Coinet Support
&
Trouble Ticket System
Email Diagnostics
I need to (re-)setup my computer for email.
With the "Coinet Setup CD" you can quickly configure your dialup
and email account on any computer running Microsoft Windows 98 or
later. If you purchase a new computer or have reinstalled your
operating system you can use this CD to reinstall your dialup and
email account.
You have 4 options:
1. You can Click Here to use our online instructions to setup
an email account.
2. If you have the CD you can use it to setup an email account.
3. If you have not the CD Click Here to have one sent to you.
4. You just need the basic information (plus your username/password):
Incoming mail server type: POP3
Incoming mail server: mail.coinet.com
Outgoing mail server: mail.coinet.com
We do not require extra 'authentication' nor 'SSL'
I always get disconnected after checking my email.
First, if you are running a Microsoft Operating System (Windows
98, ME, XP etc) and because of the lack of stability and security
in the Microsoft Operating Systems this problem may be alleviated
by shutting down your computer and restarting it.
This problem may also occur with Microsoft Outlook or Outlook
Express because your email program is configured to hangup after
checking your mail. To see if this is the problem:
Start Outlook Express
Click on the Outlook Express icon on your desktop.
--or--
Start --> (All) Programs --> Outlook Express
After Outlook Express starts
Click on Tools --> Options --> Connection (tab)
"Hang up after sending and receiving" should NOT be checked.
"Ask before switching dial-up connections" should be checked.
I have mail but downloading it takes a long time and often fails.
Aka: Outlook says I have messages and says it is receiving them
but nothing happens.
First, if you are running a Microsoft Operating System (Windows
98, ME, XP etc) and because of the lack of stability and security
in the Microsoft Operating Systems this problem may be alleviated
by shutting down your computer and restarting it.
Next, someone may have sent you a VERY large email attachment that
takes a very long time to download. You can use your web browser
(Internet Explorer or Netscape Navigator) to view email and delete
unwanted email without having to first download your email.
Visit our website at http://coinet.com and click on "WWW Email Reader"
or just Click Here to use our web based email program. Enter your
username and password and follow the on-screen instructions.
I can't receive email from a particular source.
This problem must be tracked down from the sending side. Email delivery
can be held up temporarily or have failed completely. In either case
the sender should have received a bounce message. It is critical that
we see the bounce message because it will contain the reason for the
delay or failure.
Do these things:
1. Get the bounce message from the sender (particularly the section
that tells why the delivery failed).
2. Have the sender to send a test email to "support@abuse.coinet.com".
I can't receive any email at all.
First, if you are running a Microsoft Operating System (Windows
98, ME, XP etc) and because of the lack of stability and security
in the Microsoft Operating Systems this problem may be alleviated
by shutting down your computer and restarting it.
Next, this problem may be caused by an incorrect configuration in
your email program. Click Here to check that your email program is
configured properly.
I have a different problem sending email.
Click Here to create a trouble ticket.
I can send email but it gets returned with a failure message.
The failure ('bounce') message is the key to fixing this problem.
This problem can't be fixed without seeing the bounce message.
I know, I said the same thing twice, because it is really important.
The bounce message will look something like this:
Hi. This is the qmail-send program at jupiter.coinet.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.
<ikeidjkf@hotmail.com>:
64.4.50.99 does not like recipient.
Remote host said: 550 Requested action not taken: mailbox unavailable
Giving up on 64.4.50.99.
--- Below this line is a copy of the message.
The text hightlighted above in red describes the problem.
All email addresses have 2 parts, a user name and a domain name,
for example: johndoe@someisp.com has an user name of "johndoe" and
a domain name of "someisp.com".
Problem description contains This is what went wrong
---------------------------- ---------------------------
"does not like recipient" you misspelled the recipient's user name
"I couldn't find any host you misspelled the recipient's domain name
named ....."
"quota exceeded" the recipient's mailbox is full
"mailbox full" the recipient's mailbox is full
"deferred" there was a temporary failure, normally
the delivery will be automatically be
retried.
"domain is banned" the recipient's email server is blocking
"banned for spamming" email from Coinet because they think
"message from domain that we (you?) are sending spam, please
coinet.com is rejected" Click Here to create a trouble ticket.
"unsolicited email is refused"
If your bounce message describes a different problem or you are
unable to solve the problem you can create a trouble ticket and we
can solve it for you, however, you must communicate to us the
description of the problem as contained in the bounce message.
There are three ways to do this:
1. Forward the bounce message to support@coinet.com
2. Print out the bounce messages and fax it to us at 389-1338
3. Be prepared to read it to the technician when we call you
I can send email but it does not get to the destination.
First, if you are running a Microsoft Operating System (Windows
98, ME, XP etc) and because of the lack of stability and security
in the Microsoft Operating Systems this problem may be alleviated
by shutting down your computer and restarting it.
When an email fails to reach its final destination a bounce message
is sent to the sender explaining the reason for the failure. It is
very unusual that an email fails without a bounce message.
This problem may be caused by an incorrect configuration in your
email program.
Do these things:
1. Click Here to check that your email program is configured properly.
2. Send a test email to the recipient address that failed.
3. Send a test email to "support@abuse.coinet.com".
I can't send (any) email.
First, if you are running a Microsoft Operating System (Windows
98, ME, XP etc) and because of the lack of stability and security
in the Microsoft Operating Systems this problem may be alleviated
by shutting down your computer and restarting it.
Next, the most likely causes are:
1. You are not actually connected to the Internet when you
attempt to send email.
2. Your email program is configured incorrectly.
To check that you are actually connected to the Internet when you
send an email do this:
1. Connect to the Internet as you normally do.
2. With your browser visit a webpage that you have NOT visited
before. This is to ensure that your browser does not fool
into thinking you are connected by showing you a webpage it
had previously stored in cache on your computer.
3. Send an email as you normally do.
4. With your browser visit a different webpage that you have
NOT visited before.
Click Here to check that your email program is configured properly.
I have a different problem sending email.
Click Here to create a trouble ticket.
To setup a dialup or email account using your Coinet Setup CD:
1. Insert the CD in your computer.
2. Follow the on-screen instructions
Don't have a Coinet Setup CD? Click Here to have one sent to you.
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