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Online Guides
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Online Guides > Troubleshooting Guide - Email
DNS ISSUES
Issues with MX record setting
- My end-users are not receiving emails.
An MX (mail exchange) record is the means of transferring email from one location to another. In order for our service to work correctly, you must work with your Web host to direct the email for your domain to our servers. This is accomplished by making a simple update to the MX record. To offer a fully branded email address, user@yourdomain.com, you must work with your host to make this MX update. Everyone.net does not have access to update or modify your DNS file.
If your MX record is not pointed to sitemail.everyone.net, you may be able to send mail from your account, but you will not be able to receive mail at your account. There is no other way for us to retrieve mail for you until you work with your Web host to update your DNS file with the following setting:
yourdomain.com. MX 0 sitemail.everyone.net.
You can verify if the MX record for your email service is pointed correctly to Everyone.net through the Check DNS Settings section of your control center account. Log into your control center account. Click on your email service (Personal, Group, Business, or Express Mail). Click on the link to Check DNS Settings. Hit the Confirm button to start the process. If the MX record is currently setup correctly, you will get a DNS Confirmed message. Your email service is able to receive mail. If the MX record is not setup correctly, you will get a DNS Failed message. Your email service is not currently receiving mail and you should contact your host to make the MX record update shown above.
Make sure that all of the name servers for your domain have only the above MX setting. Otherwise, you may not receive all of your mails. Also, you may wish to remove your domain from your host's list of local aliases and any catch-all settings.
Local Aliases Questions
- I am receiving several emails addressed to my end-users.
- My MX record appears to be set up correctly, but I am not able to receive mail.
Please check with your Web host to make sure they removed your domain from their list of local aliases. If your domain is still listed as a local domain, mails sent from within your host's network may never reach our servers. You may also wish to ask your Web host to remove any catchall accounts that may be associated with your email domain, which is now being serviced by Everyone.net. We recommend that you only have one MX record per domain to eliminate any future problems.
Issues with CNAME setting
- My end-users cannot access the email service; they receive a Page Not Found error.
- My end-users are getting a Page Not Displayed when trying to log in.
The most likely reason why your end-users see this error is because of problems with the CNAME setting. If your web address URL ends with mail.everyone.net (e.g. http://yourchoice.mail.everyone.net) you do NOT have a fully branded CNAME setting.
For partners who have a fully branded Web address, you must work with your host to verify the CNAME setting. Everyone.net does not have access to update or modify your DNS file. Please confirm that your host has created the following CNAME record:
yourCNAME.com. IN CNAME siteurl.everyone.net.
In the future, your HOST will be responsible to maintain this CNAME setting. If this URL becomes unavailable in the future, please work with your host.
Note: Anytime you change your Web Address URL, you must return to the Control Center to copy the new HTML code for your login box.
To eliminate this problem, we strongly suggest that you use a co-branded Web address, such as http://yourchoice.mail.everyone.net, where no DNS update are required.
How do I get a fully branded Web address URL?
The Everyone.net no longer offers the option to select a fully branded Web address (CNAME). To get a fully branded domain, you must subscribe to one of our paid premium services.
LOST PASSWORD
Lost Control Center Information
- I lost my Everyone.net control center ClientID or password to access my Control Center account.
For lost login ID or password to the Everyone.net Control Center:
- Go to the Control Center Login Page at http://controlcenter.everyone.net
- Click the Forgot Login ID or Password? http://controlcenter.everyone.net/amc/scripts/forgot.pl
- Follow the online instructions to retrieve your login ID and/or password
Lost End-User Password
- I received an email from an end-user asking for help with their password.
- I lost the password to my end-user account.
To retrieve the password to an end-user account:
- Please go to the site where you first signed up for your Everyone.net email account. Then go to the email login box. If there is no LOST PASSWORD link on the login box, then just leave both fields blank and click on LOGIN. You will then be at another login screen.
- Click on FORGOT YOUR PASSWORD
- Enter your login name to complete what would appear to be your email address.
- Enter your First Name and then your Last Name as you entered them when you first signed up for the account.
- You will then see a question that you asked us to ask you in the event you lost your password (Challenge Question)
- Type in the answer to that question and press Enter.
- You will see a screen with a new password.
- Using your mouse, copy the password on your screen (Or write it down. It is cAsE sEnSitiVe and it will likely be all UPPERCASE, please be sure you type it in that way if you have used the "lost password" feature.
- Login to your account using your login and new password
Example:
Full Email Address: user@domain.com
Username: user
Password: X8D83KP3 ( Passwords are cAsE sEnSitiVe. Use all UPPERCASE right after using the "lost password" feature)
- After you have entered you account, then click on Options, and then Update Password.
- Paste or type the password you just received in step 7 into the OLD PASSWORD field.
- Type in a new password in the NEW PASSWORD fields.
- Click on Finish.
NOTE: You need to turn off software that remembers passwords such as Gator and others as they may interfere when you try to change your password.
LOGIN BOX NOT WORKING
Users not able to signup or access mail using my login box
- My login box doesn't work.
- Nothing happens when users click the "Login" button in my login box.
Many HTML (WYSIWYG) editors may reformat the HTML code. If you experience problems with the login box, please compare the HTML code on your Web page against the raw HTML code provided in the "Add It!" section of the Control Center. Everyone.net will not support any modifications to the login box HTML code provided.
Note: Anytime you change your Web address, you must recopy the HTML code and replace the old HTML code on your site.
If you verified that the HTML code on your site is exactly the same as the HTML code from the "Add It!" section, the next area to check is whether or not your service's Web address is working. See CNAME Questions.
USER MANAGEMENT
Managing Users
- How can I look at the email accounts that exist under mydomain.com and create email lists?
You can find this information in the User Management section of the Control Center, and perform administrative tasks on your user base, such as:
- List all user accounts by login name, last name, first name, and account type (reserved, forwarding, etc.)
- Create reserved login names for future use; this feature can also be used to restrict users from signing up for specific names
- Retrieve user demographics summary (available to paid support partners)
- Create Alias (forwarding) email accounts
- Send mail to users who opted-in to receive mails from you
User Demographics
- How do I get the demographics summary and what information does it provide?
You can request a copy of your end-user demographic summary via the User Management section of the Control Center. This is only available to paid support partners. We will then provide the information via a text export. For each request, you will receive two files in a CSV (comma separated value) format. You can open the files with Excel or other spreadsheet programs, or view them with a text editor.
LIST.CSV
The list.csv file contains a list of all your user accounts. The account type column will show USER ACCOUNT, RESERVED, or the FORWARDING EMAIL ADDRESS. The file also contains each user's sign up date, last login date, and total number of logins.
DEMOGRAPHICS.CSV
The demographics.csv contains a list of the users who gave you permission to contact them, and a demographic summary of your user base. The summary is at the bottom of the file, which includes a summary of your users' industry, occupation, income, gender, age, and country
Everyone.net FTC COPPA Compliance Notice
Information on end-users less than 13 years of age is not included in this report in order to comply with the Federal Trade Commission (FTC) Children's Online Privacy Protection Act (COPPA). These users are included in your overall demographic numbers, but are not listed individually.
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