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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 1701-1725 of 2999   |   Next »   |   End »

Posted by: Lynn Lusk   |   December 19, 2007 5:41 PM    |   (1701)

In reference to #1698 regarding the inability to reply to messages and losing inbox messages that have not been ready, could you please clarify your answer as to what other email software is running. To our knowledge, we do not have any other email software. Thank you for your help.

Web Mail is a way to view your mailbox using your browser, by browsing to webmail.earthlink.net. Other email software, like Outlook Express, EarthLink TA Mailbox, etc., is installed on your computer and downloads the messages from the mailbox to your computer. See this FAQ for more help. If you intend to primarily use Web Mail, you should change the setting in your other software to leave the messages on the server. Instructions are in that FAQ.

The logs show that you are regularly doing both. You are launching some other email software on your computer, and you are also accessing Web Mail using your browser. If you try to do this at the same time, you will get the behavior you described, as the other software is downloading and deleting your messages while you try to view them in Web Mail.

Email Guy

Posted by: Nancy Scobee   |   December 19, 2007 6:50 PM    |   (1702)

I had your e-mail /DSL service for a few years. Then embarq bought out Sprint. I have missed lots of e-mails since. How may I as reasonably as possible, get my e-mail address back??

Thank You

Call 1-800-EARTHLINK and ask to have your account converted to Premium Email, which is an email-only account for $3.95 per month. This will allow you to keep your EarthLink mailbox. If the account has been cancelled less than one month, you will still have all your settings too. Be sure to go to Preferences in Web Mail and turn off the Forwarding to the new address, which they will have turned on for you when you made the change to the new service.

Email Guy

Posted by: rollyn l kidd   |   December 20, 2007 4:19 AM    |   (1703)

I just need to known how to open my spam email. On my old dial-up connection to the left of each spam email was a box i could check and then go to the top of the spam listings and select what i wanted to do with the mail. And right now I desperatly need to retrieve an email in order to get my airline confirmation. I have 24 hrs to do so. thank you. respectively Rollyn Kidd

You need to log in to Web Mail at http://webmail.earthlink.net

The spamBlocker features can only be managed from EarthLink Web Mail or from the EarthLink Total Access Mailbox software, and not from other email software.

Email Guy

Posted by: Bill D   |   December 20, 2007 6:22 PM    |   (1704)

Withouut plowing back through months of comments, don't I recall Earthlink plans to increase our mailbox capacity to 1 GB this Fall. It's Dec 20th, you are running out of Fall! What is the current scheduled date?

If the date is a sliding target, how about offering another bump above the extra 300mb? I need the space.


It is a sliding target, and the recent re-org has pushed it back. We aren't able to provide mailboxes larger than 400MB at this time. That isn't due to storage limitations, it is because our email system won't currently support larger mailboxes.

Email Guy

Posted by: Don Scoralle   |   December 22, 2007 5:54 AM    |   (1705)

I am getting a msg "this is not a valid email address" from a friend (deleted).
Please explain why theirs is not a valid email address....Thanks....Don

That error refers only to formatting, and means that the address entered is not in a valid format. This usually happens due to the real name part rather than the address part, and you are probably replying to someone who has entered their return address incorrectly. Try typing in just the email address (user@domain), or delete the real name part if you are replying. See if that fixes it. If so, the name part is mis-formatted.

Email Guy

Posted by: Nancy Poole   |   December 23, 2007 8:32 AM    |   (1706)

When signing in to webmail, is there any way to "save" the username and password? As I am the only one with access to this computer, it would come in handy. I clean cookies every night with ATF Cleaner and that seems to wipe out all the info.

Clearing cookies is going to delete the automatic form entry that Web Mail provides when you check that checkbox on the login page. That uses a cookie. However, your browser has a form autocomplete feature that does not use cookies, and that will still remember your login information for you. See this FAQ for more help.

I'd also suggest that you should selectively delete cookies rather than globally. There is no security or privacy risk with cookies that simply save your settings for a trusted site like EarthLink Web Mail. If you are skeptical, you can read any cookie in your temporary files directory and see exactly what is stored in it, they are just plain text files, often with random number strings that are just unique identifiers since they don't know who you are. No web site can read or access any cookie on your computer except the site which created the cookie (which in many cases is a third-party advertiser who is embedded in many different web sites, hence their ability to track your usage habits across sites).

I've been a heavy Internet user for 15 years and I'm very security-conscious, and I personally do not clear cookies. I selectively block those that I don't want on my computer, and leave the harmless (and often useful) ones alone.

Email Guy

Posted by: Theresa Strong   |   December 24, 2007 8:36 AM    |   (1707)

I know that webmail has not been supported by mobile devices in the past, but I noticed that iphone supports it. Is it going to be supported by other mobile devices in the future?

The full wide-format Web Mail page can be viewed on some mobile devices, but awkwardly. We do not have a small-screen format available at this time. On some older mobile OS's, we actively block access knowing the mobile web browser doesn't support the required javascripts to view Web Mail. We may offer a mobile format sometime in the future, which would be viewable on most mobile devices. In the meantime, many mobile devices do come with POP email software, which works perfectly with EarthLink email today. Just enter pop.earthlink.net as the server name if you have POP software on your mobile device.

Email Guy

Posted by: franklyn berry   |   December 24, 2007 4:08 PM    |   (1708)

How do I LOSE the interface released since yesterday? In addition to the "SEND" button missing on the message composition screen ... the layout of the inbox is cramped and peculiar at best.

Please tell me how to go BACK to the old interface, as this mailer is unusable. What can one do with a mailer with no SEND capability?

There was no change to Web Mail on 12/23, and the last release with any visible changes was in October. I suggest you clear the cache in your browser, then restart the browser. That might clear things up.

Email Guy

Posted by: Philip Matthews   |   December 25, 2007 11:08 AM    |   (1709)

We recently received E-mial from a family member serving in the United States Marine Corps in Kuwait. The letter shown being sent at 1:45AM. Is that his time, eastern standard time or what time zone?

The timestamp shown in Web Mail is displayed in your own timezone, according to the setting on your computer. To see the original timestamp showing the sender's time, you can use the View Source feature in the Actions menu, and look at the original Date header on the message. It will usually show both the local time of the sender and their timezone offset, in hours from GMT.

Email Guy

Posted by: Michele   |   December 25, 2007 8:39 PM    |   (1710)

I checked my e-mail in-box a couple days ago, and EVERY single e-mail was gone. I had not previously changed any settings or deleted anything to that extent myself. All of my folders are still the same, only my in-box, read and unread messages were gone. Totally. poof.

You have retrieved and deleted those messages using the other email software you are running on your computer, and you will find your messages in that software now. I confirmed this in your mailbox logs.

See this FAQ for more help.

Email Guy

Posted by: Shirley   |   December 26, 2007 1:56 PM    |   (1711)

In Earthlink Total Access, there is a 'keep' file for messages you'd just like to quickly keep for a while. I don't see it in web mail. Or, is it there? Thanks!

All messages in Web Mail are "kept" forever until you delete them, except the Trash, which is emptied according to your Preference setting. This is also true in your Total Access software, and if you have a folder named "Keep" then I believe it is one you created for your own use, and the name doesn't have any functional significance. None of your messages in Web Mail are ever going to be deleted without you doing it, except trash and spam.

You might find this FAQ helpful.

Email Guy

Posted by: Matt Sutton   |   December 26, 2007 4:51 PM    |   (1712)

I'm using Entourage as my local email program, and want to export my contacts to my earthlink mail page. The catch: Entourage (from office:mac 2004), won't export contacts in CSV format. Any thoughts?

EarthLink Web Mail can only import a contact list in CSV format. I think there are some free utilities available to convert an Entourage contact file to that format. Try a google search.

Email Guy

Posted by: Judy   |   December 27, 2007 1:43 PM    |   (1713)

I bet no one has ever done this before. I have my email address and password saved so that I don't have to enter it when I check my emails and for some reason my computer at home lost that information. So now on my one computer at home, I can't check my email any longer because I can't remember my password.

I also have it all automatic on my computer at work so I can check it here but that doesn't help me because I don't know what my password is.

Can you help me find out what it is?

Sure, many people have done this before.

If you have forgotten your password, click on My Account at the top of any page including this one. On the My Account login page, there is a link under the password box that says, "I forgot my password." Click that, and you will be able to provide answers to your security questions that you set up previously. You will then be asked to provide a new password, and change your existing password. Then you will have to use the new one for everything, and the places where you have the old one saved (like in your browser) will also need to be updated when the login fails.

You could also call customer support and ask them to recover the current password for you. They will ask your permission to retrieve it and read it to you. If you don't want them to see it, follow my other instructions above.

Email Guy

Posted by: Rob Chadwick   |   January 6, 2008 4:19 PM    |   (1714)

In Earthlink Webmail, I have Spam Blocker off & never click the SPAM button yet major domains continue to be automatically added to my Blocked Senders list, frequently preventing us from receiving business correspondence from gmail, yahoo & other major email providers.

I have contacted support & was told that my issue was being escalated & someone would contact me. This is my third attempt to resolve this issue & each time I contact support there is no record of my having contacted them previously.

I would very much appreciate your help in resolving this issue. Is this a known bug? Once a domain gets added to the blocked sender list, it also appears there is no way to recover the blocked email.

I never want ANYTHING blocked - how can I accomplish this?

It isn't possible to put anything on your Blocked Sender List without manually doing so from within Web Mail or in the EarthLink TA Mailbox software, while logged in to your account. If you aren't doing it, someone is. In Web Mail this can be done by going directly to Preferences / Blocked Sender List, or by using the spam button and then choosing to block the domain on the dialog that pops up. In the TA Mailbox software, it can be done by clicking Tools / Edit Blocked Senders. Both mechanisms view and edit the same list. There is no other way for an address or domain to become blocked, and it just can't happen spontaneously.

Email Guy

Posted by: Judy Stevens   |   January 6, 2008 6:16 PM    |   (1715)

Re my previous questions #1428 and #1681 ...

I did, in fact, mis-word my question.

I should not have used the phrase "click next" because what I really meant to say was "click delete."

Yes, I *do* have my columns sorted, but it is sorted by date, oldest to newest. This would make you think that emails are in the order they were received and, in fact, they are, when the entire Inbox is viewed.

And yet, while the email message is on the screen, when I click Delete, I do not get the next email. It may skip one, two, ten or even fifty emails.

I'm sorry if it seems like I am bugging you, and I wish I had been clearer the first two times. I appreciate your efforts on behalf of Web Mail. Many thanks.


The column display sorting doesn't affect the actual order of messages, it is just the list display. The actual messages are in order that they were received, from newest to oldest. The "Next" message will always be the next oldest one received, whether you get there using the Next button or by deleting the one you are viewing. I know this can be confusing, but just remember that the column sorting only has an effect when you are actually viewing the column list, and has no effect anywhere else.

Email Guy

Posted by: Barbara   |   January 7, 2008 2:37 PM    |   (1716)

Your webmail log in page begins with a green flash just before and in the same area that the log in options appear (ie ID and Password boxes). Is this green flash coming from Earthlink and if so what is its significance?

Our login page doesn't contain anything like that, so I don't know what is causing this to show in your browser.

Email Guy

Posted by: Lana Gilster   |   January 7, 2008 5:23 PM    |   (1717)

Everytime someone sends me an email it is bounced back to them with the message that it is an incorrect address and earthlink is mispelled as "erhtlink." If they resend it, it gets to me on the second try.

I am not getting emails from people because of this problem. Help! How can this be fixed?

It sounds like you are sending them messages with your return address mis-typed in it, and so they can't reply. Check your return address in the email software you are using. If you are using Web Mail, check the Reply-To address in Preferences / Web Mail Options.

Email Guy

Posted by: Debbie   |   January 7, 2008 6:52 PM    |   (1718)

Is there a way to show whether an email has been picked up by the person we have emailed?

See the FAQ.

Email Guy

Posted by: Adam   |   January 7, 2008 8:15 PM    |   (1719)

I've been having a problem with the sync contacts feature ever since the latest version of Web Mail came into use. Whenever I add a new contact in Web Mail, then, later, use the sync feature to sync up the Web Mail and Total Access address books, the sync will delete the new contact from Web Mail rather than add the new contact to Total Access. Customer support has unsuccessfully investigated this problem via my Total Access program settings, so I can only assume that there's something askew with my Web Mail, since I didn't encounter this problem until the recent Web Mail update. Any thoughts?

I don't think this is due to any change in Web Mail, it is due to the settings in your Total Access software. Click the Address Book button in Total Access, then when that window opens, click on Tools / Synchronization settings. That will open a new dialog box with two tabs. Select the one for Conflict Resolution. You can then set it to "Web Mail Wins" or to "EarthLink Address Book Wins" or to "Notify Me of Conflicts". In the specific situation you describe (you last edited from Web Mail), you would want it set to Web Mail Wins. Without more detail I don't know what is causing the specific conflict in your case, as simply adding a new contact shouldn't create a conflict. But using the Nofity setting will allow you to figure it out and it will give you choices when it occurs.

Email Guy

Posted by: Phil   |   January 7, 2008 8:31 PM    |   (1720)

I cannot get 'From' name to work.
I access 'Preferences' then 'Web Mail Options' and then type my name in the 'Your "From" Name' field and then hit Save.
When I go back to check my preferences, the 'From' Name field is empty.

There is a known bug where if you ever deleted your From name there, you can't add it back. Or you may have left it blank the first time you used Web Mail when the "First Time User" screen asked you to enter a From name. Once it has been saved as a blank it will stay blank. This will be fixed in a few weeks and you'll be able to add one back.

This doesn't interfere with sending email, it just means your recipient will only see your address on the From line, without a full name. So you may want to use the Signature feature in the meantime, to add your name below your messages.

Email Guy

Posted by: james W. Nance   |   January 8, 2008 12:47 AM    |   (1721)

I get an error on web mail login saying I need to allow cookies or disable my firewall.

I have read the FAQ and seen a similar problem, ie: webmail needs to store cookies or firewall is blocking.

However, My settings allow any and all cookies and my firewall is disabled.

I have been using this account for years. - Can/Will you help me?

You are blocking cookies somehow. Check any third-party web security software you might be running on your computer.

Email Guy

Posted by: Leo Chervenic   |   January 8, 2008 12:47 PM    |   (1722)

Please forward this to whoever can solve my problem.

I contacted Earthlink support for help but after about an hour of discussing my problem, and giving my password which they said was necessary, with two technicians I was frustrated and realized we were getting nowhere and I concluded our conversation.

Problem: When I open up my Email page and click on the blank address window, I get a drop down window that has 4 email addresses in it.

Two are valid and two are not.

I would like to KEEP deleted@earthlink.net and deleted@earthlink.net.

I would like someone to DELETE deleted@earthlink.net and deleted@earthylink.net.

Thank you.

These are saved by your browser, not by Web Mail. Deleting them can only be done from your computer.

To remove them, after you have that drop-down list visible use your down arrow key to move to the one you want to delete, then press the Delete key on your keyboard. If you are using Firefox, press Shift-Delete instead. One of those two keystrokes will delete the entry on any browser.

See this FAQ for more info.

Email Guy

Posted by: Dick Cichanski   |   January 8, 2008 9:56 PM    |   (1723)

After starting my address, the log-in box automatically suggests my email address so I needn't type it in. It suggests more than one, since I have goofed on some occasions and it remembered the wrong addresses along with the correct one. How do I delete the wrong addresses, or all of them, and start over? Using Firefox, MAC G3, OS 10.3.9.

These are saved by your browser, not by Web Mail. To remove them, after you have that drop-down list visible use your down arrow key to move to the one you want to delete, then press Shift-Delete on your keyboard. Users with Internet Explorer, just press Delete instead. One of those two keystrokes will delete the entry on any browser.

See this FAQ for more info.

Email Guy

Posted by: Walker Powell   |   January 8, 2008 10:16 PM    |   (1724)

..rant on..
I really like web-mail, but I am also truly upset that I have to look at ads when looking at my email! WHY won't they make this a preference? I'm almost to the point where I'm going to drop Earthlink. And I've been here for ten years!

And worse, no one listens....well maybe you. Thanks
..rant off..


Wait a little longer and hopefully we'll have an ad-free option available. I'm working hard to push this through. Watch this blog for news soon.


Email Guy

Posted by: lBob Mascall   |   January 8, 2008 11:05 PM    |   (1725)

Why does my web mail keep dumping my inbox.
I will only have 20 or so messages saved in my inbox and it dumps them, never to be found again.
This is really disturbing.

Your messages are being retrieved and deleted by the other email software you are running on your computer, and you will find the messages saved in that software. I've confirmed this from your mailbox logs.

See this FAQ for more help.

Email Guy

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