Arrowmail - Email Services for today's Business


Other FAQs


 
 
 

Microsoft Outlook and Exchange Mailbox:-
Frequently Asked Questions (FAQ)


Q1

How come Arrowmail's Webmail works differently to other Exchange OWA systems?


Q2

Can I continue to use my current email addresses if I change to your system?


Q3

What do I do when Spam gets through to my Inbox?


Q4

What do I do when I find a Genuine Email in my Junk E-mail folder?


Q5

I've never used Outlook or Exchange before. Can you explain what the advantages and disadvantages are over my current POP3 Outlook Express or Hotmail account?


Q6

If all your anti-virus and anti-spam protection is on the front-end servers, how do you protect internal users from getting virus and spam emails from other internal users?


Q7

How do I change my password for the Arrowmail email system?


Q8

What do I do if I can't remember my Arrowmail password?


Q9

Can I connect to your Exchange server if I don't have Windows XP/Vista and Outlook 2003/2007?


Q10

I have a Mac. Can I make use of your system's advanced email features?


Q11

When I try to edit my Rules in Outlook, why do I get an error message?


Q12

How can I request a change to my account's configuration?


Q13

I've setup multiple accounts in Outlook, with different signatures, but they're not working properly. What should I do?


Q14

How can I find out how much of my Mailbox Storage Space I'm using?


Q15

My Mobile Device is a Blackberry, can I use your system for my Email?


Q16

Why is my signature double-spaced on HTML emails I send using Outlook?



 
   

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Q1

How come Arrowmail's Webmail works differently to other Exchange OWA systems?

A1

To access standard Outlook Web Access (OWA), in Internet Explorer's Address Bar, you usually have to type something like:-
https://exchange.mycompany.com/exchange

In our system you only need type:-
arrowmail.co.uk (no prefixes or suffixes!)

You could, if you wanted, type:-
http://owa.arrowmail.co.uk/exchange

https://exchange.arrowmail.co.uk/exchange works too but gets you a plainer logon screen.

Also, when you come to enter your username, you usually have to prefix it with your domain's Netbios name such as:-
mycompanydomain\john.smith
while in our system just your username will do.
You can use your primary email address in place of your username, but your username usually requires less typing.

Why the differences?

To save you typing

To save us having to explain to people, unfamiliar with OWA, why things don't work the simple, obvious way

To lessen the opportunity for errors

It's not magic, it's just some redirection tricks in IIS6 and a bit of editing of the OWA logon page. (We couldn't resist adding our branding to the logon page as well.)

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Q2

Can I continue to use my current email addresses if I change to your system?

A2

Yes, absolutely!


You can setup forwarding of email from existing accounts to your Arrowmail mailbox.

You can have email automatically collected, by our server, from your POP3 accounts.

If you own your own domain name, you can nominate our servers to be responsible for all email sent to your domain via MX records.
The process of changing MX records can be daunting, so let us know you domain registrant's control panel logon details and we'll change the MX records for you, if you like.

We'll also throw in an @arrowmail.co.uk  or @arrowmail.co email address if you want.


Once you've paid your first year's subscription we'll buy, pay the first 2 years' fees and setup a .CO.UK domain for you so you can have email addresses and a website at that domain name.
We use the domain registry service at www.easyspace.co.uk
There are some more detailed examples here of how multiple email accounts, from different service providers, can be centralised into your Arrowmail mailbox.

You can also nominate which of your email addresses will appear, by default, as the "From" header for every email you send and also setup alternative "From" addresses yourself, if necessary, inside Outlook and give each "From" address it's own signature - here's how.

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Q3

What do I do when Spam gets through to my Inbox?

A3

I'm sorry to say that this will continue to happen until the various anti-spam initiatives, currently proposed, are agreed upon and universally adopted.
Maybe spam won't exist in 5 years, although, according to Bill Gates' prediction of a few years ago, it shouldn't exist today:-
"Spam will be a thing of the past in 2 years' time." - January 24th 2004.

The evil geniuses behind spam are constantly changing course to evade anti-spam systems which are always having to play catch-up.
When a spam email makes it through our filters and arrives in your inbox you can:-

1 -

Ignore It
Chances are that our "spam trap" accounts will have also received the same item and it's already been fed back into our Spam Filter for analysis as to how it managed to get through in the first place.


2 -

If the spam has an Unsubscribe link decide if you trust it
If the product being advertised is:-

a)

Not a typical dodgy spam product such as pornography, mortgages, phoney qualifications, body part enhancement, pharmaceutical drugs or stocks and shares advice

b)

It doesn't have a paragraph of nonsense words designed to fool spam filters

c)

It's correctly addressed to you


Then it may not be mainstream spam.
If the company behind it is based in the UK (prices shown are in £s) then they have a legal obligation to provide a way for you to be taken off their mailing list.
The law is called the Privacy and Electronic Commerce Statutory Instrument 2003, No. 2426
I guess that 30% of what people consider to be spam can be stopped by following the unsubscribe process at the bottom of the email, so it's worth trying this if the spam appears to have originated in the UK.
My experience is that many companies do now act on requests to unsubscribe from their mailing lists.


3 -

Forward the email to us to feed to our Spam Learning system
You should do this if the same spam has made it to your inbox repeatedly over several days.
You need to forward the email to us in a special way so its original format is preserved.
Instructions on how to do this in Outlook and Outlook Express are given here.
The spam emails you forward to us don't go straight into the spam learning system as our existing set of spam definition rules are too precious for us to risk being polluted.
We review the spam you send us before letting it through, so if you were to send us Tesco or Amazon newsletters as spam we'd reject them as some people do wish to receive these and we know that these companies honour unsubscribe requests.
The address to forward your spam to is:-
isspam@arrowmail.co.uk


Our spam classification system inserts it's report into the headers of each email that it processes to show how the Spam Index it has assigned was arrived at.
You may gain some insight into what causes emails to be classified as spam by examining these headers.
To see these headers in Outlook 2003, open an email and click on View - Options
This option is not available with Outlook 2007.

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Q4

What do I do when I find a Genuine Email in my Junk E-mail folder?

A4

We feel bad when this happens but hopefully it's a rare occurrence.
Forward the email to us for feeding back to our Spam Learning system so that it can workout where it went wrong.
You need to forward the email to us in a special way so its original format is preserved.
Instructions on how to do this in Outlook and Outlook Express are here.
The address to forward your false positives to is:-
notspam@arrowmail.co.uk

To stop your outgoing emails being classified as Spam by other, heavy-handed
anti-spam systems you should write your emails in a non-spammy way.
Of course, some of the spammers use these techniques themselves but generally they still help:-

Don't write words in all capitals or use excessive multiple exclamation or question marks.

Send your emails as plain text instead of HTML formatted emails.

Don't send emails with blank Subject lines.
Try to use at least 4 words to describe the subject of your email.

When you send an attachment, make sure you still put a few word in the body of the email.
Send a pictures or graphics as JPGs and never GIFs.

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Q5

I've never used Outlook or Exchange before.
Can you explain what the advantages and disadvantages are over my current POP3 Outlook Express or Hotmail account?

A5

Advantages:-


1 -

With Outlook and Exchange the master copy of all your email data is kept on our servers.
A backup copy is also automatically stored on each PC on which you use Outlook.
These backups are kept up-to-date every time you use Outlook, without you having to do anything.
If your laptop is stolen, your PC's hard drive fails or our servers suffer some disaster then your email data is not lost.

2 -

If you don't finish writing an email at work, just save it in your Drafts folder and, when you open outlook on your home PC, you'll find it sitting there in your Drafts folder waiting for you to complete it.
Because your email is stored centrally on our servers, you always see the same set of folders wherever you access your email.
No more forwarding emails to yourself or not being able to access an email because the only copy is stored on a PC in a different location.
We call this "fully synchronised email".

3 -

Outlook is more than an email client, it's also a Personal Information Manager (PIM).
This means that, alongside email data, are stored Contacts (address book information), a Calendar for appointments that gives you reminders of impending events, a To Do list, a place for general Notes and a Journal.
You can also store normal files such as Word documents within Outlook's folders.
All of this data is kept synchronised and therefore backed up, between our servers and all the PCs you use Outlook on.

4 -

Any PC, including Macs, that have Internet access can be used to access and work on your Outlook data via a webmail interface using any Internet browser program.
Wherever you are you are in the world, if you can get to a PC with Internet access you are only a username and password away from your email and other important data.

5 -

Many mobile phones have the ability to synchronise with Outlook or Exchange to varying degrees - it's called ActiveSync.
Simpler devices might only be able to show the 30 most recent emails in your Inbox while modern Smartphones and PDAs can do Direct Push where new emails are sent to your device automatically, as soon as they arrive on the server.
The Blackberry is the most famous example of a Push Email device although now many other modern mobile devices can manage this trick.
Exchange can now push emails to these mobile devices directly and so achieve Blackberry-like functionality.
Direct Push is enabled, by default, on every Arrowmail Exchange mailbox account

6 -

Groups of users can share common contacts, calendars and email folders.
Members of the group can see when others are free, add events to another person's calendar, send meetings requests and book meeting rooms.
Outlook and Exchange can therefore improve communications between members of a workgroup.



Disadvantages:-


1 -

Outlook is not a free program and has to be purchased separately from your copy of Windows.
Outlook does, however, come included with all editions of Microsoft Office 2003 and all Office 2007 Suites except the Home and Student suite.
Exchange server can cost many £1000s to implement plus further ongoing costs to maintain and administer.
Alternatively you can rent Exchange mailboxes from email hosting companies, such as Arrowmail, for a monthly fee.

2 -

Outlook Express is a simpler program that puts less strain on your PC's system resources.
On older PCs, Outlook can be slow to load and sluggish in operation.

3 -

Outlook 2003 is a poor client for IMAP email accounts
(Outlook 2007 is better.)

4 -

Outlook does a good job wh / operating on slower Internet connections, such as GPRS, but Outlook Express is better in these situations as it requires the least amount or data to be transferred for it to work.

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Q6

If all your anti-virus and anti-spam protection is on the front-end servers, how do you protect internal users from getting virus and
spam emails from other internal users?

A6

We can't discount the possibility of a virus email originating from an internal user and going straight to another internal user's mailbox and so our backend Exchange servers have an anti-virus plug-in.
This will also pickup virus emails when a user imports an existing email store, such as a PST file, into their Exchange mailbox.
We only pass emails that are incoming from the Internet through our spam filter.
We're paranoid about keeping our servers as trusted sources of genuine email and off of all black-lists and so, believe me, no one will be able to send spam from one of our internal accounts for very long.

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Q7

How do I change my password for the Arrowmail email system?

A7

Users can change their own password from within Outlook Web Access (OWA) which is the webmail interface to your Arrowmail account.
Type this address in a web browser:-
https://owa.arrowmail.co.uk/exchange
or just arrowmail.co.uk with no prefix, and enter your username and current password to logon.
Click on the Options button in the bottom left and scroll down until you see the
Change Password
button:-


Accessing the Change Password option in OWA
 

and then complete the pop-up form similarly to below:-


Complete the Change Password pop-up form


This username and password are the same ones that are used for all other forms of access to Arrowmail's services, including Outlook Anywhere, VPN, FTP,
Web Folders and Mapped Drive.

The only password requirement we've setup is that it has a minimum length of 6 characters.
We recommend you choose a password with a least 8 characters which includes
mixed-case letters, a couple of numbers and a punctuation symbol.

You do, of course, have to know your current password in order to use the above methods to change it.
If you've forgotten your password, see the next question.

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Q8

What do I do if I can't remember my Arrowmail password?

A8

Phone us on 0800 634 9870, or +44 20 3266 0015 from outside the UK, and we'll ask you some security question to conform your identity before resetting your password.
We'll then send the new password to your mobile phone in a text message.

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Q9

Can I connect to your Exchange server if I don't have
Windows XP/Vista and Outlook 2003/2007?

A9

You need both Windows XP (or later) and Office 2003 (or later) to do the
Outlook Anywhere trick which is required to have access to all the features of Exchange.
You can access our Exchange server using all other standard email protocols such as POP3, SMTP and IMAP but these don't allow you to use the advanced features of Exchange.
You can also access your mailbox with any browser on any type of computer with Internet access using Outlook Web Access which allows access to most of the advanced features, but OWA isn't as nice as real Outlook.
When Outlook and Exchange are on the same internal network they communicate using the Remote Procedure Call (RPC) protocol and this has been the case with all previous versions of Outlook.
RPC is not a protocol that is allowed through firewalls, onto the Internet which is the reason Microsoft developed RPC-over-HTTP, the protocol behind Outlook Anywhere.
Only Outlook 2003 and later can make Outlook Anywhere connections.

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Q10

I have a Mac, Can I make use of your system's advanced email features?

A10

Our Exchange mailboxes allow POP3 and SMTP access but this is not very advanced.
Most email programs that run on a Mac support the IMAP email protocol.
You may not have heard much about IMAP but it was designed to overcome the disadvantages of POP3 which are:-

1 -

Because a particular email only exists on one PC it can only be accessed from that PC

2 -

As email data exists only on one PC, it can easily be lost through some mishap with that PC.


With an IMAP account, the master copy of your email folders are kept "safe" on our servers and any email client is kept in sync with the master copy while it's connected.
You therefore see exactly the same folders from whatever PC you read email on and having a PC lost, stolen or a hard drive crash will not make you lose your email.

Outlook Web Access will work with all modern browsers that run on a Mac, such as Safari, and the program called Entourage, which is part of Microsoft Office 2004 for Mac, can interface with Exchange in a similar way to Outlook.

They don't make Mac Smartphones so a Mac owner has the same choices of Smartphones as everyone else and most of these mobile devices are capable of synchronising directly with an Exchange server and receiving emails by Direct Push.
For this to work the SmartPhone must have an ActiveSync client.

You don't have to get a Smartphone based on Windows Mobile 5 or 6, as DataViz sell a product called RoadSync for US$99.99 which enable most smartphones to have Push email from our servers.
If you have the choice, however, choosing a Smartphone with "native" support for ActiveSync makes more sense.

Without Entourage or Microsoft Outlook, Mac users won't enjoy the benefit of the PIM features and the ability to share scheduling information within a workgroup, but, by themselves, synchronised email folders and Direct Push to a smartphone can revolutionise your email experience.

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Q11

When I try to edit my Rules in Outlook, why do I get an error message?

A11

This is the typical error message:-

There is not enough space on the Microsoft Exchange Server to store all of your rules. The rules that failed to upload have been deactivated.

This means that the rule you are trying to add or edit will push the space required to store all your rules past the limit of 32kbytes per mailbox.
This limit comes from the amount of data that can fit into a single Remote Procedure Call message and it can't be circumvented in Exchange 2003.
In Exchange 2007 this limit can be increased up to a maximum of 256kbytes thus allowing 8x as many rules to be stored.
Arrowmail plans to offer Exchange 2007 mailboxes, in the not too distant future, configured, of course, with the maximum storage allowance for Rules.

If you're desperate to increase this limit now, there's a 3rd party product called Clear Context Information System that might help.
Even the simplest rule uses 660 bytes so about 50 rules is the most you'll be able to have. This figure could be much less if you have some complicated rules.

Otherwise here are some other suggestions:-

See if any other rules can be deleted

See if 2 or more rules can be incorporated into a single rule

See if you can change any rules to make them more compact.
For example, if you are moving a message to a PST file, relocate the PST file to a location on your hard drive with the shortest possible pathname:-
C:\Archive.pst occupies less storage space than:-

C:\Documents and Settings\john.smith\Local Settings\Application Data\Microsoft\Outlook\Archive.pst

If one of your rules is to forward every message that arrives in your Inbox to another email address, you can use the Customer Request Form to ask us to make this setting on the server which uses a different mechanism to Rules.

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Q12

How can I request a change to my account's configuration?

A12

Email us the changes you want to info@arrowmail.co.uk.
Use your Exchange mailbox to send this email so we'll know that the request is genuine

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Q13

I've setup multiple accounts in Outlook, with different signatures, but they're not working properly. What should I do?

A13

Information on how to work with multiple accounts, each with a different signature, is given here.

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Q14

How can I find out how much of my Mailbox Storage Space I'm using?

A14

From within Outlook, right-click on the top-level folder of your Exchange mailbox - called Mailbox - John Smith - and chose
Properties for "Mailbox - John Smith" then select Folder Size..
This gives a window with 2 tabs: Local Data and Server Data.
Local Data is the size of the OST file stored on your local PC and Server Data is the amount of storage you are using on our Exchange server.
When the local copy of Outlook has fully synchronised with the server, the amounts of Local Data and Server Data should be the same. In practice the Local Data amount is usually a little bit higher due to synchronization errors that have happened in the past.
As well as a total amount of storage being used, this page shows a breakdown of how much storage space each folder is using.

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Q15

My Mobile Device is a Blackberry, can I use your system for my Email?

A15

Our Exchange server doesn't have a direct way to synchronise with your Blackberry account, such as is provided by the Blackberry Enterprise Server.

However, Blackberry provides simpler methods for new emails that arrive in your Inbox to be pushed to a Blackberry device, such as using POP3 or Webmail, and our Exchange server certainly supports all of these.

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Q16

Why is my signature double-spaced on HTML emails I send using Outlook?

A16

There's a discrepancy in how the Outlook Signature Editor creates the HTML code for a signature and how Outlook interprets this HTML code when displaying an email with a signature.
Specifically, the </p> tag, used to signify a new line, generates an extra line break, hence the double-spacing problem.
The solution is to use a <br> tag for new lines instead or </p>.

How do you do that?
In the Outlook signature editor, when you want a new line, don't press Enter but, instead, press Shift+Enter.

If you already have a signature that's "double-spacing", open it in the Outlook editor and move the cursor to the start of each line (except the first line), press Backspace to delete the existing tag and then press Shift+Enter to generate a new <br> tag.
In the editor it will look exactly the same, but the double-spacing between lines will have gone when emails you write are displayed in the recipient's Outlook.

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