statement comes up that a firewall is blocking or something about a cookie.


Posted by: Email Guy   |   January 30, 2007 8:23 AM    |   (261)

Scarlett - Web Mail requires that you allow cookies from that site or it will not let you in. A session-only cookie is required for proper operation of Web Mail, and it is deleted every time you close your browser or log out from Web Mail. The session cookie is required for your protection, and lets only an authenticated user access your mailbox and messages. The warning you are seeing is telling you that you are blocking the required cookie, either with a firewall setting or with other security software running on your computer. You will have to change those settings to use Web Mail. You can still, however, check your email using any POP software like Outlook Express or Total Access Mailbox.

Note that you will have similar problems from just about any Web Site that requires you to log in, if you block cookies from those sites.

JP - Something in your list of addresses is punctuated or formatted wrong, causing this error. If you would send me the list copied exactly from when you see this error, I'll point out the problem to you, or knowing this is the cause you can probably narrow it down yourself. You can send it to the feedback mailbox in Web Mail by clicking the Feedback link.

Raymond - I'm going to need a little more information. What do you mean by "can't open attachments"? You are correct that there are no settings in Web Mail that can affect this. If you are using Firefox 2.0 there is a known bug requiring you to first save attachments, and that will be fixed in a couple of weeks.

Posted by: Robert Landau   |   January 30, 2007 3:05 PM    |   (262)

MY email messages are not coming in order. They are being scattered tho out my previous retained mess. What can I do to correct this ... This has been going on for the past 2 days

Posted by: Email Guy   |   January 30, 2007 10:33 PM    |   (263)

Robert - Messages in the Web Mail Inbox are always displayed in the order in which they arrived in that folder, whether newly delivered or moved there by you. This is not always the same order as indicated by the Date header, which is set by the sender of the message. The Date header is usually the time the message was sent by the sender, but that also depends on their computer clock being accurate if they sent it with email software on their computer. Furthermore, messages are not always delivered over the Internet immediately, and could be delayed somewhere in transit. So the sender's Date header isn't a reliable method of ordering messages by newest to oldest. However, clicking on the top of the Date column will let you sort them that way too.

Some email software will show you the delivery time in the Date column, rather than show the actual Date header from the message. This can be confusing when you view the actual message and the Date header is not the same as what you see in the date column in your email software. So we've chosen not to do it that way. We show you the actual Date header set by the sender, but the messages always appear to you with the oldest on the bottom and the newest on the top, according to when they were actually delivered. We think this is much better than showing newly received messages somewhere other than at the top of your list. With our method, you can be sure that the top message in the list is in fact the last one to arrive.

Posted by: Brad Sharp   |   January 31, 2007 12:52 AM    |   (264)

Dear e-mail Man,

I cannot access my addresses in order to forward a message. I must type in each addressee to forward the message. This just started after I installed Windows Live One Care. I called for help and got a very poor phone connection, and I think he was in India, and he said he would call back, but did not. Then 'addresses' started working for about a day and has now stopped again. Please help me if you can.



Posted by: Judy   |   January 31, 2007 10:38 AM    |   (265)

Why does SpamBlocker get turned off on its own periodically? This happens every so often, most recently today (for the third time in a week), in any one of the 3 email accounts I use. The Suspect Mail folder isn't shown, and in the Folder List, SpamBlocker is shown as "(Off)", but when I go into the Settings page, it shows the settings I've selected (SpamBlocker HIGH, default message off, SpamBlocker list daily), so I save the changes (even though I haven't made any changes) to get this restored. This is clearly a bug, but is there any way I can prevent it from recurring? I check the Suspect Mail folder several times a day, so can catch it quickly, but it is annoying. Thanks for listening.

Posted by: Email Guy   |   January 31, 2007 10:52 AM    |   (266)

Brad - There are two ways to access addresses when you are sending a message. Clicking on the "To" link should bring up a popup window with your list of addresses. If this is not happening, then you have something blocking popup windows. The other way is to use the autocomplete feature, where you just begin typing an address in the box and a list will appear for selecting from matching addresses. This is enabled in Preferences / Web Mail Options and is on by default. Both features are working with all browsers, so if neither is working for you, I would check for a conflict with any security software you might be running on your computer. There are a few tips you might try in this post (see number 3).

Judy - The setting is just appearing wrong to you at login time occasionally, due to an error retrieving your current setting. There is no need to resave it, and the setting is never actually changing. You have seen this yourself when you go to the Settings page. We are working on the reason for this sometimes not showing up right.

Posted by: Cynthia   |   January 31, 2007 2:16 PM    |   (267)

How do I set my time in web mail? My computer clock is correct but I notice that when I send an email the time it claims it was sent is most inaccurate. How can I set my webmail time clock to the correct time here and now?


Posted by: Frances Firestone   |   January 31, 2007 4:54 PM    |   (268)

Hi - Can't seem to find the answer, so thought I'd try you E-mail guy! I received some information that I wanted to forward to a networking group. The information was sent to me via e-mail and I could read it fine. I forwarded the information and received a response requesting that I reformat the text into real text rather than html as it was too difficult to read. How do I reformat text within an e-mail to real text rather than html?

Thanks for any assistance you can provide!

Posted by: gapman   |   February 1, 2007 4:17 AM    |   (269)

You did not address Dee's issue. He and I are having the same problem that cropped up mid-December. WebMail seems to have ceased to be compatible with my Mozilla browser with respect to accurate appending of attachments. They all are translated to have the prefix "null/x". After that happens Word will not automatically be launched upon clicking the attachment. This is a real problem for recipients of emails from me with ".doc" attachments.

Posted by: Email Guy   |   February 1, 2007 8:30 AM    |   (270)

Frances - After clicking on Reply or Forward to open the message, look at the top and click on Plain in the toggle for "Plain | Color and Graphics". This will change the message back to plain text. Anytime you reply to an HTML message, the default mode will be HTML for your reply (or forward). You have to make the change before you begin entering new content.

gapman - Yes, I answered Dee in comment 220 of this thread. The "null" being prepended to the filename is harmless (but fixed in the upcoming release) and is unrelated to the issue of opening the file. Using Firefox 2.0 you will be presented only with a Save option and not an Open option. Once you save the file it will open fine. But the fix to open-on-click is also fixed in the upcoming release. Look for it in 2-3 weeks. In the meantime, just save those files and then open them normally.

Posted by: george mchenry   |   February 1, 2007 10:27 AM    |   (271)

Why can't an e-mail be forwarded except for only one place. Seems like you should be able to forward something no matter how many times it has already been forwarded, especially the last forward where the message is. Make sense? Thanks, and appreciate all your help.

Posted by: Email Guy   |   February 1, 2007 11:09 AM    |   (272)

George - I don't understand the premise of your question, as any email can always be forwarded regardless of the path it took to get to you or if it was forwarded before. It is just like any other message. Click on Forward, put in one or more addresses, and send. The same is true if you are asking about automatic forwarding that you set up in your preferences. It will act on all messages, without regard to how they got to you. The sole exception is that we do not allow you to automatically forward back to yourself, which would be a useless loop. But you can even do that manually.

Posted by: RSLitman   |   February 1, 2007 10:32 PM    |   (273)

Under Web Mail Preferences, I've set up my sort order to be Descending by Date. When I am reading messages one by one, clicking on Next gives me what I consider to be logically the Previous message and vice versa. I thought maybe this was because I had chosen a non-default sort order and that in the interest of keeping things simple for the Web Mail programmers, Next only gives the actual Next message when the default is chosen.

However, I just went back into Preferences, and it turns out that Descending by Date is the default! So how come when I am reading messages and click on Next, I actually get the Previous message?

Also, the Previous button, which I use a lot more than the Next button because of my chosen sort order and the way these two buttons work, is dangerously close to the Delete button. I'm not always very coordinated when it comes to clicking my mouse, and I am always worried that I'm going to hit Delete instead of Previous.

So, to summarize:

1. Why does "Next" give me the previous message when I click on it while in Descending by Date sort order?

2. Can some consideration be given to moving the Delete button away from the Previous button?

Thanks for anything you can do regarding the above.

Posted by: Email Guy   |   February 1, 2007 11:13 PM    |   (274)

RSL - the Next button always moves to the next message downward in the displayed list, regardless of the order. The Previous button always moves upward one message in the displayed list, regardless of the order. They have nothing to do with the chronological "next", they just navigate up and down a list.

Posted by: George   |   February 2, 2007 3:00 AM    |   (275)

Webmail via wireless connection?

Mr. Email Guy:
When I use the wireless connection to my laptop, webmail is very unreliable. Sometimes, it works well. More often than not, it doesn't. If the webmail login page even opens, the browser will just sit, trying to sign on with my username and password, until I get a timeout message (I think its choking during SSL negotiation). Funny thing is, using the wired network, everything works well! I've tried everything I can think of (uninstalling virus protection, disabling firewall, playing with SSL and cookie settings, updating the driver for my wireless chipset, updating java, I even bought a new wireless access point) no help. It sure sounds like a firewall/virus protection type issue, but why does my wired connection always work?!?

Every other web page I go to seems to work fine. Any help would be most appreciated!



Posted by: Email Guy   |   February 2, 2007 10:02 AM    |   (276)

George - You mentioned SSL. Do you have the Secure Session option in Web Mail turned On in the Preferences? If so, be aware that most non-IE browsers will not cache anything with that setting turned on, including the many little images and icons in Web Mail. This results in many more requests to the server and will cause a flaky wireless connection to choke a lot quicker. Other than that, not being familiar with your setup I can't really help you fix this connection problem, as this isn't a problem with Web Mail. The service behaves exactly the same on our end regardless of how you are connecting to it. If you do have the Secure Session turned On, try it Off and just use the WEP encryption built-in to your wireless device to protect your traffic. Additional SSL on top of that is not needed to keep nosy neighbors out.

Posted by: rbengel   |   February 2, 2007 10:45 AM    |   (277)

Hi Gary: I had Earthlink dial-up service and recently went to broadband with another company. When the broadband service was installed I lost my ability to access Earthlink Total Access mail (I could receive/send new mail via webmail). I used to be able to access my addresses and old email by opting to work "offline" on Total Access Mail. Once broadband was initiated I lost my ability to work offline with Total Access. All of my addresses and old email from my other e-mail accounts migrated to Microsoft Outlook except for my Earthlink accounts. I have sought my old email on my C-Drive, found them but pretty much have gibberish. At this point how do I recover my Earthlink email addresses and old mail. Thank You.


Posted by: Email Guy   |   February 2, 2007 11:32 AM    |   (278)

rbengel - First, you can access your EarthLink maibox regardless of who your connection provider is, there is no need to work offline. Your Total Access Mailbox would have continued working, as would any other email software you are using. The connection doesn't matter at all. Just start the Mailbox directly from your Start menu, instead of trying to use the Total Access control panel, which is also a dialer.

It sounds like you may have uninstalled the Total Access software but still have the email files. Just reinstall the software, and it should be able to read those files just fine. Those files are not compatible with any other email software. Before reinstalling, check your Start menu for Total Access and then Mailbox under that. Just launch Mailbox. If you do need to download it again, get just the Mailbox part here.

BTW - no Gary here. I'm John, aka Email Guy on the blog.

Posted by: Roy   |   February 2, 2007 12:31 PM    |   (279)

This applies to Web Mail and mail on my Earthlink.
Is there a way to program that once a message has been opened/read in my inbox that it no longer shows on the inbox count total?
In other words, once a message is read it would be nice to be able to leave it in the inbox. When I go to my Earthlink it shows say 5 messages that I have already read. I made a folder labeled READ to put them in but it's a pain to have to move every message.


Posted by: Email Guy   |   February 2, 2007 1:12 PM    |   (280)

Roy - There are three pieces of information about message counts that the folder display gives you. The number beside each folder is the total messages in that folder, without regard for the read/unread status. Then there is a "new" indicator that appears only beside folders that have unread messages. Note that there is a bug where this doesn't appear on the folder you are currently viewing, but that will be fixed very soon. And lastly, if you hold your mouse over the folder name, it shows you the number of unread messages in the folder, and the number of already-read messages.

Posted by: Bill Feiereisen   |   February 2, 2007 1:53 PM    |   (281)

You'll see from my email address above that I own the domain for my name and my public email address is based on that. I did this so that I have a permanent email address, no matter who hosts the email account behind the name. Earthlink has hosted my domain and email for years and bascially I'm happy with you guys, but I have one pet-peeve that I wish you would fix in Webmail. I can't change the preferences for sending mail so that it appears that it comes from my permanent address, rather than the hidden earthlink address behind it. This confuses everybody as it puts a second unexplained address out there for everyone to see and screws up postings to email lists, etc.

Could you please add an option to Webmail to fix this?

Posted by: Email Guy   |   February 2, 2007 2:29 PM    |   (282)

Bill - I understand your need to do this. However, you will need to use email client software like Outlook Express or any other desktop email software, in order to change your From header to show something other than the account you are sending from. We don't allow that in Web Mail, and there are reasons we can't. Other features depend on that header accurately reflecting the sending account. So we have to control it.

That said, you can set the Reply-To header in Web Mail, which most email programs will use for replying to your messages. That setting is in the Preferences under Web Mail Options.

One last note - be aware that even if you set your From header to something else, virtually all email systems will still show the true sending account in the Return-Path header. That isn't normally displayed in most email software, but it is there and can be viewed.

Posted by: RSLitman   |   February 2, 2007 6:16 PM    |   (283)

Regarding your response #274 to my post #273 - Thanks for the explanation regarding the Next and Previous buttons, even though it doesn't seem to be logical to do things this way. Please, no more explanation needed on this subject. I'm moving on.

However, you didn't address my other issue, the big Delete button being fairly close to the "Previous" link. Would it be possible to consider a redesign in which these too are not that close to each other in the future? Thanks for any light you can shed on this.

Posted by: Paul Cline   |   February 3, 2007 10:39 AM    |   (284)

When replying to an email, my signature as set in Preferences, appears at the bottom of the message I'm replying to, ie, the bottom of the page, and not at the end of my message. Is this the way it is supposed to be?

Posted by: Email Guy   |   February 3, 2007 11:04 AM    |   (285)

RSL - Yes, it is being arranged more usefully in the new design coming this Spring.

Paul - Yes, that is as designed but it isn't ideal. I'd like to move it above the original content.

Posted by: Matt   |   February 3, 2007 4:13 PM    |   (286)

When signing into WebMail beside my own e-mail address there is a collection of other addresses that over the years other have tried to use. How do I delete all those old and somethings odd entries from the sign-on area? Thanks

Posted by: Email Guy   |   February 3, 2007 4:34 PM    |   (287)

Matt - That is saved by your browser, not by Web Mail. Look in your browser settings for the option used to save form entries, and there will be a button there to clear the saved entries. If you are using IE, it is under the Content settings.

Posted by: ona fuller   |   February 4, 2007 10:49 AM    |   (288)

technically challenged.
simply trying to send message to GROUP i've created. ( i think.)
the group does NOT appear in my address book. shouldn't it?
HOW CAN I SEND TO ENTIRE GROUP instead of inputting separate names to send an email?
plz help.

Posted by: Betty Kopp   |   February 4, 2007 1:39 PM    |   (289)

I like to copy and past received messages that contain graphics into a new message, but when I do the graphics are not there, just the box they were in. I have done this successfully for years with another server. Is there a way to do this with Web Mail?

Thanks, Betty

Posted by: Peg O'Hara   |   February 4, 2007 4:41 PM    |   (290)

Rob Pegoraro's column in today's Washington Post is titled "Beware the Unencrypted Inbox." A questioner says, "When I log into my Internet provider's webmail page, I don't see the usual lock icon. Isn't it dangerous to send a password over the Internet without encryption?" The answer is yes. If a company transmits users' passwords as clear text, eavesdroppers can collect this data and use it to start breaking into people's accounts. My question is: Does Earthlink encrypt its webmail page or not?

Posted by: kate   |   February 4, 2007 10:04 PM    |   (291)

Hello, When I am about to sign into my WebMail it asks for my e-address - when I beigin to write it it will automatically click the address in but the address is mis-spelled. I do not know how to delete the two mis-spelled options which appear below it as alternatives so how can I get rid of the mis-spellings and make my correctly spelled address always appear??
Thank you for your time. kate

Posted by: Email Guy   |   February 5, 2007 8:48 AM    |   (292)

Ona - When you create a group, the name of it appears in the Name column on your address book page, and you will see "multiple email addresses" shown in the Email column. When you are in the Write Message view, simply click the To link and your Address Book list will pop up, and you can click on the group name. Doing so will put all the addresses in that group into the To line of your message. The groups in that list have a special icon different from the individual contacts, so you can easily spot them.

Betty - I just tried that with several different emails and it worked fine. You have to be sure to select "Color and Graphics" at the top before you paste the content. I don't doubt that there are some kinds of emails where this won't work, as the structure of emails you receive can vary a lot. If you could give more details, and perhaps an example, I'll be happy to look into it.

Peg - Yes, your Web Mail login is always encrypted and secure and the password is never sent in plain text.

Kate - That is your browser's autocomplete feature and isn't done by Web Mail. In your browser find the setting for saving form entries, and you will be able to clear those entries there.

Posted by: marlene gitersonke   |   February 5, 2007 9:00 AM    |   (293)

in my known spam e-mail i have the graph that shows e-mal in the past i cannot find how to eliminate this graph

Posted by: Email Guy   |   February 5, 2007 9:06 AM    |   (294)

Marlene - click on spamBlocker then Settings. You will see a setting there to "Delete Known Spam Immediately" and it is turned On by default. That results in you seeing a graph showing how many were deleted for you in the past 14 days. If you turn that setting Off, you will then have a normal folder with the spam messages in it, and no graph. The messages will be saved for 10 days or the most recent 100 spams, whichever comes first.

Posted by: Paula   |   February 5, 2007 1:34 PM    |   (295)

How can I keep Earthlink from opening the next message? I prefer to open some messages quickly and then open others later. Thanks!

Posted by: Dorothy   |   February 5, 2007 2:14 PM    |   (296)

When I get an email with an attachment that's a pdf file Webmail opens it as a MSWord document. This happens whether I tell it to open the file or save it to disk and I then open it. I can open pdf files from the web. What is the problem? Is it Webmail or Adobe or a problem with how the sender is sending it? This has happened with different senders but I don't know what email system(s) they have used.

Posted by: Email Guy   |   February 5, 2007 2:17 PM    |   (297)

Paula - the easiest way is to turn on the preview pane. Look at the upper right of your Inbox for that setting. If you are not using the preview, then when you are viewing a message you have the choice at the top of clicking Next, Previous, or Back To Inbox. If you delete the message, the next message will take its place, so I imagine that is the specific case you are referring to. I plan to add a setting in Preferences so that you can change that behavior to return to Inbox instead of viewing the next message.

Dorothy - If the file indeed ends with .pdf but your computer still opens it with Word even after you save the file, then this means you have set your operating system to open that file type with Word instead of with Adobe Reader. This is unrelated to using Web Mail. I'll describe how to correct this and assume you are using Windows XP. To fix this, right click on the saved file (not in Web Mail) and select "Open With" from the menu. If you do not see Adobe Reader displayed, click on "Choose Program". When the list of programs comes up, select Adobe Reader. Check the box to "Always Use the Selected Program". Click OK. Your computer is now set to open .pdf files with the right program.

Alternatively, you can reinstall Adobe Reader and it will fix itself.

Posted by: william humphrey MD   |   February 5, 2007 3:46 PM    |   (298)

the e-mails that I receive from a paticular sender is stripped of any attachment that she sends. I have tried another E-mail address and the attachment comes with that address. How can I begin to get the attachments from her. All other attachments from other senders gets though.

Posted by: jim Williams   |   February 5, 2007 6:35 PM    |   (299)

I want to change my password. Please tell me how to do it!

Posted by: Email Guy   |   February 5, 2007 6:47 PM    |   (300)

William - we are aware of an issue where attachments sent specifically from Mac Mail on an Apple computer, can sometimes have this result in Web Mail. Hopefully that incompatibility will be fixed soon. I'm not aware of any other cases that would behave as you describe.

Jim - this falls in the category mentioned in my rules (#3), of looking for your answer through normal channels first like the Support site, Web Mail Help, Live Chat, phone support, and numerous other places where the answer to your specific question is readily available. We have thousands of support agents eager to answer this question for you. I'm just one guy. But since I'm in a good mood: click My Account at the top of any EarthLink page (including this one). Log in there and you can change your password.

You used up my last answer to this question, the next person gets deleted. :-)

Posted by: Sharon Prassa   |   February 5, 2007 8:14 PM    |   (301)

Is there a setting for Web Mail to automatically check for new messages as they arrive?
Thank you.

Posted by: Sherry Stanley   |   February 5, 2007 8:39 PM    |   (302)

How does one send a link using webmail?

Posted by: Elena Farinas   |   February 5, 2007 10:25 PM    |   (303)

Hi Email Guy, Is it possible to transfer and direct emails from my [deleted]@hotmail.com and [deleted]@msn.com to my new earthlink.net so that I can cancel my membership from MSN/Hotmail.com? I have had this email for a very long years that it will take many hours for me to forward notice of changes to earthlink.net. Thank you for your prompt reply.

Posted by: Email Guy   |   February 5, 2007 11:09 PM    |   (304)

Sharon - at this time there is not. Howewer, We plan to add that feature this year, and we'll be one of the first Web Mail sites to have an automatic interval check. That feature is usually only found in POP software (installed on your computer).

Sherry - simply type or paste in the address. Almost any email reader (including Web Mail) will recognize a valid URL and will make it clickable when viewed.

Elena - email sent to those addresses is completely controlled by MSN/Hotmail. I'm pretty sure they don't offer automatic email forwarding at all, even on their paid accounts. If they do, then you will have to set up forwarding to your new account and keep paying them for as long as you need that in effect. If they will set it up for you on the lowest paid level, it will cost you 20 bucks for a year. I'd call them and ask.

Posted by: Abbey Strauss   |   February 6, 2007 1:11 AM    |   (305)

From Web Mail, I send notices to a list serve. The domain uses Earthlink as the ISP. In the past, the subject that appeared at the recepients mail box matched what I wrote. But in the last few months, the Earthlink software inserts the list-serve email address on the subject line, pushing what I wrote to the right. For example, it used to be "Subject: Meeting date changed". Now it shows up as "Subject: (mylistserve@mylist.org) Meeting date changed." How do I get it to not insert that extra information into the subject line? Is it something in the WebMail program, or in the list-serve program?

Posted by: Henry   |   February 6, 2007 3:15 AM    |   (306)

How do I download my sent folder messages to my home computer? If so, how can I direct them to go into my Outlook (2002) Sent folder automatically?

Also, is there a way to control how my inbox gets sucked into my Outlook Inbox? Specifically, can I stop it from downloading the most recent mesages (either by time or number)? I'd like to keep the last couple of week's messages available on-line, but not have to play games with clicking "work offline" in my Outlook when I think I've downloaded enough.


Posted by: Email Guy   |   February 6, 2007 8:44 AM    |   (307)

Abbey - EarthLink is not altering your Subject line, that is happening on the other end. We send out exactly what you enter. We may be the ISP for the listserv owner but they run their own list software, and it is not controlled by EarthLink. UPDATE - I checked, and we don't allow domain hosting customers to run any listserv software on EarthLink servers anyway, so that list is hosted elsewhere.

Henry - To download the Sent folder from Web Mail, you must move those messages to the Inbox, retrieve them with your Outlook or other software (POP software can only see the Inbox), then you can move them into a new folder in that software. In Web Mail you may want to change the messages-per-page setting to 200 in Preferences so that you can move them all with a couple of clicks. Then in Outlook you should be able to move them with a single action by selecting them all.

To instruct Outlook 2002 to leave messages on the server for a specified time period, click Tools / Email Accounts / Next (view or change) / Change / More Settings / Advanced. In Outlook Express go to Tools / Accounts / Properties / Advanced. Both programs let you specify how many days to leave messages on the server. While they are on the server they will be visible in Web Mail.

Posted by: Lisa   |   February 6, 2007 11:17 AM    |   (308)

Suddenly, the autocomplete function for the "to" field on outgoing messages stopped working. When I start to type a name, I get a message saying "address book loading," but then nothing ever happens. I have to type the address myself, or click on the name from the open address book. Not life-threatening, but VERY annoying. Help? (I tried weeding out my address book: didn't help.)

Posted by: dano   |   February 6, 2007 12:41 PM    |   (309)

how come when i click on printable view, after i get the printable view there's no print button anywhere....dont say click on the printer icon on the taskbar, that only gives me the status of my printer. second q...if i want to save a email in a temp file.....how please

Posted by: Cindy   |   February 6, 2007 1:35 PM    |   (310)

Why can I only send 3 attachments at one time? I have several small files that are less than 10 mb but I don't want to send several emails to the same person just because of the limited lumber of attachments.

Posted by: Frank Gough   |   February 6, 2007 4:32 PM    |   (311)

insome intance I receiive email the last letters on right side dont print. This is annoying. It only happens when I print the message

Posted by: Bill Tantau   |   February 6, 2007 6:11 PM    |   (312)

Pray tell, why is my WebMail asking for sender's addresses to be added to my address book when they are already there?? This is a new quirk.

Posted by: Email Guy   |   February 6, 2007 6:38 PM    |   (313)

Lisa - I think this was a temporary thing that should have fixed itself on your next login. If that is not the case, report it here again.

Dano - Printing is handled by your browser, use the Print button or File/Print in your browser. The "Printable View" in Web Mail is just to put the message on a full page by itself so you can print it.

Cindy - We will be changing that to allow more soon. In the meantime you can either use a zip file or you can send many attachments at one time using another email program like Outlook Express in those cases when you need to send a lot of files at one time.

Frank - This is controlled by your browser, and it is a well-known problem with Internet Explorer. IE7 fixes most of the trouble. For IE6, you can sometimes get acceptable results by using the Print Preview feature and adjusting the page setup. You can also search Google as there are some add-ons that help with this problem.

Bill - There is a bug that caused this feature to become case-sensitive since mid-December, and it will be fixed soon.

Posted by: Richard Knoppow   |   February 7, 2007 4:44 PM    |   (314)

I belong to several mailing lists. I also have the spam blocker turned on full. The spam blocker passes all messages from the mailing lists except _my own_. These are sent to the "suspect mail" folder. I have, of course, unblocked my e-mail address, name, etc. I have tried deleting all instances of my name in the address book, turning the spam blocker off and then on again, etc. None of this works. I am told that the problem is a bug in the software Earthlink uses for the spam blocker. Do you know of a solution for this. Note that if I send a message to myself directly (not through a list) it comes through fine. The lists use various list software so the problem does not seem to be confined to a particular list machine program.

Posted by: Cindy   |   February 7, 2007 4:49 PM    |   (315)

I spent around 1.5 hours this past weekend trying to get my kids webmail up and running. We just joined Earthlink last weekend w/DSL hookup. I somehow managed to get mine up and running after spending about the same time on it. I wonder if it's the fact that I remember I somehow setup a secondary profile for my address? that put me where I needed to be to get my homepage and such going.......our master account address is: [deleted]@earthlink.net and our addresses are created from that but for now only '[deleted]' and '[deleted]' are mail friendly.

I've looked all over for answers to what I'm trying to find. what more or where else can I look to figure this out.

Thanks for the help and consideration....

Posted by: Email Guy   |   February 7, 2007 5:51 PM    |   (316)

Richard - see this post.

Cindy - Click on "My Account" at the top of any page. Log in with your master account. You create and manage profiles there, including setting or changing their passwords. Confirm the email addresses and passwords for your profiles. Any profile you have can log into all EarthLink services, including Web Mail and POP mail. If it fails then something is entered incorrectly.

Posted by: Greg   |   February 7, 2007 6:22 PM    |   (317)

For a few weeks (possibly since 5.12 was released), I have been experiencing a problem with Webmail when accessed with Firefox The problem affects opening attachments that have spaces in the filenames.

Say that you receive an email with two Word files attached:
1: "my_word_file.doc"
2: "my word file.doc"

When you click on the first one, you will get the option to save the file, and the filename will be "my_word_file.doc".
But when you click on the second one, you will get the option to save the file with the filename "my". Everything after the space is missing. You can replicate this easily by creating two word files with those names and then emailing them to a webmail account and testing. I did that with Support (to test-email@earthlink.net) earlier today.

I know I can work around this by just renaming the files myself, but I am frequently exchanging files with long filenames with others and I need to maintain the same filename as everyone else. Having to re-key the names is time consuming and error prone.

I have tested this on multiple systems (two windows XP machines and one win2k machine), all running Firefox
The results are the same on all three machines.

I suspect that this is just a bug in the webmail client (in terms of how it pushes the attachment name in the stream), but when I contact Earthlink support, after about 25 minutes of dialog they suggested that I contact Mozilla.org! Needless to say, I don't think that is the best approach, plus there would be no way for them to test (I am not about to give them access to my webmail account, and they may not have one to test with).

Please help.

Thank you.

Best regards,

Posted by: r hembrook   |   February 7, 2007 9:10 PM    |   (318)

why does security information pop up every time i open an e mail? i get, this page contains both secure and nonsecure items, do you want to display the nonsecure item? yes or no. this is poping up tooooooooo mutch. is there a way to shut this pop up off? it is realy getting anoying!! i spend more time clicking on this fliping popup then i do to read my e mails!! thanks for any help. popup flustrated.

Posted by: Email Guy   |   February 8, 2007 12:08 AM    |   (319)

Greg - Yes, this is a bug we introduced in 5.12 as a side effect of adding support for international characters in file names. I think we have all those attachment bugs fixed now in the release that will go out later this month. But we'll be sure to check your test cases, thanks for the details.

R - See this article. That popup is a "feature" of Internet Explorer, not Web Mail. It can be turned off.

Posted by: Mark Schears   |   February 8, 2007 12:28 AM    |   (320)

Using Webmail, there are many times that the spam count does not appear until I actually click on the spam link. Earlier versions let me know how many spam messages I had when I initially logged in!

Also, there are many times that I say that a message is NOT spam, but this same message gets put into spam!!!!!

Also, there are times that I put an address into the blocked sender list, yet they still appear in the protection pack email addresses!!!!!

Posted by: Email Guy   |   February 8, 2007 12:37 AM    |   (321)

Mark - the Known Spam folder count issue is fixed in the upcoming release. On your second question, any block rules or allow rules you have when using spamBlocker on High, only apply to the main email address. ProtectionPack addresses let everything in except Known Spam, by design. This is the correct behavior for those. You don't use the challenge/response (autoreply and sender asks permission) for those addresses. If you want to do that, you have to create another real mailbox.

Posted by: Mary   |   February 8, 2007 9:15 AM    |   (322)

I receive e-mails everyday, but I can't seen to respond to them. I read them, then I hit reply, but I can not get my (what I call blinky line) in the box to write a response. What am I doing wrong? I always have to back out and enter a new e-mail to write them back. Please help

Posted by: Email Guy   |   February 8, 2007 9:50 AM    |   (323)

Mary - The reply problem is a conflict with security software or banner blockers running on your computer, most likely Norton Internet Security.

This will be helpful to resolve it:

Posted by: Barb   |   February 8, 2007 10:46 AM    |   (324)

Within the past week I've gotten a new IMac, all upgraded software and highspeed internet. I've been on AOL dialup for ages & this highspeed is incredible! Maybe my brain cells are on sensory overload but I don't understand the difference between web mail & email, I can't access my 2nd email account (one is for my home business, the 2nd for my personal use - it tells me domain name not available but it shows on "my account" site) & I seem to have lost the ability to access "Easy Switch" - any help will be appreciated as I'm near tears & behind on my deadline. I've read ALL the FAQs as well as the support site & can't seem to find one that applies to my situation.

Posted by: jeanine barone   |   February 8, 2007 12:49 PM    |   (325)

Over the past many months, I noticed that some people send attachments to me and I don't receive the attachment. Instead, a strange miniature symbol appears in the body of the email (it looks like a micro rectangle made of dots) and it's not clickable and clearly not an attachment. Yet, I also have my earthlink email forwarded to my gmail account. And, when I go there, I find the same email now has a clickable attachment, no problem. This has happened like 10 times in the past few months. Any ideas?

Posted by: Phyllis Bethel   |   February 8, 2007 6:21 PM    |   (326)

Hi E-mail Guy,
I've been using web mail as my only mail software, when I call up the site, no matter which machine I am on, I automatically go to the "Write Message" page. I would like to open to the "Inbox" page. Can you help direct me. Oh by the way, I type in "www.springmail.com" to access my mail.

Posted by: Ken   |   February 8, 2007 8:11 PM    |   (327)

When I send an email I want a response or reply email was read.

Posted by: John Reed   |   February 8, 2007 9:59 PM    |   (328)

I am having problems sending picture attachments with my emails. It will not send even 3 pictures. A failure report says the attachments are to large for the server. They are in jpig format. I never had trouble sending them before I switched to DSL.

Posted by: Bob   |   February 8, 2007 10:18 PM    |   (329)

I cleared Earthlink from one computer in my office and loaded in on another. While closing on the first computer, I unchecked the three save ????? items believeing it pertained to that particular computer.
I believed all of the history and addresses were stored at Earthlink and would be available there. I have on many occaisions accessed my earthlink mail from any number of ISP's from all over the USA. When I started Earthlink on the second computer and went to Email, I discovered all my messages were gone and my address box was empty.
Is there any way to recover from this less than smart action?

Posted by: Billhinton   |   February 9, 2007 8:28 AM    |   (330)

I go to suspect mail and accept mail which is not spam and they go to inbox and stay there instead of being sent to my computer. To see them I have to go to springmail. Other mail not going into "suspect mail" is not being "trapped" in the earthlink inbox. How do I get the mail out of the inbox?

Thanks in advnce

Posted by: Email Guy   |   February 9, 2007 10:28 AM    |   (331)

Whew, I really have to get threading implemented here so I can reply inline instead of having these long answers if I miss a day! Here goes....

Barb - Web Mail is just a convenient way to view your email, as an alternative to using software installed on your computer. All you need is a browser. There are some important differences, which you should read about in this article. The main one is to remember that Web Mail views messages directly in your mailbox on our server. Other software must first download your messages to your computer before you can view them, and it then deletes them from the server. Read the article. As for secondary mailboxes, you can change the password for any of them in My Account. If you have the email and password entered correctly, they will work in Web Mail and in POP Mail software (like Outlook Express etc.).

Jeanine - I've never heard this one before. If you can forward me one of those messages I'll take a look. Forward As Attachment. I'll send you an email address to use. I need to know your browser and operating system, and the email program the sender used.

Phyllis - That is pretty bizarre. First, you should redo your bookmark or homepage you are using for Web Mail. Springmail just redirects to "webmail.earthlink.net" and that is what you should use. As for the Write Message view, that is toggled by a javascript within the Inbox page and that view actually is part of that page, so what you describe is possible but does not occur on any browser we ever tested on. So whatever browser you are using is doing something strange, and I guess its possible some security software could trigger this too. If you are not using IE 5.5 or later, Firefox (mozilla) 1.5 or later, Safari (any), or Netscape 7.x or later, then you are using an unsupported browser and need to update it to something newer. If that doesn't fix it, turn off whatever web security software you are running and see if that fixes it. Let me know what happens.

Ken - See this article.

John - That error means you exceeded the total message size limit. All parts of a message combined cannot exceed 10MB. This limit is pretty standard between all the major email providers, so if we allowed higher your recipient probably couldn't recieve it anyway. Email is not a suitable medium for moving large files around, here or elsewhere. Check out weblife.earthlink.net for a free way to share large files (you put your files there and just send the recipient a link).

Bob - This article will be helpful.

Bill - To move any messages from the Inbox on the server to the inbox inside any software running on your computer, you have to retrieve the messages using that software. Just click Check Mail in that software after you move the messages to Inbox. You also will find this article helpful.

Posted by: TerriW   |   February 9, 2007 2:12 PM    |   (332)

I have registered for two earthlink email address'. Is if possible to get both of these to show up the email preview section of my home page?

Thank you for your time,

Posted by: Barbara   |   February 9, 2007 3:07 PM    |   (333)

How do I change my password? And can I do it from my home page?

Posted by: Vince   |   February 9, 2007 3:51 PM    |   (334)

Feature Suggestion:
I utilize multiple email accounts with Earthlink (Total of 8 I think, with some in the process of getting closed down over time.), and access all of them at one time or another through the webmail interface. This means I have to log in email 1, read, log out, log in email 2, read, log out , log in email 3...... etc... etc.... (No I don't use "My Earthlink", nor do I have a desire to.)

It would be wonderful to have a "select another account" option within my email page that would simply use my current credentials to access the other addresses without going through the log-on log-off log-on process for each one.

2 cents

Posted by: Email Guy   |   February 9, 2007 4:40 PM    |   (335)

Terri - currently you can't, but I've passed this on to the folks responsible for that site, and I think it would be a great feature.

Barbara - click My Account at the top of any page.

Vince - I agree, and we want to do this. It would have to be set up so that the actual account owner can designate (in My Account settings) which email addresses have permission to do this, and then we could do it with a selector in Web Mail.

Posted by: Jack Brotherton   |   February 9, 2007 7:16 PM    |   (336)

This Web Mail site is a new discovery for me and one I'm sure I'll find helpful. I've been trying to connect with Web Mail Live Chat for the last seven hours and get nothing but "your session will start shortly." So I joined a Google Group and found a link to your site there. I found a December 28, 2006, 11:41 AM Post (141) about the word "null" being attached to the front end of email attachments in Web Mail. I also saw your 12/29/06, 7:34 PM reply to Jeannie (148) that it is a problem with Firefox. It is also a problem with Web Mail.

I was encouraged to read in your email that the "null" addition does not affect the integrity of the email.

I've not been able to find a resolution to the problem on your site and am wondering if Earthlink has fixed the problem.

Thank you. Jack

Posted by: Christian   |   February 10, 2007 4:00 AM    |   (337)

how do I change my FROM name to my initials vs. my whole name to protect my identity when sending e-mails?

Posted by: Maryvonne Kutsch   |   February 10, 2007 4:53 AM    |   (338)

Hey email guy.
I am worried because my computer fills in my email and my password all by itself. I have not checked anything for it to do so.
It does not do this for any of my other email sources(free.fr or wanadoo.fr...as I am in France and I have kept my earthlinik acct)
any suggestions?
Thanks in advance and feel free to contact me at my email address.

Posted by: Email Guy   |   February 10, 2007 11:52 AM    |   (339)

Jack - Yes, it will be fixed soon. This does appear many times on this site. Type null in the search box. It is discussed many times on this page right here, so I'm surprised you couldn't find it.

Christian - The From name was set by you when you first used Web Mail as we ask you for it on that first login. You can change it by clicking Preferences / Web Mail Options.

Maryvonne - This is controlled by your browser, and at some time in the past you told it to remember that entry. Find the setting in your particular browser for clearing saved form entries. In IE that is under the Content settings and is called Autocomplete.

Posted by: Mark   |   February 10, 2007 4:04 PM    |   (340)

I can't remember my password to my email account and my computer for some reason is not remembering it when I log in. Since earthlink does not keep records of passwords and such, how can I clear this email and create a new one?

Posted by: Email Guy   |   February 10, 2007 6:01 PM    |   (341)

Mark - click on My Account at the top of any page. Right under the password box on that page is a link that says, "I forgot my password". Click that. You'll be asked to verify the credit card on your account and a couple other details, and then you can reset your password.

Posted by: mike delmedico   |   February 10, 2007 7:42 PM    |   (342)

my password doesnt stay even tho i checked the box to remermber
my login any comment? mike delmedico

Posted by: Email Guy   |   February 10, 2007 8:39 PM    |   (343)

Mike - passwords are never saved by Web Mail. However, you can set your browser to save passwords for you.

Posted by: John Taylor   |   February 10, 2007 10:39 PM    |   (344)

I have been sent several emails over the past few months - including a few from someone with an Earthlink account - that have attachments, but the attachments do not appear. Not even the paper clip symbol. However, when I download the mail with Entourage, the paper clip is there along with the attachments.

Please tell me how this is possible.


Posted by: Rosemary H. Kommer   |   February 10, 2007 11:59 PM    |   (345)

Hello...I just realized this was available. My question is this: Is there any possibility, in the future, that web mail could have a style box like Incredimail? I love to use all the gorgeous stationary, letters and animations that can be downloaded to my style box. If you had that feature I would only use web mail. I dislike Outlook intensely because it has so many bells and whistle and so many rules it's impossible to figure out how to use it. It's the same with Earthlink Mailbox. Web Mail and Incredimail are so much easier to understand. I am 69 and everything I know about compuiter operation and computer language could be put on the head of a pin. I wish you could add a feature where I could use all the beautiful letters and animations I have with Incredimail. Also, when I receive an e-mail from one of my family, if it has been forwarded a few times, webmail has to open a page for every time it has been forwarded until it gets to the new one and it takes forever between each page. Same when going from folder to folder. Is it normal for it to be so slow? Of course I have dial-up, maybe that's the reason. I can't get anything else where I live. Thank you so much for your time.

Posted by: Bridget   |   February 12, 2007 2:56 AM    |   (346)

When I recieve a email with a picture in it I can't forward it. Why?

Posted by: Jackie Rodgers   |   February 12, 2007 7:52 AM    |   (347)

Why is it when I log on from a differnet computer I can't get the emails that are in my inbox on my home computer?

Posted by: Laszlo Babinsky   |   February 12, 2007 11:31 AM    |   (348)

Why do I have to type in my entire e-mail address every time I get on line, and want to open webmail???
I've done all the so called fixes, and mark the "remember me on this computer" every time, and the next time the same thing happens.
Do I just give up???
Is this a major problem, or it only happens to me???
I don't want the computer to remember my password, I have no problem with that.

Posted by: James   |   February 12, 2007 12:00 PM    |   (349)

Is there anyway that I can copy all of my stored webmail folders to my hard drive. I have information that is years old and important to me, but I can't get them on to my pc without resending each message to myself, which is very cumbersome. Is there a migration tool?

Posted by: nancy   |   February 12, 2007 1:42 PM    |   (350)

we would like a sound when we receive mail......have checked everything, and there is none. please respond a.s.a.p.

Posted by: Guy Groner   |   February 12, 2007 2:56 PM    |   (351)

How can I download messages from my Sent Folder to Thunderbird? When I have moved sent messages to my inbox, Thunderbird does not download them since they are not addressed to me. Other than forwarding each message to some other email address, is there a way to get the sent messages onto my computer?



Posted by: Inanna   |   February 12, 2007 5:15 PM    |   (352)

I can no longer use nicknames from my address book. I repeatedly get an error message, saying that the address is invalid. These are nicknames that I have used without problems in the past and I know that the address is valid and correctly entered. I have tried deleting an address book entry, and re-entering it, again confirming that the data is correct, and the nickname still won't work. Help!

Posted by: Reg Burgess   |   February 12, 2007 7:05 PM    |   (353)

I have two e-mail addresses on earthlink.
I want to log into both of them, from different windows, at the same time and stay logged in so I can browse the suspect e-mail folders of both of them every so often.
This APPEARS to work at first, however what actually happens is that the login changes the user in the other window, so I get logged into the same e-mail account twice. This happens whether I use internet explorer, netscape or firefox. It happens after clearing cache and cookies (suggested by your support people last night) and despite the fact that I tell it to NOT remember my login on this computer.

So; bug, product limitation, undocumented feature, or what ?
OTOH, if there is a way to do it I would like to know.


Posted by: Email Guy   |   February 12, 2007 10:50 PM    |   (354)

John - the attachment is there, but not being interpreted right by Web Mail. There are a few email programs that sometimes send MIME formats Web Mail doesn't understand, and we are working on fixing those. One in particular is messages with attachments sent from Mac Mail on OSX. There are a few other uncommon cases. Note that attachments are not separate from email messages, the are in one long block of text with the message, and email readers have to parse it out for you to view. You'll see this if you use the View Message Source feature. If you can send me an example of such a message you received, it will be helpful. Use the Forward As Attachment option. Send it to email-guy at earthlink dot net from the address you used for this comment.

Note - that address only accepts messages I specifically ask for in advance, all others are deleted immediately.

Rosemary - Click on "Color and Graphics" in the Compose view and you will have the ability to format your message, although not quite with all the features you mention. As for the nested attachments, those are being forwarded to you as attachments rather than inline, and will open in that same way using any email software, as each layer of forwarded attachment is unwrapped. As for speeding up your connection, check some of the discussion on this blog on that topic.

Bridget - forwarded messages always include all attachments, you are forwarding the entire contents of the original, plus what you write. What is confusing you is that Web Mail is not showing you that it is forwarding the attachment, but that will change soon to eliminate the confusion.

Jackie - read this.

Laszlo - you are blocking the cookie that saves your email address.

James and Guy - To move any messages from Web Mail to another email program, they have to be first put in the Web Mail Inbox. Other email software can only access that folder and no others. You can set your Web Mail options to show up to 200 messages per page, then check the top box and move 200 at a time. Then check mail using your other software, and then select and move them to wherever you want them stored in that software. Guy - the address in the To line has no effect on this operation at all. Any email software will retrieve all messages found in the Inbox folder, unless a specific message has already been retrieved before by that software. There are lots of ways you can get messages without your own address appearing in any header (sent BCC for one). Your software may be placing these in some other local folder after download, however, depending on your settings and filters.

Nancy - since Web Mail does not automatically check for new messages, but only does so when you explicitly click on Check Mail or you refresh the Inbox, I believe that a sound would be redundant. New messages show up bold and on top when you Check Mail. However, we do plan to add an automatic interval check later this year, and we may add a sound option then.

Inanna - You are correct, we broke that feature in the last release. It is fixed now and in the next release, which should go out around the end of this month.

Reg - not possible. Your browser can only keep up with a single session cookie for the same site name. So all windows viewing "webmail.pas.earthlink.net" for example, are using the same session cookie, which identifies you to the server as the last account you logged in to.

Whew! I really have to get threaded comments working on this site, so I can reply inline.

Posted by: Andrea   |   February 13, 2007 8:48 AM    |   (355)

How can I attach more than three attachments to my e-mail? The attach feature only allows for three, is there a way to bypass that?

Posted by: Joe Young   |   February 13, 2007 9:24 AM    |   (356)

I have asked quite a few times that the format of webmail be modified so that things like "log off" are in an easily accessible area, rather than having to scroll down to log off. As one who has been associated with the internet since the mid 80's, you, earthlink, have only thought about yourselves and not what the customer wants. The software format that is used is easily modified and there does not seem any valid reason that you can't make this change without any advanced notification to the users. As with my previous suggestions I do not think you will respond, but some things never change.

Posted by: Email Guy   |   February 13, 2007 1:24 PM    |   (357)

Andrea - right now you can't in Web Mail, but you will be able to soon.

Joe - see the Plans section on this blog. Your suggestions are heard, and most of what we do is driven by what the customer wants.

Posted by: Clare   |   February 13, 2007 3:13 PM    |   (358)

All of a sudden I am unable to send a new message or reply to an existing email in web mail, this stands for all of my email addresses. I can't really tell you how long its been like this, but I could guess about two weeks. I can send and reply in the email program on my computer but since I am already in web mail I would prefer to just do everything there.

Posted by: Email Guy   |   February 13, 2007 4:11 PM    |   (359)

Clare - I suspect the issue and the fix is the one described here.

Monica - When forwarding a message you can choose "As Attachment" in the selector above the message. If you want to combine multiple messages you would have to paste them together first.

Posted by: john boyd   |   February 14, 2007 11:02 PM    |   (360)

When reading message via webmail, I keep getting a message that 'this page contains both secure and unsecure items. Do you want to display the unsecure items'

What setting do I change to get rid of this?

Posted by: Lou   |   February 15, 2007 12:43 AM    |   (361)

I've enrolled with earthlink; however, after being with AOL for 18 years, I have a long list of emails. Is it possible to transfer these emails to earthlink address all at the same click? It would take hours to do it individually. How do I do it?

Posted by: Christina Buck   |   February 15, 2007 1:24 AM    |   (362)

For some unknown reason Earthlink keeps blocking people in my address book as "suspect email" - in some cases over and over and over despite the fact that I continue to add them - again and again - to my address book. This is seriously FRUSTRATING and ANNOYING and I would like it to STOP NOW. So - whatever changes have been made to the web mail feature that is making this happen, please fix it. Many, many thanks.

If it continues to happen - I may be forced to simply abandon Earthlink altogether.

Thank you.

Posted by: Lynn L. Charrlin   |   February 15, 2007 9:34 AM    |   (363)

In my email sign-in box, I accidently typed my name in wrong once. Now when I go to log in, it shows both names and I have to select one since the wrong name comes up also. How do I delete the wrong name? Thank you.

Posted by: Carolyn Morstad   |   February 15, 2007 10:10 AM    |   (364)

Couple things,

Can the "color and graphics" option be set as the default e-mail setting?

Can you add a "by group" view option to the address book?


Posted by: Kari   |   February 15, 2007 2:40 PM    |   (365)

Dear E-mail guy,
I manage a legitimate opt-in email list that sends out monthly newsletters to our customers... but I've been getting lots of complaints that our customers aren't receiving the newsletters they requested. We never buy bulk email lists and would never bother sending to people that haven't requested information from us... What is the best way to avoid being blocked by earthlink?

Posted by: Don Hedges   |   February 15, 2007 3:14 PM    |   (366)

I am novice. I still can not receive complete many e-mails form friends using AOL, Verizon, even Earthlink. When I open the e-mails I get verbage but more often than not no pictures. Also, I still don't know how to open HTML e-mail. Where I work we use Microsoft and only thig I need to do is view in HTML and e-mail pop up complete. Is there something on the toolbar that I can click on to open in HTML? Not a threat, just info; if I can't get this working I will change to a service easier for me to use.

Posted by: Wendy Gaff   |   February 15, 2007 5:10 PM    |   (367)

Please Help !! I forgot my password............

Thanks, W.G.

Posted by: Email Guy   |   February 15, 2007 5:23 PM    |   (368)

John - see this.

Lou - If you are referring to messages, no you can't. You should download those to your computer and save them there. You can do this with any email client software like Outlook Express. If you are referring to an Address Book, then you can export them in .csv format and import them back into EarthLink Web Mail. Click Preferences / Import Address Book.

Christina - go to the Address Book page and click on "Update spamBlocker Addresses" and that should clear it up. That refers to the list of allowed senders. We're working on fixing an issue that will occasionally cause the list to get out of sync with your Address Book.

Lynn - that is saved by your browser, not by Web Mail. Look for the setting in your browser for saving form entries, sometimes called "autocomplete". In IE browsers it is under the Content settings. Go there and delete the saved entries.

Carolyn - we will be adding a choice of the default Compose mode so you can set that. On your other question, that already exists at the top right of your contact list when you view the Address Book page. Select a group in that drop-down list to filter the view.

Kari - If the newsletter is getting to some users but not others, that means we are definitely not filtering it as spam as that would block it from all users. Most likely some users are using the challenge/response option to only accept messages from senders in their address book. They need to add your list to their address book to receive the email. The email is still being delivered, but to a special "Suspect Email" folder, not the Inbox. If they add it to the allow list, it will go straight to the Inbox.

Don - you don't have to select anything, Web Mail will display HTML content. There are some formats that may confuse Web Mail and cause an image to not appear, but they are not common. If you can provide an example then I'll have a look at it. Send a couple to email-guy at earthlink dot net from the address you used for this comment. Send it using the Forward As Attachment option.

Note - that address only accepts messages I specifically ask for in advance, all others are deleted immediately.

Wendy - click on My Account at the top of any page. Then click the link under the password box.

Posted by: Jerry   |   February 15, 2007 7:29 PM    |   (369)

I am pretty consistent about marking suspected email that is spam and choosing This is Spam, but I am starting to wonder if I am doing more harm than good. When a spammer is spoofing an email address and I submit it as Spam, is that a disservice to the legitimate domain owner or the owner of that real email address? Instead should I just mark them and Delete them?

Posted by: Email Guy   |   February 16, 2007 3:03 AM    |   (370)

Jerry - definitely keep doing it. The spoofed From address used by a spammer will never be affected.

Posted by: alan stirling   |   February 16, 2007 1:26 PM    |   (371)

Why does earthlink refuse to put a competant spell-check feature in the email format. Certainly you know how badly the existing spell-check compares to everything else on the market. It would be possible to purchase the system from a word proscessing program and also whatever you do if anything, make the spell-check run faster.

I assure you this is not spam and I am not the only person that has talked about this defiecency.

Sincerely, Alan Stirling

Posted by: Steve   |   February 16, 2007 4:45 PM    |   (372)

I've been using Earthlink's webmail for a little over a year and a half and really like it. However, starting about a two months ago each attachment that I sent through webmail had the prefix "NULL" added to it. I contacted Earthlink's live chat support. After a long session of back and forth, nothing was resolved, but the problem was supposed to handed up and fixed within the weekend. Nearly two months later the NULL prefix is still being added to all attachments sent through webmail. My clients are worried that I'm sending them a virus.

Any help or insight regarding this problem is greatly appreciated!
Thanks for your time.

Posted by: Donna   |   February 16, 2007 5:59 PM    |   (373)

Help....when I forward emails with an attachment, the attachment does not appear....sometimes they get it and sometimes they don't....they get a box with a X...is there a easy solution?

Posted by: Millard W. Rice   |   February 16, 2007 6:37 PM    |   (374)

Can't Reply to message. Can't get the cursor to appear and blink so I can type a message. Can't Forward graphics on some received messages.

Posted by: Linda Carmi   |   February 16, 2007 6:42 PM    |   (375)

How do I create a signature for my emails with creative fonts, size & colors?

Posted by: Betty Davis   |   February 17, 2007 10:53 AM    |   (376)

My queston is the same as Cristina Bucks sent on Feb. 15. Why are my addresses in my address book being blocked? When I go to block senders list, nothing is there. This is very aggrevating.
Thanks for your help.

Posted by: RSLitman   |   February 17, 2007 3:01 PM    |   (377)

Have you had a chance to look into fixing the item I first brought up in post #173 (answered by you in #183, then answered by me in #185, and finally answered by me in #186). If you think you have fixed this problem, please be advised that I'm still experiencing it. It's the double-loading of the signon page.

Also, regarding this blog, is there a way we can, on the page that lists the past 300 posts, have the following two enhancements?

1. Being able to optionally request all of the past posts, or all since a certain date, or a number greater than 300? The posts referred to earlier in this post were more than 300 posts ago, so I couldn't find them by using this method. I realize that people with slower connection may still prefer to limit this to 300 posts.

2. When I hit the back button to return to this page, the descending-by-date default sort order is in effect, even if I had sorted the page by poster's name when clicked on a post to leave the page. Can it please be changed to be in the same order it was in at the time I left the page?

Please note that I've asked for three things in this post. If you only can address one or two of them this time, please acknowledge the other ones so that I won't think you've overlooked them. Thanks.

Posted by: Email Guy   |   February 17, 2007 3:03 PM    |   (378)

Alan - I agree. We will have it upgraded soon, not in the next release but the one after that, probably in late Spring.

Steve - this is a known issue and the fix is done, to be included in the next release. I expect that to go live in about 2 weeks.

Donna - to make sure your recipient always gets exactly the same email you viewed, use the "As Attachment" option beside the forward button. This will give them an exact copy of what you received, it just won't be inline with your own message.

Millard - this is caused by a conflict with some security software on your computer. Get more information here.

Linda - excellent question. You can do it, but you have to use a trick. Web Mail doesn't provide an easy way for you to create fancy signatures. But, you can put HTML in your signature and it will work fine. If you are not familiar with editing HTML (a way to format text) there are many guides found on Google. Then when you send outgoing messages, always choose the Color and Graphics option at the top so that the HTML will display correctly. In an upcoming release, we will let you default the Color and Graphics mode for new messages.

Betty - That is still being investigated. In your Address Book page, clicking the "Update SpamBlocker Addresses" should resolve it. Please do that until we can find out why the allow list and the address book are sometimes getting out of sync.

RSL - I'll be happy to answer all three. Again, you should never see the Web Mail login page while your browser remains open and you have not explicitly logged out. The only way this can happen is if you have saved a bookmark to that page specifically. There is no other way you can ever view that page while logged in. You should only be using "webmail.earthlink.net" as your bookmark. As for having to click Back twice to navigate past the login page (when you are already logged out) we consider that a very minor issue, but it is on our bug list.

On the comment listing page, I do plan some enhancements, but you can now put your name in the Search box (on main page) and easily list all your comments. I added the ability to return comment links in Search just today. Try entering RSLitman there and you'll be pleased with the result.

No, the column sort cannot be preserved if you navigate away from the comment listing page, because that is just an in-page sort using javascript. I will however, add some options to that page soon.

Posted by: Richard (Gene)Krahel   |   February 17, 2007 3:46 PM    |   (379)

For some reason I can no longer open email attachments that end in jpg or pps. I receive the message that kodak easyshare can no longer find "C:\documents and settings\gene krahel\temporary internet files\*\.jpg. I've tried help and search .

* denotes the title of the attachment

I've been fighting this problem for quite awhile. If you could help me I'd certainly appreciate it.

Thank You

Posted by: marsha green   |   February 17, 2007 4:36 PM    |   (380)

I have a list of about 75 people on my church's roster that I would like to be able to email to on a regular basis, but I don't want to put all the addresses in the "TO" list because not everyone wants their address published.

I need to be able to do this mailing from any computer, as I often travel, so I have set up a mailing list in the address book in webmail.

Problem is, when I put the mailing list name in the "Bcc" file, it cuts off the names after about the 25th person.

If I put the mailing list name in the "To" file, it puts everyone's name in -- but I don't want to use the "to" file (for reasons given above).

Why can't I put a large list in the bcc area?

Posted by: Sue   |   February 17, 2007 6:49 PM    |   (381)

Overnight I lost about 30 messages from my inbox. A number of these were saved for response. Is there any way to get them back?

Posted by: Email Guy   |   February 17, 2007 7:11 PM    |   (382)

Richard - try first saving the attachment to your computer first, then opening it. You can do this by right-clicking the link. Depending on your browser and operating system, there are some issues with attachments that will be cleared up in about two weeks with our next release. The problem is mostly confined to Firefox 2.0.

Marsha - I was unaware of this, so thank you for pointing it out. I'll get it fixed asap. In Web Mail, the recipient limit is 100 per message, but it should allow any combination of To, CC, and BCC to add up to 100.

Sue - the logs show that on Feb 17 14:52:05 EST , 46 messages were downloaded by other email software you are running on your computer, and deleted from our server by that software. The messages are on your computer now. See this article for more information about how to configure your other email software to leave messages on the server. Messages will never be removed from your Inbox by EarthLink.

Posted by: Bob   |   February 18, 2007 10:23 AM    |   (383)

is there a way to filter multiple matches to one folder with one filter. For example: I want emails from janet or bob to go to the family folder

Thank you

Posted by: Jo Anne Gurley   |   February 18, 2007 1:31 PM    |   (384)

Why is it that after I submit a spam message, the sender will be able to continue to appear as in messages in my in-box? At first I thought it was because I selected many at one time, so I started to select only one address at a time, but they continue to appear and every time I open our email there are new messages from these "spamed" addresses. Help, it takes to long to continue to spam them--should I just group them all together and delete instead? Thanks so much for your help.

Posted by: Jack Murphy   |   February 18, 2007 2:56 PM    |   (385)

First time to webmail blog. Tried search with no luck. For six months I have been getting cutoff during downloading emails to my outlook express email program. I have been to webmail and have deleted emails over 1 mb. I find that when I have been cut off--say at 21 of 30 emails--and I have to reconnect and go to WebMail, when I delete the 20 or so emails that got through successfully, they do not delete. When I got back to outlook, I still get the 20 emails again Sometimes I get them 3 or 4 times. So: two problems. One the cutoffs --even though my task bar shows I am still connected to the net.; and two why doesn't webmail delete the emails for real ? I have spent dozens of hours with tech people and none has solved these problems. I have been with Earthlink since 1998, and only the past six months or so have I had this problem. I am at the point where I stopped recommending Elink, and have started asking about other people's service.

Posted by: Dean   |   February 18, 2007 6:10 PM    |   (386)

Hello. To make a long story longer......I am having trouble importing my Mozilla Thunderbird Address book to my Earthlink Premium WebMail Address Book. My computer is an iMac G4, running operating system 10.4.8. My default browser is Safari (which I am now on) and I also have Firefox.Here is what I have tried so far, using instructions from an Earthlink chat room associate yesterday.

1.Click the Address Book button to open the "Address Book" window.

2.In the "Address Book" window, click the Tools menu, and select Export.

3.Choose to save the file to your desktop, and enter a name (i.e. tbird_addresses.csv)

4.Change the pull down box labelled Save as type to Comma Separated (*.csv) and click Save.
And then I follow the instructions at the top of my Earthlink Address book that says
'import address book'. The progress bar completes the import and then I get the error message: "The file uploaded does not appear to be a valid Outlook CSV address book file'.
Which is certainly true, as Outlook is a Windows based Email client and I am using a Mac with Mozilla Thunderbird . We need to get the Earthlink WebMail to accept other forms of .csv files.
I have also copied my Thunderbird Address book to the my desktop using both the .LDIF and .TXT format, then using a public service online converter at this address
http://labs.brotherli.ch/vcfconvert/. In ever case I get the same error message:

I have tried the above procedures using my Thunderbird Address book and the native Apple mail program called Mail.app which uses a vCard format that I also converted to .csv to my desktop. I have tried using both Safari and Firefox . I still get the same error message. Please make every effort to find out how we can make my WebMail accept alternate .csv files. Thank you.

Posted by: Email Guy   |   February 19, 2007 8:35 AM    |   (387)

Bob - currently you cannot create filters in Web Mail. We hope to add this capability later this year.

Jo Anne - Single-user reports of spam don't automatically affect our global spam filters, but are evaluated collectively with other user reports. There is no individual user-level spam filtering. When a number of users report the same spam, it often will result in a new rule that blocks that particular spam. Please do continue reporting them. Rest assured that if you received it, others did too (by the definition of spam). So the reports do have an effect.

Jack - I can't explain why you would delete a message in Web Mail and then be able to subsequently retrieve that message in Outlook. I'm pretty sure that is impossible and something else is making it appear that way to you. You are viewing the same message in the same mailbox, from either program.

Dean - It appears that the .csv file exported by Thunderbird has no column headers to identify to other programs what data they contain. With a small amount of editing, you can make this file import to Web Mail. Just label the columns for "First Name", "Last Name", and "E-mail Address" and they will be recognized by Web Mail. You do this by inserting those values in the first line of that column, when you view the .csv in a spreadsheet editor like Excel. You can also do it in any text editor but it is harder to view as the columns won't be lined up for you. If you have other data that you want imported in addition to the 3 basic columns I identified, then just create a couple of addresses in Web Mail and use the Export feature there, and view the file to see all the column names.

Posted by: Dean   |   February 19, 2007 11:13 AM    |   (388)

Not sure about the format to thank you, but sincere thanks for the clue to importing my T-Bird files. I will practice till I get it.........Regards. Dean

Posted by: znobie   |   February 19, 2007 11:58 AM    |   (389)

e-mail listed in Spam Summary, where are they? A couple of them are ligitimate e-mails

Posted by: Email Guy   |   February 19, 2007 1:12 PM    |   (390)

znobie - most of them could be legitimate, since it is a list of all messages delivered to your Suspect Email folder (that's where they are). That does not indicate they are spam, only that they are not in your address book. Known Spam, on the other hand, is not listed in that summary. You can click on any message in that email to go directly to the message, or you can just open your Suspect Email folder.

Posted by: Bob Greenia   |   February 19, 2007 4:26 PM    |   (391)

I normally kick off my Earthlink Email after opening Firefox. If I try to open a picture as an attachment, I need to right click it and open it in another window. This is true if I kick off Netscape or Firefox. If I open Internet explorerfirst , I am able to left click it and it opens in Paint. (jpg)

Posted by: kathy kondylas   |   February 20, 2007 8:28 AM    |   (392)

Email guy:
I want to stop spam from @reply.com but the webmail will not let me add this to my spam list. How come?

Posted by: jeanine barone   |   February 20, 2007 10:44 AM    |   (393)

I'm still trying to find out why certain attachments that are sent to me are stripped from the email and do not show up at all? ANd yet, I have my earthlink forwarded to my gmail account and there I can see the attachment fine and open it up no problem. I asked this question weeks ago and got no response. Any ideas given that other people have also posted about this.

Posted by: Greg   |   February 20, 2007 11:32 AM    |   (394)

I have been unable to have the webmail program "save my password on this computer." As a result I have to enter my email address every time I start a new session on my computer. I use Firefox usually, but this happens on IE also. I have a washing program that washes cookies, but I can allow cookies that I want or need. What cookie do I have to allow so that I am recognized on webmail.

(I tried search and FAQ's first, no luck)

Posted by: leroy mcsherry   |   February 20, 2007 12:25 PM    |   (395)

I have and apple pc,and IE5.0. wed I go to the e-mail log-in, I have to refresh 4or5 times before I can sign in. Next I get a message" your browser does not accept redirect, click here" When I put the curser there it won't click. But the page opens in a few moments to my e-mailpage. however a network error-3171 appears,saying "attempt to load pas.earthlink,net/wam/check cookies?http0/o 3A/0/02F webmail.pas earthlink.net0/02Fwam0/02F jsp failed. If I refresh 5 or 6 times I can then recieve my e-mail. Can you suggest something, I tried everything I could think of,

Posted by: Sherri Durholz   |   February 20, 2007 12:29 PM    |   (396)

Dear Email Guy. I have web mail for email, however, there is an earth link email set up and I can't get rid of it. And whenever I want to send someone a site or article from the Internet it goes to earthlink mail to send it AND it won't go through to be sent. This is really a problem! Also, I will be typing an email (in web mail) and I accidentally hit some keys and then the entire email that i was writing is gone! With Outlook Express I was able to Undo this and it would occasionally come back. This is really another problem. I can't recreate the keys to see which one i hit to make it disappear. Please help. Thank you, Sherri asjfarm@earthlink.net

Posted by: melissa   |   February 20, 2007 12:38 PM    |   (397)

Why do I have to login on my earthlink start page to show my email previews, and then again if I click on inbox, this is completely redundant and a pain in the ass, please fix this, or lose a long time earthlink client.

Posted by: Email Guy   |   February 20, 2007 1:18 PM    |   (398)

Kathy - you can add "reply.com" or any other domain to your Blocked Sender List, but don't try to include the @. Click Preferences then Blocked Sender List.

Jeanine - there is a known issue for attachments sent from a few specific email programs, including Mac Mail, which can't be read properly by Web Mail. We are working on this.

Greg - Web Mail never saves any passwords. You can set your browser to save password entries in forms for you. In IE that is under Tools / Internet Options / Content.

Leroy - IE5 is not supported and you will need a newer browser. Look here and here for some help.

Sherri - when you click an email link or an "email this to" on any web page, your operating system is going to open your default email software installed on your computer. You won't be able to make that insert links in Web Mail automatically. What you can do is right-click the link and Copy it, then go in Web Mail, open the Compose view, and right-click and Paste it. If you want to uninstall the EarthLink Mailbox, do that under Add/Remove programs on your computer.

If you accidently hit a key that takes you off what you are doing in Web Mail, you can usually recover using your Back or Forward button in your browser. I've had this happen to me occasionally as well, and I'm also not sure what key combination I clicked but I suspect it is one of the keyboard shortcuts defined in your browser. Tab is an easy one to hit accidentally, as are Shift-key combinations. Your browser also responds to Alt-key, Ctrl-key, F keys, and lots of other things, in unexpected ways if you didn't intend it.

Posted by: DG   |   February 20, 2007 2:22 PM    |   (399)

A month ago, a technician performed a clean uninstall of Norton Internet Security from my machine because of persistent problems it caused with Earthlink Web Mail and other Internet use.

In its place, he then installed Zone Alarm Internet Suite 6.5. Before that, he did a manual uninstall to remove any residual parts of previous Zone Alarm versions. But now I have different problems.

After I log in and get to the Earthlink email menu, when I click on an item to open it or to delete it, up pops an IE window reading “Error: Status code is 503? and Earthlink bounces me back to the log in page.

When I log in a second time, the selected action takes place, but if I then try to do anything else -- reply, delete, forward, or move – back comes the log-in page again and again. Thus I might have to re-log in a dozen times for even a brief email session.

In four or five Live Chats with Earthlink agents, who have been invariably polite, I have been advised first to click on IE tools>Internet Options>and delete Temporary Internet files. This worked the very next time I rebooted and checked my email.

An hour later, however, when I rechecked Earthlink email, the problem had returned.

In the second Live Chat, the agent advised me to uninstall IE 7 and resort to IE 6. I did this -- with exactly the same results as above.

Ditto after the third Live Chat, when the agent advised me to Run>SFC /SCANNOW. Repeated log-ins.

Same with the next suggestion: to accept all cookies. No improvement.

The only times my email works properly are those when I run Windows disk cleaner before shutting the computer down. The next time I reboot and use the machine, it will work fine during that session, but as soon as I go offline then go back on again, the log-ins recur.

For whatever information this may be worth:

1) This was not one of the problems I had with Norton.
2) When I recently checked my email from a remote location on a computer that had neither Norton nor Zone Alarm, Earthlink worked fine.
3) I have Windows XP Home and currently am using IE 6.

Any suggestions?

Posted by: mike   |   February 20, 2007 6:52 PM    |   (400)

If iI leave earthlink as my ISP, to go with a high speed provider, can i keep my e-mail account?

Posted by: Email Guy   |   February 20, 2007 6:56 PM    |   (401)

DG - you should turn off Zone Alarm and see if the problems go away. If they do not, find out what other blocking or security software you have running and turn it all off until you discover the cause. Then configure that program to allow full access to Web Mail and not interfere with it. All web security software can be configured to ignore any web site.

Mike - depending on the area you live in, EarthLInk offers DSL, Cable-modem, WiFi, and Satellite access. Info here. But yes, you can keep your email address as a stand-alone email account at $3.95 per month. Details here.

Posted by: emily   |   February 20, 2007 7:16 PM    |   (402)

I am trying to personalize my emails. There is no Color and Graphics link nor a formatting toolbar. Can you help me find and activiate these? Thanks.

Posted by: Paul Watkins   |   February 21, 2007 4:56 AM    |   (403)

Recently I lost all of my webmail folders. There were located on the left side of the margin below the spam and above whatever it was they put below spam recently. I can't figure out how to get them back! Now there's only two horizontal lines there. I've tried searching for answers at earthlink and waited several times for VERY long periods of time for help over the internet but no one ever responded. I was put on hold indefinitely. Could you please help me? Oh, I'm not referring to the email address I've included here, this one still has it's folders intact. I'm talking about another one I have.
If I've broken any of the rules asking you this I'm sorry. I'm just fed up with searching for answers. I just want a computer savvey human being to help me get my folders back. Thank you for your patience and understanding.

Posted by: Email Guy   |   February 21, 2007 8:12 AM    |   (404)

Emily - on supported browsers that link appears just above the Compose window. It currently is not supported on Safari.

Paul - the solution is here.

Posted by: Roger   |   February 21, 2007 11:44 AM    |   (405)

I accidently hit a couple of unknown keys on the keyboard when using webmail, since then the first page I get after login is "message selected does not exist anymore" and I have to manually select the Inbox to see my mail. How do I make the Inbox my default page after login?

Posted by: Gene Peavler   |   February 21, 2007 12:39 PM    |   (406)

Why won't my WEBMAIL keep my E-mail address and password in memory? I have tried saving it several times but it never works. I have gone into WEBMAIL help and walked through it with the same results.

Posted by: Lynne   |   February 21, 2007 2:32 PM    |   (407)

How do I stop the automatic entry of my password in the sign in page??? I don't mind this at home, but work is anothe story...... would not be hard for someone else to get to my mail.....help!
Thanks e-mail guy!

Posted by: Email Guy   |   February 21, 2007 5:47 PM    |   (408)

Roger - the only way that can happen is that you have saved a shortcut to a message as your Web Mail address in your browser favorites or bookmark. Clear your browser cache, and edit your bookmark to use exactly "webmail.earthlink.net" as your shortcut and this error will stop.

Gene - At the top of this page click "Search This Blog" and then type in these words:

remember email address and password
You will find this question answered many times.

Lynne - see Gene above. All you need to type is

remember password

All others - see above. Search first. Easy peasy.

Posted by: John   |   February 21, 2007 6:26 PM    |   (409)

my emails are arriving at my home but when I go into webmail(I am away from home they do not appear. My wife tried forwarding a message to myself and it did not show upohn.


Posted by: Email Guy   |   February 21, 2007 6:29 PM    |   (410)

John - see this and this.

Posted by: Russell   |   February 22, 2007 10:15 AM    |   (411)

Is there a way to default to "color / graphics" in creating messages? Some times when I reply it does, but not all the time or when I create a message.

Posted by: gwen   |   February 22, 2007 10:47 AM    |   (412)

some of my e-mail got blocked to day and they were on my approved senders list . How can I get those back ? It wont let me read them. thank you gwen

Posted by: Email Guy   |   February 22, 2007 11:00 AM    |   (413)

Russell - if you are replying to a message that already contains HTML content, then the Color and Graphics mode does default. For a new message, it doesn't, and I intend to add a new preference that will allow you to make it the default. I already have this requirement in the plans for a future release.

Gwen - When you use spamBlocker on the High setting, then whether a sender is on your allowed list (address book) does not affect the message getting delivered. It only affects whether it is delivered to the Inbox or to the Suspect Email folder. Check in there.

If you are trying to view messages in the Known Spam folder and are seeing a graph, change that setting by clicking spamBlocker / Settings and change the one for Delete Known Spam.

Posted by: Scott   |   February 22, 2007 4:07 PM    |   (414)

When one replys to an email by typing above the incoming email and clicking reply, web mail asks if you want to save the sender's email address even though that address is already in the address book. On every reply email it asks to save even though it is already saved in the address book. Is there a way to avoid this unnecessary action?

Thank you.

Posted by: Joel   |   February 22, 2007 4:08 PM    |   (415)


I'd like to be able to turn the Styled Text feature (or whatever it is called) OFF for all replies in Web Mail, at least to have "off" as the default for replies. Right now it looks like the default is set as follows: If a user is replying to a plain-text message, the setting for composing a reply defaults to text. If a user is replying to a styled-text message, however, the default is for styled text.

I almost NEVER want to use styled (HTML) mail. I don't care about cute fonts, pictures, and other doodads. IMHO it wastes bandwidth (it certainly increases it) and creates greater risks of the message not rendering properly on a recipient's platform. It also increases the size of my Sent folder. To others that might be fine, but to me it's a waste, pure and simple.

So for now, whenever I reply to a styled message, I have to go through the extra step of clicking the Plain link, dismissing the annoying "Your changes will not be saved if you switch" alert, and waiting for the page to reload. That, too, is a waste -- of my time.

Can't a preference be created to "Always use plain text in composing/replying" or something along those lines? In the _very rare_ instance that I might want to use styled text, I can always change it myself.


Posted by: jeanine barone   |   February 22, 2007 6:33 PM    |   (416)

email guy sent me this response: I've never heard this one before. If you can forward me one of those messages I'll take a look. Forward As Attachment. I'll send you an email address to use. I need to know your browser and operating system, and the email program the sender used.

But I'm not sure which of my many issues I've emailed about this is in response to. In addition, he said he'd send me an email address but haven't received it.

My two issues include: my sending attachments and they have a null/ prefix added each and every time (this is in web mail); the second is that people sending me attachments from PC and Macs are being stripped of their attachments when I view them on webmail. (If I go to gmail where i have them forwarded they are fine.)
So not sure which one

Posted by: Email Guy   |   February 22, 2007 10:21 PM    |   (417)

Scott - a few weeks ago we introduced a bug where that prompt is doing case-sensitive checking of existing contacts. That is fixed in the upcoming release, in less than 2 weeks.

Joel - Yes. A preference will be added soon for the default message type. It won't be in the next release, but it's coming.

Jeanine - I've answered each of your five inquiries on this blog. Type your name in the search box and you'll find them all, a few lines below your comments. If you want to send me a sample of that strange attachment issue, send it to email-guy at earthlink dot net.

Note to others: that address only accepts messages I have specifically asked for in advance, and all others are immediately deleted.

Posted by: Lee   |   February 23, 2007 9:58 AM    |   (418)

My mother sends me email and it always goes to the suspect email folder, I have added her to my address book and forwarded the mail to my inbox but it makes no difference her mail is always marked suspect. This has been going on for 8 months. I am thinking about changing to Gmail which would be a shame as I have had this email address for many years.

Posted by: Dennis   |   February 23, 2007 10:14 AM    |   (419)

Is there something wrong with the "export address book" as CSV format?
I can't even read back a saved addressbook into Earthlink, and had difficulty importing into Firebird.

Posted by: Roberta D.   |   February 23, 2007 11:01 AM    |   (420)

I have spam blocker. It blocks messages I want to receive. How can I get them? I have tried various things to access them and because I cannot receive them I am thinking of getting rid of spam blocker as it seems to be more trouble than it is worth. I have asked others about this but do not get an answer that works. Thanks.

Posted by: Email Guy   |   February 23, 2007 11:53 AM    |   (421)

Lee - Go to the Address Book page and click on Update SpamBlocker Addresses. If that doesn't help, let me know and we'll look at your account to see what is going wrong.

Dennis - There is an intermittent issue right now that will happen occasionally where you will get a corrupted file. Try exporting it from Web Mail again. The problem should be fixed next week.

Roberta - If you are referring to Known Spam catching something you want, then go to spamBlocker / Settings and turn off the setting for "Delete Known Spam Immediately". Then you can view those messages. Please report any false positives by clicking on "This Is Not Spam".

If you are using spamBlocker on High, that doesn't block any additional email but only puts them in your Suspect Email folder if the sender isn't in your Address Book yet. Note that the Known Spam filter comes before the Suspect Email filter, so if you are getting a false positive on Known Spam, it won't matter if that sender is in your address book, it will still go to the Known Spam folder.

Posted by: Bob   |   February 23, 2007 11:56 AM    |   (422)

I like the feature to block unwanted e-mail addresses that send spam. We are limited to 500 entries. When I reached 500 entries, I went through and deleted quite a few of the blocked addresses. It did no good, though, because I still get the message that I am limited to 500 entries and have reached that number, therefore the address I submitted was not added to my blocked list.

Is there a fix for this? I would prefer a greater number of blocks to be allowed.



Posted by: Email Guy   |   February 23, 2007 12:02 PM    |   (423)

Bob - see the FAQ for this question.

Posted by: Reber Boult   |   February 23, 2007 12:15 PM    |   (424)

I usually have to log in twice because the first login produces a blank screen and reloading doesn't help. This is happening from a lot of different computers on a government network (or networks; I'm not sure whether it's a bunch of LANs or a WAN). What's going on?

Posted by: Karen De la Cruz   |   February 23, 2007 12:33 PM    |   (425)

Need help unputting email addresses in my address book so the persons Name/nickname and email address come up together when i send:

Eg: KarenTherese Jim George >jgateam@earthlink.net
Prblem i am having:
I added all my contacts to my address book, but only the email address comes up when i email. I need the name/nickname also before the email address. Please let me know the
step I missed or did incorrrectly so I can send my email correctly with the right domain.i am sure it is a simple step I need to fix.


Posted by: Stan Czarnik   |   February 23, 2007 1:03 PM    |   (426)

For some reason I can not get the spamblocker to work at all. Whenever I try to activate it it defaults to the off position. Now it seems like I'm not getting any e-mail at all.

Posted by: Email Guy   |   February 23, 2007 1:51 PM    |   (427)

Reber - you've mostly answered your own question. This is being caused by something on your network, probably security or scanning software running on the firewall. You can probably make it work right by going to Preferences / Web Mail Options and turning on the Secure Session option. This has worked for others in similar situations, as it hides the page content from any snooping software.

Karen - When you use the autocomplete feature the name part will be entered along with the email address. Just type the first letter or two in the To box (or CC) and you will see the matching addresses pop up. When you select one, it puts in both the name and the email address. If you are clicking on the "To" link to bring up the full address book listing in the popup window and selecting them there, then only the email address will be entered. So you can do it either way.

Stan - The default is the medium setting. When you change the setting, be sure to click the Save button on that page. Then you should see the right setting on the main Inbox page, next to "spamBlocker".

Posted by: Roz   |   February 23, 2007 2:02 PM    |   (428)

I've read the FAQs and tried thhe search: I don't see the answers to my questions there. If I've
missed something, I'm sorry. They are:

1) When I use the "search" function in webmail, it doesn't pull up the recent messages. E.g., if I
want all the messages from "Jane" in my inbox, I don't get those from the most recent few weeks. This didn't used to be the case, but I think Earthlink switched to another kind of search software a couple of years ago and it has been a problem since then.

2) When I do pull up all the messages from "Jane," say, I can't go back to the inbox without going somewhere else first. E.g., I can go to "known spam" and then to the inbox--just not straight to the inbox. It's irritating.

3) Is there any way to get to specific dates in old email? That is, for some complicated reasons I keep LOTS of email, thousands of messages. To begin sorting and deleting, I can either start from today or from when I opened the account (oldest); to get to anywhere in the middle I have to open screen after screen. I know I can sort by size, sender, etc. but this interrupts streams of
conversations that I need to review. Any ideas?

Thanks for any help you can give.

Posted by: francis   |   February 23, 2007 4:13 PM    |   (429)

I'm not receiving the attachments sent to me. The message size indicates an attachment is there, but nothing shows up. This is happening more and more and it's a pain to ask people to send stuff to a different address. Thanks.

Posted by: Carol Henry   |   February 23, 2007 5:40 PM    |   (430)

Is there any way to retrieve a deleted message from a Blocked Sender?

Posted by: Russell Beall   |   February 23, 2007 8:35 PM    |   (431)

Simple question that I'm surprised does not show up in search:

Why is the paid-subscriber mailbox size still stuck with an ancient limit like 100MB when free services like Google have nearly 3GB?

I've been a subscriber to earthlink for nearly 10 years, and I have consistently expected this limit to increase so that I wouldn't have to keep downloading messages every other day. Now I'm finally just biting the bullet and telling all my friends/family/lists/banks/etc. that my address has changed.

What's up with this? A Gigabyte costs about 50 cents nowadays, so why in the world am I limited to 5 cents worth of e-mail space? Why would anyone pay $4.95 per month to add another 5-cent 100MB chunk to their account?

(Sorry for the bit of ranting... Feel free to answer only the main question and delete the rest if you care to post this question. :)

Please push to fix this, because this issue is the primary motivation wherein I am actually considering switching away from Earthlink after all these years.

Also I just noted a reference to an increase of quota to 1GB in the spring. This is good, but it should really be 5-10 for paid subscribers at today's rates (compare the 10MB limit we used to have when it was a Megabyte that was about 50 cents). Even with 1GB I'm still probably going to continue switching to my two new Google addresses which combine to 4.6GB of space.


Posted by: Cindy   |   February 23, 2007 10:07 PM    |   (432)

I want to have more than one email address for myself. How do I add another one?

Posted by: Email Guy   |   February 24, 2007 12:02 AM    |   (433)

Roz - when you use the Search feature in Web Mail, whatever you type in the search box is exactly matched against the selected headers. If you select the To header, that also includes the CC header. In the case you describe, if you type in "jane" and select the From header, then any message that contains "jane" in the From line will be found in the selected folder. All matching messages contained in that folder should always be returned. If more than one page of results is found, then use the page control at the upper right to navigate them.

Your number 2 - If you searched in the Inbox folder, to exit search mode simply click on the Check Mail link instead of clicking on Inbox. Clicking on Inbox will leave you in search results mode. Whichever folder you searched is displayed in "Search Results" mode until you either Check Mail, or click on another folder. You can tell when you are in Search mode by looking just above the message listing, it will say "Search: ..." there. We probably should make a change so that clicking Inbox will also exit search mode, to eliminate this confusion. But one reason it works the way it does is for when you have multiple pages of results; you don't want to exit search mode when you click to the next page.

Your number 3 - there currently isn't a "jump to page" feature and they only go sequentially, as you described. You can change the messages-per-page setting to as high as 200 in your Preferences, which may help. But there is a trick you can use to jump to a page and "guess" about where the messages you want would be found. If your page indicator at the upper right says something like "Messages 1-100 of 3000" for example, when you click to the next page you will see that your URL line shown at the top of your browser has a "start=101" in it, which is the count of the first message on the page you are currently viewing. You can click in the address bar and type over that number with something like 500, for example, then press Enter to refresh the page (or click your browser's Go button). You will then jump straight to a page that begins with message number 500.

Francis - there is a known compatibility problem with file attachments sent from Mac Mail, which we are working on. If your sender is using something else then send me an example to email-guy at earthlink dot net. Send it using "Forward As Attachment".

Note to others: that address only accepts messages I have specifically asked for in advance, and all others are immediately deleted.

Carol - No. When you put an address on the Blocked Sender List, messages from that address are permanently deleted during delivery.

Russ - good points, and as you mentioned, we will be increasing storage quota soon. Just one note: you may be able to add a GB to your home PC for fifty cents, but for any ISP managing millions of mailboxes at a reasonable level of performance, it takes a lot more horsepower, speed, and fault-tolerance in hardware. Email storage for any large ISP can easily exceed 100x the cost of consumer hard drives per usable GB. Amazing but true.

Cindy - Click on My Account at the top of any page and log in there. You can add new profiles (mailboxes) there.

Posted by: john   |   February 24, 2007 12:15 AM    |   (434)

It appears that some of my outgoing messages are being sent as a bcc's to a spammer, since they repeat my subject line entry exactly.

Is that so, and how can I get visibility to it and counter it?

Posted by: Email Guy   |   February 24, 2007 9:51 AM    |   (435)

John - There are no blind copies going out to anyone that you didn't specify when you sent the message. What is almost certainly happening is that one of your recipients has a compromised machine and is hosting a spam zombie program unknown to the user. That program is getting addresses and subject lines out of his email and using them in outgoing spam. Identify who you sent that particular subject line to, and then notify that user that they have an infected machine and they need to immediately take their machine offline and run a full antivirus scan and a full anti-spyware scan, using good quality protection tools. They should also install a firewall to prevent more of this.

Posted by: Sky   |   February 24, 2007 11:44 AM    |   (436)

My mail has been telling me that various email addressess are no good when I KNOW they are the right address. What is going on here? This is most annoying.

Thank you..

Posted by: jamie   |   February 24, 2007 1:25 PM    |   (437)

I have several emails I would like to keep, however they are taking up all my email storage. Is there anywhere else I can move them to free up space---and how do I do it ? thank you jamie

Posted by: Amy Thompson   |   February 24, 2007 4:07 PM    |   (438)

I am taking an online CE (Cont. Ed.) course that requests that I delete all my cookies and temp. files.

I did this (blindly) b/c I didn't realize what 'cookies' do.

Apparently, they maintain passwords, etc.

I am trying to access my 'Suspect EM' in Spamblocker and it has asked me for my password and EM add. I put that info in and then it asks me to set my computer to allow cookies from Earthlink.net (?) or enable my 'cookies' file.

How do I do this? Thanks Amy T

Posted by: Douglas Wiley   |   February 24, 2007 4:29 PM    |   (439)

I have my Sessions Expiration set for 24 hours. It says "your session will remain open and you will not have to login again". Why, then, do I have to log in EVERY TIME? I am the only one that uses my computer and I don't need the security of entering my password every time I come back to my email.
Thanks for your help.


Posted by: Email Guy   |   February 24, 2007 7:24 PM    |   (440)

Sky - if you are getting the error: "Could not send or save the mail message because of an illegal address" when attempting to send email from Web Mail, it doesn't mean that any particular address is not real. It means you have a formatting error in the address line somewhere. If it happens when trying to send to a list of multiple addresses, it can be tricky to find the error, but it's in there. If you want copy the address line giving you trouble, and send it to me, I'll point out the error. Send it to email-guy at earthlink dot net.

Note to others: that address only accepts messages I have specifically asked for in advance, and all others are immediately deleted.

Jamie - you have to download them to your computer and store them there. You can do this with any email software, like Outlook Express. You can find some tips for doing this in the last paragraph of this article.

Amy - simply deleting cookies isn't causing this, you are blocking new cookies, including session-only cookies that are not written to your hard drive. Web Mail and many other sites require a session cookie, but don't require a permanent saved cookie. A session cookie just allows you to navigate through an authenticated site during that session, and tells the server that you are already logged in (among other uses). You need to set your browser to allow cookies from earthlink.net. In IE you can allow session cookies and still block all permanent cookies, and it is a good idea to just allow session cookies in general, as they create no security risk whatsoever. They disappear when you close your browser.

By the way, passwords are generally not saved in cookies, and certainly not on Web Mail or any other EarthLink site.

Douglas - that setting only applies as long as your browser is left open. When you close it, you are logged out of Web Mail just as if you explicitly clicked on "Sign Out".

Posted by: Mary Collins   |   February 24, 2007 7:27 PM    |   (441)

login to mail server failed....That's the notice I keep getting every time I try to help my young daughter login to her email account. I don't allow my young children to use the computer much, but now that her brother is overseas, she wants to be able to correspond with him. Initially we thought it was because she couldn't remember her password, and we gave her a new one. Now, it keeps giving us the previously stated message "login to mail server failed." Please respond so she can talk to her brother.

Posted by: Email Guy   |   February 24, 2007 7:46 PM    |   (442)

Mary - I took a guess and assumed you have Parental Controls enabled on her account. I've tested and confirmed a problem where email service isn't being allowed even when you have turned on Email in the Parental Controls section, and I've started the process to get this fixed. In the meantime, you'll need to log in to MyAccount, go to her profile, and turn off the Parental Controls temporarily. Hopefully this will be fixed soon, and I apologize for the inconvenience.

Posted by: MaryAnn Inkeles   |   February 25, 2007 12:06 AM    |   (443)

I am trying to change my existing password for Outlook Express 6 to a new password and simultaneously change to this new password on my Web mail. I've tried Microsoft's instructions but somehow my existing e-mail password won't budge. Can you give me some tips.

MaryAnn T. Inkeles

Posted by: Walter   |   February 25, 2007 12:57 AM    |   (444)

I understand that my mail program only checks the inbox of Earthlink's mail server. Are there any future plans to allow users to synchronize all folders on Webmail with programs such as Mailbox and Outlook?

Posted by: Meg   |   February 25, 2007 9:00 AM    |   (445)

How do I increase my attachment amount - at this time I can only send 3 at a time and I have a business that requires me to send numurous attachments at one time. ALSO - how do I increse the size (MB) that I can send at one time?
Please help - Thanks

Posted by: Email Guy   |   February 25, 2007 10:47 AM    |   (446)

MaryAnn - to change any account password, click MyAccount at the top of any page, log in there with your master account, and you can change passwords on your accounts. This does not affect saved passwords in software you may be using like Outlook Express, and you will need to set the new password there also.

Walter - this is a limitation of the POP3 email protocol used by all email software.

Meg - Using your own email software instead of Web Mail (Outlook Express etc) you can send any number of attachments. Only Web Mail limits you to three, and that will be changed in an upcoming release.

There is no way you can send a message larger than 10MB in total size (with all attachments). That is a pretty common standard among major email providers, so if we allowed higher your recipient probably couldn't recieve it anyway. Email is not a suitable medium for moving large files around and was never intended for that, here or elsewhere. Check out weblife.earthlink.net for a free way to share large files (you put your files there and just send the recipient a link).

Posted by: Raoul   |   February 25, 2007 11:01 AM    |   (447)

No one has ever been able to answer this question or help me fix the problem.

When I click on Preferences and click on Blocked Senders List, I ALWAYS get 'Sorry, an internal error has occured'.

Is there a way to correct this?

Posted by: Kathy   |   February 25, 2007 11:32 AM    |   (448)

when i compose a message if it is plain i can type a message. whenever i try to do color and graphics it will not let me write a letter. i can put email address and subject but it will not flash on writing message then i will loose everything if i try to go back to plain. i have to start over again. what am i doing wrong. Help...

Posted by: Tom S   |   February 25, 2007 11:41 AM    |   (449)

When I read e-mail directly from the server I see mail arrived at a certain time and other mail that arrived by date. I have opened the ones that have the time on them from the server and not from outlook and nothing changes. I don't remember the ones with just the date, if I opened them in outlook or from the server as I may do it both ways depending on the day.

Does the time change to the date if I open the e-mail in Outlook instead of the server, which I do if I have the luxury of being at home.

Posted by: Marcia   |   February 25, 2007 1:54 PM    |   (450)

How do I read and release messages automatically sent to Suspect Email? There are two addresses I am trying to receive. These messages do not appear in the known spam email list, and I am unable to find and release them. I receive a daily spamblocker report so I know when they are trying to contact me. Also each addressee has filled out the request to be added to my email, and I am still not receiving them. The address the tech person at Earthlink gave me to release the messages is invalid.

1. Both addresses are listed in my address book (both Outlook and Web Mail address books)
2. Neither is in the blocked email list
3. They are from my children, not an organization
4. Up until two weeks ago, I received them regularly. What's changed?

Posted by: Larry Chesnut   |   February 25, 2007 5:45 PM    |   (451)

I am trying to access my earthlink email account from the web using my laptop, but it will not let me log in, instead returning this message: "The email address, EarthLink ID, or password you entered does not match our records. Please check your spelling and try again."

The password is correct, I use it for my home PC in downloading my email, and I tested it just yesterday.

Is there different passwords for accessing WEBMAIL as opposed to the password used by Outlook 2003 on my home PC?

Posted by: Email Guy   |   February 26, 2007 10:53 AM    |   (452)

Raoul - somehow the file holding that has become corrupted in your mailbox. I have someone fixing it right now. UPDATE - we removed your block list and the error is gone, and I will email you the block list so that you can re-enter them if we can't find the error in it. We are looking at the file now to see what is causing the error. UPDATE 2 - we think we found the error, and are putting your block list back.

Kathy - See this.

Tom - the Date/Time is set by the sender, and there is nothing you can do to alter it. It is not a delivery time, it is the Sent time. The way it is displayed to you is controlled by the software you are using to view it. In Web Mail, we display the time part if it was today, and the date part if it was prior to today. But we don't ever modify the Date header itself, which you can view using the "View All Headers" feature.

Marcia - All messages that are put in your Suspect Email folder are listed in that summary. So you can either view the folder directly by clicking on it, or view the summary email. If these messages don't appear there, and they also don't show up in your Inbox, then they are not arriving for delivery at all. They are just not getting here. Check with your senders to see if they are getting some kind of rejection or bounce message.

Larry - No, they are exactly the same. It isn't possible you can log into one and not the other unless you have incorrect settings in Outlook, or you have mistyped the login in one or the other. If you have forgotten the password that is saved in Outlook, you may want to click on MyAccount at the top of any page, and change your password, then re-save the new one in Outlook.

Posted by: Chuck F   |   February 26, 2007 10:54 AM    |   (453)

I have been having problems syncing my earthlink contacts to my web mail address book. I have 2 primary computers and would like my earthlink contacts to be the same on both. One contact list is now perfect as I want it. I would like to make my web mail address book match this contact list and then sync my 2nd computers contact list to the newly fashioned web mail list. How do I do this so I don't lose the perfect list I have on computer 1 and can then model the list on computer 2 after the newly updated web mail lis?

Posted by: Kevin   |   February 26, 2007 12:03 PM    |   (454)

E-mail retrieval with a new home network. I recently set up a home network. An unintended consequence is if I download e-mail on either the upstairs or downstairs computer, it won't show up on the other computer (I assume since it's no longer sitting on the Earthlink server. If I change my e-mail program to leave a copy of the mail on the server, will: a. the e-mail then download to my mail client on the computer that hasn't checked the server yet, and; b. the e-mail not download again to the computer that already grabbed it off the server?

Hope this made sense.

Posted by: Alain Chetrit   |   February 26, 2007 12:59 PM    |   (455)

i am reminded from time to time that my email strorage is almost full. This started to happen when i purchased a blackbessry and we needed to configure emails so that the device could pick them up. My question is: is there an quick (one or two clicks) way to empty my earthlink mailbox?

Posted by: Susan   |   February 26, 2007 1:44 PM    |   (456)

We need to send a large geneology file (>10mb). How can we increase our sending capacity on webmail?

Posted by: Email Guy   |   February 26, 2007 2:24 PM    |   (457)

Chuck - If you are using the same software on both computers, I would suggest you export from computer 1, email the file to yourself, and import it on computer 2. Then they will be identical. Then also import the file to Web Mail, which will only accept fields that match what can be stored in Web Mail and that have the same name. It requires you export in csv format.

Kevin - A - Yes. B - Yes. On (b), all email software will remember what messages it has seen before and won't retrieve them again unless you reinstall it or delete its configuration files.

Alain - Yes. Click on "Folders" in the left panel of Web Mail. You can delete all messages in any folder with a single click. You can also configure your Blackberry to delete messages it retrieves, unless you want them left on the server.

Susan - Our maximum message size 10MB. This standard is the same at many major email providers, so if you could send larger messages then many recipients couldn't receive them anyway. Email is not a suitable medium for moving very large files around, and isn't intended for that. You can go to weblife.earthlink.net and upload large files for free, and then just send your recipient a link to them. You could also try compressing your file using a zip utility, to get under the limit.

Posted by: Joe   |   February 26, 2007 2:30 PM    |   (458)

I have recently joined facebook. I'm trying to export my email addresses into a csv so I can search for others in facebook. But when I do this, the facebook sorter tells me that the first line of my file doesn't include an email line. I open the csv file and there's a line entitled "e-mail."

Ever heard of this?


Posted by: Email Guy   |   February 26, 2007 2:34 PM    |   (459)

Joe - they must be looking for a different title for that column. Try editing the column header to be "email" or whatever their software is asking for.

Posted by: KBChele   |   February 26, 2007 3:30 PM    |   (460)

When I send mail to myself, it keeps going to suspect mail. Not only that, but I sent some information to myself from another website yesterday, and it came into suspect e-mail and said the information was removed. I sent the reports to myself so I could save on my computer and send to my clients directly from my computer. Now I don't have the information at all!

Posted by: Email Guy   |   February 26, 2007 4:51 PM    |   (461)

KB - if you have spamBlocker on High, you need to add yourself to the Address Book to prevent your own messages from going in the Suspect Email folder. As for "information removed" I don't know what that means, but whether a message is delivered to Inbox or to Suspect Email makes no difference to the content of the message, it is just delivered to a different folder. Using spamBlocker on High does not ever prevent delivery of any message, or alter it in any way.

Posted by: Louis C Morris   |   February 26, 2007 6:43 PM    |   (462)

I can't go into any email. When I try to login, it says: Sorry. Login to mail server failed. Please try again. When I try it again, it happens again and again.

Posted by: Carla   |   February 26, 2007 7:18 PM    |   (463)

I have set up 2 email accounts with parental controls, soccakicks@earthlink.net and crazyrex@earthlink.net. Neither one can be opened! What is wrong??

Posted by: Email Guy   |   February 26, 2007 9:35 PM    |   (464)

Louis and Carla - there is a problem with Parental Control accounts that we are currently investigating. The error described above is exactly what is occurring with those accounts. In the meantime, the only solution is to turn off Parental Controls on those addresses. Hopefully that feature will be working again very quickly.

Posted by: Katy   |   February 27, 2007 2:22 PM    |   (465)

How do you send an email to over 100 members of a group?

Posted by: John Pinkston   |   February 27, 2007 4:39 PM    |   (466)

I am getting frustrated. If I try and forward mail to more than 3 of my friends it will not go and says because of an illegal address, which is BS
because then I have to go back and send them one at a time from the same
address book that your program says has an illegal address. This is starting to make me angry! I Your program is corrupt. Please check it out as it does
not do this 100% of the time I have entered human and when i try and post
it says to enter human which i have done your program sucks

Posted by: Email Guy   |   February 27, 2007 4:56 PM    |   (467)

Katy - you can send it from any email software of your choosing, running on your computer, but still using your EarthLink account. Outlook Express or many other email programs will let you send as many recipients at one time as you like. Web Mail is limited to 100 recipients at one time, and there are reasons for this limit in a browser-based email.

John - it looks like you got the word entered right, sorry for the necessary inconvenience. The illegal address error means you have a formatting or punctuation error in the address line somewhere. If it happens when trying to send to a list of multiple addresses, it can be tricky to find the error, but it's in there. If you want copy the address line giving you trouble, and send it to me, I'll point out the error. Send it to email-guy at earthlink dot net.

Note to others: that address only accepts messages I have specifically asked for in advance, and all others are immediately deleted.

Posted by: Jim   |   February 27, 2007 7:13 PM    |   (468)

When I go to the sent folder and click on a message it opens without
a resend button. How do I get it to open with a resend button?

Posted by: HV   |   February 27, 2007 10:28 PM    |   (469)

Having the same problem as DG: When Zone Alarm 6.5 is running, logging in to Webmail results in a pop-up window stating "Error: Status code is 503" and Earthlink bounces me back to the log in page.

When I log in a second time, the selected action takes place, but if I then try to do anything else -- reply, delete, forward, or move – back comes the log-in page again and again.

Turning off Zone Alarm solves the problem; but I want to keep Zone Alarm. What should I adjust in Zone Alarm to solve this?


Posted by: Steve Frank   |   February 27, 2007 10:49 PM    |   (470)

All of a sudden the screen that gets me my e-mail ... even though it is checked off to remember my password ... that area is comming up blank. This started around the time of the last upgrade to Mozilla Firefox.
Now I admit that this is not an earth shattering problem; but I use a lot of passwords, and it's hard to remember them all.
It sure would be nice if it would remember my passwords like it use to!


Posted by: mw   |   February 28, 2007 1:08 AM    |   (471)

When I enter my password, much of it goes to the ID line while your ads are loading. Then I have to clean up the ID line and re-enter my password.

Why is this? It wastes a lot of time. I know the ads are important to you. To the user they are just a pain.

Posted by: Email Guy   |   February 28, 2007 8:30 AM    |   (472)

Jim - There is not a "resend" feature, although it would be a nice feature to have. For now you need to copy and paste to a new message.

HV - You need to disable any feature of Zone Alarm that is blocking cookies, blocking javascripts, or blocking redirects. At least for the earthlink.net domain, if it allows you to enter exceptions. You are going to have this problem on many other sites too.

Steve - Web Mail has never remembered passwords, but your browser can. See this.

MW - This is a known problem and will be fixed.

Posted by: Glenn   |   February 28, 2007 9:15 AM    |   (473)


I need to know a quick way to access older messages. If I know I received a certain email message three months ago, but can't remember the subject line or sender, currently I have to select the previous page button over 50 times. This is a real problem when you have other browser windows/tabs open and tasks running in the background, even with cable broadband. I would like to know how I could skip to say, page 53, or go back 10 pages of email.

Also, I'm having a hard time figuring out how to sort my webmail into different inbox folders based on the subject. Currently I have to go back through pages and pages of email, selecting the emails shown on each page, and using "Move to..." to manually move them. This is very time-consuming and as a result I don't get a chance to keep up with the emails, and my inbox gets very cluttered and disorganized.

And lastly, I had a hard time finding the link to "Ask Email Guy," as it disappeared from the login page when I went back to it. I had to refresh the page about 15 times before the link showed up again. That's not very helpful. A lot of people may never even know this feature exists.

I've checked the FAQs page and searched for sorting emails, but coudn't find answers. In WebMail, I clicked on "Web Mail Help," but there weren't any links for tech support. There is a link for "Feedback," but that seemed more like a suggestion-box feature. If tech support for webmail exists separate from this forum, please let me know. Other users could probably benefit from the information.

Appreciate any guidance you can provide.



There currently isn't a "jump to page" feature and they only go sequentially, as you described. You can change the messages-per-page setting to as high as 200 in your Preferences, which may help. But there is a trick you can use to jump to a page and "guess" about where the messages you want would be found. If your page indicator at the upper right says something like "Messages 1-100 of 3000" for example, when you click to the next page you will see that your URL line shown at the top of your browser has a "start=101" in it, which is the count of the first message on the page you are currently viewing. You can click in the address bar and type over that number with something like 500, for example, then press Enter to refresh the page (or click your browser's Go button). You will then jump straight to a page that begins with message number 500. As for automatically sorting incoming messages to folders, Web Mail does not have that feature, but hopefully we will add it later this year.

On the login page link to this blog, it is always there but the text changes. So maybe that threw you off.

Email Guy

Posted by: Alec Pridgeon   |   February 28, 2007 12:48 PM    |   (474)

I just updated Firefox, and suddenly webmail will not remember my password. The box is checked to remember my password, and the cookie for webmail (webmail.earthlink.net) is plainly listed there under cookies. Someone is not talking to someone. What can I do? Under cookie preferences, I have allowed sites to set cookies from the originating site only and keep cookies until they expire.


That feature works on all versions of Firefox (and all other browsers). I just tested it myself on your version and using the settings you described. You probably have some other security software on your computer blocking the reading of the cookie.

Email Guy

Posted by: Michael O'Leary   |   February 28, 2007 4:11 PM    |   (475)

How do I move my SENT Webmail over to my SENT Total Access? The INBOX seemed to have transferred but not the SENT Email!


To move any messages from Web Mail to another email program, they have to be first put in the Web Mail Inbox. Other email software can only access that folder and no others (a limitation of the POP protocol used by all email software). You can set your Web Mail options to show up to 200 messages per page, then check the top box and move 200 at a time to the Inbox. Then check mail using your other software, and then select and move them to wherever you want them stored in that software.

Email Guy

Posted by: Ali   |   February 28, 2007 8:21 PM    |   (476)

Why is it that sometimes my email msg does not display? I have found that if I then go to "source" & can sort of figure out the msg. What gives????


Send me a sample using Forward As Attachment, and mention what browser you are using. Send it to email-guy at earthlink dot net.

Note to others - that address only accepts messages I specifically ask for in advance, all others are deleted immediately.

Email Guy

Posted by: Charles Tibbals   |   February 28, 2007 9:15 PM    |   (477)

Web Mail will not allow my PDA (running Windows Mobile 5.0) to log in. I can enter my username and password but nothing happens. My understanding is that Web Mail is simply browser-based, so why can't I browse my Web Mail with my PDA? Thanks.


PDA browsers aren't quite the same as desktop browsers. We don't really support mobile devices for Web Mail, you should use the POP client software on that device to get email. Just enter pop.earthlink.net for the server. We may add support for mobile devices in the future using WAP (a special format for mobile browsers).

Email Guy

Posted by: Pat McNeal   |   February 28, 2007 11:26 PM    |   (478)

I have a ton of e-mail stored in my webmail, how do I download them to my computer to be able to free up space?

Pat :

To archive your email use any email software like Outlook Express or many others. You can find the settings elsewhere on this blog or by clicking Support at the top of the page. Also see my answer to Michael here.

Email Guy

Posted by: Pam & Eddie Sedano   |   March 1, 2007 12:43 AM    |   (479)

Hello Email guy,

I received the following email message from Earthlink:

Subject: Delivery Notification

Remote server rejected mail for recipient - 550
deleted_by_email_guy@earthlink.net...User account is over quota

I followed the directions given to me by Earthlink and I still am getting the message anytime I
try to receive email. I've emptied the Inbox many times and am still
getting the "User account is over quota" message on both of our accounts that are linked together.

In researching prior suggestions you've made, I noticed you told David Wilkins
on December 3, 2006 11:34 AM (36) that the problem was either his provider (Comcast)
or his sofware. But, unlike him, our ISP is Earthlink and our software is Earthlink
as well (DSL).

Or could it be that the Auto Display is giving us incorrect information? (You had
mentioned this to Gary Phillips, November 8, 2006, 6:29 PM (3).)

In any event, the Inbox is empty but we're still getting a "Account is
Overquota" message. Currently our Storage bar shows 0 % out of 100 MB.

A message I sent myself from work was bounced back today.

Thanks for your help. Pam and Eddie Sedano

Pam and Eddie:

You get to be the first to get an inline answer. I don't yet have threaded replies working but I figured out a way to fake it for answering questions inline.

I'm assuming you meant that any messages sent to the email address you provided above, get this overquota message back, but when you log into Web Mail using that address, you don't see this reflected in the quota information there (it would show 100MB used).

The bounce message is probably correct. The quota display in Web Mail can sometimes get out of whack and show you incorrect information there. I have rebuilt your mailbox index so that the display in Web Mail should now be correct. Your "storage used" counts the contents of all folders except Known Spam, not just the Inbox. If the bounce was correct, it should now show about 100MB used. If they still don't agree, let me know and I'll investigate further.

Email Guy

Posted by: Carol Klotz   |   March 1, 2007 8:08 AM    |   (480)

At 8:00 AM EST today, when I checked my webmail, my spamblocker was turned OFF and the folders labeled Suspect Email and Known Spam which normally appear above my Inbox were not present. This is a change from my usual settings, and I didn't make any changes. The last time I accessed my webmail was at approximately 3:30 PM EST yesterday and at that time the settings were as they should be--spamblocker turned ON and Suspect Email and Known Spam folders were there.

Was this some sort of glitch at Earthlink or is it possible that someone other than me accessed my webmail (to my knowledge, no one but me knows my user ID and password) and changed the settings? Would it be advisable to change my default e-mail address to one of my other e-mail addresses?


The setting probably wasn't really changed, and you may have discovered this by now. It was a failure of Web Mail to retrieve your current spamBlocker setting when you logged in that time, resulting in an incorrect display. It would not have affected the spamBlocker filtering on your incoming email. I've got someone investigating why this occurred. Thanks for the report.

Email Guy

Posted by: Alec Pridgeon   |   March 1, 2007 8:50 AM    |   (481)

Further to my question you answered on 2/28, I checked out the Mozilla Firefox website. It seems that new versions of Firefox no longer include the saved passwords because another site was stealing them.


I've checked the most recent Firefox release ( and it still supports remembering passwords entered in web page forms. Click on Tools / Privacy / Private Data / Settings and check the box beside passwords. Click OK, then click Clear Now. Then restart your browser. The next time you enter your password in Web Mail and click Submit, Firefox will ask you if you want to remember it. If it does not, then you have that feature disabled somewhere in Firefox, perhaps using a plugin I'm not familiar with.

Email Guy

Posted by: Janet   |   March 1, 2007 10:35 AM    |   (482)

I am concerned about email privacy issues. I recently received a spam that opened with a nickname that only my daughter and I know and use. How can someone get into the body of a letter?


If one of your email recipients has a compromised or infected computer that has a spam zombie program running on it, then this could occur. These viruses harvest email addresses, subject lines, and other information out of that person's email software and then use it to automatically generate new outgoing spam. If you sent this information only to a particular user, you should tell them they need to run some anti-virus and spyware scans using recent versions of good security tools.

Email Guy

Posted by: Janet   |   March 1, 2007 10:53 AM    |   (483)

Thank you for your prompt reply about privacy issues. I wrote my daughter with your suggestions. Hopefully they'll take them.


Posted by: Robert Zavor   |   March 1, 2007 11:23 AM    |   (484)

My inbox contained several spam messages today.

My anti spam setting is on high and none of the spamers were listed in my address book.

How did the spam get through? I have run anti spyware and virus programs and did not find anything with their scan.


If the spammer has forged their From address to be someone that is in your Address Book, this can occur. Use the View All Headers and see if either the From line or the Return-Path line are addresses that you have allowed.

Email Guy

Posted by: rose   |   March 1, 2007 3:45 PM    |   (485)

i recently switched from you dial up service to premium mail, the chat representative said i would have to use web mail. i logged into web mail and all my e-mails are gone. how do i import them back into web mail, or how do i access my e-mail. do i still have one?? or just web mail?? i'm so confused


There is no reason for you to change anything about how you have been using email all along. Changing your service plan has no effect on that at all. You can continue to use any email software you like, or Web Mail. As for your messages, you need to read this article. Basically, your messages are still being retrieved by your other software, which is why you don't see them in Web Mail.

Email Guy

Posted by: Linada   |   March 1, 2007 6:24 PM    |   (486)

I would like to attach a photo and have it open with the initial e-mail. How do I accomplish this?



Currently Web Mail does not let you put pictures inline (in the body of the message). That is a frequently requested feature that I'd like to add soon.

Email Guy

Posted by: Tom   |   March 2, 2007 8:39 AM    |   (487)

Hi, for about a month now I have been getting the error message below whenever I try to log in to webmail. After getting this message if I go to earthlink.net and click on web mail again it will open my web messages without asking me to log on. I have cleared my cache and increased it's size, but to no avail. I am using Netscape 8.1.2, but I also get the same result using IE or Mozilla Firefox. This only happens on my laptop which is a Dell Inspiron 700m. Can you hlep?


PS. I have done everything Tech Support has told me to do and still no luck.

HTTP Status 500 -
(long detail page deleted by Email Guy)


I had a sys-admin check your account and it logs in fine, through Web Mail and otherwise. I'm going to need you to provide the exact URL that appears in your browser before you log in (page you are logging in to), and after you see the error. Cut and paste them both back to me and we'll get you an answer. I'll add the response in this same comment.

Email Guy

Posted by: Jeanne Hackwelder   |   March 2, 2007 9:03 AM    |   (488)

I haven't been able to access my email since the change to the system. Help! I have been expecting some important information via email.


The email address you provided here is a cancelled account, which is why you can't log in. You'll need to call Customer Service.

Email Guy

Posted by: Alec Pridgeon   |   March 2, 2007 3:24 PM    |   (489)

Thanks, email guy for your advice. I tried your way to get webmail to save my password (clearing all passwords, entering it again with the box to remember it checked). I had to reenter my password on another website and it worked okay. But not on Webmail. It was working fine until Mozilla forced me to download an update to version 1.5, which apparently plugs some security holes (people were able to see what characters were being typed into data fields). Below is a news item dated 2/27/07. I still think the change in the ability to save passwords is related to the automatic update.

(copy of news deleted by Email Guy)


I've just downloaded those patches to test it, and you are correct, it did break the password saving at first. But this isn't a security fix, it is a bug in the Firefox update. Firefox still prompted me to remember the password, and then the saved password shows up fine in the Firefox Password Manager. It just doesn't enter it on the page for you anymore. So this is broken in the latest Firefox update. You may want to report it to them. But there's more....

I also tested it on Firefox 2.0. I downloaded the latest patches, to and then checked the password feature, and it continued to work fine. Then, I re-opened my Firefox and the feature was working there now, too!

So it appears to be broken in but if you install 2.0 and get the lastest updates, it fixes both of them. Strange but true.

Email Guy

Posted by: Mike   |   March 2, 2007 3:52 PM    |   (490)

I was notified that an e-mail which was to large for me to downlaod had been sent to me and I could find it on the earthlink web mail site. I went to the site but my password would not work. I changed my password but when i tried to use the new password I still could not go to the web-mail site in order to retrieve the large e-mail.

More than likely the e-mail is an item I need for my college classes and I want to know how I can retrieve the e-mail. Please help me.


The same password is used for your email everywhere. So whatever works in the email software you are using, also works on Web Mail. If the login fails, then either the email or the password has been entered incorrectly. The only exception would be if you are trying to log in at the wrong site. I'm referring to webmail.earthlink.net.

Email Guy

Posted by: Sierra Roussos   |   March 2, 2007 3:55 PM    |   (491)

What do I have to do to open an new email address? I am currently using 2 of the 7(if I remember correctly).

Click on My Account at the top of any page.

Email Guy

Posted by: Carol   |   March 2, 2007 7:36 PM    |   (492)

I have a recently widowed friend who has Earthlink. She has spent a lot of time on the phone with you people, but her problem is still not resolved. When she sends an email, it goes into the outbox and stays there. She cannot move it, and it does not go out.
Not being an Earthlink person, I really cannot help her. Thank you

First, she isn't using Web Mail (which has no Outbox), she is using something like Outlook Express. I could help more knowing the specific software. There are a couple things that could cause this issue. Email software like that has settings for whether to send messages immediately, or only when you click the Send/Receive button to initiate queued tasks. In Outlook Express that setting is under Tools / Options / Send. There is a checkbox for "send immediately" that should be checked.

The other thing that could be wrong is the server settings for sending email. She would be getting a sending error if those are wrong, but she could also have that suppressed in her settings. The correct settings for sending email are:

  • Outgoing server: smtpauth.earthlink.net
  • Port: 587 (in Advanced)
  • Authentication required (On)
  • Use full email address for server login, not just the first part.
Email Guy

Posted by: Gary Hamrick   |   March 3, 2007 8:24 AM    |   (493)

Email Guy,

I am having trouble reading email from one address/domain. the emails are received and in my inbox but when I open it there is no content and an attachment (image001.jpg ??). I contacted the sender and was told she did not send attachments. All other email appears to work properly.

Thanks for your help
Gary H

Send an example to email-guy at earthlink dot net. Send it using "Forward As Attachment".

Note to others: that address only accepts messages I have specifically asked for in advance, and all others are immediately deleted.

Email Guy

Posted by: Lucky   |   March 3, 2007 9:01 AM    |   (494)

Ive several computers on a wireless networkDSL, and we look at our central earthlink email on each of them. Is there a setup issue that makes it so only the computer directly hooked to the dsl modem gets all the email? whenever we go through webmail on other pc's the box is always empty....


On that first computer you are running email software other than Web Mail (like Outlook Express or TA Mailbox), and it is deleting your messages from the server. There is a setting in any email software called "Leave Messages on Server" in the account settings, and you do not have it set. The computer's location on your network is irrelevant. Read this article and this one for more information.

Email Guy

Posted by: Christine Myott   |   March 3, 2007 10:23 AM    |   (495)

I need to know how I can address my e-mails to "undisclosed recipient" or "undisclosed recipients" so that I can keep multiple mailings private.
When I had Outlook Express it was automatically set up in the address book allowing me to accomplish this with click on.
This is a great privacy feature because most of my e-mail buddies know each other or I may be e-mailing someone whose address I do not want to post to others.

That is the purpose of the BCC line (blind copy) which exists in all email software including Web Mail. Put all your recipients there. That line is not sent with the messages, so no one receives it or sees it. Put only yourself in the To line, since Web Mail won't currently allow it to be blank.

Email Guy

Posted by: Hansa   |   March 3, 2007 4:47 PM    |   (496)

After reading an email I wish to reply - I click on reply and I get a fresh page to write my reply. My cursor will not go in the area that you write your text - why???
With some emails I am able to write my reply without any problem but with others I have to go into address book and find the email address and so on........
I hope you understant what I am trying to tell you

See this post.

Email Guy

Posted by: Steve Miller   |   March 3, 2007 6:07 PM    |   (497)

Can't import e-mail address list. I have exported my e-mail list from gmail, using the option: Outlook CSV (for import into Outlook clients). The exported file is called gmail-to-outlook.csv. But when I ask earthlink to import it, I always get the message: The file uploaded does not appear to be a valid Outlook CSV address book file.
The same thing happened with a file I created manually. What's up?

Gmail exported files seem to work just fine in Web Mail, and I just retested it. Send me your file and I'll figure out what's wrong. Send it to email-guy at earthlink dot net.

Note to others: that address only accepts messages I have specifically asked for in advance, and all others are immediately deleted.

Email Guy

Posted by: Louise Browning   |   March 3, 2007 10:26 PM    |   (498)

I just bought a new comp., that has Windows Vista, how do I get my elink email transfered to Web Mail? Can I get all my elink email messages transfered? How? I called Tech Support but they said there wasn't any way to trasfer them. I find that kind of hard to believe. I had 16 emails on my old comp. that weren't on the new comp. Is there anything I can do other than get the old comp. out, & hook it up, to get my mail?

The only copy of those messages exists on that old computer. EarthLink doesn't have copies of messages you already dowloaded to your computer. Web Mail views messages you have on our server, not those on your computer. For more information see this article.

Email Guy

Posted by: Paul   |   March 3, 2007 11:36 PM    |   (499)

After stopping cookies in Firefox 2.0, I can not log onto my webmail accounts. I have enabled cookies for earthlink.net and webmail.earthlink.net, and can log onto Earthlink "My Account" (and other websites I have specifically allowed to place cookies) but not webmail.

This is the error message I get:
Sign-in failed. A personal firewall or other security software is blocking the temporary cookie required by Web Mail. Please disable cookie blocking or configure your software to allow cookies from earthlink.net.

I have cleared the Firefox cache, closed Firefox, restarted computer...no help.

Only allowing ALL cookies lets me sign in. So...is there any way to allow me to sign into Earthlink webmail while not allowing cookies? The workaround would be to allow all cookies, visit webmail, and then disallow them after visiting webmail, but I was hoping there's a more automatic way. Thank you.

It should work if you allow earthlink.net.

Firefox 2.0 has two ways to block cookies. You either block specific ones by entering exceptions, or you uncheck the box to allow cookies and then put in exceptions to allow. I'm assuming you are trying to do the latter. So on the Privacy tab, your checkbox for cookies will be unchecked. Then click Exceptions, type in "earthlink.net" and click on Allow. Any domain entered there includes all subdomains (webmail.earthlink.net) and those do not have to also be entered.

I've just confirmed this works fine on Windows XP using Firefox, which is the latest update.

Email Guy

Posted by: Kay   |   March 4, 2007 12:46 PM    |   (500)

I recently received a message that an email was on my blocked senders list and was deleted. After looking at who it came from, I want and need to view that particular message. How do I go about retreiving that message? Thank-you.

You can't; you'll have to ask them to resend it after you unblock them.

When you put an address on your Blocked Sender List, incoming messages to you from that address are immediately deleted.

Email Guy

Posted by: Dan Priedeman   |   March 4, 2007 9:06 PM    |   (501)

I followed the instructions for importing my Address Book from one email address to another and I keep getting an error. See if I make this clear: I now have 3 email addresses in my earthlink account, call them A, B and C.
First event - I exported the (A) Address Book and got a .csv file on my Mac Desktop. Then I opened email (B) Web Mail and imported that .csv file, choosing the Replace All option. Worked fine.
Second event (tried 4 times on different days with the same result) - I exported the (B) Address Book to a new .csv file. Then I opened the (C) Webmail. When I tried to import the new .csv Address Book file, I got the message: "The address book is temporarily unavailable. Please try back soon." I waited an hour then until the next day and got the same result. What does that mean and what do I do to get around it?

Posted by: Vickey Baggott   |   March 5, 2007 10:03 AM    |   (502)

When I want to send/forward/reply to a message, the default is "Write Message" PLAIN which allows me to type a message. I want to use "Color and Graphics". However, when I click on "CaG", I canNOT type in the text box. WHY NOT!?!?!?!

Is there ANY way I can set my messages to default to "CaG" and actually TYPE my messages????


The answer is here.

As for the default setting, yes I plan to add an option for that in the near future. Currently you can't change the default.

Email Guy

Posted by: Mike   |   March 5, 2007 1:57 PM    |   (503)

Why do I get Web Mail unavailable in Internet Explorer, but have no problems accessing it using Firefox? If it were truely unavailable, shouldn't I receive the same message in FireFox? Right now, I prefer IE, but can't access it. I do not even get the log in screen, just that it's unavailable. Please help.

Posted by: Joan Basson   |   March 5, 2007 2:39 PM    |   (504)

In the email program from earthlink, I do not have a place by Write Message where I can click to change the font or color as is indicated in the help section. I have an upgraded MAC & come in with safari. Why is there no place to click to get that tool bar to use ??? Thank you

Unfortunately, that feature does not currently support Safari. It works for Firefox or Netscape (among others), both of which can be used on your computer.

Email Guy

Posted by: Jerry Gerber   |   March 5, 2007 2:54 PM    |   (505)

After upgrading to Firefox I noticed that when I go to the web mail home page, my email address is automatically entered, but my password is not. Previously, both email address and password were automatically saved and re-entered each time I check webmail.

It may be a problem involving Firefox, but my question is if Earthlink changed anything so that saved passwords no longer appear and the user has to enter it manually?

Jerry Gerber

We didn't. It's a bug in the FF update, and one fix is described here.

Email Guy

Posted by: Bob   |   March 5, 2007 6:12 PM    |   (506)

Until recently, items deleted from the Suspect Email folder were fully deleted immediately. Now all of a sudden, they're going into the Trash folder, requiring an extra step to eliminate them. Considering that the vast majority of items in Suspect Email are spam, the previous behavior was more sensible, as it shouldn't require a 2-step procedure to get rid of that spam.

On a different topic, I notice that you've fixed several of the problems involving attachment file names and Firefox: Attachments sent from webmail using Firefox are no longer prefixed by "null/", and attachments received in webmail using Firefox no longer get their names truncated if they include spaces. However, one such problem still hasn't been fixed: If you receive a message containing attachment in webmail using Firefox and you right-click on the attachment name and choose "Save Link As..." from the popup menu, it still gets saved with the name "MsgAttachment.htm" instead of its correct name.


I don't know how we missed that "Save Link As" in Firefox, but thanks for catching it. If you left-click, you get the Save/Open and you do get the correct name on save. And the right-click works right in IE.

On the deleting from Suspect Email, that should be fixed tomorrow night, it was inadvertently changed. There is another problem introduced that will also be fixed tomorrow night, described here.

As always, thanks for your helpful feedback.

Email Guy

Posted by: chet   |   March 5, 2007 6:33 PM    |   (507)

i set up the new protection pack addreses. In the instructions it says that you can select an address from the drop down windowwhen creating an email. NO WINDOW APPEARS....How come and what can i do to have the drop down tab appear? It also says there is a MANAGE YOUR PROTECTION PAGE ADDRESSES, No MANAGE your protection page appears.. Please advise me as to how this all works

Posted by: Brendan   |   March 5, 2007 6:57 PM    |   (508)

Is there a way I can create multiple drafts/templates with attachments for future use and store them in a folder. I send out information on real estate opportunities on a regular basis and most of the time it's the same old stuff. Thanks.

Web Mail isn't set up to do that. You'll be better off managing that kind of thing using Outlook 2003 or some other email program installed on your computer.

Email Guy

Posted by: Justin Vincent   |   March 5, 2007 8:56 PM    |   (509)

My mom's e-mail account is full and everything is being bouncing. What size limit do you put on mindspring accounts? Is there a way to get this size increased for free? She has a lot of spam, but last I talked to her, she just didn't have the time yet to delete it. I was bugging her to switch to g-mail if this is a problem, but it would certainly be easier for her to just have her account made a little bigger.


Justin Vincent

The Known Spam folder does not count in the storage quota and does not take up her space. The limit for stored mail is 100MB counting all folders except Spam. This limit will go up to 1GB in a few months.

To save space she should put unwanted messages in the Trash by using the Delete button, and then they will be automatically removed in 2 weeks. Or she can manually empty the Trash sooner using the link beside Trash.

Email Guy

Posted by: Lucy Garrick   |   March 5, 2007 11:51 PM    |   (510)

What are the limitations on file attachments. I send large powerpoints to clients and the server rejects them.

Thank you.

At the upper right of this page click on Search and type "message size" in the box.

Or you could read What is the size limit for messages and attachments? on the front page of this blog.

Email Guy

Posted by: Barry Gross   |   March 6, 2007 5:03 PM    |   (511)

Is there any way to make "Color and Graphics" the default style when writing an e-mail? I keep forgetting to click on Color/Graphics (OK, so I'm not too bright) until I'm halfway through my message, and end up having to reset everything (after cutting and pasting what I've written) in order to switch over. Thanks.

Not yet, but there will be. We will create a setting for that in Web Mail 6.0, to release in a few months.

Email Guy

Posted by: Craig Scanlon   |   March 7, 2007 7:18 AM    |   (512)

Is there any way to retrieve recently deleted e-mail. I use only webmail...no other packages such as outlook, etc.


I assume you are asking about messages you deleted (maybe accidentally). EarthLink never deletes any of your messages except Known Spam and Trash. Deleted messages are kept in the Trash folder for 2 weeks by default, which may be less if you have changed the setting. Once a message is emptied from the Trash, it cannot be recovered.

If the above did not answer your question, then see this article.

Email Guy

Posted by: Duane   |   March 7, 2007 11:20 AM    |   (513)

Earthlink is hosting our site. Does this allow us to check the email that came with the hsoting via a web interface? If so, where is that page so I can login.

Posted by: paul   |   March 7, 2007 12:09 PM    |   (514)


Why does the SPAM confirmation page squeeze the subject of the SPAM e-mail into a very short (9-10 characters) line, when there's tons of room to the right of it on my screen? - What screen resolution was this designed for - 640x480? (I run at 1152x864, when I'm reading e-mail)

This is the screen after you have checked the spam e-mails in your inbox, and have hit the "this is SPAM" link.

Posted by: Langdon O.   |   March 7, 2007 2:53 PM    |   (515)

I'm guessing this is an easy question. I have checked FAQ and search with no luck. When I print a webmail, it cuts off the right hand side of the text. I'd like to do two things: first, tighten/ bring in the right margin for when I am writing a new message or replying, and second, be able to print the whole thing. I assume that the first will fix the second. Can you help? thanks

Printing web pages from Internet Explorer is notoriously buggy, especially the issue you describe. This is unrelated to Web Mail. It has gotten much better in the newest IE7. You can find more information and help for this problem on Google.

Email Guy

Posted by: george valenti   |   March 8, 2007 12:32 AM    |   (516)

I am using mozilla firefox. When I send a forwarded e-mail to anyone, they get the title but not the text. Please help. Thank you, George Valenti

When someone forwards you an email message already sent to them, and they forward it to you "As Attachment" then you receive the original message as an attached file, and not as an inline message. You can then click that to open it and view. But if you then want to forward that on to someone else, you also need to forward it again "As Attachment" to prevent the problem you speak of. Web Mail is set by default to forward "Inline". You will see that selector when you are forwarding a message.

We will be fixing this in the near future so that the default behavior will properly handle that message.

Email Guy

Posted by: Lois Shern   |   March 8, 2007 11:29 AM    |   (517)

On Tuesday, 3/6, I set up several emails with attachments. I sent out a couple on Tuesday and, while the paperclip showed up, no attachments came into the recipent's mailbox. The emails that were sent yesterday, 3/7, did the same thing. This morning I did a test - went to web2mail - sent an email to myself with an attachment. That worked. Then forwarded it to another mailbox and the attachment did not go with the forwarded message. In the past, attachments have always gone along with the forward. What is happening to the attachment when it is forwarded?

Is this related to the problems yesterday? Or did something happen in my system?

Lois Shern

Posted by: burt   |   March 8, 2007 3:01 PM    |   (518)

After I log in, why do I have to look at the "Overview" page each time. I don't really need to read the definitions of "Known" spam, "Suspect" spam, et. al. each time. Any way to skip this page? Thanks for your help.


It sounds like you may have saved your bookmark to the wrong page. When you go to Web Mail you want to start at webmail.earthlink.net.

Email Guy

Posted by: Steve Minion   |   March 8, 2007 5:58 PM    |   (519)

I'm using the latest Safari browser in my Mac, and I'm having a problem opening up emails. On occassion I get an "error status code undefined", upon opening an email. Type out a reply, and click on send but nothing happens. Or the email gets stored in my drafts folder after I'm told it's unable to be sent. Anyone else having this problem?

Posted by: Leslie   |   March 8, 2007 7:43 PM    |   (520)

Hi, I've looked everywhere for a way to change my font for my outgoing messages and signature block. It seemed to change one day out of the blue. I also cannot alter color. I have a Mac laptop and there just isn't an option by "Write Message" for this.
Do you have any suggestions? Are all of the options available for the Mac? I've searched through the help, preferences, your FAQ, and cannot find the solution for this seemingly simple task.
Thanks so much!

In the Write Message view, at the top are links to switch between "Plain" and "Color and Graphics" (html email). If you are using Safari, this option is not current supported and doesn't appear.

Email Guy

Posted by: John S.   |   March 8, 2007 11:03 PM    |   (521)

It seems that since I updated my earthlink email acct. the other day, when I forward an message with an attachment the attachment doesn't follow with the piece. Also there is a different feature that has two boxes regarding attachments and saving to your sent box which I leave checked.

Posted by: David   |   March 9, 2007 10:57 AM    |   (522)

Whenever I edit a contact in my address book to specify a Mailing List/Group to which it should be associated, the contact will not appear in the "show all" display for its new group.

Instead, I have to find the contact my clicking a letter on the alphabet links that corresponds to the contact's name.

The only time a Mailing List/Group will display all its contacts under the "show all" display, is when those contacts were added at the time the Mailing List/Group was originally created. My problem is occurring for contacts being added/switched to a group at a time after the group's original time of creation.

For a small number of contacts this isn't a problem, but I'm planning to use my Webmail as my new business email address and the thought of having to search among 50 or more contacts in a group to find one particular contact's information isn't practical.

Thanks for any help.


Posted by: Lois Shern   |   March 9, 2007 11:12 AM    |   (523)

Here's an update to the email I sent yesterday regarding my problems with attachments. When opening a new message that has been saved in draft, the attachment is there. (I have opened the attached file to make sure). But the attachment does not arrive at the recipent's mailbox - only the paperclip shows up! As another test I have left the original attachment in the draft and added a second attachment at this point. Only the new attachment arrives.

(These problems started on Tuesday - 3/6/07.......)

Any help would be much appreciated.

Lois Shern

Posted by: Leon Kaplan   |   March 9, 2007 12:42 PM    |   (524)

I am using Earthlink Web Mail. When I receive an email with a forwarded attachment and then forward it to others, the recipients have replied that there is no attached message.

Use the setting beside the Forward button to send it "As Attachment" and it should go through fine. Resending forwarded attachments inline doesn't always work.

Email Guy

Posted by: forwarding attachmen   |   March 9, 2007 3:41 PM    |   (525)

I am having problems forwarding e-mails with attachments. If I "clean up" the original e-mail (e-mail addresses, etc.) and forward, the attachment is lost and my recipients do not receive the attachment. How can I do this without having to forward all the extraneous information?

Posted by: Suzanne Millirons   |   March 9, 2007 5:45 PM    |   (526)

When I report messages as spam, what happens to them? Who do they actually get reported to, and is any follow up done??

All those reports are consolidated and used to create new rules to block spam. Please continue to send them, they do have an effect. But just reporting a particular spam does not necessarily mean that one will immediately get blocked.

Email Guy

Posted by: A.m. Evangelisti   |   March 9, 2007 6:00 PM    |   (527)

I have read your comments about the Web Mail problems but I still am having problems trying to read the messages in the SUSPECT file. I can read some, can;t read others and in some cases there is no subject.

I sure could use your help as I am not to literate on computers so please respons in a clear manner.

Thank you,
A Evangelisti

See this article for more information.

Email Guy

Posted by: Dave   |   March 9, 2007 6:49 PM    |   (528)

I'm on dial-up. My Web Mail 5.13.1 lets me begin entering my address while the graphics are loading (which is good). However in the middle of my entering my (hidden) password, the cursor jumps back to the address line and I'm typing the rest of my password in the clear. I think some graphic-loading or ad-loading event includes a reset to the the address line.

If I'm fast enough I can get my password in before the cursor jumps. If I wait a long time until everything is loaded, the program works fine.

An annoyance.

Yes, this is a known bug. It happens when certain types of ads display on the login page. Not an excuse, but It happens on a lot of other web sites containing form boxes on the same page as ad banners. We plan to fix it.

Email Guy

Posted by: William E. Haagen   |   March 9, 2007 11:54 PM    |   (529)


Two days ago I wrote to the Support address about when I reply to a email message and try to do a spell check, I lose my reply. If I write a reply and send it to draft, then try to do a spell check my reply is still there but the spell check just stays on the spell check window and does nothing. If I copy my reply and go to write a message and paste the reply there, everything works normal. A day after I sent a message to the support web site everything worked normal, but today everyting went south again. This problem started about 2 weeks ago.

Posted by: Paul Cicci   |   March 10, 2007 1:11 PM    |   (530)

Dear E-mail guy,

Real simple one. All the e-mail in my inbox (about 17) was deleted by someone or some event other than me. I talked to your support people (in Bombay), but they couldn't resolve what happened. How could this happen, and can my e-mail be retrieved?

Thank you,
Paul Cicci

At Mar 9 15:56:06 EST, 16 messages were retrieved and deleted by the other email software running on your computer, not Web Mail. It looks like it might be Total Access Mailbox, but could have been something like Outlook Express. You will find your messages in that software now.

For more information about setting your software to leave messages on the server (to be viewed in Web Mail), see this article.

Email Guy

Posted by: Marty   |   March 10, 2007 4:33 PM    |   (531)

When I try to reply to an email in WebMail, for some reason hitting the enter key now creates double spacing (didn't before). I have to select "plain text" on the webmail page to undo this, but now of course many capabilities are lost.

I can find no settings on this page or in preferences to adjust this. How do I get the reply editor to go back to single spacing upon hitting enter???


Posted by: Dan Layne   |   March 10, 2007 4:56 PM    |   (532)

I have establised a new site on eartlink (centerforbalance.biz). I set up an email account for myself. My domain name has been siccessfully pointed to earthlink from register.com

The mailbox I set up on my earthlink site is "(deleted by Email Guy)"
When I attempt to login to the email via web mail one of three things happen:

1. I get in succesfully (actually only two successful logins)
2. I get a message saying that my login info is incorrect
3. I get a message saying "user inactive"

I have been very careful to enter my username ans password correctly. I was able to get in last night. Today, I can't do it. I am very certain that I am typing my user info correctly.

Any ideas? Anybody else having similar issues? I used my alternate email address as a contact so that I can view your reply.

Thanks for your help.

Dan - for hosted domains, you must log in to Web Mail at webmail.hosting.earthlink.net and it won't work at webmail.earthlink.net.

If this continues to fail, please contact Customer Support.

Email Guy

Posted by: ACM   |   March 10, 2007 11:44 PM    |   (533)

I've looked in FAQ and through Search but have not found an answer: I know how to access the server for my Earthlink WebMail (which I use exclusively) but I want to be able to access my actual WebMail folders from a remote computer - can I do that and if so, how?

Only the Inbox can be accessed from other email software like Outlook Express. The rest of the folders can only be viewed or accessed by using Web Mail in your browser (from any computer). There is no way for your computer to "see" those folders outside of Web Mail.

You may find this suggestion helpful.

Email Guy

Posted by: Liz   |   March 11, 2007 2:03 PM    |   (534)

My "sent" folder does not download into my e-mail client (Outlook). I want a digital record of all the messages I've sent from webmail, but can find no way to do this other than to open each one and paste the contents into a word doc. Unfortuantly, I then have no record of attachments. Plus, it takes forever. In outlook, I am able to highlight all e-mails and copy them into a single Word doc and save the lot collectively - all at once (though still no attachments). Not only can I not perform this simple function in webmail, but I've yet to figure out a way to even transfer the "sent" folder into my regular e-mail program when I download webmail into it. I tried relocating the "sent" folder contents into the "inbox" but only one or two came through in the download into Outlok. Any suggestions? Thanks!

Any "Sent" folder is unique to the software you used to send that message. This is true for any instance of Outlook Express, for Web Mail, and for any other email software you might use on any particular computer. When you send a message from that software, the record of the sent message only exists in that copy of that software.

You can use the tip described here to download your Sent messages into your Outlook software.

Email Guy

Posted by: JeffK   |   March 11, 2007 2:29 PM    |   (535)

I've had a problem with my Suspect Mail folder delete settings for over a year now. In my Preferences within WebMail, I have my Suspect Mail folder set to delete messages older than 30 days. However, no matter what I set it to, it continues to delete them after 14 days. Any reason why???? I've worked with your Tech Support department numerous times and noone can figure it out. Thanks.

This is a known problem described in this post, and it has existed for several months now. You'll be glad to know that the fix should be in production within the next few weeks.

Email Guy

Posted by: lee   |   March 11, 2007 2:37 PM    |   (536)

I have a large list in my e-mail address book. How do I get in to it to remove some of them. Why isn't the system set up to do this without a lot of trouble like this. My other e-mail accounts with other sites let me do it.

To manage your Address Book, click the link which says, "Address Book" in the left panel of Web Mail.

That page makes it easy to list, sort, and delete addresses. Perhaps you didn't see it.

Email Guy

Posted by: Jane Prokesh   |   March 11, 2007 4:17 PM    |   (537)

WHY am I having to sign in every time I log on? This is MOST annoying! I have not had to do this previously. I may shop for another service if this continues.

Jane Prokesh

Jane - we have never allowed Web Mail login to persist after you close your browser. It is session-based for your protection, and you are signed out when you close your browser. This hasn't changed.

Email Guy

Posted by: john farrell   |   March 12, 2007 1:11 AM    |   (538)

Counted to ten, tried the FAQs and Search. Bupkus. Zilch. so why when I try to send a message do I find that I've been disconnected. I realize that four letter stuff is uncivil and crude, but frankly I'm into the ten letter zone. I can't even figure out how to search for a possible reason this is my second shot at this tonite. what the heck is wrong with earthlink? Is this done as a matter of business as usual. to make matters worse I got a pop up from the dismal clowns at IE which said "the error code is 12007" or some such typically useless junk. Where and when can i get my work back. And if not, my money, as in a rebate.

Posted by: Thom   |   March 12, 2007 9:04 AM    |   (539)

Dear email guy,
I have tried on line and dial up sales and tech support with no results or answers. I also did a search. I signed up for the free email with Earthlink. After signing up I decided I wanted to upgrade to premium email. When I try to upgrade the system will only allow me to create a new account, not upgrade the existing one. That means my user name is taken in the old email account. I have been told it is impossible to cancel an email account. How can I simply upgrade my existing email? Again, sales and tech support sent me back and forth for 30 minutes with no answer.

You should have been able to upgrade the account and keep the email address. I'm investigating why this wasn't done in your case, and I'll get back to you (here and by email) once I have an answer.

Email Guy

Posted by: rick   |   March 12, 2007 1:52 PM    |   (540)

How do I add a group of email addresses, received in an email, to a group file in my address book?

You must first add them to your address book in the normal way. Then you can click "Group/Mailing List" at the upper left part of the Address Book page, click on Add, and you will then be able to select each address you want to add to that group. Then just give it a name and save it.

Email Guy

Posted by: Steve Sprague   |   March 12, 2007 2:13 PM    |   (541)

Hello Earthlink Email Guy,

I've read through your existing threads and don't belive this has been covered. If this problem is not something under you authority, I do apologize.

I use Outlook Express and have found the Spam Blocker add-on for Outlook/Outlook Express to be very handy. After I upgraded my browser to IE 7, though, the links to the Suspect and Known spam pages delivered an "unknown URL" type of error. This happened even though the little add-on button correctly reported the number of known and suspect messages. Emails from Earthlink's regular support desk advised me that this was a known problem and to check back later for an update.

Today, I figured I'd uninstall the add-on and then reinstall it to see if things have changed. Silly me. I find now that the add-on is nowhere to be found on the Earthlink web site. Is there something in the works for the add-on, or is it gone for good? Is there any way to get the install file for the old version sent to me, so I can at least restore the old setup?

Thanks for your help.

The Outlook plug-in has been discontinued, and the old one will not work with IE7. It is no longer available for download. The spamBlocker features can only be managed from Web Mail or from the EarthLink Total Access Mailbox software.

Email Guy

Posted by: Margie   |   March 12, 2007 7:26 PM    |   (542)

If I have an e-mail with a virus will it affect my computer if I open it through webmail rather than my desktop earthlink account?

All email received in your EarthLink mailbox has been scanned for viruses during delivery. For any virus that does get through, you can only infect your computer by clicking on or opening an attached file. You cannot infect your computer by simply viewing an email message in Web mail as long as you don't click on or open any attached files. Doing so will execute the virus program, whether you do it in Web Mail or in any other email software.

Email Guy

Posted by: Cherrie   |   March 13, 2007 4:42 PM    |   (543)

Am having a problem with Suspect Spam and didn't see anything about it in FAQ. I can't read nor delete individual emails from that folder since the outage. I can't even get the pulldown menu to do anything with the emails. Am I the only one having this problem?

Posted by: Ted Fairbanks   |   March 13, 2007 11:12 PM    |   (544)

Will we get "suspect mail" option back? In web mail I used to be able to see all my suspect mailings and choose to delete, add, or clasify as spam. Now I cannot find anywhere to click on to see suspect mail.

Check your settings under spamBlocker. That folder is only present when you are on the High setting.

Email Guy

Posted by: c. g.   |   March 14, 2007 9:48 AM    |   (545)

my parents have aol dial up. when i try to check webmail.earthlink.net on their computer it acts like the server is not available. it also adds an "s" to the http. I correct it back to http and it still can't find earthlink. It acts like the earthlink server is down, but if I go over to their juno access it goes right through. Is AOL blocking access to earthlink?

Wow, this is the first time I heard about it. It certainly sounds like they are blocking the site, although I can't imagine why. I'll see if we can confirm it.

Email Guy

Posted by: Al   |   March 14, 2007 2:07 PM    |   (546)

When I pull up the first page of webmail.earthlink.net it shows as an https or a secure site. When I login, the "s" disappears. Is it not a secure site?

Thanks for your help,

The rest of the session is controlled by the setting in Preferences / Web Mail Options / Secure Session and that has always defaulted to Off. Unless you are on wireless or on a LAN, the setting probably doesn't have any utility for you, and Off is best for most users, especially on non-IE browsers that won't cache images over HTTPS (and so will be a lot slower if you change the setting). You can find more that I've written on this subject here and here.

I'd also note that EarthLink is the only major Web Mail provider that even offers such an option; Gmail, Hotmail, Yahoo, and AOL do not. It only offers real increased security in the two cases I mentioned (and you may be one of those) but it also can cause problems for some users.

Email Guy

Posted by: Bruce White   |   March 14, 2007 2:59 PM    |   (547)

A friend has been trying to send me an e-mail with both a Word attachment and a PDF attachment. I don't know if she's embedding the documents in the e-mail, or if she's sending them from a Mac. I do know that all I receive is an e-mail from her with a little tiny compressed smudge at the top of her e-mail that I believe might be her attachments. What is it about Web Mail that's keeping me from seeing her attachments, and how can I view these?

This sounds like the known problem with attachments sent using Apple Mail. Web Mail cannot currently decipher those, and there isn't anything you can do other than have them sent using another email program, or you view them using another email program. It is the combination of Apple Mail and Web Mail that doesn't work. Hopefully we will be able to fix this.

Email Guy

Posted by: Joe Vallejo   |   March 14, 2007 6:30 PM    |   (548)

For several days now we have been unable to send mail with picture attachments. I assure you that it looks proper, they are under the 10MB size limit for the total message and we are well versed at this. Hit send button, messgae goes but the attachments disappear from the message and are not being received by the recepients.

Likewise, when we use the spell check feature the message reformats to "compacted text" and in some cases disappears entirely. Help.

Rename the files to not include spaces in the names and you should be OK. This problem will be fixed very soon. It was introduced in the 5.13 release.

Email Guy

Posted by: RSLitman   |   March 14, 2007 9:09 PM    |   (549)

"The option to add a domain to your Blocked Sender List is not available with this selection. If you selected multiple messages when you clicked This is spam, try selecting one message at a time to reveal that option. Note: The option may still not appear if a message's headers contain multiple domains."

Why is this the case? Can't you just write some repetitive code that will search each message and pluck each domain/email address from each one and stick it into the Blocked Sender List? Are you afraid that we will accidentally overlook someone within these multiples who we didn't want to block in the first place?

Also, I did get a bit trigger happy once or twice and added a legitimate domain to the list. After I got the Blocked Sender report and realized my mistake, I found it difficult to dig through the list of domains and email addresses in the drop down box to find the one I wanted to eliminate from the list. What would be nice is a box in which I could type in the name I want to REMOVE just like the box that exists to type in the name to add.

In an upcoming release that list will be sorted to make it a lot easier to manage it.

Email Guy

Posted by: Walter Daniels   |   March 14, 2007 11:18 PM    |   (550)

Can someone explain, in simple, logical terms, *why* I have to fight for the cursor to remain where I put it, when trying to sign in? I *do not* want to wait for a minute or more, while ads, unnecessary background fluff, etc., loads. So that I am not constantly putting the cursor _back_ where I want it. HINT: it's the sign in fields, specifically the password.

It is a known bug that we have been trying to fix, and it's caused by the ad banner on that page. This will happen on other sites as well, whenever a form entry box is on the same page as a banner. Hopefully we will have it fixed soon, I know it is a nuisance.

Email Guy

Posted by: Morgan   |   March 15, 2007 8:13 AM    |   (551)

In the past week or so, webmail defaults to non-HTML format -- both emails in my inbasket and also new emails that I generate. I have made no changes to my preferences. I am using Internet Explorer. Is this a bug?

I don't think it is possible to start a new message in HTML mode, it will always be plain text until you toggle it. When replying to other messages, the format is set to match the original. We do plan to add a Preference so that you can save the desired new message default.

Email Guy

Posted by: Don White   |   March 15, 2007 11:42 AM    |   (552)

This has happened to me before, but I never did anything about it. Happened again yesterday, and now I am upset enough to do something (like research the problem and write this comment. I don't use webmail that often, but do occasionally when I am at a different computer from the one I usually use. Anyway, yesterday, I logged into webmail. I had a message I needed to respond to, but the response required some detailed research on my part. I spent 45 - 60 minutes researching and composing my response simultaneously. When I finished my response, I clicked send only to have a screen pop up telling me I had been logged out due to inactivity. I was exasperated and furious because all was lost. This was done without any inactivity warning pop up (like Bank of America does when you haven't done anything for ten minutes); no saving to the "drafts" folder like Total Access does or anything else. Actually, come to think of it, I complained about this once before to Earthlink, but it was not through this webmail blog process. I actually suggested that they just add a simple fix with a pop up like Bank of America does. Or better yet, about saving it to the drafts folder. To just log people out with no warning and no possibility of saving their work is just not right and very frustrating. Hope you can get this fixed soon. I look forward to the fix and your response.

You're right, this is a bad problem and it creates a terrible user experience. I apologize that it happened to you. There are actually two issues here. The first one is that your session was incorrectly timed-out before it should have been. We have people working hard to fix that now. The other issue is being able to save your work if the Send fails for any reason, timeout or not. We are going to add that ability in an upcoming release.

Email Guy

Posted by: Frank   |   March 15, 2007 11:42 AM    |   (553)

I have read the 'Frequently Asked Questions' regarding my inbox being cleared of messages. I only us the 'webmail' tab on the earthlink home page to view my e-mail. I do not use 'outlook express' or any thing else. Today (the second time in one week) my inbox has been cleared of messages. I am losing business contacts because of this, and...this means MONEY. I am seriously considering changing from 'earthlink' to another.

The logs show that you do have other email software running frequently and checking your account, and that software has retrieved and deleted your messages. You need to check any computers you use for Outlook Express or Total Access Mailbox or some other email software, and you will find the messages you are looking for.

Most recently this happened at around 7AM EST today. All your messages were retrieved and deleted by other email software, not from Web Mail.

Email Guy

Posted by: CIN   |   March 15, 2007 12:47 PM    |   (554)

I accidently deleted an e-mail out of my suspect e-mail. I meant to move and add contact but hit delete instead. This e-mail was important and I do not have an e-mail address to ask sender to resend. Also I do not have that persons name. Is there any way that I can get that back.
I would not bother you with this if it was not important to me.
Thank-you for any help!!!

If you used the Delete selection by the Go button (which it sounds like you did), the message was put in the Trash folder and you can recover it there. If you used the "Delete All Messages" button, you would have had a confirmation asking you if you were sure you wanted to permanently delete all the messages. And they were then permanently deleted and cannot be recovered.

Email Guy

Posted by: Linda   |   March 15, 2007 1:29 PM    |   (555)

Okay, I'll ask again (sent this message last week too), because I haven't seen this issue addressed. Since the problems with the update last week, the NEW messages in my inbox are not highlighted. Prior to the update, whenever I would open my e-mail, all the NEW messages would be highlighted and thus easy to pick out. Now, however, they are un-highlighted which makes them look like they've already been opened even though they haven't. What gives? When will this be fixed??


This is only the case with the topmost message, and then only if you are using the Preview window. When the message is displayed in the preview, it is being marked as "read". This is a bug and will be fixed in an upcoming release. All messages besides the topmost are still correctly displayed in bold when unread.

Email Guy

Posted by: Kersi   |   March 15, 2007 2:16 PM    |   (556)

I have many hundreds of emails in WebMail (inbox and sent) which I need to save to a .html or .txt file where the subject line would be the filename.

Looked, read and tried. Not sucessful. Please let me know if there is a solution or any plans for this feature?


There isn't any good way to do this, or any plans to add such a feature. You can forward the message to yourself and use the "As Attachment" option, then save the received files by right-clicking the attachment link. The file is going to have some parts of the Web Mail page saved with it. The only clean way to do it is to copy and paste the message contents to a new file and save it.

Email Guy

Posted by: Clifford Perrenod   |   March 15, 2007 3:34 PM    |   (557)

Hi E-Mail guy:

I recently posted a comment regarding the Suspect Spam Folder: When I select an item in the folder as spam and click on it to send to your filter, instead it is emptying into my trash bin. Last reply from you on this was that a fix was going to take place. It hasn't. I am still having all of my selected spam instead going into the trash bin. Is the new expected version?



When you report spam, the message is also moved to the Trash.

Email Guy

Posted by: RSLitman   |   March 15, 2007 6:11 PM    |   (558)

Regarding post #549 - the comment I put at the end about the difficulty in finding an email address/domain in the dropdown box for the Blocked Sender List was an afterthought. Thanks for the information on an improvement for this in an upcoming release.

However, I was more interested in getting an answer to the first part of my post, for which I went to the trouble of copying and pasting the information from the "This is spam" confirmation page. At your next convenient opportunity, can you please either address this or point me to a blog entry where you have already addressed this for someone else? Thanks.

There was a technical reason given to me back when we last modified that feature (quite a while back) and I don't recall exactly what the limitation was. There are also some use-cases where users would end up inadvertently blocking domains they would not want blocked in cases involving forwards and list servers, for example. I'll try to get more details for you.

Email Guy

Posted by: Rebeccah   |   March 15, 2007 6:55 PM    |   (559)

Saben K on the live chat tech support suggested I post this question here:

I'm having trouble opening Office attachments to my e-mail when using Web Mail, and I'm not sure whether it's an Office configuration issue, a Windows configuration issue, a company network policy issue, or something about the attachment file itself or how you present it as an attachment in the Web Mail UI.

The problem is that when I click on the attachment link, rather than opening the document in the browser or in Word, or being given a choice of whether to open or download, I go straight to a chooser window for where to save the file. At this point, I don't want to save the document, I just want to look at it.

Our company network admin says they haven't pushed any polices down that would do this.

I do have the Web Mail security settings configured so that HTML isn't rendered in my messages, I get to see the raw HTML code. I don't know if that has any bearing or not. I haven't tried changing that setting.

It's been going on for about a week or so that I've noticed, and that's how long ago Saben says the last release of the Web Mail app was pushed to production.



That behavior should not have changed, and I can't reproduce what you describe. What browser and OS are you using? There was a short-term issue with Firefox 1.5 that was fixed. You can reply to email-guy at earthlink dot net.

Note to others: that address only accepts messages I have specifically asked for in advance, and all others are immediately deleted.

Email Guy

Posted by: Bill   |   March 15, 2007 7:15 PM    |   (560)

Dear Email Guy,
I just discovered this Blog so I don't know if this has been covered before. If so... Sorry.
I have to scroll way over to the right to see my web mail inbox and messages. Recently, however, in addition, my in box and messages are much less wide than at other times. The messages apear to be intact but the subjet lines only have ~20 charactors. When I refresh the page, it comes back sometimes wide and sometimes narrow. Is this related to my using an old version of Mozilla as in the questions about no subject line? I am using Mozilla under Linux and not really sure how to down a newer version. Thanks... Bill.

I suspect a newer browser would clear this up. Try this site.

Email Guy

Posted by: Tim Miskell   |   March 16, 2007 9:42 AM    |   (561)

I opened my webmail folder this morning to find only one message. I'm a lousy housekeeper and I generally leave a bunch of messages in my in box, even though they have already been read.
As I remember, there were 13 messages, plus or minus a few, when I closed out the last time. Today there is one. Where did the others go? They're not in the trash or suspected spam. This has happened a time or two before.

See this article. I checked your logs, and that is what happened. You retrieved and deleted the messages using other software, and that is where the messages are now.

Email Guy

Posted by: JB   |   March 16, 2007 10:10 AM    |   (562)

I have Dial-up from earthlink & this type of connection limits the speed in which I can download attachments to emails sent to me. I occasionally receive emails with file attachments (unsolicited/not asked for) that are up to 9 MB from friends & relatives. They have been informed that I have this problem, but seem to forget about the trouble sometimes. So, I would like to know if there is a custom filter available in Earthlinks webmail that I can use to limit the size of emails I would accept. Thanks.

There isn't such a filter. Messages over 10MB are refused, but under that are delivered normally.

Email Guy

Posted by: NL   |   March 16, 2007 2:18 PM    |   (563)

Why do images in the body of a message get converted to attachments in WebMail? That really messes up a lot of messages, where images are meant to be viewed with the accompaniment of text. Also, there's no way to insert an image into the body of an outgoing message. This is a REALLY basic email function, every other mail program I've ever used has had it--I'm pretty sure WebMail *used to* be able to handle graphics, too! (And doesn't "Color and Graphics" mode imply that images--graphics--can be used???)

Are there any plans to fix these problems?

Whether images appear in the body is controlled by the sending program, and they are displayed correctly in Web Mail when you receive them. When you subsequently forward those messages, inline images are sometimes converted to attached files.

Web Mail has never had the ability to insert a picture in the body of an original message, but we will be adding that feature.

Email Guy

Posted by: Trevor   |   March 16, 2007 5:59 PM    |   (564)

please consider putting a button on earthlink, to delete MULTIPLE spam messages instead the one at a time. I receive about 30 spam messages daily, and it is very time consuming doing it one at a time.

I posted this before and never received a comment back..

The checkboxes at the left of your message list are used to perform the same action on multiple messages at one time. Check all desired messages, then click the action at the top. The very topmost checkbox selects all messages displayed.

You can also increase the messages-per-page setting in your Preferences / Web Mail Options, to as high as 200 if you wish, allowing you to manage more messages at one time.

Email Guy

Posted by: mary louise wilson   |   March 16, 2007 8:26 PM    |   (565)

how can i read all the messages in my Inbox, not just the unread ones, from another computor?

Opening Web Mail (webmail.earthlink.net) from any computer always shows all messages in all folders including the Inbox, regardless of the unread status. Which computer you are on makes no difference at all. If you deleted them, they will be in the Trash folder. If you emptied the Trash, they are gone forever and can't be viewed from any computer. But in all cases, the messages viewable in Web Mail are exactly the same on all computers at all times. That is one of its advantages over using other email software.

Email Guy

Posted by: Steven Kemper   |   March 16, 2007 8:35 PM    |   (566)

When using webmail (my internet access is through Earthlink Satellite) I receive an error message telling me that my "status code is undefined". I'm able to use webmail, however every time I click or try to execute something, this window appears and I must click it to clear it before webmail will execute any command. What does the message mean, and how do I go about defining my status code?

Thank you!

The only way I know to produce that behavior is to delete cookies while logged in to Web Mail, including the cookies needed for the application to function. Make sure you aren't doing that, or blocking any cookies related to the Web Mail site.

Email Guy

Posted by: Sherry Waters   |   March 16, 2007 10:28 PM    |   (567)

When writing a new message, there doesn't seem to be a way to make the type bold, italic, or a different size. I searched "webmail help" on the Earthlink main page, and it said to click on a link next the word "write" and a toolbar would appear. There is no link anywhere. Also, I ran a bold/ital/size variable sample test from another computer, different mail system same Safari browser, and when I received the email it was plain type. I checked my preferences setting, can't see anything there that would change this particular thing. This is driving me nuts! Help! I feel stupid! What am I doing wrong?!
Thanks for any assistance you can provide.

That feature isn't currently supported for the Safari browser, and should be visible on most others. We will be adding support for Safari in a future release.

Email Guy

Posted by: Stephen   |   March 17, 2007 10:57 AM    |   (568)

While it was taking 2:23 minutes to load the WebMail page, I noticed that a url ( tacoda.net) was setting a cookies. Who are they and why are they setting cookies??
Oh, and I'm called a "human" most of the time.

That cookie is just part of the ads and isn't anything to worry about. The long page load you report isn't being experienced by most users, so I suspect something is amiss with your particular connection.

Email Guy

Posted by: zulma davila   |   March 17, 2007 12:26 PM    |   (569)

Hello, I am contacting you for what you will undoubtably consider a general question, only after trying and trying to get live chat support, and getting nowhere. Very frustrating!
My question: I will be traveling, and will need to access my e-mail from outside the country, how do I go about this?

Thank you very much for your promp response.

You can access Web Mail from any computer with an Internet connection. Simply browse to webmail.earthlink.net.

Email Guy

Posted by: Meridith Grisaffe   |   March 17, 2007 5:00 PM    |   (570)

I am having a problem with the synchronization of my email address book between Web Mail and my Earthlink address book. I have the error net.earthlink.zero.ZooException:addrbook.noupdate. How can I resolve this issue?

I have referred this to our Address Book team for investigation.

Email Guy

Posted by: Sue   |   March 18, 2007 12:15 PM    |   (571)

Can you send a group email without disclosing the email addresses of the recepients? Thank you.

Yes, that is the purpose of the BCC line (blind copy). Any addresses you put on that line are not sent to or shown to any recipient. Put the whole group on that line and just put yourself on the To line.

Email Guy

Posted by: Jerry Kaiser   |   March 18, 2007 12:55 PM    |   (572)

I'll be out of the office and would like to leave an auto-repond to that effect; however, I'm concerned that spammers will receive the message as well. What can I do about that? Do I need to transfer my Entourage address book into webmail; and, if so, do I need to do that one by one?

When you turn on the "Vacation Message" feature, it will only be sent in response to messages that are delivered to your Inbox. That means that spam which is "caught" and goes to the Known Spam folder, will not get the message, and if you use spamBlocker on High, then messages that go to the Suspect Email folder will also not get the vacation message. However, if you are also using an autoreply on your spamBlocker, all messages delivered to Suspect Email will continue to get that spamBlocker challenge reply, but they won't also get the vacation message.

Email Guy

Posted by: Candy   |   March 18, 2007 1:08 PM    |   (573)

I am having problem with the web-mail not being able to forward e-mails on to friends. It's not attaching the attachments. What's up with that???

This is happening with filenames that contain spaces in the names, and the fix should be deployed in about one week. I apologize for the delay and inconvenience.

Email Guy

Posted by: David Palmer   |   March 18, 2007 2:01 PM    |   (574)

Sometime between last night and this morning, my inbox was cleared of over 2000 emails that I was holding on to. I only use webmail. I've never had this problem before. Can you check your logs to see what happened? Are these msgs really history or can they be restored?


You aren't just using Web Mail. Perhaps inadvertently, you have run other software like Outlook Express or Total Access Mailbox, and it has retrieved and deleted all of your messages. You will find your messages by checking the other email software installed on your computers.

At Mar 17 10:05:47 EST, 1583 messages were retrieved and deleted by your software. That software is continuing to run and check your mailbox regularly up until the time I checked the logs. The last time was Mar 18 15:00:18 EST.

Email Guy

Posted by: gail   |   March 18, 2007 4:14 PM    |   (575)

My mom has Earthlink email and lives in a different state. Is there anywhere on the website that shows what the Earthlink Webmail looks like. I looked at the tutorial. Via telephone, I would like to beable to say the send button is in the upper left corner and the attachment paper clip is next to the X button, etc. but I don't know where on your opening page the different buttons are. Sorry for such a basic question, but it is difficult to tutor someone over the phone if you can't see what they are. Thank for your help!

I would suggest you just open Web Mail so that you are both looking at the same thing. You can get a free account at https://fma.myaccount.earthlink.net/fma/register.jsp

Email Guy

Posted by: neutrino   |   March 18, 2007 4:15 PM    |   (576)

I have three items that I believe would improve webmail:

1) I understand the need to limit the size of attachments to 10MB. However, it is very annoying when I need to send more than 3 attachments that total well below 10 MB. The only apparant solution is to send more than 1 email, and alert the recipient that another one is coming. This seems completely unnecessary. Perhaps there must be SOME limit, but 3 is not large enough.

2) There should be a "Request Read Receipt", similar to outlook. When using webmail, especially when traveling, I need to add in my message "Please verify that this message has been received".

3) The spell checker is vastly inferior to what one has on outlook. Even very common words are not suggested when misspelled.

Anything that could be done to address the above issues would be appreciated--Thanks!

In an upcoming release you will be able to attach more than 3 files.

On "read receipts" please read this post. When you use that in Outlook, only recipients using Outlook even get the request to send you a confirmation. And that is all it is, a request for the recipient to send you a confirmation (which Outlook facilitates). It can be a useful feature if all your correspondents also use Outlook, but we don't have plans to support it in Web Mail.

As for the spell checker, I don't disagree. I will get it updated soon.

Email Guy

Posted by: RSLitman   |   March 18, 2007 9:23 PM    |   (577)

This is a comment on post #575. I'm not a person who gets to the point right away, so please bear with me.

I "collect" my Web Mail every day or so using Netscape's email client - probably the last person on Earth who uses Netscape for email! (I've been a Netscape email user from my home computer since August 24, 1996, although I've gone from version 2.something to version 7.something over the years. I've also gone from Windows 95 to Windows XP on different computers.)

At work, I use Outlook. At least my exposure there has shown me what this software is like. I have my Outlook preferences configured to let me know when someone has read my email. This works great, as expected, at work, where almost everyone I email to is another person at my company.

Every so often, I email something home to me. When this happens, when I try to collect my email through Netscape, I get a prompt telling me that the sender wants confirmation that the message was read. When I first started doing this, I did send the confirmation, and sure enough, the next morning at work, there was a read receipt in my Inbox. I don't send the confirmations any more, and in fact when I think of it, I turn them off before I send such emails. I also get this message sometimes for other people's messages to me that I read in Netscape. I always respond in the affirmative - to send the confirmation.

My old Netscape version has a confirmation option, but I found that whenever I used it, it never worked. Perhaps it was designed only for Netscape-to-Netscape communications (a very rare phenomena these days, I'm sure) or an internal email network only.

I don't get the confirmation requests when I open emails in Web Mail, but if I later open the same emails in Netscape, I do get them.

To summarize:

1. Netscape 7.something honors the requests for read receipts (and I think earlier versions did, too), although these can be declined by the recipient.

2. Netscape's own requests for read receipts, at least in version 4.something, did not work when I tried them.

3. Given what I've said in item 1 of this summary about Netscape honoring an Outlook request, it might not be so farfetched for Earthlink to at least think about both requesting read receipts and sending these on to people who send messages requesting them to Earthlink recipients.

Please note that this is not a hot-button issue for me (at least now), and I'm only bringing it up to make you aware that this does work in at least one cross-platform situation.

Incidentally, where I work, when I set an out-of-office message through Outlook, only people sending within the company get it. Where I used to work, this also went to outsiders, and I also get out-of-office messages from people at other companies. So this must be an installation-defined feature of Outlook.

It's interesting to know that another email client supports that feature. I did some research and several non-Outlook clients do support this feature, although in my research it looks like most users consider it a nuisance and turn it off in their software. As I mentioned in the post you referenced (and the link back from that one), all the feature does is essentially "ask" the recipient to reply confirming that they got your message, and the client has a configurable "reply" message that you can send back by clicking on OK.

I'm still not convinced it adds much value, but I can look into supporting it in Web Mail. I think most users who ask for this think there is something automatic about it, not realizing there isn't. Other thoughts are welcome, and the Open Thread page here would be a good place for users to comment on this.

Email Guy

Posted by: Bonnie Newburg   |   March 18, 2007 10:10 PM    |   (578)

Hi Email guy,

I have one suggestion, and one question.

First, the question: when I am forwarding an Email in Firefox, why does it only go in text, with every line starting with a >, and no photos or formatting? I've looked and looked for a solution, but I haven't found one. I finally went back to IE to look at my Email (shudder - I am NOT a Microsoft fan!) so that people could actually see everything I am sending them.

For the suggestion... any chance of getting some sort of supplemental "Address Book" for things like newsletters and the like? I get a ton of these - and the only way to get these items to go into my inbox is to add them to my address book; however, the emails they come from are "no-response" emails ("do not reply to this email, there is no one home" sort of thing). So I have to clutter up my address book with a mass of these things, and when I do want to send something to someone, I have to scroll through all of them to find the scattered people that I send emails to. A separate place to put to put these would be wonderful. Right now, the only thing I can think of to do is not add them to my address book - and sort through the scam folder (over 40+ sometimes) every day for my newsletters etc. In which case, what's the sense of having a scam folder?


The best way to keep these separated is to only put the domain in your Address Book. Those won't show up in your contact list anywhere, not in the autocomplete, or the popup list, or the Address Book page. You have to click the link for "companies/domains" to view them. So if you need to allow email from "sales@bigwebstore.com" then just add "bigwebstore.com" to your address book.

Email Guy

Posted by: Stephanie Digby   |   March 19, 2007 12:40 AM    |   (579)

Can't find in FAQ's. Until recently, when I marked something as spam, it was automatically deleted from my web mail. Now it goes to the trash then I have to delete it from the trash. Why the change and can anything be done about it? Thank you.

I guess we are going to need to add a user setting for this. The reason for the change was that a LOT of users wanted it changed, to protect them from inadvertently losing something important when they click the wrong button.

You don't have to empty the Trash unless you need to free up space, it is emptied automatically according to the setting in your Preferences, which defaults to 14 days old, but you can shorten it to 1 day in Preferences.

Email Guy

Posted by: Diana Dean   |   March 19, 2007 11:38 AM    |   (580)

After I sign on to the Internet and go into web mail and read the mail, can I sign off the internet and access the web mail offline to read my emails?

No, Web Mail requires you to be online. Since messages are being read directly from the server and are never stored on your computer, you must be online to view them.