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Troubleshooting
When I check my POP mail, emails start to download but then the connection is suddenly cut off.
First, are you using any anti-virus software? If yes, then the problem you are experiencing is probably because your anti-virus software thinks it has detected a virus in an email that is being downloaded. Some anti-virus software's, like Norton, will cut off the connection in the middle of the download if they think a virus is detected. To remedy this problem, we suggest trying to disable scanning emails during downloads. Please note the EnterGroup scans all messages before they reach your mailbox, so there is no need for third party software. If you still want to use your local anti-virus please scan your messages once they are downloaded but before they are opened.
As a reminder, our super-tough Anti-Virus/SPAM-block service catches infected emails before you ever even check your emails. All infected messages are then safely available for viewing in a special Web based quarantine area.
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I am getting errors when I try to check my POP mail - why?
There are many reasons why your POP mail may not work correctly. Some reasons may be related to EnterGroup while other reasons are beyond our control.
The most common reason for not being able to check your POP mail is because your POP mail client [ex: Outlook, Outlook Express] is not set-up correctly. Please make sure you have the following information correctly set-up in your POP mail client:
- POP server: pop.entergroup.com
- Login: your full email address [ex: you@your-domain]
- Password: your email password
- SMTP server: your ISP's SMTP server OR yourdomain-yourdomainextension-mx.entergroup.com depending on the email service you have with EnterGroup
If the above information is correctly set-up, the following may also be causes for your POP mail to not work:
- check to make sure that your email package comes with POP mail
- check to make sure that you are connected to the Internet
- check to make sure that your ISP is not having any communication problems or scheduled downtime.
- check in your admin area to make sure that EnterGroup does not have any scheduled downtime
If you none of the above reasons are why you are not receiving your POP mail, then please contact Entergroup with the exact error you are receiving when you check your POP mail.
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Why can't I view my Web mail?
There are numerous possible reasons why you can't view your Web mail. Some reasons may directly be related to EnterGroup and some may be related to factors outside of EnterGroup's control. The following lists possible reasons why you can't view your Web mail.
- Check to make sure you are connected to the Internet and online. Can you view other sites and refresh their pages?
- Check to make sure you have typed in the correct URL of your Web mail site
- Check to make sure your ISP is not having any service disturbances
- Check to make sure EnterGroup has not scheduled any service downtime during this time
- Check to make sure your mail host for your domain is set-up properly and pointing to our IP.
- If you know that all of the above our ok, contact EnterGroup with the exact error message you receive.
Mail is not being delivered to my new address, why?
First, please verify that the MX record for your domain is pointing to the right location. If you have just made your DNS [MX Record] changes within the last few days, it may be possible that your changes have not fully propagated on the Internet. This means that your mail be received by both your previous mail provider and EnterGroup, until your information is completely updated on the Net.
If the above does not solve the problem, please contact EnterGroup.
Why is my web-based email site slow?
Issues related to speed of the Internet are normally caused by Internet congestion or poor performance by ISPs. We recommend waiting a few minutes and then trying to load your page again. If you continue to see poor performance, contact your service provider. If this does not solve the problem, contact EnterGroup.
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I cannot figure out how to use some of my Web mail features - where can I find help?
On your Web mail site we offer a comprehensive help desk that covers almost every feature regarding your Web mail. The link to the help desk is usually located on the bottom of every page in your Web mail.
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I am having trouble with my admin - where can I find help?
For information and troubleshooting regarding using your admin, please see the Admin FAQ.
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