Support

FAQ

Most frequent questions and answers

You can begin by watching the following YouTube guides. After watching them, you should be able to perform the basics.

  1. How to login to cPanel – https://www.youtube.com/watch?v=PI9qDLOnGHE
  2. How to use File Manager – https://www.youtube.com/watch?v=gvfe1IYS444
  3. How to create email accounts – https://www.youtube.com/watch?v=Qem3LdhRZCA
  4. How to manage email accounts – https://www.youtube.com/watch?v=HeC9weLNFHw

You can go to the following link to find documentation on cPanel. There are also YouTube videos on how to use the cPanel features. The link to the YouTube channel is available at the URL below. Do note that not all features are enabled on our servers.

https://docs.cpanel.net/cpanel/

https://www.youtube.com/user/cpaneltv/videos

The default cpanel URL is https://www.yourdomain.com/cpanel. However, if your website (www.) is being hosted by a 3rd party, then you will have to use https://mail.yourdomain.com/cpanel to access.

The default webmail URL is https://www.yourdomain.com/webmail. However, if your website (www.) is being hosted by a 3rd party, then you will have to use https://mail.yourdomain.com/webmail to access.

Firstly, you will need to login to your cPanel account. Once you are logged in, click on Email Accounts. You may go to the following link for the full documentation on managing your Email Accounts.

https://docs.cpanel.net/cpanel/email/email-accounts/82/

You can also watch the following YouTube video.

https://www.youtube.com/watch?v=HeC9weLNFHw

IMAP, Internet Message Access Protocol, does NOT download the emails. It loads the emails which are stored on the server. You must be connected to the Internet at all times when you access your emails. It allows you to do your emailing via webmail or on any device as long as you have the username and password. Whatever you see in webmail is whatever you get on the IMAP client and vice versa. When you send an email using IMAP, it will also be in the Sent folder of webmail. When you create a folder and store emails in it while on IMAP, it will be reflected in webmail. When you delete an email from webmail, that email will be deleted from server and be lost forever since it does not store a local copy on your machine. If you have a lot of emails you want to keep, you could run into problems when your mailbox is full. You can archive some of the older emails and store them on your machine to free up disk space on the server.
 
POP3, Post Office Protocol, downloads the emails and stores them locally to that specific machine. Once downloaded, the emails are deleted from the server. They cannot be accessed via webmail nor downloaded to another device unless you configure your machine to leave a copy of the emails on the server. Normally, there is option to delete the emails from the server after a certain number of days after they have been downloaded. This option is to allow your other devices to also download the emails within the set number of days. You can also still see the emails via webmail before the set number of days is up. If you do send emails from multiple devices, each device will only have its own sent emails. The sent data will be inconsistent because the multiple devices do not sync with one another. However, you can CC a copy to yourself whenever you send an email so that all devices will download the CCed email. Then all devices will have a copy of the sent email in the inbox.
 

Please refer to the guide at https://www.msoutlook.info/question/705

Please refer to the guide at https://support.microsoft.com/en-us/office/back-up-your-email-e5845b0b-1aeb-424f-924c-aa1c33b18833

Please refer to the guide at https://support.microsoft.com/en-us/office/import-email-contacts-and-calendar-from-an-outlook-pst-file-431a8e9a-f99f-4d5f-ae48-ded54b3440ac

You can go to “Horde >> Preferences >> Mail >> Deleting and Moving Messages” to enable the following option:

“Move deleted messages to your Trash mailbox instead of marking them as deleted in the current mailbox?”

Deleting an email in Horde will automatically move the message to the “Trash” folder once you enable this option. Note that previous messages you deleted will need to be moved to the Trash folder, or “deleted” again, if you want to see those messages removed from the inbox.

Squirrel Mail has been removed from cPanel entirely. You may go to the following blog to read about it.

https://blog.cpanel.com/the-death-of-squirrelmail/

When you cannot receive or send email at all, the first thing to check is whether you are connected to the Internet. Open up an internet browser, e.g. Internet Explorer, Chrome, Safari, and try to access local and oversea websites. If you cannot view any website at all, you will need to fix your internet connection first before you can check your emails.

If web surfing is fine for you, check your anti-virus and/ or internet security software to see if their subscriptions have expired. If expired, you will need to either uninstall/ disable them or renew the subscriptions.

Please visit the Apple support page for troubleshooting – https://support.apple.com/en-us/HT204075

Please refer to the guide at https://www.msoutlook.info/question/218

I opened up my email program and hundreds of bounced emails started coming into my inbox. I do not know any of these email addresses at all. When you encounter such a situation, it is very likely that your email account password has been compromised. If you have a very simple password, it could have been cracked using brute-force attack. If your password was a complicated one, then you might have a bigger problem. Your computer might have been key-logged/ infected with malware.

If you suspect there is something wrong with your computer, get an IT personnel to scan your computer immediately. Do not enter any sensitive information, like credit card info or login using the computer. Change your email account password immediately by using another clean computer. Remember to update all your devices (e.g. phone, iPad, tablet) with the new password after changing.

SMTP by default uses TCP port 25. Most Hotels and Internet Service Providers (ISPs) outside of Singapore block port 25. If the internet connection you are using blocks the port 25, you will need to change your SMTP configuration to use TCP port 465 (SSL) or 587 (Non-SSL). You do not need to change the port back to 25 when you come back to Singapore. Our servers are setup to listen to ports 25, 465 and 587 for outgoing emails. All of them will work as long as they are not blocked by your network.

The recall feature will only work if you are using an Office 365 or Microsoft Exchange email account and the recipient is on the same server as you. However, the recall will fail if the message has already been read. If you find yourself needing to recall emails often, you may want to delay the sending of emails.

Refer to https://support.office.com/en-us/article/recall-or-replace-an-email-message-that-you-sent-35027f88-d655-4554-b4f8-6c0729a723a0

Please refer to the guide at … https://support.office.com/en-us/article/add-a-gmail-account-to-outlook-70191667-9c52-4581-990e-e30318c2c081

You may go to the following link to see if anyone has reported an outage on Gmail – https://outage.report/gmail

Windows Defender detects and removes known spyware only. It is not designed to protect against the full breadth of malicious software, and specifically does not prevent viruses, worms, Trojans, and other malicious software from infecting your machine. The new no-cost solution will be a comprehensive anti-malware solution.

No, but if you are running Microsoft Security Essentials, you do not need to run Windows Defender. Microsoft Security Essentials is designed to disable Windows Defender in order to manage the PC’s real-time protection, including anti-virus, rootkits, Trojans and spyware.

Microsoft Security Essentials should disable Windows Defender on Vista and Windows 7 and uninstall it from XP. In some cases, this does not happen automatically.

If Microsoft Security Essentials did not automatically disable Windows Defender on Vista or Windows 7, you should disable it to prevent conflicts. Windows Defender cannot be uninstalled from Vista or Windows 7. If Microsoft Security Essentials did not automatically uninstall Windows Defender on XP, you should manually uninstall Windows Defender via Control Panel/Add or Remove Programs.

If Microsoft Security Essentials and Windows Defender are both running, your system may experience performance degradation and other problems caused by the conflict of two services providing real time protection simultaneously.

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