Knowledgebase : Email

Recommended email client

As an email client, we recommend Thunderbird or Postbox (for Mac). We've found those work better than Outlook and people tend to have less problems with them than with other email clients.

Email settings

Regardless of whether it's a desktop/laptop, mobile, or another type of email client, you will need to set it up with these settings:

Service

Server Names

SMTP

smtp.fused.com

POP3

pop3.fused.com

IMAP

imap.fused.com


Username Always use the full email address as the username. Example john@yourdomain.com rather than just john

For security reasons, we ALWAYS recommend you enable the TLS/SSL connections in your email client.

SMTP will always require authentication (password) before sending so make sure you have it enabled.

Still having trouble?

Trouble sending:

If you're having issues sending email, try changing the SMTP port to 587 (TLS enabled).

 

 

Enabling secure connections (SSL or TLS) within your mail client can make your email connection one step closer to secure.


After following these instructions your connection should be using SSL. Be sure to repeat it for any email accounts hosted at Fused.  

  1. Open Outlook
  2. On the menu, click "Tools," then "Account Settings"
  3. Select your mail account that's hosted by Fused and click "Change"
  4. Click the "More Settings" button, then choose the "Advanced" tab
  5. Then:
    Check the box marked "This server requires an encrypted connection (SSL)"
    Make sure that the Incoming server (POP3) port number is 995
    In the "Use the following type of encrypted connection list," choose TLS
    Make certain that the Outgoing server (SMTP) port number is 587
  6. Click "Ok," then click "Test Account Settings." Outlook should tell you that "all tests completed successfully"
  7. Close the "Test Account Settings" window
  8. Click "Next," then "Finish"

That should do it! If there are any further issues, please contact us.

If you suddenly experience all of your emails downloading again, here's a few possible culprits:

Quota

When an email account hits it's quota -- it cannot update the account cache file and essentially marks everything as unread.


To correct this:

  1. Login to your cPanel account
  2. Go to "Email Accounts"
  3. Ensure the account has enough storage allocated and isn't full. Adjust if necessary!
  4. Let the remainder of the emails download, mark them as read and it should correct itself

Ensuring there's enough quota available will prevent this issue. If your entire hosting account is near it's quota, reach out to us and we'll happily adjust it.

Outlook Profile Corruption

If you are using Outlook and are nowhere near your quota, it's possible that one of the .pst files in which Outlook stores email data got corrupted. To fix them, you'll need to follow instructions based on your particular version of Outlook. Microsoft has instructions to repair your Outlook profile.

Our systems require outgoing SMTP authentication to be enabled in order to send mail through our systems. Here's how you can enable it within most versions of iOS:

On your device:

1. Select "Settings" from the home page
2. Scroll down and Select "Mail, Contacts, Calendars."
3. Select the email account to modify
4. Scroll down to "Outgoing Mail Server" and click "SMTP"
5. Click on the "Primary Server"
6. Make sure the slider is "On"
7. Ensure that "Authentication" is set to password.

Everything should then work. Get in touch if you have any questions!

The Full Headers of an email (also known as the "Raw Headers" or just the "Headers") are not shown to the average email user. However, when the time comes to troubleshoot an mail delivery issues or to fight spam, the information hidden away in the Full Headers is vital.

How you show the Full Headers depend on what you use to view your email:

Windows Email Clients:

Mac Email Clients:

Webmail Clients:


Airmail

  1. Select the message you would like to view Full Headers for
  2. Go to the View menu
  3. Select View Raw Source
  4. The Full Headers will appear in a new window


Apple Mail

  1. Select the message you would like to view Full Headers for
  2. Go to the View menu
  3. Select Message, then Raw Source
  4. The Full Headers will appear in a new window


Outlook (for Windows)

  1. Double click the message you would like to view Full Headers for
  2. Select the Info tab
  3. Click the Properties button
  4. The Full Headers will appear in the Internet headers field


Outlook (for Windows - older versions)

  1. Double click the message you would like to view Full Headers for
  2. Go to the View menu
  3. Select Options
  4. The Full Headers will appear in a new window

Outlook (for Mac)

  1. Select the message you would like to view Full Headers for
  2. [control] + click (or right click) the message
  3. Select View Source
  4. The Full Headers will appear in a new window


Postbox

  1. Select the message you would like to view Full Headers for
  2. Go to the View menu
  3. Select Message Source
  4. The Full Headers will appear in a new window


Thunderbird (for Windows)

  1. Double click the message you would like to view Full Headers for
  2. Click the Other Actions button
  3. Select View Source
  4. The Full Headers will appear in a new window


Thunderbird (for Mac)

  1. Select the message you would like to view Full Headers for
  2. Go to the View menu
  3. Select Message Source
  4. The Full Headers will appear in a new window


Horde

  1. Double click the message you would like to view Full Headers for
  2. Click the View Source link
  3. The Full Headers will appear in a new window


RoundCube

  1. Double click the message you would like to view Full Headers for
  2. Click the small "Toggle raw message headers" triangle
  3. The Full Headers will appear in a panel


SquirrelMail

  1. Click the subject link in the message you would like to view Full Headers for
  2. Click the View Full Header link in the message Options
  3. The Full Headers will appear in a new window

To enable SMTP authentication within windows mail, try this:

1. Go to "Tools" > "Accounts"
2. Select "Properties" after selecting the appropriate account
3. Select the "Servers" tab
4. Check the "My Server Requires Authentication" checkbox, and select "Settings"
5. Within the "Settings" page, confirm that the radio box "Use same settings as my incoming mail server" is selected, and hit "OK"
6. Close the rest of the screens

Everything should now work. If you're still having trouble, get in touch! 

The error "Mailbox quota exceeded" is generated when a mailbox is over quota. To correct such an issue, login to cPanel and access the email accounts section.


Once inside, you can use the modify quota option to increase the size limit of the account. Once completed, mail should begin to arrive moments later. No incoming emails will be lost if you run over quota.

You should consider deleting older messages to avoid having to increase your quota frequently, or consider setting your quota far higher than necessary. Allocating additional amounts of storage to a mailbox will not affect account usage.

Other relevant error messages:

mailbox is full - retry timeout exceeded


Here's one solution:

1. Go into "Special Folders" and set another subscribed folder as "Trash"
2. Go into "Folders" and subscribe to the original "Trash" folder
3. Go back into "Special Folders" and set "Trash" back to the original folder

If you're getting this error when attempting to send email, try the following:

For Outlook

  1. Click "Tools" and then "Email Accounts"
  2. Select "View or Change Existing Email Accounts" and click "Next"
  3. Select the email account and click "Change"
  4. Click on "More settings"
  5. Select "Outgoing Server" tab
  6. Tick "My outgoing server (SMTP) requires authentication"
  7. Select "Use Same Settings As My Incoming Email Server"
  8. Click "OK"
  9. Press "Next"
  10. Lastly, press "finish"

Once these steps are done, try to sending the email again.

If you run into further issues, please get in touch with our support team.

Often when receiving this error, the cause is due to the email address you're sending from not existing, or that you're logged into webmail with the primary cPanel username. The correct procedure is to access webmail or your mail clients using a full email address and related password.

To correct this, you can create an email account beneath the "Email accounts" section within cPanel and use that to access your mail in the future.

If you've already created an email address and need to reset the password, it's available beneath "Email Accounts" under the Change Password dropdown next to the email address within cPanel.

Don't hesitate to contact our support team if you have any questions. 

When it comes time to setup your traditional* email client, you have a choice to make: POP or IMAP? Both are mature protocols with excellent support in virtually any email client. Each method has its pros and cons.


POP (aka POP3 or Post Office Protocol):

For many years, POP has been the de facto choice for email setup. It is a very simple protocol, and very easy to understand how it works. Someone sends you an email, then it gets delivered to your email server and waits. When you check your email, the message is delivered from the server to your email client. At that point, the transaction is done. Your email client has the only copy of the message. You can probably see the "Post Office" analogy now. A letter arrives at the Post Office, then at some point later on that letter is delivered to your mailbox.

POP Pros:

  • Simple to setup. Most email clients default to POP.
  • Storage space is limited only by your own hard drive space.

POP Cons:

  • Difficult to use with multiple devices, and syncing is finicky at best.
  • Only one copy of your mail exists; you must manage backup or risk losing it all.
  • Must download entire message from the server.

IMAP (aka Internet Message Access Protocol):

In the past few years, the main advantage of IMAP has become more important. With IMAP, A copy of all mail is always held on the server. Just as with POP, when someone sends you an email, it gets delivered to your email server and waits. Where things differ with IMAP though, is your email client only pulls a copy of the message from the server.

Why is this important? Because we no longer just check email at the computer at work, or the one in the office. We want to check mail at work and at home, plus on our phones, tablets and laptops. On top of that, we want to be able to log in to webmail when we don't have our own devices with us.

We can do all of this when using IMAP, as it was designed for this type of use. No matter what you use to access your email, everywhere else will stay in sync. Read an email? All other devices will mark that message a read. Send a message? All other devices will have a copy of that sent message. Delete a message? All other devices will also delete that message.

IMAP Pros:

  • Easy to setup in modern email clients
  • Use on multiple devices, including webmail, perfectly in sync
  • Backups! In addition to a copy on your devices and another copy on the server, Fused provides 75 days of daily backups. So if you ever delete a message and need it back, we can restore it with ease.
  • Can download just the headers until you need the whole message. Makes email on mobile very fast!

IMAP Cons:

  • Storage space limited by hosting package. As your email storage increases, it uses up the space allocated to your hosting.

So, which should you choose?

Our suggestion is IMAP as the numerous benefits far outweigh the cons. Even if you tend to keep massive amounts of email around, IMAP is still a great choice. Just make sure that you archive and backup old mail on a regular basis.


 

* There are choices other than POP or IMAP, most notably Exchange. However, Fused does not offer Exchange mail.

Enable server authentication within your mail client:

Outlook 2000

  1. Go to Tools > Services (or Tools > Accounts, if Services is not listed)
  2. Select your Internet E-Mail Account and press “Properties.” Go to the “Servers” tab, and check “My server requires authentication” under Outgoing Mail Server
  3. Press “Settings,”
  4. Select “Use same settings as my incoming mail server,” then press “OK” three times to save the changes & return to Outlook

Outlook 2002 & 2003

  1. Go to Tools > E-Mail Accounts
  2. Select “View or change existing e-mail accounts” and press “Next”
  3. Select your fused POP/SMTP account and press “Change”
  4. Press “More Settings”
  5. Go to the “Outgoing Server” tab, and check “My outgoing server (SMTP) requires authentication”
  6. Select “Use same settings as my incoming mail server” and press “OK”
  7. Press “Next,” then press “Finish” to confirm your changes and return to Outlook 

Outlook Express

  1. Go to Tools > Accounts
  2. Select the “Mail” tab
  3. Select your fused account and press “Properties”
  4. Go to the “Servers” tab, and check “My server requires authentication” under Outgoing Mail Server
  5. Press “Settings,” select “Use same settings as my incoming mail server"
  6. Press “OK” twice to save the changes
  7. Press “Close” to return to Outlook Express

This article should describe how to use your Fused email accounts in conjunction with Gmail. By the end of the article, you should be able to setup Gmail to access your Fused accounts and use Gmail as your mail client. 

  1. Login to your Gmail account and click on the sprocket located top right then on "Settings"
     
  2. Click on "Accounts and Import" then on "Add a POP3 mail account you own"
  3. Input the email address you want Gmail to check then click on "Next Step"
  4. Connection settings

    Input your email address as the username.
    Input your Fused email account's password (the one hosted with Fused).

    For POP3 server input "mail.yourdomain.com"
    Port: 110

    Select "Leave a copy of retrieved message on the server." You must select this so Gmail doesn't delete the email from your account after fetching it.
    Optional: Label incoming messages if you want to keep track of what's being fetched from that account.

    Click on "Add Account."

See attached images for demo setup.

Step 1: Login to your Gmail account and click on the "sprocket" located top right then on "Settings".

Before we begin, please make sure you have the following information handy:

Ready? Ok!

Tap Settings and scroll down to Mail, Contacts, Calendars

  


Tap Add Account and then tap Other on the Add Account screen:

  


In the New Account screen, fill in your account details:

  • For Name: enter your name or however you would like to be addressed
  • For Email: enter your full email address
  • For Password: enter your password
  • For Description: Give your account a useful description. This can be anything you want to help refer to this account
  • Click "Next" to proceed

NOTE: use your own information here, not the sample details shown!


  • Enter your Incoming Mail Server and Outgoing Mail Server details. You have a choice here:
    • imap.fused.com - for IMAP (Recommended)
    • pop3.fused.com - for POP3
  • Click "Next" to proceed

NOTE: use your own information here, not the sample details shown!


After iOS verifies your account information, just click Save in the top right corner of the screen.

That's it! You're done. Mail app on iOS is now set up and using SSL to keep your email safe and secure.


For more information, check out the official Apple support article: iOS: Adding an email account


 

Windows 7 and 8 have Windows Live Email installed by default instead of Outlook Express.

Step 1: Open Windows Live and click on “Accounts” and then on “Email," which is located on the top right.

Step 2: Input your account information in the pop-up and make sure “Manually Configure Server Settings" is checked.

Step 3: Click on "Next"

Step 4: Input the following data in the next screen:

Incoming server information

Server type: select IMAP

Server address: imap.fused.com or s#.fused.com (replace # with the server number you are on – you received this information in your Account creation email).

Port: 993 and make sure “Require a secure connection (SSL)” is selected.

Authenticate using: “Clear text”

Login user name: Always use your full email address, example john@mydomain.com

Outgoing server information

Server address: smtp.fused.com or s#.fused.com (replace # with the server number you are on – you received this information in your Account creation email).

Port: 25

Make sure both “Require a secure connection (SSL)” and “Require authentication” are selected.

Step 5: Click on "Next"

 

That's it!

Fused has recently implemented a spam control system partially based on the concept of karma: Good deeds are rewarded, while bad deeds are punished.

Whenever someone interacts with our mail system, either sending to or from, the current karma score for the sender's IP address is noted. 

If the spam fighting checks come back clean, the karma for that IP address is increased. However, if the checks come back negative, karma for that IP address is reduced. How much the karma score is affected depends on the results of the spam checks and the current karma score.

The same process happens when Fused customers send mail, but with a big karma boost just by properly authenticating with the mail server.

With the karma system, no single email is going to cause email to be blocked. The current karma score for the IP address is the the biggest factor. 

So how can Fused customers maximize their karma?

  • ALL email accounts must have SMTP Authentication enabled
  • Send email from the same address used to SMTP Authenticate (Don't send mail as mary@example.com with john@example.com's username and password)
  • Don't send spam!

If you have any other questions, we are ready to help! There is a good chance we will ask you for your IP address, so you might want to visit http://fused.com/ip and make note of the result first.

If you'd like to improve mail deliverability, we recommend adhering to the following best practices.

Unsubscribe header

When sending mass-mail or mail that goes out in large quantities, we strongly recommend adding List-Unsubscribe header. This will improve mail deliverability and will help provide your users more comfortable reading experience.

For more info about this header, please consult RFClist-unsubscribe.com, and a couple of blog posts: one, two.

If you decide to include the header, please ensure the header is actually working as expected: the unsubscribe request goes through and is handled accordingly.

 

To setup your domain with Google Apps, you must first signup or have a Google Apps account for your domain.

  1. Login to your cPanel account and click on "MX Entry"
  2. Select the domain you want to setup MX records for
  3. Make sure "Remote Mail Exchange" is selected under Email routing
  4. Delete existing record(s) under "MX Records"

Now let's add the following MX records under "Add new record", one by one:

        Priority 1 Destination: ASPMX.L.GOOGLE.COM - click on "Add New Record"

    Priority 5 - Destination ALT1.ASPMX.L.GOOGLE.COM - click on "Add New Record"
    Priority 10 - Destination ALT2.ASPMX.L.GOOGLE.COM - click on "Add New Record"
    Priority 20 - Destination ASPMX2.GOOGLEMAIL.COM - click on "Add New Record"
    Priority 30 - Destination ASPMX3.GOOGLEMAIL.COM - click on "Add New Record"


That's it! All set.

If you want to enable spam protection for all e-mail accounts on your domain(s), follow the steps outlined below.

1. Please, go to "Mail -> Spam Assassin™" section of your control panel (CPanel), usually accessible via http://your-domain.com/cpanel 

2. Click on "Disable Auto-Delete Spam" button, then go back

3. Does the page say "Spam Box is currently Enabled"? If so, you're ready to go. If not, click on "Disable Auto-Delete Spam" button, go back and make sure the page says "Spam Box is currently Enabled". And you're done!

From this moment, the spam e-mail will be thrown into folder named ".spam", accessible either via your IMAP4 e-mail client (you have to subscribe to ".spam" folder) or via webmail.

Accessing the SpamAssassin configuration panel

Accessing cPanel

  1. In order to change the email whitelist or blacklist for your domain, you will first need to enter the Fused client area here in order to login to your cPanel for the domain
  2. Once there, you will need to click on "Services" in the blue bar at the top of the page, and select "My Services" from the drop down menu
  3. This will bring you to a page listing your domains and their service information. On the far right of each domain will be a status indicator which should be green and say "Active." Click on this indicator to continue to the product details page
  4. From here, you will see a table on the far left of the screen labeled "Actions." Now click the "Login to cPanel" at the top of the table

Within cPanel

  1. Once inside the cPanel, search for "SpamAssassin" in the search bar at the top of the screen and press enter
  2. Now you should be on the Apache SpamAssassin page. From here, just click the blue "Configure SpamAssassin" button at the bottom of the page
  3. Once on the configuration page, you may read the instructions there to complete the process

Whitelisting and Blacklisting

  • To whitelist or blacklist a specific address, go to the appropriate section (blacklist_from is at the top of the page, whitelist_from is at the bottom) and input and address with the syntax between the quotation marks: "*@example.com". Inputting this into of the five text boxes for whitelist or blacklist will block all mail from this address.
  • Keep in mind that the blacklist_from section is to specify addresses which you are currently receiving unwanted mail from, and the whitelist_from section is to specify addresses which are being incorrectly marked as spam.

Although "blacklist_from" is at the top of the page, "whitelist_from," located at the bottom, contains the directions for the syntax for both blacklisting and whitelisting.

Adjusting the password on an email account is simple.

  1. First, login to our client area.
  2. Navigate to "Services > My Services"
  3. Select active on the far right next to the relevant hosting account
  4. Scroll down to "Email Accounts" and select it
  5. On the next page, scroll down and select "Password" next to the relevant email account
  6. Plug in a new password in both fields (or use the password generator) and select "Change Password"

You can now use this new password with your email account via IMAP, POP3, or webmail.

Get in touch with our team if you have any questions.

In light of POODLE attack being effectively possible, we have disabled SSLv3 on our servers.

When connecting via web-browser that doesn't support TLS, you would usually see human readable error specifying inability to establish SSLv3 connection.

When external mail client / MTA is trying to connect to our mail servers, it would error out with different messages. Most common of them is "554 Security Error." In case the party that's trying to send mail to your mailbox gets this message, you will need to get ahold of party's technical person and tell them about POODLE attack and necessity of upgrading their mailing software to support TLS.

 

Using SPF

Sender Policy Framework (SPF) is an email validation system designed to prevent spam by detecting email spoofing, similarly to how DKIM authenticates email. However, SPF is a much more involved system and involves much more user input to ensure proper functionality. The key to configuring SPF is knowing who should send mail on your behalf. If, for example, you use external email services for newsletters, mailing lists, shopping carts (that send email on your behalf), or host your email elsewhere, SPF will need configured beyond the default settings.

Odds are 3rd party services you use will provide you with "includes" and ipv4/ipv6 settings to add to our SPF settings. You can use the instructions below to make adjustments to your SPF, just note that SPF will absolutely destroy your mail deliverability if misconfigured. Do not hesitate to reach out to us if you have any questions whatsoever. 

Configuring SPF

  1. First you will want to navigate to the Fused client area here and log in
  2. Once you are logged in, click the "Services" text on the blue bar at the top of the screen (just below the Fused branding). From the drop down menu that appears, click on "My Services"
  3. On this page you should see your services listed by domain. For any active domain for which you want to configure the SPF options, you may click on the green "Active" button to the far right of the domain to advance
  4. You will then be taken to a page displaying the details of the service for this domain. On the left should be a table labeled "Actions" containing a list where you will click the "Login to cPanel" option
  5. Once logged in, you will see a search option at the top right of the screen. If you type in "SPF" and press enter, you will be taken to an authentication page detailing your current SPF record and giving the option to "Enable" or "Disable" the SPF status of this domain, along with additional DKIM configuration options and records

Once you have reached the Authentication page of your cPanel for the desired domain, there are a few things to note. Primarily, you will be able to add domains to your specified "authentic" SPF domain list. By default, this list has only "spf.fused.com," but you may add as many additional domains as you'd like in order to send authenticated mail through these domains. In addition, this section will also allow you to add "A" and "MX" records as needed, along with additional IP Address blocks for your domain.

Notice

By default, your SPF record should end in "~all" by default. The "all" means that you are setting the way for the server to deal with all mail not sent from a domain specified in the "+include" section mentioned before. The "~" represents a soft fail default, as opposed to a hard fail.

A "soft fail" means that all mail servers not listed in the SPF record are not authorized to send mail using the sender’s domain, but the owner of the domain is unwilling to make a strong assertion to that effect.

On the contrary, a "hard fail" means that all mail servers not listed in the SPF record are explicitly not authorized to send mail using the sender’s domain.

There are two checkboxes at the bottom of this page. One of which is labeled "All Entry (ALL):". When checked, this box will enable hard fail as the default. It is recommended that this box remain unchecked unless you are certain of what you're doing.

Understanding DKIM

DKIM stands for "DomainKeys Identified Mail." DKIM can be thought of as a sort of digital signature on all your mail. When you send out mail with DKIM enabled, it has your unique signature attached to it and the recipient can be certain where it came from. Consequently, if someone else sends mail under your name when you have DKIM enabled, the recipient (or their spam filter) will see that the mail doesn't have your signature and therefor is not authentic mail. This can occasionally have adverse affects when forwarding emails repeatedly, which can cause the recipients to receive email from a potential unsafe sender who does not carry your same DKIM signature, causing it to be incorrectly marked inauthentic, though this is very rare. You may find more in depth information on the DKIM standard here.

Configuring DKIM

  1. First, you will want to navigate to the Fused client area here and log in
  2. Once you are logged in, click the "Services" text on the blue bar at the top of the screen (just below the Fused branding). From the drop down menu that appears, click on "My Services"
  3. On this page, you should see your services listed by domain. For any active domain for which you want to configure the DKIM record, you may click on the green "Active" button to the far right of the domain to advance
  4. You will then be taken to a page displaying the details of the service for this domain. On the left should be a table labeled "Actions" containing a list where you will click the "Login to cPanel" option
  5. Once logged in, you will see a search option at the top right of the screen. If you type in "DKIM" and press enter, you will be taken to an authentication page detailing your current DKIM record and giving the option to "Enable" or "Disable" the DKIM functionality of this domain, along with additional SPF configuration options and records