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Ask Email Guy - 11/01/06

From: Email Guy
Subject:       Ask Email Guy
Date: November 1, 2006 11:55 AM
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What kind of Web Mail problem are you having?

Before posting your question here, check the Frequently Asked Questions
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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.

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    « Previous   |   Showing Comments 476-500 of 2999   |   Next »   |   End »

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

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