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Close Stopping spam when known senders are spoofed08/27/12

From: Email Guy
Subject:       Stopping spam when known senders are spoofed
Date: August 27, 2012 10:50 AM
Permalink   |   Comment About This

Sometimes spammers will forge the From address to be an address that is known to you so that the message appears to come from someone you know. This is particularly common when the friend has had their email account or address book compromised by a spammer, who is then sending spam to everyone in that person's address book.

If you are getting messages like this in your Inbox, you can turn off the Positive Whitelisting feature. That feature is described in this post.

Just change the setting to NO if you don't want spammy messages from (apparent) known senders to end up in your Inbox.

Close More Email Space available now12/20/11

From: Email Guy
Subject:       More Email Space available now
Date: December 20, 2011 4:11 PM
Permalink   |   Comment About This

Beginning a few days ago we increased the maximum quotas for paid mailbox upgrades. The maximum available had been 400MB for a long time, and we've increased that to 3.1GB (3100MB). The default quota for all mailboxes is still 100MB, which is all you need if you mostly use POP and store your email on your computer. If you mostly use Web Mail or you like to leave all your email on the server, then you might need a higher storage quota.

Get more information from this FAQ:

To purchase email upgrades log into your MyAcccount at myaccount.earthlink.net. Complete instructions are at the link above.

Close International customers and travelers10/27/11

From: Email Guy
Subject:       International customers and travelers
Date: October 27, 2011 2:06 PM
Permalink   |   Comment About This

For the past couple of weeks we had a number of reports and comments from users that could not access their Web Mail account from a location outside the U.S. This has been resolved.

Close Email outage Thursday Nov. 1811/19/10

From: Email Guy
Subject:       Email outage Thursday Nov. 18
Date: November 19, 2010 1:07 PM
Permalink   |   Comment About This

Beginning around noon ET on Thursday, email services were not available for most users for about an hour. Access to email was restored around 1PM. However, incoming email was still delayed for several hours for most of the afternoon. All pending email was eventually delivered sometime Thursday evening. We apologize for the inconvenience and the delays. Everything should be working properly now.

Close Update on some current issues02/22/10

From: Email Guy
Subject:       Update on some current issues
Date: February 22, 2010 11:41 AM
Permalink   |   Comment About This

A small portion of mailboxes that end in earthlink.net or mindspring.com currently have a couple of annoying problems that we are working on fixing quickly. So if you experience one of these, it should go away sometime soon.

  • The Trash and/or Suspect Email folders may not get autodeleted according to your setting. You can easily empty these yourself, and the autodelete schedule will be working again soon.
  • The spamBlocker summary emails might be sent to you daily even if you have changed the setting to be weekly or never. This should be fixed within the next week.
Close Some updates on a few things12/04/09

From: Email Guy
Subject:       Some updates on a few things
Date: December 4, 2009 12:08 PM
Permalink   |   Comment About This

I haven't been able to spend much time answering comments lately, but I've read them and published them (and I always read them). I'll get some individual ones answered today. Here is an update on some current issues which you have reported:

  • A number of people have reported the new bug where forwarding or replying to messages is enforcing a size limit less than 10MB. We have fixed this now, and should get the update released in the next couple of weeks. Currently you can only forward about 6 to 7 MB in one message. For techies who are interested, the last release is incorrectly checking size after email encoding instead of before, which means the limit is about 35% lower than it should be. This problem doesn't happen with new messages, only forwards or replies.
  • For users who have opted to use the older Web Mail interface (or are forced to with old browsers), the duplicate sending problem is still occurring, and the "internal error" message after sending happens occasionally. Those are also fixed in the upcoming release.
  • We did have a partial outage on Tuesday of this week where some users could not log into their mailbox, and delivery of incoming messages was delayed. That was fixed Tuesday night.
  • For a few days some users reported getting timeouts when sending a message from Web Mail, and that problem is resolved.

Close Web Mail outage08/25/09

From: Email Guy
Subject:       Web Mail outage
Date: August 25, 2009 8:22 AM
Permalink   |   Comment About This

Yesterday afternoon there were some service problems for several hours, and the release described below (above now, updated) was rolled back as part of the recovery. We should be able to republish the update soon. I didn't post the individual reports of the outage, instead just covering it here. I apologize for the inconvenience.

Close Update07/21/09

From: Email Guy
Subject:       Update
Date: July 21, 2009 12:50 PM
Permalink   |   Comment About This

All blog feedback has been caught up today, so check your comments.

We're actively working on Web Mail 6.1 to fix some bugs that have been reported in the new release, and to finish a few enhancements. I hope to release that within the next couple of weeks. All the feedback that came in via the Feedback mailbox (link at the top of Web Mail) has been very helpful. Here's some highlights of the massive amount of feedback we received after the new release.

  • Typically almost all regular feedback email is to report a problem or complain about something (which is usually good, we need to know) with maybe 5% just emailing to compliment us on something we did right. But this time, in the week following the new release 31% of all feedback was pure praise from users who love the new interface, feel like it is faster, or like the new features. For comparison, less than 10% was from users who either said they prefer the old interface, or they don't feel like changing and chose to opt-out to what is familiar. We provided the convenient opt-out to keep those users happy, and in fact less than 3% of all users have actually opted-out of the new interface after 3 weeks.

  • The other 60% of the feedback was normal stuff like bug reports and enhancement requests, with the user neither complaining or praising. We received hundreds of good suggestions for enhancements and improvements, and we will be using those to prioritize things and guide some upcoming tweaks.

  • Many people asked for a way to save the Rich/Plain compose setting between sessions, and that is coming in the very next release, as a new selection in Preferences. We're also adding more options to the rich text compose in the upcoming release. Then in a subsequent release we will also allow you to save all your preferred font settings (size, color, etc) between sessions.

  • We also got a lot of good feedback about things that initially confused people, and we're working on making some of those more intuitive.

Thanks for all the good feedback.

Close Email Guy out of office07/02/09

From: Email Guy
Subject:       Email Guy out of office
Date: July 2, 2009 8:41 AM
Permalink   |   Comment About This

I'm on vacation until July 14 and will catch up pending comments at that time. In the meantime, please submit your feedback about the new release using the Feedback link at the top of the Web Mail page.

Close Web Mail 6.0 released to all users today06/30/09

From: Email Guy
Subject:       Web Mail 6.0 released to all users today
Date: June 30, 2009 6:07 AM
Permalink   |   Comment About This

The new Web Mail 6.0 that we've been beta-testing was released to all users this morning.

If you have a very old browser you may not see it as you are automatically redirected to a legacy server. That's the same servers you will go to if you opt-out of the new Web Mail (link at upper right).

I'll post more later, I just wanted to begin a thread for feedback. I'll also catch up the comments from the past couple of weeks that I didn't have time to get to as we were getting ready for this release.

UPDATE: below are some snippets from the feedback mailbox in the first few hours. For those who don't like it, we provided an opt-out, and there aren't very many people using that. We're also getting a lot of good suggestions and a few bug reports, which we'll get right on.

I'll post about some of the suggestions and what we plan to do next soon. Two big ones that are coming soon and many people already commented on, are a preference to save your default font settings for compose, and an autosave to drafts. Those are already in progress.


I like the new look and ease of writing and reading messages! I was surprised to find the change when I logged on tonight, but, so far, am very pleased.

I do like the "new" look!!

I like the new Web Mail format. Easier to read and seems to make more sense. Thanks.

I love the new look and now it time to up date the home page to give the home page life. Some of the home page need to be taken out; Again great web mail look.

Thanks for finally moving Sign Out to the top. It would be easier to find and use if it were a button on the blue bar, next to News. It is not like the other things in the top utility links.

The new format is great. I like the new Search Mail feature. I no longer see the error codes. Keep doing good work.

AT first glance I didn't like it, but after the following "first use" I'm VERY happy - you have considered every issue I've felt in working under the old pages - no trouble getting color/fonts; more than three attachments possible - I LIKE IT! THANK YOU!

Great new look! KUDDOS!

i like this system. i only just started it but it looks great. good job.

THANK GOD FOR THE SEARCH FUNCTION!!!!!!! It took you guys a long time, but I am really glad to hae it

Just a note to say Thank YOU for the new format and Options with sending a email. I appreciate your help and great service!

This new WebMail is really NICE! Everything that has been an inconvenience, has been resolved!! Thanks!

Absolutely love the new design!!

Not an issue - just a thank you for moving the Sign Out button to the top where it's much more accessible. I have a small laptop screen, and it's always a drudge to scroll down to the bottom to find the button.

A nice surprise this morning. The new WebMail layout is an improvement over the old version. Sure, it will take a bit of getting used-to, but the flow is cleaner, crisper and faster - faster, I mean as far as my ability to navigate without scrolling.

Good job.

No problems or suggestions. Just wanted to say I really like the new style. Very effective and user-friendly. Keep up the good work.

I like the new Web mail page!

i like the new web mail it faster thank you , i wish it held more save mail that is so good to save , but it faster so thank you

I like your new look.
You have to do this every now and then.

i like the new look!

I really like the new web mail especially the way it handles pictures and attachements.

I like the new webmail. It is more friendly and I would like to walk through the new features.
Do you have a document or link available?
Thank you and have a good day.

I really like the upgrade you have done to the web mail interface!

The new webmail is attractive and easy to use, but you still do not have the feature I most want. Autosave.

I really like the new look of Webmail, being that I use it every day to check my e-mail, it is nice to see the refresh.

I love the new webmail design--it looks great!

I love the new design! Keep up the good work.

Very nice look! Thanks!

Thanks for all you do :)

Like your new look

I like the new look and layout - even took one of my suggestions.

I love the new design except you've lost over half of my address book???????? What did you do with it?

Like the new email! Easy to use - piece of cake to transition to. No having to scroll to get to what I need.

Much better interface. Thanks.

To Whom It May Concern,
thank you very much for nice new Web Mail!

No suggestion here,just wanted to say the new mailboxes are really cool!! Much easier to read and looks very organized.

I like the new look of the left side. Not being very computer literate, keeping it simple works for me.

I think I like your new interface.

Nice to have the Sign Out Form at the Top rather than having to scroll WAY DOWN -

I like the new look. The selection across the top of the page is better...easier access; rather than scrolling down the page to find the button. One thing I would prefer is having HTML as default. I think most of us like to edit the look of our emails without having to select another button.

I see a new look with the web mail page today and I like it. I do however hate the ebay advertisement at the top of the page that has been there since the beginning of time. How can I get rid of that?

Thanks for the new format for WebMail. So far I love it. It is like other webmail programs (Yahoo for one) and so much easier to use!

Wow!!! the new Web mail page is GREAT !!! I just used it the first time, this morning, and it's much faster. Thanks for all you do to make emailing a great pleasure --and safe while doing so:):)

Looks Great!

Close Faster Web Mail for dial-up users04/17/09

From: Email Guy
Subject:       Faster Web Mail for dial-up users
Date: April 17, 2009 11:38 AM
Permalink   |   Comment About This

I had written previously that we were testing some lightweight advertising alternatives for dialup users, that wouldn't slow down the page loads. Yesterday we started running very light text+icon ads instead of banners when you access Web Mail over a dialup connection. The speed improvement is pretty dramatic. So if you are using Web Mail over dialup, it will be faster now.

Also, if you are a dialup user and you have not yet downloaded our free Accelerator, you should do so. It speeds up all web sites, and particularly EarthLink Web Mail. Email, attachments, and the Web Mail pages themselves all load quite a bit faster using the Accelerator.

In my tests over dialup with the new light ads combined with Accelerator, Web Mail pages load almost as fast as a broadband connection. Of course this will depend on the content of your mailbox as long message lists and large messages will slow things down. But you'll see a big improvement.

Download EarthLink Accelerator from the links on the Web Mail login page, or just click here.

Close Print wrapping issue fixed, other updates01/13/09

From: Email Guy
Subject:       Print wrapping issue fixed, other updates
Date: January 13, 2009 5:40 PM
Permalink   |   Comment About This

Monday morning we put out a bug fix for the print wrapping issue that began in December. It should be fixed now. At the same time we also fixed a bug that cause some messages to not have a horizontal scroll bar available in the Preview pane.

We also added a few hundred more users to the new 6.0 interface (see picture lower down the main page or click here) as we toe-in the release to make sure everything is working ok. You'll know you have it when you see a new toolbar across the top of the Web Mail page. If you are on the new interface and leave feedback here, please mention it. We plan to roll it out to all users in the next month or so.

I'm on jury duty all week and have not caught up incoming comments but will try to get to them later this week.

Close Happy Holidays!12/19/08

From: Email Guy
Subject:       Happy Holidays!
Date: December 19, 2008 11:34 AM
Permalink   |   Comment About This

A few days ago we turned on the new 6.0 Web Mail interface for a limited number of users, and we'll be increasing that after Christmas so look for it. You can see a picture of what to expect earlier in the blog (scroll down the main page). If you are already seeing the new interface, please send feedback using the Feedback link that is in Web Mail (at the upper right in the new layout).

I will be unavailable to respond to or publish blog comments after today until January 5, so I'll be disabling new comments until then.

I'll catch up the currently pending ones today.

Happy Holidays!

Close Ignore the new version number11/17/08

From: Email Guy
Subject:       Ignore the new version number
Date: November 17, 2008 7:52 PM
Permalink   |   Comment About This

A couple of users have pointed out seeing the 6.0 version number at the bottom of the Web Mail page today. That's the only thing that changed, so don't look for the 6.0 features yet. They'll be obvious when we turn them on. Right now that code base is just running in production with all the new features turned off while we perfect them.

In a few weeks we'll be turning on the 6.0 features for a portion of our users to phase it in and get feedback, and then it will be enabled for all users after Christmas.

Close Faster ads for dialup users11/12/08

From: Email Guy
Subject:       Faster ads for dialup users
Date: November 12, 2008 12:22 PM
Permalink   |   Comment About This

If you view Web Mail over a dialup connection, you may have noticed a change lately. For about a week now we've stopped serving graphical banner advertisements when the page is viewed over dialup, and replaced them with light-weight plain text ads. Right now this is a test, but it may lead to a permanent change.

We've debated the whole advertising issue in other threads on this blog already and I know lots of users wish they weren't there at all. But one common complaint from dialup users is that graphical ads slow things down. Even though we load them last after the page is visible and clickable, some users are still affected. So now these new ads are loading about 10 times faster than before. In our tests over dialup they only take a couple seconds, instead of the much longer time that some of the graphical banners would take.

If you're a dialup user and you have noticed a difference, I'd like your feedback. Please leave comments here. We'll also be running a formal survey in about another week, which will be linked from the login page and ask just a couple questions about the dialup experience. Please also participate in that and let us know what you think.

You should see something like this if you are on a dialup connection:


If you don't see text ads on dialup, we want to know that too.

The survey is up now, please click here to fill it out.

Close Help us figure out a problem - repeated logins09/22/08

From: Email Guy
Subject:       Help us figure out a problem - repeated logins
Date: September 22, 2008 12:05 PM
Permalink   |   Comment About This

UPDATE - see solutions at bottom

In the past week or some some users are reporting that they are frequently prompted to log in again when using Web Mail. This is not a timeout, but happens immediately after starting a new session, when the user clicks on certain tasks.

What this probably means is that the session cookie that keeps you logged in is not being presented by the browser when it makes a request to the server. Sometimes this can be caused by security software running on your computer. Right now we don't know why several users are suddenly seeing this problem, but the most likely cause is that something changed in the browser or web security software that those users are running.

If this has happened to you, please provide the following information to help us pin down the cause. You can either post the information here, or send it directly to email-guy at earthlink dot net.

  • Does this happen only when performing certain tasks in Web Mail?
  • What is your exact browser version (Help / About)?
  • Have you done system upgrades recently, for example Windows SP3?
  • How are you connected to the Internet when the problem occurs?

  • What security software is running on your computer? Can you temporarily disable it or close it to see if the login problem goes away?

  • Do you have access to another computer where you can try and see if the problem does not occur while using your same account?

  • Does the problem occur on any other web sites that require you to log in?

Thanks for any information you can provide.

One user reports that Microsoft support was able to fix the problem for them. We don't yet have details of how they fixed it. We also know now that the problem is definitely that Internet Explorer is losing the session cookie that keeps you logged in to a web site, and the problem is apparently not something we can fix on the EarthLink side. But we don't yet have enough information to tell you how to fix it. Hopefully I'll have that soon.

My research shows that one thing which can definitely cause this problem is if you have your Internet Explorer home page set to open a local file on your computer and not set to a remote web site. A bug in IE will then cause it to lose session cookies from remote web sites.

Another user has some helpful information in the comments below.

More info soon....

Some users have discovered that resetting the Internet Explorer settings fixes this problem. Go to Tools / Internet Options, click the Security tab, click the "Default Level" button (Internet zone), then click on the Privacy tab, and click the Default button. Click OK. If that fails, do it again but click the Advanced tab, and then the button at the bottom that says Reset. That puts everything in IE back to its default state, and it definitely fixes the problem for all users who have tried it.

We're still trying to narrow this down further to a specific setting so that you don't have to do the reset, but this appears to work. Also, there is definitely more than one setting in the Security and Privacy sections that will prevent you from staying logged in to web sites, so it may not be the same specific setting for all users.

Please report if this works for you.

Close Web Mail Sending problems fixed09/16/08

From: Email Guy
Subject:       Web Mail Sending problems fixed
Date: September 16, 2008 4:24 PM
Permalink   |   Comment About This

For the past few days users have been reporting timeouts or retries sometimes when attempting to send messages in Web Mail. Because of your reports, we found and fixed this problem today.

The trouble started a week ago on 9/9. We found the cause and it is now fixed. Sending should now work normally and quickly in Web Mail for all users.

Close Email Guy back this week06/23/08

From: Email Guy
Subject:       Email Guy back this week
Date: June 23, 2008 3:36 PM
Permalink   |   Comment About This

I was out of the office last week and I'm catching up the pending comments now. I should have them caught up tomorrow. Thanks for your patience.

Close Ad-Free Web Mail option now available06/12/08

From: Email Guy
Subject:       Ad-Free Web Mail option now available
Date: June 12, 2008 8:28 AM
Permalink   |   Comment About This

Yesterday we added a new option to allow Ad-Free Web Mail for any account.

Click on MyAccount at the top of any EarthLink page and log in there using your master account or primary email address. Then on the left side of the page click on "My Plan Details".


You'll then see all your upgrade options displayed on the right, and Ad-Free Web Mail is the first one at the top. Just click on Enable or on More Info and follow the instructions.


Regular readers of the blog know this is something I've been working on for a while but didn't have specifics of how it would ultimately come out. Many users have asked for this option and have been eagerly waiting for it. I got you the best deal I could (details below), and I know many users will find it attractive. EarthLink allows you the freedom to access your mailbox using any email software of the your choosing, and Web Mail is one convenient way to manage your email. Web Mail doesn't require you to install any software and it can be accessed from any computer and any browser. But Web Mail has always displayed banner advertising and some users object to that. See the FAQ for more discussion on that topic.

If banner ads cause you any trouble or slowness when using Web Mail, or you just find them annoying, or you have a small display and would benefit from recovering that extra screen space, now you can. For 99 cents a month, all Web Mail advertising will be turned off for all your mailboxes, no matter how many mailboxes you have on your account. Most users have 2 or 3 mailboxes, many have 8 or more. The upgrade is just one flat price for all your mailboxes, and it's $0.99. You can make a couple of clicks on your MyAccount page and turn the ads off, and if at any time you want to discontinue the upgrade, you do that the same way.

        Continue reading "Ad-Free Web Mail option now available" » »

Close The Web Mail Survey Results05/08/08

From: Email Guy
Subject:       The Web Mail Survey Results
Date: May 8, 2008 3:04 PM
Permalink   |   Comment About This

Thanks to everyone who participated in our recent survey.

I received thousands of responses, and statistically the sample size indicates a 99% confidence level that the quantitative responses (multiple choice) fall within +/- 2.5% of the mean for the entire Web Mail user population. That means the answers should fairly represent most users. There was also great participation in the open-ended questions, where you could describe what you need or would like to see in Web Mail. I added all those answers up too (thousands of open-ended answers and I read every single one) and there were a lot of repeated themes that I'll summarize and rank.

As promised, I'm publishing the full results here. We're still digesting all the information internally and formulating plans to try and better meet the top needs of our users. But you can count on a lot of this information leading to specific solutions.

The survey gathered 3 sets of useful data:

  • Web Mail usage by tenure, frequency, connection type, browser, and OS.

  • Web Mail satisfaction for reliability, speed, features, storage, and ease-of-use.

  • Unmet needs and desired improvements.

We asked 8 required multiple-choice questions for quantitative and ranking data, and 3 optional open-ended questions for additional data on user needs and problems. Here's the results, and some comments summarizing what we learned:

        Continue reading "The Web Mail Survey Results" » »

Close When messages you want to receive are flagged as spam03/29/08

From: Email Guy
Subject:       When messages you want to receive are flagged as spam
Date: March 29, 2008 10:53 AM
Permalink   |   Comment About This

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:

        Continue reading "When messages you want to receive are flagged as spam" » »

Close Take the Web Mail Survey03/24/08

From: Email Guy
Subject:       Take the Web Mail Survey
Date: March 24, 2008 1:48 PM
Permalink   |   Comment About This

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.

Close Certificate problem with Norton 200803/19/08

From: Email Guy
Subject:       Certificate problem with Norton 2008
Date: March 19, 2008 5:02 PM
Permalink   |   Comment About This

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.

Close Apple Safari 3.0 crashing02/21/08

From: Email Guy
Subject:       Apple Safari 3.0 crashing
Date: February 21, 2008 12:28 PM
Permalink   |   Comment About This

We're investigating recent reports of Apple Safari 3.0x crashing when using Web Mail.

UPDATE: I'm seeking more reports of this problem and we need some specific information to help isolate it. Please provide your OSX version, and your Safari version, and describe the action you took that preceded the crash.

When Safari 3.0 first came out, it crashed on many web sites including EarthLink Web Mail. Then Apple pushed out a software update some time in January that fixed it for a while. See this blog article for more information.

In the past week or so it appears Apple may have pushed out another update that created new problems. We haven't changed anything in Web Mail for several months that would be likely to affect the actions where users are reporting crashes. But a lot of reports have come in the past few days where Safari users are experiencing crashes. I checked Apple's support forums and I see that many users are experiencing these problems on lots of other web sites too. Some users say that the more recent updates from Apple caused this. Some users say they have reverted certain updates to earlier versions to clear up the trouble. We're going to do some tests to see what we can figure out.

In the meantime you might find help and information here:

My suggestions are:

Make sure you have the latest updates from Apple, and see if that clears up the trouble. If you have a new Mac with the first version of Safari 3.0 on it, it definitely has to be updated to stop Safari from crashing. This is a well-known issue not just affecting EarthLink users. Or if you just have the earlier versions of Safari 3.0 and don't have the recent updates, that may solve the problem. It has for some users.

We're working on tracking down any compatibilty problems that we may be able to control.

UPDATE: A little research seems to indicate that these problems might be related to the Flash player used with Safari. There is a discussion thread about the problem here:

Some users have reported fixing the problem by uninstalling the Flash plugin and then reinstalling the correct one from Adobe. Several users on that Apple forum report that this solution works (copied from the Apple forum, not verified yet):

Adobe FlashPlayer should first be uninstalled using the appropriate uninstaller available here: http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_14157&sliceId=2 and then the latest version obtained from here: http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash and installed.

Close Never put your password in an email message02/11/08

From: Email Guy
Subject:       Never put your password in an email message
Date: February 11, 2008 4:44 PM
Permalink   |   Comment About This

Lately we've had reports of scammers setting up an EarthLink mailbox with an official sounding name like "accountupdate@earthlink.net" or something similar. Then they send out email to all the earthlink addresses they can find (or randomly hit) asking you to "confirm" your account information by sending back your password. They are very clever at making the email look and sound official.

NEVER ever send your password to anyone in an email. EarthLink will never ask any user to do this under any circumstances. If you are ever asked for information like this in an official-looking email, it is a scam, 100% of the time. Do not reply to the message. Once the scammer has your password, they usually begin sending out spam from your account, thus hiding their own identity. This also can result in your own access being suspended due to no fault of your own, and your account can be turned off until you call in and get it straightened out.

When we get these reports or we catch them through our own monitoring, we immediately shut down the scammer accounts. But beware, as scammers are persistent and will keep trying, and we usually can't catch them until after some damage is done. Always safeguard your account information, particularly your password.

If you think you might have been a victim and need to change your password, just click on My Account at the top of any EarthLink web page. Log in there, select the email profile you need to update, and click on the Edit link beside Password. Change it to something new that is known only to you.

Close Email outage today01/29/08

From: Email Guy
Subject:       Email outage today
Date: January 29, 2008 3:49 PM
Permalink   |   Comment About This

For several hours today (Jan. 29) users were unable to log into Web Mail or to POP using other email software. In Web Mail the attempt would result in either an "invalid domain" or an "invalid username" error.

This problem should be fixed now, and all users should be able to log in to their mailboxes again. We apologize for the inconvenience.

Close Find answers in "Ask Email Guy"01/23/08

From: Email Guy
Subject:       Find answers in "Ask Email Guy"
Date: January 23, 2008 8:41 AM
Permalink   |   Comment About This

If you haven't browsed the "Ask Email Guy" pages then you're missing out on the most popular and useful part of this blog. That section is where I give straight answers to questions from users about any Web Mail problem or feature.

Click the "Ask Email Guy" link to the left, and you can read all of the published questions and answers. You'll almost certainly find some information you can use there, and your own questions have probably come up before. Feel free to jump in and comment on anything I have written there, or help another user with your own suggestions.

If you have comments or suggestions that don't need a direct response from me, feel free to put those in the "Tell Us About It" section of the blog. Your feedback is important, both here and in the feedback mailbox linked from your Web Mail page (on the lower left under the folders).

Close Problems with reported with the new Safari 3.001/07/08

From: Email Guy
Subject:       Problems with reported with the new Safari 3.0
Date: January 7, 2008 4:38 PM
Permalink   |   Comment About This

Since the release of the new Safari 3.0 (beta) browser last month we have had some reports that it crashes when users attempt to use Web Mail, or crashes when performing certain tasks. This is with OSX 10.4.

Thus far we haven't been able to reproduce this in any of our internal testing, and we've had trouble-free testing with Safari 3.0. If you can provide more information to help us pin this down it would be appreciated.

Keep in mind, that browser is a beta release which you use at your own risk, and thus it is subject to problems. On the Apple support site there are many reports and discussions about Safari 3.0 crashing on lots of other web sites, so this is probably not something specific to EarthLink and probably not something we can fix. You may want to keep using the 2.x releases for a while longer until they work the kinks out.

UPDATE - see this comment from user Paul Lustgarten. He says that new updates from Apple should fix the crashing problem, and points out that the 3.0 version is not a beta on the Mac, only on the Windows version. When I went to the Apple web site from my Windows machine, it said beta, so it evidently detected I was browsing from Windows. My mistake.

Close Email Guy on vacation12/27/07

From: Email Guy
Subject:       Email Guy on vacation
Date: December 27, 2007 2:07 PM
Permalink   |   Comment About This

I'll be back on January 7. Until then I've disabled new comments so there won't be too many to catch up on when I return.

Happy New Year!

Close Syncing the address book from Total Access11/09/07

From: Email Guy
Subject:       Syncing the address book from Total Access
Date: November 9, 2007 11:45 AM
Permalink   |   Comment About This

In the past week a number of users had trouble using the Sync feature in their Total Access Mailbox software, which allows syncing of the local address book with the Web Mail address book. Users were getting an error "The server is not available. Try again later." If you submitted a comment or question on this issue in the past few days, I didn't publish those while I was investigating the issue.

This problem has been fixed. All users should be able to sync now without trouble.

Close Back and catching up11/06/07

From: Email Guy
Subject:       Back and catching up
Date: November 6, 2007 12:10 PM
Permalink   |   Comment About This

I'm working on catching up the past couple of weeks of submitted comments and questions now. Recent ones should be published today and tomorrow.

Close Email Guy out of the office this week10/30/07

From: Email Guy
Subject:       Email Guy out of the office this week
Date: October 30, 2007 11:24 AM
Permalink   |   Comment About This

I'll be back on November 5 and will catch up the pending comments and questions at that time.

Close We're listening10/02/07

From: Email Guy
Subject:       We're listening
Date: October 2, 2007 10:20 AM
Permalink   |   Comment About This

We're listening.

Lots of you have provided good feedback on the 5.50 release, both here and through the feedback mailbox (click Feedback in Web Mail). Based on that feedback a few things have become obvious that we need to adjust, and we're working on that now. See the post below this one for details about the release.

The biggest thing seems to be the change to the order of the Spam and Delete buttons. People are accustomed to the Delete button being first and clicking it without looking is just automatic. We're going to put that back.

Another source of confusion is the new Forward control. The selector is a little confusing and there is no button for a one-click action to forward a message. Currently you have to click on Forward, and then make a selection for the way you want to forward the message. We're looking at what we can do to make this easier.

The other surprising thing that seems to affect quite a few users is that the updated style sheet which controls the layout of the page, sometimes isn't being automatically updated by some browsers. If the old cached copy in the browser is used (saved on your computer), the page layout is pretty messed up. This doesn't seem to occur on IE, but it is being reported by some Firefox users. We're not sure why this happens, but it is easily fixed by clearing your browser cache and refreshing the page. To do this in Firefox, click on Tools / Clear Private Data, check only the box for Cache, and click Clear. Then close the browser and reopen it. Other browsers will have a way to do this. Sometimes it will be called "Temporary Internet Files" instead of Cache, depending on the browser you use.

We're looking into how we can make sure all browsers automatically update the cached style sheet when it gets changed on the server.

We're also looking at a few other minor issues that have been reported. So thanks for all the good feedback, and keep letting us know how we're doing. We hope to have another release out very soon that addresses these issues.

Close "This Is Spam" reports bouncing09/24/07

From: Email Guy
Subject:       "This Is Spam" reports bouncing
Date: September 24, 2007 2:20 PM
Permalink   |   Comment About This

For the past couple of days we have had an intermittent problem where spam reports (you click This Is Spam) are bouncing back to you. This is being worked on now and should be fixed soon. Sorry for the inconvenience.

Close Folder limits increased in Web Mail08/09/07

From: Email Guy
Subject:       Folder limits increased in Web Mail
Date: August 9, 2007 9:58 PM
Permalink   |   Comment About This

Up until today Web Mail had a limit of 40 folders, counting the default folders plus any you created yourself.

Many users asked for the ability to create more, so after looking into this I was able to get this increased to 200. That should be sufficient to satisfy just about all users. The change was made this evening and is in effect now for all mailboxes.

If you have never created a new folder in Web Mail, to do so you simply click the link to Folders on the left side of Web Mail.


This will take you to the Folders page where you can create new folders, delete the contents of any folder with a single click, and delete or rename any folders you created. If you use up the 200 allowed folders, the button at the bottom of the page to "Create Folder" will disappear until you delete a folder to bring you back under the limit.

Close Email Guy back from vacation, getting to your comments07/10/07

From: Email Guy
Subject:       Email Guy back from vacation, getting to your comments
Date: July 10, 2007 4:41 PM
Permalink   |   Comment About This

I'm back, and catching up. If you have a pending comment from the past week, I'll get to it in the next 48 hours. Thanks for your patience.

Close Email Guy on vacation04/10/07

From: Email Guy
Subject:       Email Guy on vacation
Date: April 10, 2007 11:35 AM
Permalink   |   Comment About This

I'll be away from my computer while on vacation and will try to catch up pending comments and questions on Monday April 16. Look for any pending comments to be published at that time.

Close Review of "Ask Email Guy" publishing criteria03/18/07

From: Email Guy
Subject:       Review of "Ask Email Guy" publishing criteria
Date: March 18, 2007 11:53 AM
Permalink   |   Comment About This

I've just come back from a few days of traveling when I didn't have much time to maintain the blog, and I have a pretty large backlog of user comments and questions to go through. Generally that's a good thing. The blog is becoming steadily more popular now and I appreciate all the participation and feedback. It is very valuable for me to have this interaction with end users, and helpful for you to find answers to your questions and learn more about using Web Mail. So thanks for the great participation.

But one result of this increased activity is the number of new comments that I have to review and publish. I have to follow my own rules more strictly than I may have before the blog became as popular as it is now. So quite a few of the new comments and questions never get published because they don't follow the few simple rules I've established in order to keep this blog on-topic. This is a focused blog and it can't become a catch-all for every question a user might have about anything in the world. So before posting, please read the Ground Rules and your comments will be published if you simply follow those. If your comment doesn't get published it will be because it didn't meet the requirements.

Here are the most common reasons your comment might not get published:

  • You asked a question that is in the FAQ page (frequently asked questions) already. Once a particular question has been asked and answered a lot, I add it to that list and stop posting new questions that are essentially the same.

  • You asked a question or posted a comment that isn't about using EarthLink Web Mail. See the definition in the Ground Rules.

  • You asked a general support question that isn't specific to Web Mail. You'll have to use normal support channels to solve those problems. They include your login not working, your connection failing or disconnecting, errors or crashes on your computer, using other email software besides Web Mail, etc. etc. Please contact Customer Support.

So please be considerate and check the rules before posting, and that way I'll be able to get everyone's Web Mail questions answered much faster.

The backlog will be caught up today. Thanks for your cooperation.

Close Status update for current issues, Tuesday 3/1303/14/07

From: Email Guy
Subject:       Status update for current issues, Tuesday 3/13
Date: March 14, 2007 12:30 AM
Permalink   |   Comment About This

A number of questions submitted to Ask Email Guy today were due to one of the issues below, so I've responded here rather than publish each individual comment.

For a few hours this morning, some users received a warning message when logging in to Web Mail that the site security certificate was expired. This was fixed within a few hours, and was due to a network change that inadvertently made the wrong security certificate active on a few of the servers. It was corrected this afternoon. During that same time period, Web Mail was unavailable to some users and displayed the "Down for Maintenance" page. Both issues were corrected this afternoon, and I apologize for the inconvenience.

On the previously-discussed issue of disappearing subject lines on Mozilla-based browsers (Netscape, Firefox, Mozilla), we are currently testing a fix and hope to deploy it to production in a few days. In the meantime, please try the suggestions here. This problem also appears to cause an HTTP Status 500 error to occur in Netscape browsers under certain circumstances. That should also be resolved with the fix.

Another problem in the recent 5.13 release that has been reported by some users is that if they delete a message while using the Preview window, then after the list refreshed some unread messages above that one would not show up until the user logged out and back in. We are also currently testing a fix for this, to be released at the same time as the issue above.

Lastly, some users report that when forwarding messages with attached files, the attachment isn't being sent to the recipients. This seems to occur only when the filename contains spaces, and it is also fixed and waiting to be deployed to production.

Hopefully in a few days these three new bugs that were introduced in the 5.13 release will be fixed for good. Thanks for your patience in the meantime.

Close Outage this morning 3/7, and patch to 5.13 release03/07/07

From: Email Guy
Subject:       Outage this morning 3/7, and patch to 5.13 release
Date: March 7, 2007 7:00 PM
Permalink   |   Comment About This

As I'm sure many of you know, early this morning there was an outage that kept Web Mail unavailable for several hours. Service was fully restored by about 9:00 AM EST. There were some backend services that Web Mail depends on that went down and took a while to restore. I sincerely apologize for the inconvenience caused to our users, especially since this is the second time this happened within the past month. We will do better.

As a result of the outage, the patches that I promised would be in place first thing this morning, didn't get released until late this afternoon, and were completed at around 5:00 PM EST. The two fixes were the ones described in the release notes here. But here are the descriptions again:

(FIXED) When using the message Preview, unread messages in the Sent folder and other folders could not be viewed.

(FIXED) The behavior of the "Delete All NN Messages" button in the Suspect Email folder had been changed, and now it is put back like it was before.

We also fixed a problem that had caused the 5.13 release to run slightly slower than before, and you may notice better responsiveness now. I can tell the difference.

A number of users commented this morning in Ask Email Guy basically asking about the same thing, which was why they couldn't access Web Mail this morning. Rather than publish each of those questions and individual responses, I addressed it here for everyone.

One last note: on the issue I wrote about two days ago where Firefox 1.0.x and Mozilla 1.0.x users, and occasionally a Firefox 1.5 user, could not click on their subject lines in Web Mail release 5.13, numerous users have confirmed that the Firefox 2.0 upgrade fixes this. You can get it here: http://www.mozilla.com/en-US/

Please report any new trouble you find in Web Mail if you don't find it already mentioned on the blog, and I'll investigate it. Use the Search and the FAQ page to check for an answer first.

PS - I was up all night with the team fixing Web Mail, so I'll catch up the Ask Email Guy questions tomorrow.

Close New enhancements to the blog search02/17/07

From: Email Guy
Subject:       New enhancements to the blog search
Date: February 17, 2007 12:06 PM
Permalink   |   Comment About This

Thanks to a new plugin written by Stepan Riha over at http://www.nonplus.net/software/mt/ the search results on this blog will now link you directly to comment entries and responses that contain exactly what you are looking for. This makes searching for the answer to your question much easier than before.

Just type a couple of words or an exact phrase enclosed "in quotes" in the search box on the main page of the blog, and you'll get direct links to your answer and won't have to scroll through a long page of comments trying to find what you are looking for. You can also click the Advanced Search link for more options. With this new enhancement, I'll probably be removing the "Search This Page" link that I had put at the upper right of the archive pages as a temporary workaround for this problem.

Some questions are asked over and over on this blog because it has been difficult for readers to find where it had already been answered. Now both readers and myself will have a much easier time. Note however, that if your question has been answered several times before, I probably will stop publishing most repeats of the identical question. So please use the search feature before asking new questions in the Ask Email Guy thread.

Thanks again Stepan, I really appreciate you creating this feature for me on short notice.

Close About the Web Mail outage on 2/1602/17/07

From: Email Guy
Subject:       About the Web Mail outage on 2/16
Date: February 17, 2007 10:31 AM
Permalink   |   Comment About This

Yesterday, Friday 2/16, Web Mail was unavailable for all users for about 2 hours beginning at 2:20 PM EST. Many users asked about the problem in Ask Email Guy, and rather than reply to that question many times I've posted the explanation here on the front page and didn't publish those questions.

This outage was caused by a fluke accident in our datacenter and is not an issue that will repeat. Unfortunately it took about 2 hours to restore service, and I apologize for the inconvenience to our users.

Anytime you cannot access Web Mail for any reason, you can use your own email software as a backup. If you don't have a preferred application then just use the email program that is already on your computer, like Outlook Express, Mac Mail, etc. Just check your programs menu; all computers come with email software on them. All you need to set up to check your EarthLink Email is to put the server name "pop.earthlink.net" in the account settings for the incoming mail server, and enter your email address and password. If you normally use Web Mail-only then you will also want to check the option in Advanced settings to "Leave Messages On the Server" so that all your messages will still be viewable in Web Mail.

Again, we apologize for the inconvenience.

Close Users reporting session timeouts in Web Mail12/20/06

From: Email Guy
Subject:       Users reporting session timeouts in Web Mail
Date: December 20, 2006 6:00 PM
Permalink   |   Comment About This

Several users have reported that sometimes when they have Web Mail open for a little while, and then go to perform another operation like sending a message, they get a "Session Expired" message, and have to log in again. And if they were trying to send a composed message, unfortunately that work gets lost. Understandably, this is upsetting.

We believe we have found the cause, and it should be fixed soon. Tracking this down was due entirely to user reports in the Web Mail feedback mailbox, so thanks for letting us know.

Normally, the session timeout is controlled by your setting in Preferences / Web Mail Options, and the default is 8 hours. This is for your own protection, so that you don't accidentally stay logged in indefinitely. You can change the default setting to as high as 24 hours if you prefer. But lately a few users have been getting timed out in 30 minutes due to an issue we tracked down today from your reports. It is happening at times of high usage and folks are working on fixing it.

Be aware that even when this is working right, once you hit that 8 hours (or your setting) you will be timed out anyway. I have a planned enhancement to Web Mail so that we would save any composed message you were working on, and you could just log in again and not have your work lost. I'm making that a high priority for an upcoming release.

Close How We Monitor Web Mail Performance12/16/06

From: Email Guy
Subject:       How We Monitor Web Mail Performance
Date: December 16, 2006 7:26 PM
Permalink   |   Comment About This

We care a lot about performance. One of the tools we use to make sure Web Mail is working well for you is a set of monitoring agents that constantly run from 10 cities all around the United States. The "agent" is basically an automated script that runs on a computer connected to the Internet, and opens the Internet Explorer browser to load and use Web Mail just like a real user. So this isn't a simulation, it is doing exactly what real users do on their own computers, and using the most popular software used by real users. These monitoring agents are connected to one of several different network backbones to represent a good cross section of users in different areas without skewing the results with faster or slower network paths to our servers.

Ten times every hour the script opens Internet Explorer and runs through twelve steps performing common tasks in Web Mail. It begins by loading the Web Mail login page and logs in using a regular account just like yours. Then it proceeds to refresh the Inbox view, open a message, delete a message, compose and send a message, and all the basic tasks that you do in Web Mail. And unlike your own browser settings, this test browser has the cache turned off, so it gets no speed advantage from loading locally cached files like you do. Everything loads fresh from our server on every test.

        Continue reading "How We Monitor Web Mail Performance" » »

Close Ask Email Guy11/01/06

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

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.

Close Tell Us About It11/01/06

From: Email Guy
Subject:       Tell Us About It
Date: November 1, 2006 7:14 AM
Permalink   |   Comment About This

Use this open forum to suggest a new topic, a new feature, or comment about something you can't find anywhere else on this site. If your comment leads to an interesting discussion I'll start a new topic entry and copy your comments there if appropriate. This is an open thread, but with some reasonable limits. Please read the Ground Rules.

If you want to ask a question for the host, a better place is the Ask Email Guy section.

Try using the search feature to see if your topic has already been opened. If you find it then that would be the best place for your comments. If you don't find it, please put them here.

Click here to Post or click the Comment link.

Close Ground Rules10/31/06

From: Email Guy
Subject:       Ground Rules
Date: October 31, 2006 6:07 PM

Participation on this blog is welcomed, in fact essential. This blog allows me to interact with users about Web Mail and to help users with Web Mail problems that they have been unable to solve. Questions, comments, criticism and suggestions about Web Mail will be published if you follow the simple rules below. But comments and questions outside of the scope described here will be deleted.

  1. "Web Mail" means using the web site at webmail.earthlink.net to manage your email, and includes the features found there. This blog is limited to Web Mail topics only. Problems with your connection, your computer, your other email software, and your account probably won't be published here.

  2. Please don't try to use the comment feature for general support. I don't check it daily, and I won't have time to offer general support on common problems that our customer support staff is prepared to help you with right now. Most comments about things like "I can't log in" will just be deleted.

  3. Before asking a question, please check the FAQ and try the Search feature on this blog. Your question has probably been answered before. If your question has been answered already, feel free to comment or elaborate or just say Great, Thanks, it works! But if you ask a question that is answered on the FAQ page already, it probably won't be published. Also, if your question is too vague and I can't understand it well enough to attempt to answer it, this isn't a good forum for us to go back and forth, so it won't be helpful for me to publish those.

  4. Use the Ask Email Guy section only to ask Web Mail questions, follow up to an earlier question, or add information about an earlier question. Otherwise, all comments should go either under the article they relate to, or in the Tell Us About It thread (including rhetorical questions where you really just want to make a statement). Stick to the topic of the article above your comment and put unrelated comments in the "Tell Us About It" section.

  5. No profanity or abusive language.

  6. Lastly, this blog isn't the place for you to threaten to cancel your service unless we do what you want or because of something we did. Call Customer Service for that. Try to be civil and constructive here in this public forum, and it will get published.

Comments that follow these guidelines will be published, good, bad or ugly.

Thanks a lot for your participation.

Close Welcome to the Web Mail Blog!10/31/06

From: Email Guy
Subject:       Welcome to the Web Mail Blog!
Date: October 31, 2006 1:08 PM


I'm glad you're here, so let me explain the purposes for this blog and how we can both make the best use of it. My name is John Foltz and among other things I manage Web Mail at EarthLink, but I'm also the general "Email Guy" around here (which is the name you'll see on my posts and comments). So most things email-related are fair game here, including spamBlocker, Address Book, etc., but with one exception. You won't find much information here about how to use your own email software like Outlook Express or Eudora. You can find lots of information about those on our regular support site at http://support.earthlink.net.

What you will find here can be seen in the Category list on the left side of the main page. These include:

  • Bugs - information about bugs we know about and plan to fix, and possible workarounds in the meantime.
  • FAQ - Frequently Asked Questions, things that many users ask about, have trouble with, or get confused about. These come from your reports through the Feedback form in Web Mail (yes we do pay attention to those) and from call center reports, as well as from questions that are asked repeatedly on this blog.
  • Plans - things we plan to do over the next few months. Your feedback is essential to those plans. (Please see our Feedback Policy.)
  • Releases - information about changes in new releases when they come out.
  • Tips & Tricks - helpful hints about how to more effectively use Web Mail features. Good user suggestions will be added here.

My hope is that this site will stimulate discussion and comments, and help us continue to improve the products. I encourage you to comment here, as well as continue to use the Feedback form in Web Mail. That's another valuable source of information for me. Before posting questions here, take a look at the FAQ and Bug sections as your question may already be answered. All posts have comments enabled except a few general ones like this one and the Ground Rules.

Most of what you see on this blog will be written by me alone. My interest is in providing you a great email experience. So I want to hear the straight scoop from the horse's mouth, so to speak. In return, I'll be honest with you and I won't avoid any prickly subject as long as it is related to the theme of this blog, and is information that I can publicly discuss. Sometimes what I write will be my opinion. Those opinions are mine and do not necessarily represent the opinion or position of EarthLink.

Please read the Ground Rules before posting comments or questions.

If you find problems with this blog site itself please report them. And let me know if you find that something I've done with the layout takes away from the usability of the site.

Enjoy the site, and please do participate.

Email Guy