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Friday, May 09, 2008
 

Newtel Surf Frequently Asked Questions.

  1. Is my browser supported with the new web interface?
  2. What changes do I need to make?
  3. What if I have any problems?
  4. Authenticated SMTP - What is it?
  5. Authenticated SMTP - How do I configure my e-mail client to use it?
  6. POP3 Instructions
  7. POP3 authenticated SMTP - What is it?
  8. POP3 authenticated SMTP - How does it work?
  9. POP3 authenticated SMTP - What must I do to enable this feature?

Is my browser supported with the new web interface?

Internet Explorer (version 4 and upwards) as well as Netscape (version 4.5 and upwards) are supported.

e-mail operation is dependent on LiveConnect, which is the facility allowing JavaScript to communicate with Java and vice-versa.

Netscape 6.2 is not supported due to it's lack of LiveConnect support. When connecting to the new web interface with Netscape 6.2 you will receive a "403 Forbidden" error message.

Internet Explorer 5 is not supported on the Apple Mac due to LiveConnect not being supported in the Apple Virtual Machine (VM). To use the new interface on an Apple MAC install Netscape.

To check if your browser will work you can connect to the following link:
http://www.gordano.com/Support/FAQ/browser.htm

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What changes do I need to make?

Most users should not need to make any configuration changes to their e-mail client. If difficulties are experienced, the following section gives resolutions to the most commonly encountered problems.

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What if I have any problems?

 

 

HelpDesk

If you require any assistance, you can contact the Newtel Customer Services Team on 01534 506400 in Jersey and 01481 240416 in Guernsey.

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Accessing/viewing e-mail

Check here to see if your browser is supported with e-mail.

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"403 Forbidden" errors with Netscape 6.2

If you get a "403 Forbidden" error message when attempting to access/view Newtel Surf e-mail from Netscape 6.2 then this is due to the fact that Netscape 6.2 does not support LiveConnect. See here for more information.

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Internet Explorer Security Settings Problems

If you are experiencing problems accessing/viewing Newtel Surf e-mail, or getting the following error message please read on.

To enable IE to access Newtel Surf, carry out the following tasks:

Open Internet Explorer (IE). In the tool menu, select Internet options, then the security tab.

Then select 'Custom Level...'

Make sure the custom is setting is set to Medium, select reset and ok it.

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POP3 Instructions

Please follow the instructions below to configure e-mail software to collect your Newtel Surf e-mails.

NOTE: Netscape Communicator is not compatible with downloading e-mails from our system, so we recommend using Outlook Express for both the PC and the Mac to access your e-mails.

In the Tools menu, select the Accounts option.

Click on the Add button, and select the Mail option.

Enter your name, or a name that will identify you to the recipients of your messages.

Type in your e-mail address (including the @newtelsurf.com).

For this screen, make sure POP3 is selected in the drop down box, and enter mail.newtelsurf.com into both of the text boxes.

In the Account Name box, please enter your full e-mail address, eg. example.@newtelsurf.com. In the Password box, please enter your password for accessing your mail. If you put a tick in the Remember Password box, you will not be asked for it again. If you leave the box blank, then you will be asked for your password every time the software goes to send or receive mail using your newtelsurf.com account.

Finally, when you are happy that you have entered the correct settings, click the Finish button.

Once this process is completed, your e-mail software should now check your newtelsurf.com account for new e-mails. To make the software check your account, click on the Send / Receive button.


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Proxy servers.

All pages served by the Newtel Surf server tell intermediate proxies not to cache them using Internet standard commands [see RFC2616]. MS Proxy, however, seems to ignore these standards and continues to cache the pages. Since the pages are cached, no change necessarily takes place in IE6 and this can be perceived as the browser hanging.

To solve the problem, switch off specific caching on the machine(s) running the MS Proxy software. This can be done by taking the following steps:

  • Run Microsoft Management Console
  • Expand Internet Information Server node, right click Web Proxy, select "Properties"
  • Click Caching tab, click Advanced... button, click "Cache Filters..." button
  • Click "Add" button to add an URL.
  • The URL for Newtel Surf's webmail is http://webmail.newtelsurf.com, you can enter webmail.newtelsurf.com,/*. Select "Never Cache", then click OK.
  • Click OK to save the changes.

 

Why does IE hang for five minutes?

When you are using any website which uses dynamic content (Newtel Surf), the IE browser hangs and stops working for five to twenty minutes. IE may give the error: "2147012894 Internet Client Error: Request Timeout" or the IE might continue correctly after the delay.

If MS Proxy is used between the website and IE6, the problem becomes more frequent.

The problem is not with the Newtel Surf server.

Microsoft has documented this problem in Internet Explorer in their knowledge base articles.

 

 

Authenticated SMTP - What is it?

Authenticated SMTP allows the e-mail service provider to ensure that their e-mail servers do not send mail generated by unauthorised  users. A typical example of such a user is a bulk mailer or spammer. This individual tracks down "open" mail servers and users them to sent large quantities of unsolicited e-mails. 

In order to prevent this type of activity, authenticated SMTP can be used. This requires that the user intending to send mail through the server in question authenticates prior to carrying out the transaction. This allows for greater flexibility as any valid user of the system can send mail from any ISP.

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Authenticated SMTP - How do i configure my e-mail client to use it?

For outlook Express:

1. Select the tools menu and then accounts from within the program. 

2. Select the mail account (s) you wish to use, and then click on properties.

3.Select the servers tab. This will display a window similar to the example below.

4. Select settings. The following window will appear:

Ensure that the option "Log on using" is selected. Fill in your e-mail address in the account name field and your password in the password field. Click on OK, OK, and close the mail settings window. At this stage, you are now ready to use authenticated SMTP. When sending mail, you may be asked for your password. In order to send, simply enter the password you normally use for you e-mail account.

 

At the current stage, Newtel Surf account holders will not be required to use authenticated SMTP if an internet connection is being supplied by a local ISP. Users connecting from non local ISPs will be required to authenticate. We recommend that all users alter their mail client settings to use authenticated SMTP as this provides a greater level of security.

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POP3 authenticated SMTP - What is it?

POP3 authenticated SMTP is similar in some respects to authenticated SMTP in that it prevents unauthorised users sending large quantities of unsolicited mail through the server in question. POP3 authenticated SMTP is a setting that is implemented on the e-mail server ( not on the users e-mail client) Some older versions of e-mail clients do not support authenticated SMTP and as a result, the service provider must implement POP3 authenticated SMTP to allow users of these clients to send mail through the mail server regardless of where they are connecting to the internet.

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POP3 authenticated SMTP - How does it work?

When you download e-mails from the server to your mail client (using POP3), the server records the IP address that is associated with your internet session. This address is usually stored for several hours in order that any subsequent mail sessions originating from the same IP address do not require additional authentication.

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POP3 Authenticated SMTP - What must I do to enable this feature?

All settings associated with POP3 authenticated SMTP are implemented at the service providers e-mail server. As a result, there are no configuration changes required to your e-mail client.

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