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View When messages you want to receive are flagged as spamGeneral

From: Email Guy
Subject:       When messages you want to receive are flagged as spam
Date: March 29, 2008 10:53 AM
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Some users have reported that messages they want to receive in their Inbox are sometimes being flagged as spam and going to the Known Spam folder. This is called a "false positive" when our spam filters mark a message as spam but you don't consider it to be spam and want it to be delivered. There are several reasons this can happen. I'll describe some of those and then describe a solution you can use to help us reduce the number of false positives.

Some common causes of false positives are:

  • You have signed up for a mailing list or announcements from a bulk email sender (a company or organization), but many other users are reporting messages from that sender as spam using the "This Is Spam" button in Web Mail. When a sender has a bad reputation as reported by thousands of users, this can result in their messages being filtered for all users.

  • A person that you correspond with may have a compromised computer that has become infected with a virus created by a spammer, and their computer is sending out thousands of messages unknown to that user. When that happens, that sender can get listed as a spammer and all their messages might start getting flagged as spam.

  • In a few cases, regular message correspondence that is not spam might be incorrectly flagged because it has similarities to actual spam and gets caught by a filter. Your reports help to refine the filters to be more accurate.

If messages that you want to receive are being flagged as spam, please follow these steps and we'll try to get it cleared up:

  1. In your spamBlocker settings, make sure the setting for "Delete Known spam immediately" is turned off. That allows you to save and view the messages that were marked as spam. To get to the setting, click on spamBlocker / Settings.

  2. When you get a message in the Known Spam folder that should not be there, select the message (or view it) and click the button for "This Is Not Spam". That sends us a report of the problem.

  3. If after a couple of days, your report using "This Is Not Spam" did not seem to have an effect and the problem persists, then we'd like you to take an extra step to help us investigate it. Report the lastest false positive using "This Is Not Spam" and then also write a new message to us at falsepositivereport@earthlink.net. Provide us with the sender address for the messages that are still being caught in Known Spam, and also the Subject line that was in the last message you reported. This information will help us locate the report for investigation. Make sure you send it from the mailbox where the problem occurred.

If the problem persists, one drastic solution is to turn the spamBlocker level to Off. If you don't get much spam in your mailbox, that might be a workable temporary solution. Doing that will cause all messages to go to your Inbox and nothing will get filtered.

Aside from EarthLink spam filtering, your own personal Blocked Sender List can also block messages from being delivered. Unlike the spamBlocker filter, which puts messages identified as spam into your Known Spam folder for your review, your personal Blocked Sender List prevents delivery entirely, and messages you block that way cannot be recovered. If you have inadvertently blocked a sender, you can edit your block list by clicking on spamBlocker / Blocked Sender List (or Preferences / Blocked Sender List). Before reporting a false positive as described above, please make sure you aren't blocking the messages yourself.

One last thing - if you are using spamBlocker on the High setting, then messages from senders not in your Address Book are delivered to the Suspect Email folder. This is completely separate from the spam filtering that puts messages in Known Spam, so don't confuse the two and only use the steps above when messages are delivered to the Known Spam folder.

View Take the Web Mail SurveyGeneral

From: Email Guy
Subject:       Take the Web Mail Survey
Date: March 24, 2008 1:48 PM
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UPDATE: the survey is now closed. Thanks to all who participated. We'll publish a summary here soon.


  We want you!

Your opinion is needed! I want to make sure we spend our time working on the things that are most important to you. Please participate in the Web Mail survey to let us know what you think. It's only 10 questions, and you can complete it in less than five minutes.

Access the survey by clicking here.

When I have enough responses I'll publish a summary here on the blog.

View Certificate problem with Norton 2008General

From: Email Guy
Subject:       Certificate problem with Norton 2008
Date: March 19, 2008 5:02 PM
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A number of users who are using Norton Internet Security 2008, have reported getting certificate errors when navigating to Web Mail. The error will inform you that "Revocation information for the security certificate for this site is not available".

When using Norton 2008, the problem can also happen on other web sites, not just EarthLink Web Mail. Norton has published a support bulletin on their site here. The instructions say that running Norton Live Update will fix the issue.

A similar problem happened last year with Norton 360, and Norton fixed it with an update to their product. So perform the update function built-in to the Norton software and see if that resolves it. A Google search shows me that it is happening to users of Norton 2008 on other web sites, not just here.

But Web Mail is safe to use. The same certificate check is built in to the IE7 browser (Tools / Internet Options / Advanced / Check for publisher's certificate revocation) and if you allow IE to do the check without Norton running, it will pass and not give a security warning.

Again, Norton's instructions to fix the problem are here.

UPDATE: based on a report from user David Schwartz below, there apparently are two separate problems going on here. If you use IE6 without Norton, this problem can occur if you have changed the advanced security settings in the browser. But if you use IE7 (which has that setting enabled by default), the problem only occurs if you do have Norton (not updated). We're working on the IE6 issue now to find and fix the cause if it is on the EarthLink side. Thanks for the report.

UPDATE: the IE6 problem is fixed.

View Workarounds for double-spacing in HTML ComposeBugs

From: Email Guy
Subject:       Workarounds for double-spacing in HTML Compose
Date: March 6, 2008 4:58 PM
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Currently when Internet Explorer users compose an HTML message in Web Mail, the Return (Enter) key on the keyboard inserts a paragraph space instead of a single line feed. You are using HTML compose (as opposed to plain text) by default when replying to an HTML message, or if you have started a new message and selected "Color & Graphics" on that screen. This allows formatting the text in your message.

The "doublespace" problem has been reported by a number of users and we intend to get it fixed soon. In the meantime there are a couple of things you can do. The best solution may be to use the Enter key only when you want a new paragraph, and otherwise just allow the compose window to wrap your text automatically as you type. Then it will be single-spaced. Any email viewer your recipient is using is going to wrap the text for them too.

If you need to insert a single line feed, a couple of clever users pointed out on this blog that you can do so by pressing Shift-Enter instead of just the Enter key. That will put in a regular line break instead of a new paragraph. Incidentally, it isn't actually "double-spacing" as some have referred to the problem; if there were simply two line feeds you could backspace off one of them. You can't. It is actually an HTML paragraph tag being inserted.

As far as we know the problem does not occur on other browsers, just Internet Explorer. But it will be fixed soon.