top of page

Email Knowledge Base


As of January 2021 – Flash is no longer being used and must be removed from your system.

  • We have seen instances of Adobe Flash causing webmail delays and errors if it is still installed in the web browser. Adobe Flash is no longer used for any of the webmail services so the Flash plugin needs to be removed or disabled if it is still present in the web browser being used.

  • That could mean that the browser cache still contains the System Error message and it being displayed again and again even though the usual steps have been used to clear the browser cache. Using the actual ‘Logout’ button before clearing the cache is essential to resolve this error because it closes the webmail session so that the browser cache can be effectively cleared. In some cases it can take more than one round of clearing the cache and re-starting the browser before all of the old cached data is removed.

  • It can also be helpful to open the mailbox in web browser different than the one they usually use so they can see that the mailbox is loading correctly.

Webmail Slowness

  • Why am I seeing delays in webmail?
    Message size and volume will affect message folder loading. It is recommended you do not store messages with large attachments (10Mb+) in your mail account as this will affect performance. It is recommended to save the attachment locally to a folder on your machine, or alternatively utilize a cloud storage solution. As the size of the data increases, so will the times it takes to process and load the folder.



  • I am locked out of my account or my account has been suspended. Why did that happen and how can I get it resolved?

  • If your account has been locked or suspended, it is possible that our system flagged your email as having a high spam score. This can be a result of your email containing elements that are considered spam such as links to domains that are blocked by the messaging community, forwarding chain letters, or containing multiple spam elements.


Invalid Password

  • I am sure I have the correct password but I cannot log in.

  • Your password is case sensitive. Please make sure it is spelled correctly and that the CAPS Lock is not activated.


Password Change

  • To change the user login password via Web Mail:

  • Login to Web Mail.

  • Choose Preferences on the left side panel.

  • Choose Password.

  • Enter your Current Password.

  • Enter a New Password – The  password must adhere to our policy.

  • Re-enter New Password – Re-type the password used in the previous step to verify that it is correct.

  • Choose Save.


Email Safety Tips

Here are some tips for using email safely and securely:

Choose Secure Passwords 

  • Control Center passwords is recommended to have 8 or more characters. For email accounts, please see our Password Policy for more information.

Change Passwords Regularly

  • Update your passwords at least every 60 days. It is especially important to change your passwords frequently if you use or manage email on public computers which may be infected with spyware that record everything you type.

Use Anti-Virus

  • If you have Anti-Virus, your email account is protected by industry leading anti-virus technology that is updated every hour against the latest virus threats. We recommend that you also install and maintain anti-virus software on your computer to prevent infection from floppy disks, CDs, DVDs and other unexpected sources.

Do Not Reply to Spam

  • In the event that spam sneaks past our filters, delete it and forget about it. Replying or attempting to unsubscribe to junk email typically only informs the sender that they have found an active email address to send more spam.

Trust No One

  • Never give out sensitive personal or account information to someone that asks via email unless you have verified the message’s authenticity. Common email scams employ email messages and even websites that look official, but are in fact attempts to steal your identity  to commit fraud. Also beware of email hoaxes that not only spread misinformation, but also bog down networks as unsuspecting users forward them like spam.


  • Always logout of Web Mail and the Control Center after you are done using them or whenever you leave the computer unattended.

Use Common Sense

  • If doesn't sound right it probably isn't...

Email Hoaxes

  • Spammers attempt to do what is called deliverability testing, where they attempt to break current spam rules that vendors have in place. No spam software is 100% effective against this, and spammers will find a way to break rules, hence why rules are constantly updated.

  • Recently, spam activity has increased in regards to spammers using standard phishing techniques for more targeted attacks. These attacks usually appear to contain a bad virus attachment and the FROM address appears to be at your domain. As a reminder, please make sure to adhere to common anti-virus safety tips . These messages are caught shortly after release, and our spam engines are being updated to stop these going forward, along with some variants. However, these persistent spammers are mutating their messaging and viruses enough to get past the current spam definitions, and we are constantly updating our definitions to stop these as quickly as we can.

bottom of page