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FAQ'S: Frequently Asked Questions
Ken Weaverling and Tracy Miles Answer Your Questions
Need help changing your email address from yourname@college.dtcc.edu to yourname@dtcc.edu? Be sure to check out the great Step-By-Step tutorial at http://www.dtcc.edu/fac_staff/email.html
Remote Desktop Option from Home
Question: I have an instructor that would like to make use of the remote desktop option from home. He has windows 95 and when he goes to Communications on his computer he does not have Remote Desktop. Is there another way for him to access this?
Answer: Why yes! There is a download from Microsoft. Go to this page:
http://tinyurl.com/59ml
and use the second link from the bottom of the page. Thanks for writing!
Ingoing and Outgoing Mail Servers are for Blackboard
Question: I need to know what the ingoing and outgoing mail servers are for blackboard.
I want to use my account in outlook express. Thanks in advance.
Answer: incoming.dtcc.edu, outgoing.dtcc.edu
If you use outgoing.dtcc.edu you need to set it up to use authenticated
SMTP over TLS or SSL (smtp server requires logon) if you intend to send
emails to anyone other than a dtcc.edu address using that account.
Do not check any option that says SPA, just TLS or SSL
No Longer have the Ability to Reply to or Compose an Email in Webmail
Question: I recently installed Windows XP Service Pack 2 and no longer have the ability to reply to or compose an email in Webmail. I have turned the firewall off and still cannot perform the operation.
Answer: Sounds like a pop up issue.
Try holding the Ctrl key down when clicking any button that opens a separate
window. You can also set in the preferences of what sites to allow pop ups
from.
Another alternative is go into options and selected NOT to have your reply in
a seperate window.
How to Attach More than One File from a folder in Webmail to an Out Going Email
Question: How do I attach more than one file from a folder in Webmail to an out going e-mail? Please help.
Answer: Follow these steps to attach files in Webmail:
Step 1: Click on the Compose (3rd icon from the left)
Step 2: Click on the Attachments. Note: You should a paperclip above the name
Attachments. Also you can scroll down to the Attachments section.
Step 3: Click on the Browse button
Step 4: Browse for the the memo or other document you would like to attach to
your email message.
Step 5: After you have select the file you want to attach. Click on the Open
button in the 'Choose file' window.
Step 6: Click on the 'Attach' button next to the Browse button.
Step 7: Depending on how big your file is your file should be attach within
seconds. If the file is big then be patience while your file is being loaded
into your message.
Note: You should see above a message that says, "Added an attachment." with a
thumbs up finger in front of it.
Step 8: Follow steps 2-6 to add more files to your email message.
Step 9: Type the recipient email address, subject, and message the click the
Send Message button.
Open an attached file
Follow these steps:
Step 1: Open the message with the attached file(s)
Note: You should see the an area that has the attached file(s) under the
Subject:
Step 2: Click on the diskette icon if you want to save the attached file to
your Z: , S: drive, or any other media storage drive. If you only want to
view it within your webmail window then click on the name of the attached file
(s). Notice how the name of the attached file changes color when you move
your cursor over it this means that the file is a hot link.
Step 3: If you choose to download the attached file then save it like you
would any other document by selecting the drive and folder you want to save
it to.
Errors in Sending Email
Question: When I am sending an email through Outlook Express, after it's been sent it says error or failed to send email. It says the host server (something like that) is incorrect. I'm not sure what I did before starting outlook, but I do remember typing in AOL for host server. I think that's the problem and the reason why it won't let me send out email. What I wanted to know was if I can reset that and correct the problem so that I can send out email.
Answer: Outlook Express users**
Right-click the incoming server under Folders and choose properties.
Proceed with Step 5 below:
Note: If you don't see Folders then start with Step 1 below:
Step 1: Click on Tools from the main menu
Step 2: Select Accounts...
Step 3: Click on the Mail tab and select the incoming server (for example:
incoming.dtcc.edu)
Step 4: Click on Properties button (located on right side bar)
Note: If it's grayed out it's because you haven't select the incoming mail
server
Step 5: Click the Servers Tab
Step 6: Edit your Outgoing mail in the text then click Apply and OK to close
the properties window.
.................... SPECIAL ATTENTION READ BELOW .........................
How email settings are configured depends on the mail client you are
using, although they all have common terms and the settings are correct.
For any mail client, be sure to look for and set the following.
Mail server type: IMAP
Incoming server (IMAP): incoming.dtcc.edu
Outgoing server should be set to your ISPs outgoing mail server or you can
use Delaware Tech's if you configure as below *AND* use authenticated SMTP ("my
server requires a password).
Details needed for outgoing mail using Delaware Tech's server:
Outgoing server (SMTP): outgoing.dtcc.edu
Outgoing server port: 465 (if Outlook) or 587 (other mail clients)
If neither works, try port 25. However, some ISPs block this port
Check any box that says SMTP server requires authentication or a logon
Do NOT check anything that says SPA
*DO* check TLS or SSL option
Spam Email
Question: Hi, My account never has spam. I have no idea what you are talking about. Could you please elaborate on what you mean as far as "following our instruction"?
Answer: This is a false message, generated by a virus/worm program that has infected someone's PC and is trying to trick you into opening up an infected attachment. You have done nothing wrong. Sorry for the scare, again this message did not originate from the college.
The following is an example of a SPAM Message:
Dear user of college.dtcc.edu,
We have found that your account has been used to send a huge amount of spam messages during the last week. Probably, your computer was infected and now runs a trojan proxy server. Please follow our instruction in order to keep your computer safe.
Best wishes,
The college.dtcc.edu support team.
Summary Screen States there are Messages When there are None
Question:The summary screen states their are 2 inbox messages however when in the mailbox none appear
>
Answer: Click on << left and right >> arrows of the Inbox window to see if you have any unread messages. Webmail may be counting these unread messages as new because you haven't read them, yet. Your display window will only display 20 messages at a time, unless otherwise change by you. Messages new or unread will display as boldface color. Again, use the arrow to see if any messages are still boldface.
Hope this helps.
Email Instantly Returns a Failure Message
Question: When I send emails it instantly sends me a return message failure email, but sometimes the email has gone through to the recipient. I was curious as to why this would occur.
Answer: I've notice that your email address is incorrect, you have
cjdoe@dtcc.college.edu when it should be cjdoe@college.dtcc.edu or just
cjdoe@dtcc.edu. I think you're getting an error message because of the
wrong reply-to email address and not necessarily the recipent's email address
(the person who you're sending the email to).
To correct the problem follow these steps:
Step 1: Click on the Options button in the INBOX window
Step 2: Click on Personal Information in the User Option window.
Step 3: Click on Edit your identities in the Personal Information window.
Step 4: Select 'Default Identity' from the pull down menu in the Identities
window.
Step 5: Delete any references to your userid@college.dtcc.edu. Both text
boxes titled, "Your From: address" and "Your Reply-to: address" should be
blank. Note: Webmail will automatically use the correct college email address
as for the Reply-to.
Step 6: After you have made your changes. Click on the Change button to save
your changes.
Step 7. Click on your Inbox button to return to your messages.
Changing Blackboard Password
Question: I am trying to change my password from the one that was given with my user name for Blackboard, Edge and webmail. Can you please give me direction on how to go about this?
Answer: The steps below will assist you in changing your password.
To change your password follow these steps:
Step 1: Log on to the EDGE portal - http://edge.dtcc.edu
Step 2: Click on the link "BannerWeb/WebCAPP" (without quotes)
Step 3: Log on to Banweb
Note: The Userid should be your 9-digit social security number
(without dashes) and the Pin is your current password.
Step 4: Click on Personal Information link
Step 5: Click on Change PIN
Rules:
You must enter your old PIN and your new PIN. Re-enter your new PIN for
verification.
Your PIN must be 6 characters long, contain no embedded spaces and at least
one numeric value. Remember not (5) and not (7), but (6) characters, any
more will be truncated.
Please make your pin personal and secure.
Don't use easy pins. Make it hard for the hackers to get into our system.
When finished, click Change PIN.
Wait 30 minutes for your changes to take place.
No Sent Mail Folder
Question: I have been sending my assignments via email for an online course since October and I do not have an October 2004 sent mail folder. I have a check in the box that says save sent messages. Am I looking in the wrong folder for the October sent mail folder? Help!!!!!
Answer: Check to see if you have a Sent folder by following the instructions below:
From your INBOX window, click on the the pulldown menu (black down triangle)
next to Open Folder and scroll down to select the 'Sent' folder. This is
where you should see all your sent messages.
Also, you can check to see if you have the maintenance feature on for saving
your sent emails into monthly sent folders at the beginning of each month.
Follow the steps below:
Step 1: Click on the Options button then click Maintenance Operations under
Mail Management
Step 2: Check the checkbox that says, "Rename sent-mail folder at beginning
of month?"
Note: When this feature is checked web mail will ask if you would like to
save your previous sent messages into "sent-month-year" folder. For example,
when December come rolling in, web mail will ask if you want your previous
sent messages save in a folder called "sent-nov-2004" (something like that).
You have the option to say, yes or no.
Unable to Email from Home
Question: I am unable to compose or send e-mail from my (this) home computer. I can retrieve e-mail and delete it, but I cannot send e-mail out at all. Is it my computer? It is brand new. (Dell)
Answer: Windows XP service pack 2 automatically provides a pop-up window blocker in Internet Explorer so it may be blocking your sent or reply new window from appearing. For more information on this click _or_ copy, paste the web site address below:
http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx
Follow these instructions to override pop-up blocking:
Try holding the Ctrl key down when clicking any button that opens a separate
window. You can also set in the preferences what sites to allow pop ups from.
Go into options and selected NOT to have your reply in a seperate
window.
Hope this helps!
Can't Get Rid of Messages in Trash Folder
Question: I selected several messages and deleted them. They went to the Trash folder. I then selected the Trash folder and selected all of them page by page (there are 3 pages) and clicked delete. I keep getting a pop-up telling me I have 25 new messages. I can't find these new messages and the ones in the Trash folder will not delete
Answer: To get rid of your delete messages in the Trash folder, you can click on the button that says "Empty Trash" (located next to the INBOX), this feature will purge all your messages at once in the folder.
If you have messages that are bold in the Trash folder they will still be counted as new until deletions.
Webmail will only display 20 messages at a time (as the default) so when you're deleting your messages it will display the next 20 messages from page 2, then page 3, and so on until all messages have been deleted.
Addtl' note: You *can not* select all your messages in the Trash folder for each page then click delete. For example, if I select all my messages from page 1 then click the arrow to go to page 2 and choose select all, webmail will have already deselect my selected messages from page 1. To avoid this tedious process, just click on the button Empty Trash.
Hope this helps.
Slow Remote Server
Question: You may already be aware of this, but I'm having a great deal of difficulty using the remote server---it's unbelievably slo-o-o-o-w. It reminds me of the "good ole' days" of 14.4 kbs dial-up.
Answer: I just checked and all looks well as far as its operation and network response time, at least from my comcast logon.
There are just so many links in the chain where a problem in one place could cause issues.
Do you have XP? If so, open up a cmd window (start, run, type in "cmd") and then run the command....ping ts.dtcc.edu
That will send a few packets to the server and measure response time. It should be under 50ms, ideally like 20-25ms. If over 100ms, there's probably some sort of network connectivity issue.
If so, try this command...
tracert ts.dtcc.edu
That will map out the various devices your traffic gets routed through the internet and the ms time between each hopi (three samples each). If there's a network problem, you'll see the times leap at one of the hops, like from 15ms to 80ms for example.
Confusion over Listservs
Question: I have resubscribed to a couple of listservs because I thought that college had been dropped from the address. The moderator of one of the listservs sent me a message yesterday stating that college was still in my address. I'm confused about what address to use with listservs.
Answer: If you have a custom identity in webmail, the @college.dtcc.edu would not have been automatically changed to @dtcc.edu. You should be using yourname@dtcc.edu for the correct email address.
Go this web site: http://www.dtcc.edu/fac_staff/email.html and click on Web mail button for instructions on how to change your email address.
Hope this helps!
Unable to open Draft Inbox
Question: After saving a couple of messages I find I am unable to open my Draft Inbox. Please explain to me how I can open it.
Answer: While you're in the Inbox window, click on the Open Folder's pulldown menu. Note: Located to the right of the logout icon and click on the black downward triangle). Scroll down and choose postponed-msgs _OR_ Drafts. This will display any messages that was saved/postpone for later use.
Unable to receive emails at College Email address
Question: I am unable to receive emails at myname@dtcc.edu. I have sent them from various email addresses and none have been delivered. I sent an email from myname@dtcc.edu to a fellow student at dtcc.edu and it was received immediately but their reply was never delivered. Please respond to this at myname@hotmail.com.
Answer:
I had to check with the webmail administrator to better solve your problem.
He notified me that you have your emails forwarded to your @hotmail.com
address in the webmail settings. You need to turn this feature off if you
want your emails to be delievered directly to your @dtcc.edu address. You
can't have it both ways either the forwarding feature is turn off or you need
to start looking for your received messages at your hotmail account.
To turn off the fowarding feature via webmail, please follow these steps:
Step 1: Log on to webmail
Step 2: Click on the Options icon (located top and 5th icon from the left)
Step 3: Under Mail Management click on "Forwarding and Autoreply" option
Step 4: Click on link labeled, "Click here to set forward/autoreply."
Step 5: Delete the hotmail address in the text box and click on the Disable
button.
Step 6: Click on the INBOX icon to return back to your Inbox Window.
Hope this helps.
Can't Log into Webmail and Blackboard
Question: I am having trouble logging into Webmail and Blackboard. I've tried many times to log into Webmail without success, just to try something I went into Banner (no problems there) and changed my pin. I can now log into Webmail with my old pin but I am still not able to log into Blackboard. This is a bit of a problem being that I am taking a telecourse.
Answer: Blackboard uses the same pin/password as BannerWeb. The only exception to the
rule is Banner uses your full social security number (without dashes) as the User id and Blackboard uses your "mgorzyns" (without quotes) as the User id.
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Hidden Email Messages
Question: When I went to check my email it says that I have four messages in my inbox. However, once into mmy account, there was nothing showing that needed to be checked. Am I missing something? Help!
Answer: There may be hidden deleted messages that webmail is still counting as new messages. Click on the link title, Hide Deleted (located far right next to Purge Deleted) to show deleted messages. Then purged/delete all messages marked for deletion by clicking on Purge Deleted link. If the problem still exist then follow the instructions below: Click on << left and right >> arrows of the Inbox window to see if you have any unread messages. Webmail may be counting these unread messages as new because you haven't read them, yet. Your display window will only display 20 messages at a time, unless otherwise change by you. Messages new or unread will display as boldface color. Again, use the arrow to see if any messages are still boldface.
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Redirecting your College Email
Question: Is it possible to redirect my email to myname@comcast.com? I would very much appreciate it.
Answer: Below are the instructions to redirect your email using web mail forwarding feature: [Instructions on redirecting/forwarding your email] Step 1: Log on to webmail Step 2: Click on the Options icon (located top and 5th icon from the left) Step 3: Under Mail Management click on "Forwarding and Autoreply" option Step 4: Click on link labeled, "Click here to set forward/autoreply" Step 5: Type the email address you want webmail to foward to (for example, myname@comcast.com) Step 6: Click on the Enable Forwarding button Step 7: Click on the Inbox icon (located top left) to return back to your messages Remember, to start checking your messages at myname@comcast.com because you won't see them under myname@college.dtcc.edu
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