Frequently Asked Questions About eMail faq               

We've analyzed the most frequent causes of email problems that come into our support line and listed the results here in hopes that it may solve your problem without you having to call for support.

I cannot send or receive mail
If you experience problems sending or receiving email messages check to make sure that you have a working internet connection. Try opening a browser (IE Explorer, Firefox, Opera, etc.) and make sure that you can reach other web sites. If your internet connection is fine then check that your email program has the proper settings for sending and receiving mail. You can read one of our guides for the most popular email programs by clicking here.

I can read my email OK but get "SMTP" error messages when I try and send emails.

If you are using Outlook 2003 or an older version of Outlook then manually visit the Microsoft update website and use Microsoft Update to check that you have no missing service packs or updates for Microsoft Office or Outlook.

Your SMTP server for sending and receiving mail 'from' a newportnet.com email address or a domain that is hosted with us should be mail.newportnet.com or mailhost.newportnet.com. The incoming port should be set to 110 and the outgoing port to 25.

If you are using anti-virus software such as AVG or Norton Anti-virus whose mail-scanning options don't support secure connections, you may need to turn off the scanning of outgoing mail in the anti-virus software.

Newport Internet normally only allows local email addresses to access our mail server to reduce the possibility of spam. In certain cases your ISP may invariably change your IP address without your knowledge. If your email program settings appear to be correct and your outgoing mail is still being rejected use the following web page to determine your IP address : http://whatismyipaddress.com and email support@newportnet.com with that information and we will ascertain that it is listed in our range of allowed IP addresses.

Messages sent to me don't arrive.
If the sender gets an error response, this may indicate the nature of the problem, for example:
VIRUS ALERT - the message contained a virus and was intercepted by our email virus scanning system.

SMTP error 550 - Recipient address does not exist. means they are using an incorrect email address - carefully check both parts of the email address either side of the '@' sign.. If this problem is following a direct reply to a message you sent, your own email client could be misconfigured.

Another possibility is that your mailbox may have been over quota when the message arrived. The mail system will periodically retry to deliver the message, so clear out some old messages and wait for the message to be delivered on the next attempt. This process will be repeated for several days before finally reporting the failed delivery to the sender. You need to free up some space by deleting and purging unwanted messages. You can do this by accessing your web mail and deleting any old items from any folders you may have and/or emptying the trash via web mail.

My sent mail is being rejected, why is that?

The person you are trying to send mail may have a full mailbox, which would result in you receiving a message stating that your message could not be delivered. Another possibility is that your email address may have been being used to send spam resulting in your email address being blacklisted. To check if that is the case use the Blacklist lookup on the right hand side of this page.

Why do I get messages replying to emails I never sent?
This is usually caused by a virus infection, most often on someone else's machine. The virus trawls the infected machine for email addresses which are then used to send out infected messages to random recipients which appear to come from randomly chosen senders. The apparent senders may then get replies from the targeted recipients, or failure messages if the emails could not be delivered for some reason. There is little you can do about this other than always keeping your own machine up-to-date with anti-virus software and system updates.

I accidentally deleted some messages - can I get them back?
Possibly. Deleted items go to your Deleted Items folder. If you deleted it from there as well (and some people's email programs are set to Empty Deleted Items on exit), you may have a second chance if you do not automatically delete messages from the server. To check mail remaining on the server login to your account via the Web Mail Link located at the upper-right corner of this page.

How do I stop getting junk mail?
Newport Internet utilizes a powerful junk-mail filtering appliance called "Red Condor". While not perfect, it does a very good job: In the last year or so, it has processed over 300 million messages. Of those, 270 million were blocked (600,000 of which were viruses), 5.5 million were quarantined as suspicious, and only 30 million were passed as legitimate mail. Currently, we're running at about 1.4 million messages/day, of which only about 8% are legitimate.

The Red Condor system provides a familiar interface to most email clients, the difference being that Red Condor contains messages caught by the filter and not delivered to your domain mailbox. To view blocked messages, delete, or release messages you simply need to log in to your Personal Dashboard with your email account credentials. From there you may navigate and configure your settings.

Here are some resources provided by Red Condor that will help you learn the new system (note: these links will navigate you away from Newport Internet's technical support site).

Flash Video:

Personal Dashboard – (3 minutes, 5 seconds) (recommended for Broadband users)

Spam Digest – (1 minute, 8 seconds) (recommended for Broadband users)

Manuals:

Personal Dashboard User Guide (online) (recommended for Dial-Up users)
Personal Dashboard User Guide (pdf)
Personal Dashboard FAQ (online) (recommended for Dial-Up users)
Personal Dashboard FAQ (pdf)

Remember the transition to Red Condor will begin in February, 2010. You will notice a different set of “Spam Digest” emails from Red Condor when your email account has been migrated.

How do I check my email when away from my computer?
Login to our web mail interface at mail.newportnet.com/mail

eMail Contact Information
If you have any questions, concerns, or comments about your email account you may contact us using the information below:

By e-mail: info@newportnet.com
By Phone: (541) 265-3596