Help with Email issues in the web application
If the Auto Complete feature is not working in your account please confirm that this feature has been turned on in your preferences. This can be turned on in your user preferences under the contact section.
Step 1: Set the browser default settings
Step 2: Verify that a supported browser and operating system is being used
Step 3: Verify Active Scripting is enabled in browser
Step 4: Disable Accessibility Options
Step 5: Clear cache
Step 6: Verify that a web accelerator is not running
Step 7: Configure Browser Privacy
Step 8: Disable Internet Security
Step 9: Download any available updates
Step 1: Make sure a supported operating system and browser is being used
Step 2: Set the browser default settings
Step 3: Clear cache
Step 1: Make sure a supported operating system and browser are being used
Step 2: Click on the message and press the Delete key on keyboard, click the Delete icon (red X) in application, or drag the email to the trash folder
Step 3: Verify that the browser is set to automatically Check for newer versions of stored pages
Step 4: Verify that a web accelerator is not running
Winmail.dat files are proprietary to Microsoft applications and are not able to be viewed within the web interface. You can, however, view them when reading your email in Microsoft Outlook or by using a 3rd party winmail.dat viewer.
To prevent sending winmail.dat files, the sender should set the default email format in Outlook to Plain Text and NOT use Microsoft word as the default editor for email messages.
To have the sender configure this setting:
1. Open Microsoft Outlook / Outlook Express
2. Click Tools
3. Click Options
4. Click the Mail Format tab
5. Set Compose in this message format to Plain Text
6. Un-check the check box to use Microsoft Office Word to edit email messages
Note: Holding the CTRL key down will allow pop-ups to go through on most pop-up blockers
Step 1: Make sure a supported operating system and browser are being used
Step 2: Make sure all pop-up blockers are disabled or that www.bluetie.com (or branded URL) is in the allowed list
Step 3: Clear cache
Step 4: Disable Internet Security
Step 5: Check for Windows updates
Please verify the following if you are having problems sending from a web form to a Blue Tie account or mailing list:
1) Verify that the email is not going to the Junk-Mail folder of the recipient
2) If the form is being sent with a From Email address that is in our system, verify that you are using smtp.bluetie.com with authentication to send. The authentication must use the username and password that the From address is associated with.
3) If the form is being sent with a From Email address that is not in our system, verify that you are not using smtp.bluetie.com to send out. This will look like a spoofed email message and will result in the email being rejected.
Step 1: Verify a supported operating system and browser are being used
Step 2: If sending a large attachment, allow at least a few minutes for the email to be sent
Step 3: Check for problems in bounceback message
Step 1: Login to account
Step 2: Click Preferences
Step 3: Click Email Forwarding
Step 4: Verify that the account is not forwarding to an alias which is on the account
Step 5: Verify there is no mailing list or forwarding from another account
Note: The inbox will take a long time to load if there are several unread messages in an account or after clearing cache. If the account has a large number of unread message (hundreds or thousands), we recommend setting up an IMAP account to manage the email.
Step 1: Verify a supported operating system and browser are being used
Step 2: Click the inbox to try and load the email
Step 3: Disable / Enable Email on account
Step 4: Check to see if account is over quota
Step 5: Verify that a web accelerator is not running
Step 6: Clear cache
Step 1: Verify Internet connectivity
Step 2: Clear cache
Step 3: Close the web browser, reopen it, log back in and try sending the message again
Step 4: Disable Internet Security
Step 1: Verify the account is not over quota
Step 2: Check to see if message was sent to the Junk-Mail folder
Step 3: Send test messages from both an internal account and an outside account (ie. Gmail, Yahoo!, etc)
Step 4: Check for problem in the bounce back message
Step 5: Verify the correct email address is on the account and is spelled correctly
Step 6: Verify the MX records are pointed to mail.bluetie.com
Note: We do not currenlty support POP servers which require SSL
Step 1: Verify that the correct account settings are being used
Step 2: Verify that the POP email button is visible
Step 3: Verify the messages are not being filtered to another folder such as Junk-Mail
When attempting to upload a file using SecureSend™, some users may experience an issue where the Java applet appears to be loading, but is frozen, displaying a red 'X'.
To resolve this issue, please ensure that the current version of java is installed (You can check the status here ), then follow these steps:
1) Close down all browser windows
2) Go to your computer's control panel
3) Open the Java control panel (double-click on the "Java" icon)
4) Within the new window that displays, make sure you are in the General tab. Within the "Temporary Internet Files" section, click "Settings"
5) Click the "Delete Files" button
6) Click OK
You may now open your browser and log into your account. SecureSend™ should load properly.
If the user cannot see the 'cc' or 'bcc' field please just click on the 'show Cc' or 'show Bcc' button at the top of the compose window to make these viewable.