IGetMail - Troubleshooting

As time goes by, you will probably make changes to your e-mail system. You may find it necessary to make changes to IGetMail’s settings as needed.

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.
• IGetMail is downloading our email, but it does not show up in our mailboxes.
• 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?
  

IGetMail cannot connect to one of our remote POP3 servers.

1. When IGetMail cannot connect to one of your remote POP3 servers, you need to check the name of remote POP3 server and your login credentials.
2. Run IGetMail and go to the Accounts panel.
3. Select the Account that IGetMail is indicating that it cannot make a connection to.  Look for the red envelope icon next to the Account name.
4. Press Modify.
5. Press the Test Login button.
6. If the Test Login indicates that it cannot connect, then you need to review the name of the POP3 server for errors.  You may need to contact your email provider to find out the exact name of the email server that is holding your email account.  You may also experience this problem when you have a firewall that blocks outbound POP3 traffic.  If you have a firewall, you need to open Port 110 for outbound TCP.
7. If the Test Login indicates that it successfully connected to the POP server, but it cannot login, then you need to review your User Name and Password information.  If you believe you have typed in this information into IGetMail correctly, you may need to contact your email provider to make sure your email account is still active, and still on the same server.  Sometimes we have found that the email provider moves the email accounts around and you may need to adjust your settings accordingly.
8. Use the Test Login to perform tests until you have successfully provided IGetMail with the information it needs to connect and login to your remote POP3 email account.
9. Once you have a successful connection and login, press OK to save your changes.

IGetMail cannot connect to the local SMTP/Exchange Server.

1. When IGetMail cannot connect to your local SMTP/Exchange Server, you need to check the name of SMTP Server and your login credentials.
2. Run IGetMail and go to the Accounts panel.
3. Press the Modify SMTP Settings button.
4. Press the Test Login button.
5. If the Test Login indicates that it cannot connect, try this first.  If you have a firewall or anti-virus software that has worm protection, Port 25 is probably blocked.  In our experience A LOT of anti-virus programs block Port 25 outbound.  So, given this we recommend that you check your firewall and/or anti-virus software and change their settings to allow outbound SMTP traffic on Port 25.  Please check with the manufacturer of your firewall and/or anti-virus program for instructions on how to change the settings to allow for the outbound SMTP traffic on Port 25.
6. Another common problem that prevents IGetMail from connecting to your local SMTP/Exchange Server occurs when your local SMTP Server is configured to disallow anonymous access.  If your local SMTP Server is configured to required authenticated access, then you need to  check/tick the "Authenticate as" option on the Configure Local EMail Server dialog within IGetMail.  Once you have checked this option, be sure to enter a User Name and its associated Password.  Typically, for Exchange Server users, you will want to use a Windows Account that is part of your Active Directory that has the right to login to the Exchange Server.
7. Lastly, verify that name of the local SMTP/Exchange Server that has been typed into IGetMail on the Configure Local Email Server dialog is the name of the computer at your location that is running your copy of Exchange.  Typically, this is not the ISP hosting the POP accounts, so be sure to enter the name of your local Exchange Server on this dialog. 
8. Use the Test Login to perform tests until you have successfully provided IGetMail with the information it needs to connect and login to you local SMTP/Exchange Server.
9. Once you have a successful connection and login, press OK to save your changes.

IGetMail is downloading our email, but it does not show up in our mailboxes.

1. When IGetMail is downloading your email, but the email is not showing up in your mailboxes, you need to check both your POP Account settings and your local SMTP/Exchange Server settings.  The most likely cause of this problem happens when the Internet information has been accidentally entered as your local SMTP/Exchange Server information.
2. Let's check your local SMTP/Exchange Server settings first.  Go to the Accounts panel.
3. Press the Modify SMTP Settings button.
4. In the upper half of the screen, the top item needs to be the name of the computer running Exchange 2007 or the Internal IP Address of your 2007 Exchange server.  The key item here is this is your internal computer name.
5. In the lower portion of this dialog in the section called Local Domain Information, verify that you have entered the domain that is supported by your local, internal, SMTP/Exchanger Server.  In the case of Exchange, this is your Active Directory domain.  It is very common for your Active Directory domain to NOT match your Internet domain.  For example, your Active Directory domain most commonly looks like:  MyCompany.Local.  Note that this is different than commonly formatted Internet domains, like MyCompany.Com.  To verify your Active Directory domain, go to your Domain Controller. Press Start>All Programs>Administrative Tools>"Active Directory Users and Computers."  Look at the column on the left and read the highlighted domain name.  Make note of this domain name and type it into IGetMail so both names match.
6. Press the Generate Test Message button to send a message to one of your email addresses to see if you receive it.  If you do not receive the Test Message, you need to review your SMTP/Exchange Server settings again.  If you receive the Test Message but you are not receiving the emails from your remote POP Account, we need to look at your POP Account settings.
7. At the Accounts panel, highlight the name of a POP Account for which you are not receiving the messages and press Modify.
8. At the Configure Remote POP3 Accounts dialog, press Next.
9. At the Configure Remote POP3 Accounts - Account Type screen, you need to review your settings for a potential error.
10. If you have configured this POP Account as a "Catch All" account, highlight the name of a Domain in the list.  Press the Modify Domain button.  The most common error in Catch All accounts is either the Domain Name does not match your Internet domain or that you need to use the "Translate the email addresses..." option in the Domain Mapping portion of the dialog.  First, review the Domain Name provided at the top of this dialog.  Make sure this matches your Internet Domain name.  This should be everything to the right of the @ sign when someone sends email to your POP3 account.  For example, you have registered MyCompany.Com as your Internet domain.  Enter "MyCompany.Com" into this field.  Note that this does not include the @ sign.  The second item to check is the Domain Mapping option.  If you local SMTP/Exchange Server is configured to support a different domain that the Internet domain that you have provided above, you need to use the option "Translate the email addresses..."  For example, if you use Exchange Server and your Active Directory is setup to use MyCompany.Local, you will need to select the "Translate the email addresses" option.  In this case, IGetMail translates the MyCompany.Com addresses to MyCompany.Local.  Without this translation, Exchange will forward your mail back to the Internet and Exchange will not keep a copy.
11. If you have configured this POP Account as an "Individual" account, verify that the email address typed into this dialog is an address that is exists at your local SMTP/Exchange Server.  For example, MyUserName@MyCompany.Local.  Note, this address may not be your Internet address that you most commonly provide to people so they can send you email.  It needs to be the email address that is present in the Active Directory for one of your Windows users.
12. Once you have made any corrections as described in Steps 9 and 10 in this section, press Next and Finish to save your changes.
13. At the Downloaded Email panel, select the messages that IGetMail has downloaded, but you have not received.  Press the Redeliver button.  IGetMail will re-deliver the mail, applying the new settings you have specified in Steps 9 and 10 in this section.  Remember that you can select the first message and shift-select the last message to select a range of messages.
14. At the Accounts panel, press the Check for New Email button. 

Exchange 2007 Notes:

Exchange 2007 has increased its security with the intent to stop spammers relaying through these servers, as a result sometimes Exchange will falsely think IGetMail is relaying and thus cause the email to fail to make it to the intended recipient.  The solution is to use authenticated SMTP and make sure that the Windows account you use for authentication (which may not be the accounts receiving the email) is a member of the Exchange Servers Group. 

1. Run the Exchange 2007 System Admin
2. On the left hand panel expand “Server Configuration”.
3. Then under Server Configuration click on “Hub Transport”.
4. Then in the middle panel of the Exchange System Admin, in the lower half you will see a list of Receive Connectors.  Double click on the “Default - <Server Name>” connector to go to that connectors properties.
5. Next go to the Authentication tab on the connectors properties dialog.
6. On the Authentication panel, under the section “Basic Authentication”, uncheck / untick the option “Offer basic authentication only after starting TLS”.  So this option is not checked, but Basic Authentication is checked.  What this will do is not require an SSL connection before allowing authentication.  Otherwise Exchange will not offer authentication unless the client (IGetMail) is connecting through SSL.  Note that IGetMail supports SSL but you need certificates at the Exchange Server for Exchange to become an SSL Server.  Certificates are not required at IGetMail’s side (SSL Client, which is why end users do not need certificates to use a browser to connect to a secure server).
7. Apply your changes.

Next you need to tell IGetMail to connect to your Exchange Server using the Windows Account that is a member of the Exchange Servers group in Active Directory.  Exchange will allow this user account to send email to all other users.  

Click here for step by step screen shots.

We are receiving our email, but the sender receives a non-delivery message.

1. Some ISP and email providers add additional information to your email addresses as they process your email.  IGetMail interprets these modified email addresses as extra email addresses and will CC these "recipients."  Your local SMTP/Exchange server will see these modified email addresses created by your ISP or email provider as non existent addresses and sends a notice to the sender.  In other words, when you have this problem, you are receiving email and the person who sent you the message receives an error.  To fix this problem you need to tell IGetMail to remove the extra information that your ISP or email provider is adding to your email addresses.
2. Go to the folder where IGetMail is storing its configuration data and downloaded email.  The default location is either the folder "d:\IGetMail Data" where d: is the largest drive, if you have more than one drive partition.  Or if you have just one drive, the default location is under the "Data" folder under the folder where IGetMail is installed, the default location is "C:\Program Files\Lockstep\IGetMail\Data".
3. Double click on the file "IGetMail SMTP Trace Log.txt" which will load the file into Notepad.
4. Look for the text "RCPT", this stands for Recipient.  The Recipient (RCPT) entry shows the actual email address that was processed by IGetMail.   Review several of the addresses and see if there are addresses with a common phrase preceding your addresses.  These phrases are commonly in the form of "ExtraText-YourAddress@YourDomain.com".  This extra text has been added to your email address by your ISP or email provider.. 
5. Run IGetMail and go to the Rules panel.
6. At the Rules panel press the Add button.
7. At the "Rules - Tasks that you want IGetMail to perform" dialog, select the lower option "Remove Extra Delivered To information".
8. Enter the text that appears before your email addresses from step 4 above.  Be sure to include the dash if your ISP or email provider has placed a dash between their added text and your email addresses.
9. Press OK to save your changes.

We are receiving our email, but the Postmaster receives a non-delivery message for every message downloaded.

1. Some ISP and email providers create email addresses that they use when they move your email through their own servers.  When your ISP or email provider creates new email addresses to manage your email at their servers, these email addresses appear as a CC to IGetMail.  When IGetMail pulls the email it will CC your email to the addresses that your ISP or email providers has invented.  This can cause your local SMTP/Exchange server to report that it could not deliver the email to all of the recipients.  You can instruct IGetMail to ignore these extra email addresses.
2. Go to the folder where IGetMail is storing its configuration data and downloaded email.  The default location is either the folder "d:\IGetMail Data" where d: is the largest drive, if you have more than one drive partition.  Or if you have just one drive, the default location is under the "Data" folder under the folder where IGetMail is installed, the default location is "C:\Program Files\Lockstep\IGetMail\Data".
3. Double click on the file "IGetMail SMTP Trace Log.txt" which will load the file into Notepad.
4. Look for the text "RCPT", this stands for Recipient.  The Recipient (RCPT) entry shows the actual email address that was processed by IGetMail.   Review several of the addresses and see if there is a common address that is being added to your email messages that seems to relate to your account at your ISP or email provider.  For example you may see an email address created that is in the form "YourAccountAtYourISP@YourDomain.com".  If see an address that is repeated in every message that appears to be invented by your ISP or email provider, you can tell IGetMail to ignore the address by following the steps below.
5. Run IGetMail and go to the Rules panel.
6. At the Rules panel press the Add button.
7. At the "Rules - Tasks that you want IGetMail to perform" dialog, select the upper section "Change the way IGetMail delivers your email...".
8. In the drop down list immediately after the phrase "When the email message's," select the phrase "To address".  Then enter the complete email address that you have seen in step 4 above.  This should be the complete email address that appears to be created by your ISP or email provider.
9. On the next line after the phrase "perform the following action" choose the option "Ignore this address".  This instructs IGetMail to process the message and send it to all of the addresses the message is intended for while ignoring the address(es) that is/are being added by the ISP or email provider.
10. Press OK to save your changes.

Does IGetMail keep any Logs?

IGetMail creates two types of logs.  One log records recent communications between IGetMail and your POP3 Accounts.  Another log records recent communication between IGetMail and your local SMTP/Exchange Server.  The logs record recent activity up to 500K and are automatically maintained by IGetMail so you do not need to worry about these logs growing in size over time.

I see a RED icon on the Accounts Panel - How do I fix this?

Red icons indicate that either the POP Account Server or the Exchange Server cannot be accessed and IGetMail is not downloading email.  When you see a red icon, you need to take corrective actions to return the icon to green.

If you see a Red icon in front of one of your POP Account listings - the most common reason for this problem is that you have either accidentally included incorrect information in your POP3 Account configuration information that you provided to IGetMail - OR - your login credentials (User Name and Password) to your POP Account have recently changed and you need to input these changes into IGetMail also.  Click here to read the steps about modifying your POP3 Account configuration.

If you see a Red icon in front of the listing for your Exchange Server in the lower portion of the Accounts Panel, chances are that there have been some recent changes to the configuration of your Exchange Server.  Common reasons for a red icon in front of your Exchange Server are: a recent change in the name of the computer running Exchange; a change in the computer IP address; or if a firewall has been installed may be cutting off access to the Exchange Server; or a change in the login credentials.  Again, if you see a Red icon, press the Modify SMTP Settings button, then review your current settings and make any changes as needed.  Press the Test Login button to verify IGetMail's access to your Exchange Server. 

I see a RED icon on the Downloaded Email Panel - How do I fix this?

Red icons in front of messages in the Downloaded Email Panel indicate that IGetMail downloaded the messages but the messages could not be delivered to the proper recipient after 3 days of trying.

If you see a Red icon in front a message in the Downloaded Email Panel, you can choose to redeliver these messages or forward to another recipient if appropriate.

How can I move IGetMail to another computer and retain my settings?

IGetMail stores the account information, downloaded emails, preferences, etc in a folder that you specify when you installed the program originally. This folder location is stored in a configuration file. To move the IGetMail program and its data, follow these steps.

Step 1 - Stop the IGetMail Service

1. Go to the computer running IGetMail
2. Right click on My Computer and select Manage.
3. At the Computer Management window, expand "Services and Application" and then highlight "Services".
4. The right hand panel will now show all of the installed services. Scroll the panel on the right until you see the service named "IGetMail ".
5. Right click on the service and select Stop.

Step 2 - Create a new location on the new server to hold the existing IGetMail data.

Go to the new server and create a folder that you want to use to hold the IGetMail data. You need to either create a folder or have an existing folder to use, DO NOT use the root of the hard drive.   For example create a folder named "d:\IGetMail Data".

Step 3 - Move the existing data.

1. Go to the old computer where IGetMail is already installed.
2. Go to the folder where IGetMail is installed, the default location is “C:\Program Files\Lockstep\IGetMail” or for 64 bit Windows "C:\Program Files (x86)\Lockstep\IGetMail".
3. Double click on the file named “IGetMailConfig.ini”, this will load the file into Notepad.
4. 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.
5. Go to the path listed in the IGetMailConfig.ini file.
6. At the IGetMail Data path copy all of the files and folders from the current IGetMail data folder to the new folder you created in Step 2 above. Specifically copy the IGetMail data from the old server to the new.

Step 4 - Install IGetMail at the new server and uninstall from the old

1. Go to the new server
2. Run the IGetMail setup program.
3. When you run the Setup Program it will ask you where you want to store the IGetMail data, you should enter the path you created in Step 2 above. This is the folder that you have already copied your IGetMail data to.
4. Complete the setup.
5. IGetMail will use the configuration, downloaded email, etc that is copied to the new server as is. It will just continue along from the point of where IGetMail stopped on the old server.

Step 5 - Finally uninstall IGetMail from the old server.

1. Go to the old server
2. Go to Control Panels and run “add and remove programs”.
3. Choose IGetMail and uninstall the IGetMail program.
4. The IGetMail uninstall program will ask if you want to delete the data, choose no for now to leave the data. If everything is ok then you can delete the old data by hand later.

Now IGetMail should be running normally on your new computer with all of the settings, downloaded email history and license information intact.