Help Index - PoliteMail Home

Troubleshooting

I can't log on

Problems logging on usually are temporary and are resolved in a matter of minutes. If the problem persists:

  1. Close Outlook.
  2. Make sure all cables are securely connected to your computer/wireless router/modem.
  3. Open Outlook and attempt to log on again.

If you still cannot log on, contact your Internet Service Provider to check for outage notices.

Lost Network Connection

If you lose your Internet connection, you will see the following message:

To reconnect, click the reconnect button that appears on the PoliteMail toolbar

I can't send tracked messages

If your email is working otherwise, you may have run out of PoliteMail Send Credits. Visit the website to purchase additional credits.

Messages with valid addresses are bouncing back

Email messages may bounce back to you if:

  1. The recipient's mailbox is full.
  2. The recipient's ISP is experiencing technical difficulties.
  3. Content in your message is flagged as SPAM. Make sure your message and subject line do not contain any words that are typical of SPAM ("free," "money," "limited time offer," for example). Not all SPAM blockers will return your message and this system, like most all email systems, is unaware when email is automatically routed into a SPAM or Junk Mail folder.

My Message was flagged by a phishing detector

This may happen if you include URL addresses in your messages instead of creating hyperlinks from key words. Whenever possible, avoid using full URL addresses as links.

My opens aren't being recorded

If your recipient has graphics turned off, or is blocking external links, the system will not see (or record) the open event and you will not receive any tracking notification. Many email clients, such as Outlook 2003, have graphics turned off as a default setting, and if left with these default settings will not trigger an open event. While people tend to leave default settings in place, given today’s graphics rich message environment many people find these defaults too limiting and will turn graphics and external links back on.

My attachments won't send

You will not be able to attach a file that is not saved in the Content Library to a tracked Cc message. The system should give you the choice of sending the tracked Cc message without the attachment, or importing the file to the Contact Library.

Percentages in reports are greater than 100%

Once you send a tracked message, the system will follow and report on all of the interaction a recipient has with it. If one of your recipients forwards your message to a large group of people, all of these interactions will be recorded. Since they were not part of your original send, however, you may see interest and response data equaling more than 100%.

What are these long URLs in the text of replies?

When you send a track message, the system embeds a tiny, invisible tracking image (a single-pixel gif, sometimes called a web beacon) within the content of the message. When the recipient opens the message, the tracking image is referenced. When they click a link or open an attachment, another tracking code is activated. If a recipient replies to you using Text Only format and not HTML, you will see these tracking codes as long URLs.

What is "Other IP?"

You will see the letters "IP" under the contact type icon in the Recent Response panel when a tracked message is opened by someone else after your recipient opens it (or by the same recipient using another ISP).