Electronic Mail FAQ - Mail System Project August 2006

Beginning August 2006, TDE will be implementing a multi-phased mail system project that will include upgrades to our mail system, enhancements to our web-based e-mail client, and additional capabilities for detecting and blocking spam. We've prepared this FAQ to address questions that may arise as a result of the upgrades and enhancements associated with this project. The topics covered by this FAQ are general in nature and are applicable to all customers using TDE-provided e-mail services. This FAQ is continually being updated, so check back for additional questions and answers.

Q. I use Microsoft Outlook and I'm not able to click on the links in my Quarantine Reports with a "Report Date" of August 28, 2006 or later. Outlook displays a dialog box stating "Some links in this message might connect to unsafe or fraudulent sites. To help protect your security, links have been turned off in this message."

A. Some versions of Microsoft Outlook (e.g., Microsoft Outlook 2003 SP2) disable the links in the Quarantine Reports. This issue is caused by Microsoft Outlook's Junk E-mail / Phishing detection feature. In order to use the links in the Quarantine Report, you need to click on the Microsoft Outlook InfoBar, then select the "Turn on Links" option. This will enable the links for the current message so that you can use the links in the report to delete or release the messages as needed. The links will need to be enabled via this process for each Quarantine Report that you receive.

It is possible to disable the link-disabling phishing feature of Microsoft Outlook and thus avoid having to "Turn on Links" in each Quarantine Report that you receive, however it is a global option and will affect all messages that you receive. Because of this, we do not recommend that you disable this feature. If you wish to disable this feature, select Tools > Options > Preference (tab) > Junk E-mail (button) and then uncheck the checkbox that reads "Don't turn on links in messages that might connect to unsafe or fraudulent sites."

Q. I have not received a Quarantine Report since the mail system maintenance on August 27, 2006. How can I delete or release messages from my quarantine?

A. Due to issues with the Quarantine Reports created by the mail system maintenance performed on August 27, 2006, we temporarily suspended generation of the Quarantine Reports pending additional information. Quarantine Report generation is expected to resume on August 29. In the mean time, you can access your live Quarantine via the Quarantine folder of our Web-based E-mail Client. The Web-based E-mail Client may be accessed via the link located on the right-hand side of our website. Due to the lack of Quarantine Reports over the past couple of days, we have delayed the purging of messages from the Quarantine. This will allow you additinoal time to review and delete or release messages that have been quarantined.

Q. When I click on the links in my Quarantine Report, I receive an error stating that "The page cannot be found."

A. The links in Quarantine Reports with a "Report Date" prior to August 28, 2006 will no longer work. Messages that were in your Quarantine prior to the mail system upgrade installed on August 27, 2006 can be deleted or released by using the links in a Quarantine Report with a "Report Date" of August 28, 2006 or later.

Q. The "Compose" tab is missing from the new Web-based E-mail client. How do I compose a message?

A. The "Compose" tab of the Web-based E-mail Client has been replaced by a "New" link, which is located on the menu bar of the Inbox.