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Internet 101: 
Part 5 of 5


Before you contact Tech Support with any questions regarding email, be sure to REBOOT
(turn off your computer & wait for 30 seconds & turn it back on) as this remedies many problems. 

Review these Troubleshooting Tips as they answer many Frequently Asked Questions. 
If you contact us with a question that has already been answered here, 
we will refer you back to this document.

 PROBLEM: Everytime I press the SEND/RECEIVE button, I get disconnected from the Internet ?!

This problem is due to how your Outlook/Outlook Express Program has been configured.

Go to TOOLS – OPTIONS – and UNCHECK the ‘Hang up when finished sending, receiving or updating’ or ‘Hangup after sending/receiving’ option

Screenshot Help Pages are available here - http://www.intercape.com/helpsrd.htm


PROBLEM: I pressed SEND/RECEIVE & I have messages stuck in my OUTBOX and cannot send email out

There are many reasons why this may occur. 

Go to our Email Help Pages - http://www.intercape.com/helpemail.htm
and look for this link:
How to Troubleshoot Mail Stuck in the Outbox from Microsoft KnowledgeBase


Try Microsoft’s Interactive Troubleshooter for Sending/Receiving E-Mail Messages in Outlook - http://support.microsoft.com/support/outlook/tshooters/sendrec1.asp

PROBLEM:  My e-mail messages seem to be "stuck."  I retrieved some e-mail, but now I cannot retrieve newer messages. What's wrong?

When the transmission of e-mail to you from the mail server is abnormally interrupted, the computer can occasionally lock you out, thinking that your mailbox is busy. This can happen if the e-mail you are retrieve is unusually long or large or if it contains corrupt information.

This is an occasional problem which you cannot remedy yourself. If you tech support at: 508-322-1984, we can delete messages that might be interfering with your transmission.

PROBLEM: Are there any Tutorials available for Outlook ?

Outlook Visual Tutorials  - http://visualtutorials.com/email.htm

Outlook Express 5 How To Guide - http://support.microsoft.com/support/ie/outlookexpress/oe5/howto/default.asp

PROBLEM: I have multiple email addresses for myself, how do I set up additional email boxes ?

Go here for Instructions for how to do this - http://intercape.com/help/outlk/addemail.htm

PROBLEM: I have multiple email addresses for various members of my family and I want to setup Identities so my email & my family member’s email / address book, etc doesn’t get co-mingled & remains private.

Identities is a new feature offered in Outlook Express 5.  You need to setup Identities in Outlook Express 5.



PROBLEM: I have an old version of Outlook Express, how can I get Outlook Express 5 ?

To get the latest version of Outlook Express, you need to download and install the latest version of Microsoft Internet Explorer. Why? Because Outlook Express is a component program of Internet Explorer. - http://www.microsoft.com/windows/ie/

PROBLEM: I have an old email mail account from my previous ISP that is no longer valid & everytime I press the SEND/RECEIVE button I get an error message that refers to the old email account.  How do I delete the old email account ?

Go here for instructions for how to remove the old mail account - http://intercape.com/help/outlk/remove.htm

PROBLEM: I have installed Norton Antivirus 2000/2001 and now cannot receive email.

After installing Norton AntiVirus software, we have found that during installation of the software that Norton changes your original & correct Incoming/Outgoing mail server from ‘mail.intercape.com’  to some something else. 
If your Incoming (POP3) / Outgoing (SMTP) mail server is not set to: ‘mail.intercape.com’, you will not be able to send/receive email.

Symantec's Norton Antivirus programs have recently added a feature in which they try to use proxy server settings to scan your email before it gets to you.  Unfortunately, the changes that these programs make to your email program's settings do not work correctly and you will not be able to check your email.  You must disable the Email Protection feature of  these products and return the settings to their original state before you will be able to receive your email.

Follow these steps:
1. Exit any email programs that may be running.
2. Open Norton AntiVirus.
3. Click Options.
4. Click Email Protection.
5. Uncheck all boxes in the Protected email clients box.
6. Uncheck "Enable email protection." (NAV 2000 only).
7. Click OK.

NOTE: Disabling Email Protection does not leave you unprotected against viruses that are included in email attachments. Norton AntiVirus Auto-Protect will scan any incoming files, including email, as they are saved to your hard drive. Email Protection is just another layer on top of this. Use LiveUpdate to keep your virus definitions up to date, and keep Auto-Protect enabled.   Since viruses can be transmitted via several different methods, it is your responsibility to keep your virus definitions updated.

In addition, all emails sent or delivered through InterCape’s email server is scanned for viruses.  Our virus definition database is updated daily to include the latest email viruses.  ICO Virus Email Scanning Protecting is a value-added feature that was designed to prevent viruses from being transmitted to InterCape customers via email.  This Virus Scanning Service automatically scans all incoming/outgoing emails for viruses before they come to your computer; thereby stopping viruses before they reach your desktop and securing your email environment.

More information about ICO’s Virus Email Scanning Protection here - http://intercape.com/virusscanning.htm

To return the settings in Outlook Express to their original state please follow these steps:

  1. In Outlook Express, click Accounts on the Tools menu.
    Select a Mail Account
  2. Click the Properties button.
  3. Click the Servers tab.

Make sure that your Email Settings are as follows:

INCOMING (POP3) Server: mail.intercape.com
OUTGOING (SMTP) Server: mail.intercape.com
ACCOUNT NAME: username@intercape.com
(be sure that your account name is your full email address with the @intercape.com at the end)
PASSWORD: <email password assigned>

Click OK.

Click the Close button.


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Phone: 508.322.1984
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