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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
-- and --
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.


    « Previous   |   Showing Comments 1126-1150 of 2999   |   Next »   |   End »

Posted by: Steve Miller   |   July 12, 2007 11:34 AM    |   (1126)

Webmail seems to change the file name of all .doc attachments. I receive a number of MS Word attachments originating from different people. Webmail changes any spaces in the file name to plus signs. For example, "A letter from steve.doc" is received as "A+letter+from+steve.doc". This does not happen if I read mail in my other client, Eudora.

Yes, this is a known problem that we are fixing.

Email Guy

Posted by: Bay Brown   |   July 12, 2007 11:50 AM    |   (1127)

Where can I change the setting to keep my mail online longer before deleting?

And how can I increase the mailbox size?


There is no automatic deletion of any email in your Inbox or other folders you create. Those messages remain forever until you delete them. Only the Trash and Spam are autodeleted, according to settings you control under Preferences / Web Mail Options.

You should read this FAQ if you think messages are being deleted.

Currently you can purchase additional storage space by clicking on My Account at the top of any page, and logging in there. We are working on increasing the minimum quota for all mailboxes to 1 Gigabyte in a few months.

Email Guy

Posted by: David L. Pearlstein   |   July 12, 2007 3:46 PM    |   (1128)

when I log into webmail, my autostore E Mail address appears. It accidently has a comma instead of a dot.I cant change it for some reason. It always goes back to the E Mail address with the comma

See this FAQ, third paragraph from the bottom.

Email Guy

Posted by: Bradley Warner Tompkins   |   July 12, 2007 6:09 PM    |   (1129)

Hello, e-Mail Guy,

After doing a search of the blog using "search for" (including the quotes) as the target string, this seems to be the proper place for the following:

Re. "Search for Message"

This function should remember recent settings, at least for the duration of a login anyway.

It should allow searching "ALL" folders as an option.

It should either default to the INBOX, a user selectable box, or at least remember the last box used, even across logins (which assumes cookies are preserved of course).

This may be a Firefox browser issue, but...
When I click inside the text entry box for "Search for messages that contain:", a pop-up list appears with things I recently entered in this box (a good thing) but also contains stuff I entered earlier while visiting other websites (a weird thing) including sites I visited when I wasn't even logged into web mail.

BTW, you should consider archiving or relocating some of the older comments here. When I tried to Preview my post, the system insisted on reloading all of the thousand+ comments, even though I wasn't already showing them. What a totally stupid waste of your bandwidth and my time that was!


Wow, thanks for pointing out the problem with the comment preview, I never caught it and no one ever reported it. I fixed it now.

We are reworking the search feature. As for the autocomplete feature of your browser, it is showing you everything ever entered in any form box that happens to have the same name for that entry box (hidden to the user). I think IE is smarter on this feature, and associates the form entry with a specific site. You can delete those entries individually by arrowing down the list to them and using Shift-Del in Firefox (or just Del in IE).

Email Guy

Posted by: sandy   |   July 13, 2007 10:45 AM    |   (1130)

for the past three weeks or so, EVERYtime I log onto Email I have to complete this page: "Welcome to Web Mail First Time Setup" with the name I want to appear on my outgoing messages. Is there anyway to have this stop appearing each time???? Thanks----(:>)

To fix this, click Preferences / Web Mail Options and scroll to the bottom where you see "Your From Name". Enter the name you would like on your outgoing messages (blank is OK) and then click Save.

The problem of this not always saving properly from the First Time User screen will be fixed soon, but it will save from the Preferences screen and will stop prompting you.

Email Guy

Posted by: Bob   |   July 13, 2007 11:07 AM    |   (1131)

I use Webmail exclusively to access my email accouts. Your Ask Email Guy is an outstanding addition to Earthlink services. Adding a similar system to address other issues would be great! Since I have found support phone calls unhelpful, inconsistant, and hard to understand, I am hoping you will be able to assist.

Recently I have converted my Earthlink account to paid. I am attempting to reduce the number of open email addresses. In fact, one of them (*********@uid.onemain.com) is not one I set up. At one point I was told that this account had to exist. Is this the case? Can I delete it without harming the other email accounts? In addition, "My Plan Details" lists all my current email addresses as FREE and then notes that additional email boxes cost $4.95.

Being charged for an account I never set up and do not use is a little pointless.

When you go to My Account, only the primary (listed as "Owner") cannot be deleted, as that one is your actual account identity. All secondary identities can be deleted. If you want to change the primary to something else, you have to call Customer Service and ask them to change it. They can switch another of your identities to primary, or create a new one if the name is available.

Email Guy

Posted by: Sherry   |   July 13, 2007 12:39 PM    |   (1132)

I am losing my email somewhere. It will say I have 5 messages, then when I go to Web Mail option and sign in- it says I have no unread messages, even tho I just saw the topic on my Earthlink page. This has happened twice, and I don't know where it went, or how to retrieve it. I checked the trash folder, and the others are seperated, and it wasn't there. So, I'm losing it somewhere between my home page and going into my inbox. Thank you for any help.

No messages are lost. You are running other email software (like Outlook Express or EarthLink Mailbox) at the same time that you are viewing Web Mail, and it is retrieving the messages from your mailbox and deleting them. I've confirmed this in your logs. You will find the messages on your computer in that software. See this FAQ for more help.

Email Guy

Posted by: case   |   July 13, 2007 12:45 PM    |   (1133)

Is there a way to find out when the trash folder was emptied?

If you have your Trash folder set to autodelete in your Preferences, then it will periodically delete all messages older than the time period in your setting. If you put email in the Trash frequently, then you can simply look at the oldest message in the Trash folder (bottom in the list) and the last deletion would have been shortly before that date.

Email Guy

Posted by: Ann   |   July 13, 2007 5:50 PM    |   (1134)

I have the anonymous e-mails, and they are great, however, I have over 1,500 emails in one of them and want to delete EVERYTHING, or get rid of this particular e-mail. How can I get rid of it and start over? It's using up almost half of my space.

Click Anonymous Email to go to the page to manage those. There is a Delete link beside each one. There is an Add More link underneath them. Delete it and add a new one anytime you want.

Email Guy

Posted by: Larry   |   July 13, 2007 9:39 PM    |   (1135)

How can I keep my personal name from showing up when I send an email?

Click Preferences / Web Mail Options and scroll to the bottom where your name setting appears. Blank it out and click Save. This will take it off of all email sent from Web Mail only. If you use any other software to send email, you will need to change the setting in that software too.

Email Guy

Posted by: Bob   |   July 13, 2007 11:12 PM    |   (1136)

During roughly the past week, I encountered several strange emails where Webmail seemed to think there was an attachment (named "attachment"), although there wasn't any attachment. These were all spam messages received in my Suspect Email folder. The View Email Source feature indicated that there wasn't any attachment (or any message body either--the emails consisted of nothing but headers). If I tried clicking the supposed "attachment" link to save it to my hard drive, it saved a zero-byte file.

Since these cases all occurred after the 5.16.3 update, I wondered if they were connected with that update somehow. However, the problem may also have been caused by erroneous headers in the received emails: The "Content-Type" headers were set to "plain/text" (instead of "text/plain"); also, the "Content-Transfer-Encoding" headers were set to base64 (but, as I said, the content appeared to be totally empty except for headers). If you're curious about these cases, I can send you an example.

Incidentally, while checking this out, I noticed that a bug I reported around 6 months ago, involving saving attachments from Webmail using Firefox, has never been fixed. If you click normally (e.g., left-click) on an attachment link, it saves with the correct filename (possibly after prompting what to do with the attachment). But if you right-click and choose "Save Link As..." it still produces a file with the name "MsgAttachment.htm".

Good to hear from you again Bob.

I wasn't aware of this quirk of Firefox when saving attachments, but that is definitely a bug and I'll see that it gets fixed now. I must have overlooked it when you reported it before, and no other user has mentioned it.

You might be interested to know that we have fixed some of the troublesome MIME-part bugs that you commented on in the past, particularly for receiving messages from Apple Mail, and for nested forwarded messages. If you still see any problems please let me know. We are also working on implementing some of the other good suggestions you have made before, relating to the Color and Graphics compose feature. That is being completely reworked.

Email Guy

Posted by: Roy B. Scherer   |   July 14, 2007 8:36 AM    |   (1137)

I've been having problems with Yahoo! Groups, which has been repeatedly reporting that my ISP -- that is, Earthlink -- has reported that my account has been suspended because of extended inactivity.

This is now fixed.

Email Guy

Posted by: Russell Galen   |   July 14, 2007 8:57 AM    |   (1138)

I am paying for a customized domain name, which does not show up when I send mail from WebMail, only when I use Outlook Express. Can WebMail be configured to use my domain name, or if not, are there plans to improve this? Sending mail from public computers, my clients see my address as @mindspring.com, not @mycooldomainnamethatIamveryproudof.com.

To send from that address, simply log in to Web Mail with that address. Whatever account you log in is the one you are sending from. You are logging in with your mindspring address and not your domain address.

Email Guy

Posted by: greg   |   July 14, 2007 9:42 AM    |   (1139)

long time ago, we got earthlink dial-up...now we use dsl but keep earthlink dial-up as a back-up...on many sites, they'll have a "contact/email us" button...when i use this, i frequesntly get an earthlink promp box to dial-up/connect...'tho i want to use webmail with dsl...i tried your online chat folks who suggested fixes, but none of them work...any ideas?

Change the connection setting in your default email program ( the one opening when you click these links) to use the current connection and not try to open a dialup connection. On Windows go to the Internet Options Control Panel settings and under Connections set it to Never Dial a Connection.

Email Guy

Posted by: rich   |   July 14, 2007 11:16 AM    |   (1140)

Even tho my spam settings tell known spam to NOT be deleted but sent instead to my known spam folder I got a spam report today from earthlink that a mssg from a domain on my blocked list had been deleted!

Your Known Spam folder and your Blocked Sender List are two different things. You are referring to the delete setting for your Known Spam. The Known Spam folder contains messages flagged by EarthLink as spam, and is unrelated to your personal block list. When you put an address in your Blocked Sender List, that message is blocked and not accepted for delivery at all, there is nothing to delete. The message is never delivered, but is "blocked". See the notes at the top of your Blocked Sender List page in Web Mail.

Email Guy

Posted by: Scott Lovell   |   July 15, 2007 10:18 PM    |   (1141)

Email Guy,
I have a large group of Cub Scout parents that I want to send regular emails to. I have about 150 addresses. How can I work around the 100 address limit in Web Mail? I tried putting 75 in the TO: and 75 in the CC: but that didn't work either. It still says I can't have more than 100 addresses. Any suggestions?

-Scott Lovell

You will have to send the message twice, sending to only 100 the first time, and the remainder the second time. Or you can use other email software like EarthLink Mailbox or Outlook Express, which will not have the limit of 100 recipients per message. This limit only applies to Web Mail.

Email Guy

Posted by: Robert Gorso   |   July 16, 2007 1:15 PM    |   (1142)

host mx2.mindspring.com[] said: 550
550 Dynamic/zombied/spam IPs blocked
Our host is not in any of the referenced lists
I can not seem to contact anyone at earthlink in resolving this issue. What can be done to resolve this issue?

Follow the instructions in the message you got back. It first tells you to send a message to a specific address. When you do that, you will get an autoreply with further instructions and with reasons why the block may have occurred. Those instructions will tell you to put the IP number of the sending server in the subject line and send another message. That will get you unblocked.

Email Guy

Posted by: Dennis Bush   |   July 17, 2007 10:03 AM    |   (1143)

I use Web mail exclusively. When I reply to an email message, the paragraph formatting cannot be controlled. Every time I hit the enter key, the response spaces down 1 1/2 to 2 spaces. This makes my email response look odd at best and unprofessional at worst. Any suggestions to control the formatting on email replies?

We are fixing this. You can toggle to Plain Text at the top before typing your reply, as a temporary solution.

Email Guy

Posted by: kailey   |   July 17, 2007 10:09 AM    |   (1144)

how do i add a second e-mail accout/address?

Click My Account at the top of any page and log in there. Then click on "Add a new email profile."

Email Guy

Posted by: ron   |   July 17, 2007 4:10 PM    |   (1145)

Can I have my email automatically forwarded to another email address?

Sure. In Web Mail click Preferences / Email Forwarding, and set the address there. All incoming messages will then have an exact unmodified copy (except for putting "FW" in front of the Subject line) automatically re-sent to the address you specify, and the original will be kept in your local mailbox unless you uncheck the option there to keep a copy. If you won't be checking the local mailbox at all, you may want to turn off the option to keep copies so that you don't fill up your storage quota.

Email Guy

Posted by: ACM   |   July 17, 2007 5:27 PM    |   (1146)

Hello --

Lately, not all the recipients I list in BCC from an address list actually receive my message - is there a limit to the number of addresses you can enter per message or may there be some other problem?

Thanks -- ACM

There is not a limit to what you can put on that line, but Web Mail has a limit of 100 total recipients per message, on all address lines combined. If you exceed that, you will get an error and the message won't send. So if the message goes out, it was sent to all addresses. That doesn't mean they received it, but it was sent. And if you don't get a subsequent bounce message from a particular recipient, that means our server was able to successfully hand off the message to their server, and anything that happens after that is on the other end.

If you are using other software to send your messages rather than Web Mail, you should check for sending errors in that software. If there are none, the same explanation applies.

Email Guy

Posted by: Colleen Riley   |   July 17, 2007 6:00 PM    |   (1147)

I can not send attachments. How do I fix this problem? My Husband wants me to get another server. I want to stay with Earthlink.
Help, Please

I already responded to your earlier comment on this with the same answer. Send an email with a file attachment to email-guy at earthlink dot net and let me have a look at it.

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: hannah   |   July 17, 2007 6:14 PM    |   (1148)

I am not receiving all of my emails. I know this because - people/clients are upset with me for not responding to their emails and there have been occasions when someone replys to all-which includes me-from an original message that I never received, but when I look at the original sent to list, I am on it. I spoke to tech on the phone about this. They said you are the person to talk to. HELP.

Check the settings on the hosted domain account you provided with this comment. That address has all email being forwarded to another address, with saving local copies turned off. So you won't receive any messages at all in that account.

Email Guy

Posted by: Jacquelyn Harris   |   July 17, 2007 7:01 PM    |   (1149)

I am having trouble receiving e-mail from Timber Products in Medford, Oregon. My dad is not able to send e-mail any longer to earthlink clients. This just recently started. Can you help?

Jacquelyn Harris

If messages from that server are being blocked, the sender will get a bounce message indicating the reason, and containing instructions. They should send a message to the email in those instructions, and this will result in an autoreply telling them how to get it unblocked.

Email Guy

Posted by: Nancy   |   July 17, 2007 8:38 PM    |   (1150)

When I go to my web mail page i get two lines of the same thing. Here is a copy of what i get:

Checked items: Select FolderTrash 2005 Directions Show Message Preview
Sender Subject Date Size
You have no messages in this folder.
Check All - Clear All
Checked items: Select FolderTrash 2005 Directions Show Message Preview

See, I get double everything. How do I get rid of the bottom one and only have the one at the top? Thanks

Try clearing your browser cache (delete temporary internet files) and then restart the browser. That will probably clear it up.

Email Guy

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