OnsiteTek Frequently Asked Questions
This page contains questions that clients frequently have about OnsiteTek support. Please check this page to see if your question is answered here before submitting a ticket. Browse the FAQs by clicking on a category or question to reveal the nested information.
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Basic Troubleshooting Steps
What to do before submitting a ticket
- If your System Hangs or Crashes more than once per week
Try rebooting your system. If system continues to hang or crash, submit a ticket. Try to note if there is a certain application that is causing the problem, or if there was any recently added hardware or software.
- If you are experiencing Pop-ups
If you are getting continous pop-ups, disconnect from the Internet and save any local documents and pictures to an external source. Report the pop-up issue to OnsiteTek Support. If we cannot resolve the issue, we will need to rollback your system settings to a last known good configuration, or reinstall your operating system.
- How do I Approve Senders?
In My Settings select Approve Senders. From there you can approve senders individually, by domain, or by mailing list. You can add multiple senders by separating each entry with a comma, semicolon, or new line.
An entry under approved senders might look like this: firstname.lastname@example.org, email@example.com
That would allow all mail from those addresses directly into your inbox. (Note: that if a message contains a virus it will still end up in your virus quarantine.
Domains and Mailing lists are added in their own boxes to the right of the approve senders box in the same way.
Be sure to hit the update senders button after modifying your approved senders list.
- How do I Block Senders?
In My Settings select Block Senders From there you can
block senders individually, by domain, or by mailing list. You can add multiple
senders by separating each entry with a comma, semicolon, or new line.
An entry under blocked senders might look like this: firstname.lastname@example.org, email@example.com
Domains and Mailing lists are added in their own boxes to the
right of the approve senders box in the same way.
Be sure to hit the update senders button after modifying your blocked senders list.
- How do I Manage Junk Filters?
In My Settings select Manage Junk Filters. From here you can select from a drop-down menu how aggressive the filter should be. Selecting very aggressive is more likely to accidently quarantine a legitimate email but you will rarely see any junk mail in your inbox. Conversely selecting lenient will allow some junk mail into your inbox on accident but it is less likely that a legitimate email will be quarantined.
Selecting Show Category Filters on this page will reveal a list of categories so that you can fine-tune your Junk filters. Selecting a larger number will result in a more aggressive filter for that particular category.
- How do I manage Virus Blocking?
In My Settings select Manage Virus Blocking. From here you can activate or deactivate virus blocking by clicking Activated or Deactivated. By default virus blocking will be activated.
You may also select how you would like Postini to notify you that a message has been quarantined do to a virus by using the drop-down menu.
- How do I Change My Password?
In My Settings select Change My Password. This will bring you to a new window that will prompt you for you old password and allow you to set a new password.
- How Do I Add Alternative Email Addresses?
In My Settings select Add Alternative Email Addresses. There you may add additional aliases by entering them in the provided box. You must use an email address with the same domain as your main account and it must be an address that you already receive mail at.
- How do I Set Time Zone, Language, and Character Encoding?
In My Settings select Set Time Zone, Language, and Character Encoding. From there you can select your geographical region, time zone, and a default character encoding. Select Save Settings when you are satisfied.
- How do I tailor the view of quarantined messages?
Choose a duration for displaying quarantined messages (top of Quarantine).
Choose how many messages to display at once (left of Quarantine).
Click "Show Recipients" in the From column to see the address each quarantined message was sent to (useful to show what addresses senders are using to send you unwanted email).
- How do I safely view the contents of a quarantined message?
Click its Subject link. This does not transfer the message to your computer, so you can safely view contents of junk email at Message Center without risking harm to your computer. Once you view a quarantined message, a green background appears behind the message on the Junk tab.
- How do I find/sort quarantined messages?
You can quickly locate a message in your Quarantine, based on its sender or recipient address.
Or, find a message based on text in its subject (available for English language only).
1. Click the link in the upper-left corner of the Quarantine.
2. Choose the type of information to search for, from the Find list at the top of the Quarantine.
3. Type your search text in the Containing field. You don't have to type the entire text. For example, typing andrews will find a message from firstname.lastname@example.org.
4. From the Show drop-down list, choose a duration for displaying quarantined messages.
5. Click the Go button.
6. Choose how to sort results by clicking the column titles in the Quarantine. Optionally click the Show Recipients link in the From column to see recipient addresses.
Tip: To list all messages again, leave the Containing field blank and click Go.
- How often should I check my Quarantine for Valid Messages?
If you are just beginning to use the email protection service, or if your filters were recently adjusted, check your Junk Quarantine daily to be sure valid messages aren't being quarantined. Once you determine that filters are working properly, check your Quarantine only if you suspect a particular message might have been falsely sent here.
- What if valid messages are frequently quarantined?
* Adjust your junk email filters to a more lenient setting (click the Settings link at the top right of Message Center).
* Add senders whose messages are getting blocked, to your Approved Senders list (click Settings).
* Ask your email administrator to adjust your filter settings, or to add senders whose messages are getting blocked to your Approved Senders list.
- What if a lot of junk email is reaching my inbox?
Your email protection service blocks 95% of unwanted mail from reaching your inbox, allowing only a few junk messages to get through. If more unwanted email than that is reaching your inbox:
* Ask your email administrator to adjust your junk email filters to a more aggressive setting.
Or adjust filters yourself by clicking the Settings link at the top right of Message Center.
* If any other email addresses forward mail to your account, make sure these addresses are not on your Approved Senders list. Ask your administrator for help.
Or click Settings to check the list yourself.
Please note that the more aggressive your filter settings, the more often you should visit Message Center to verify that valid messages aren't being quarantined.
- How are messages identified as Junk Messages?
Before any message reaches your inbox, the email protection service evaluates it for junk-like content, and gives it a score indicating its probability for being junk email. The service then compares this score with tolerance levels set by your junk filters, and messages exceeding this tolerance are quarantined in Message Center.
Note that nobody actually reads your messages, this all happens automatically, in a matter of milliseconds!
- How do I deliver contents of a quarantined message?
Message Center might occasionally quarantine a valid message if its content resembles junk email or if your filter settings are very agressive. If a valid message was falsely quarantined, just deliver it to your inbox:
* To deliver a single message, click its corresponding button at the far right of the Junk Quarantine.
* To deliver several messages, select each message and click the Deliver Selected link in the upper-right corner of the quarantine.
Note: When you deliver a quarantined message to your inbox, it is removed from your Message Center's Junk tab. A copy is placed on the Delivered tab, where it remains for three days before being permanently deleted. If you need to redeliver the message in the meantime, do so from the Delivered tab.
- How do I know why a message was quarantined (Block Reason)?
For each message in your Junk Quarantine, an icon in the Block Reason column indicates why Message Center quarantined it:
Junk Filters: Message contains junk-like content
Blocked Sender: Sender's email address on the Blocked Senders list.
Content: Message contains content that violates your company's policy
Attachment: Message contains an attachment that violates your company's policy.
- What types of Malicious Files does Virus Blocking Detect?
Virus Blocking quarantines messages containing the following types of file attachments:
* Virus: A self-replicating program or programming code that can damage data or programs on your computer.
* Worm: A type of virus that resides in the active memory on your computer, where it self-replicates and typically consumes computing resources. Eventually, it can cause your computer to work very slowly, or not even work at all.
* Trojan horse: A program that is either hidden inside another program or masquerades as an innocent program. A Trojan horse can damage data or programs on your computer, allow others to access your computer, or even retrieve your personal data.
* ActiveX control: A program that enhances the functionality of Web pages. On the Web, these files are often harmless and even useful. However, some ActiveX controls are malicious, and when attached to email messages, it's best to block them from your computer.
* Java applet: Another program that enhances the functionality of Web pages. Again, many of these files are safe when viewed on the Web, but when received as email attachments they should be treated as suspicious.
- Can Virus Blocking Scan Compressed File Attachments, such as ZIP Files?
Yes, virus blocking scans all file attachments, even those contained within a ZIP or other compressed file.
- How do I Delete infected messages from the Quarantine?
Messages placed in your Virus Quarantine are automatically deleted after 14 days. To delete them sooner:
* Select each message you want to delete and click Delete Selected (top or bottom of Quarantine).
* Or click Delete All to delete all messages from your Virus Quarantine.
Message Center places deleted messages on the Trash tab where they remain for three days. After that, they are permanently removed.
- How do I redeliver a message?
Copies of messages delivered to your inbox remain on the Delivered tab for three days, during which time you can come back here to deliver the message again (for example, if you accidentally lose the original). Just click the Deliver button next to the message.
- How do I delete copies of delivered messages?
Copies of messages placed on your Delivered tab are automatically deleted after three days and placed on the Trash tab. To delete them sooner:
* Select each message you want to delete and click Delete Selected (top or bottom of message list).
* Or click Delete all to delete all copies of delivered messages from Message Center.
- How long do messages remain on the delivered tab?
For three days after being delivered to your inbox, and up to 14 days after being received by Message Center.
- How do I retrieve a deleted junk message?
You can retrieve a message deleted from your Junk Quarantine by delivering it to your inbox:
* To deliver a single message to your inbox, click its corresponding Deliver button at the far right of the Trash.
* To deliver several messages, select each message and click the Deliver Selected link in the upper-right corner.
- How do I permanently delete messages from the Trash?
Messages placed in your Trash are deleted automatically after three days. To delete them sooner:
* Select each message you want to delete (at the left of the message), and click Delete Selected at the top (or bottom) of the Trash.
* Or click Delete All to delete all messages from the Trash.
Messages are permanently removed and can't be retrieved.
- How long do messages remain in my Trash?
For three days after being deleted from another tab, and up to 14 days after being received by Message Center. After that, the messages are automatically deleted, for good.
- What is my Personal Archive?
Your Personal Archive keeps a permanent record of all the email messages you send or receive through the email protection service.
It also stores copies of your instant messaging conversations.
Use Personal Archive to easily find any past correspondence.
You can also forward a copy of any archived message to your email inbox.
Personal Archive saves copies of only valid messages. It doesn't store junk or infected messages.
Note: Your service might store only messages exchanged with people outside your network, and not internal communications. Contact your administrator for details.
- How do I find Archived Messages?
Use the search panel at the top of Personal Archive to find one or more archived messages. Click the link above the panel to display the Basic Search panel or the Advanced Search panel.
* Basic Search - Find messages based on the sender, recipients, text in the message body or attachments, date, or any combination of the above.
* Advanced Search - Also find messages from a specific time period, or that have text in a particular part of the message or in an attachment.
Or search only for email messages, or only for IM conversations.
- How do I view an Archived Email?
View the contents of an archived message in your search results by clicking its Subject link. This displays the message, along with links to any attachments.
- How do I forward an Archived Message to my Inbox?
Retrieve an archived message from your search results by forwarding it to your inbox.
This includes IM conversations, which are sent to your inbox as an attachment to an email message.
To forward a single message, click its corresponding Recover button at the far right of Personal Archive.
To forward several messages, select each message and click Recover Selected (top or bottom of Archive).
The message appears in your inbox as an attachment to an email message that has the Subject "Archive Export: subject of message you forwarded" Any email attachments to the original message are included, as well.
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