IGetMail - Support Center

We welcome your questions and comments about IGetMail -  before the sale, during your evaluation period and after your purchase. Check this page to see if we have already answered your question below; if your question is not seen in the Troubleshooting section, you can fill out a Support Request using the form at the bottom of this page.

What is the current version of IGetMail?  3.4

What is different in the 3.4 version?  View the change history.

I am running a previous version.  How do I upgrade to the current version?

IGetMail - Troubleshooting

When you think you are having an email problem, please be sure to check this troubleshooting section as well as the FAQs for more information.

• IGetMail cannot connect to one of our remote POP3 servers.
• IGetMail cannot connect to the local SMTP/Exchange Server.
• We are not receiving our email - does IGetMail have any size limitations?
• IGetMail cannot download a large message or a message with an attachment from a remote POP Server.
• IGetMail is downloading our email, but the email does not show up in our mailboxes.
• IGetMail is downloading our email, but large messages or messages with large attachments are not showing up in our mailboxes.
• IGetMail is downloading our email and delivering the email, but the email messages are arriving slowly.

• IGetMail is reporting it cannot send messages to the email server - How do I fix this?
• We are receiving our email, but the sender receives a non-delivery message.
• We are receiving our email, but the Postmaster is receiving a non-delivery message for every message downloaded.
• Does IGetMail keep any Logs?
• I see a RED icon on the Accounts Panel - How do I fix this?
• I see a RED icon on the Downloaded Email Panel - How do I fix this?
• How can I move IGetMail to another computer and retain my settings?
• All my IGetMail Accounts have disappeared and my settings have cleared - How do I fix this?

IGetMail - Version 3.4 Update Release

Please note that if you have Version 3.0, through 3.3 this will upgrade your software to Version 3.4 at no charge and your 3.x license key will continue the operation of the program. 

If you download Version 3.4 over IGetMail 2.x or 1.x, IGetMail version 3.4 will run in evaluation mode for 15-days and you will need to purchase an upgrade license to continue operation of the program beyond the 15-day evaluation period.

To apply the patch:

1. Go to the computer running IGetMail.
2. Click here to download the updated setup program.
3. Run the igmsetup.exe program to update the IGetMail software.  The IGetMail
   Setup program will stop the IGetMail Service, update the software, then restart the IGetMail service and administrator programs.  Please note that your computer will not be re-booted.  The only service that is stopped and subsequently restarted is the IGetMail Service.
4. To verify the update has been applied, at the IGetMail Administrator, go to Help > About and you should see the version number now reads as 3.4.

Using IGetMail's Trace Logs For Troubleshooting

Most issues with  IGetMail can be resolved by looking at its trace logs.  IGetMail keeps a record of the last 500K of communication between IGetMail and your Exchange Server and IGetMail and your POP3 Servers.  This Log is always maintained and there are no settings or actions needed to create it. 

If you are having a problem with IGetMail sending email to your Exchange Server we need to look at the SMTP trace log.  If IGetMail is reporting that it cannot login to your remote POP3 server(s) then we need to look at the POP3 trace log.  Read below for the instructions to follow for each case and be sure to include a description of the problem that you are seeing and your contact details in the body of the email message.

Email us the SMTP Trace Log when IGetMail is having a problem sending email to your Exchange Server.

1. Go to the folder where IGetMail is installed, the default location is “C:\Program Files\Lockstep\IGetMail”.
2. Double click on the file named “IGetMailConfig.ini”, this will load the file into Notepad.
3. You will see a section titled [Archive], under this is a line that starts with “Path=”.  The path that is after the Path= is where IGetMail is storing its configuration files and downloaded email.
4. Go to the path listed in the IGetMailConfig.ini file.
5. Go to the folder listed in the INI file.
6. Send a copy of the log file named “IGetMail SMTP Trace Log.txt” to support@lockstep.com with an explanation of what problem you are seeing.

Email us the POP3 Trace Log when IGetMail is having a problem communicating with your remote POP3 servers.

1. Go to the folder where IGetMail is installed, the default location is “C:\Program Files\Lockstep\IGetMail”.
2. Double click on the file named “IGetMailConfig.ini”, this will load the file into Notepad.
3. You will see a section titled [Archive], under this is a line that starts with “Path=”.  The path that is after the Path= is where IGetMail is storing its configuration files and downloaded email.
4. Go to the path listed in the IGetMailConfig.ini file.
5. Go to the folder listed in the INI file.
6. Send a copy of the log file named “IGetMail POP3 Trace Log.txt” to support@lockstep.com with an explanation of what problem you are seeing.

Contact Information

If you have reviewed the online support information and your topic is not covered and you would like to contact technical support, we recommend that you contact us via EMAIL for the quickest response.  Please use this online Technical Support Request form.  Note that all of the fields are required.

• Support Policy: 
  
  Lockstep Systems prefers to address technical support issues for IGetMail via email.  We realize there are times when it is easier to answer a question over the phone so that is why we ask that you include your phone number on the Technical Support Request form.  A support representative will review your submission and determine the optimal response method.  You will either receive an email response or a call-back. 
  
  Note - Technical Support representatives are located in Phoenix, Arizona, so we are on Mountain Standard Time.  Support personnel respond to IGetMail Technical Support Request forms during regular business hours, Monday thru Friday, 9am to 5pm MST.
  
  However, there can be situations where IGetMail is not the root cause of the problem you are experiencing. If our support department suspects that the issue is a hardware or networking problem, or if the settings of another software product are interfering with the performance of IGetMail, then you may be required to contact the appropriate support provider for the device/software to resolve the underlying issue first.
  
  Please note that Lockstep Systems, Inc. reserves the right to change the upgrade, maintenance and technical support policies at any time without notice.