cutomerhowtos-overview

Customer How Tos

In this Help Center, you’ll find a collection of IT support resources. Quick reference guides for tasks like setting up email, using webmail, testing how secure your password is, etc.

These are free for all to use (though some will benefit PlanetMagpie customers the most!).
strengthtester

Password Strength Tester

 

Please use at least 2 lower case letters, 2 upper case letters, 2 numeric characters and 2 special characters.

Tip: To insure a strong password, add 2 more of any characters for a total of 10 characters.

How to Use Web Quarantine

How to Use Web Quarantine

How to Manage Quarantines Using the Daily "Quarantine Report" Emails

If you're reading this, you probably receive a daily report email from "Postmaster" with a subject line of "Quarantine Report."  This is an automatic email sent by modusGate every day to show you any new emails it has blocked.

From these emails, you can:

Block a Spam Email Sender
  1. Click "Block" to the right of the spam email in the list.
  2. A browser window will open, with two "Block Options":
    • Block Sender's Email Address:  spammer@domain.com
    • Block Sender's Domain Name:  Domain.com
  3. Select the first to block spam emails from that email address.  Select the second to block the whole domain.
    (NOTE:  Don't do this if you recognize the domain name, even if this is a spam email.)
  4. Click "Continue".
  5. You'll see a line that says:  "spammer@domain.com has been added to your Block Senders list."  This is known as "blacklisting" – ModusGate will prevent all future emails from this address or domain.
  6. Close the browser window.
Delete All Quarantined Items
  1. At the top and bottom of the Quarantine Report email you'll see a line that says, "Delete All Contents."
  2. Click this link if you want to delete all the Quarantined Items listed from your modusGate Quarantine.
  3. A browser window will open.
  4. After a moment you will see this message:
    "All contents of this report have been successfully deleted."
  5. All emails in modusGate Quarantine have been purged.  The next Quarantine Report email you receive will contain only new items.
Release a Legitimate Email from Quarantine
  1. Click "Release" to the right of the email in the list.
  2. A browser window will open, with two "Message Handling Options":
    • Release message from Quarantine
    • Release message from Quarantine and report it as legitimate email
  3. You'll also see three "Prevent blocking future messages from this sender by" Options:
    • Do not add the sender to my Trusted Senders List
    • Adding the sender's email address, [name@domain.com], to your Trusted Senders List
    • Adding the sender's domain name, [domain.com], to your Trusted Senders List (ALL senders from this domain will be trusted)

    NOTE:  Adding email addresses or domains to the Trusted Senders list is also known as "whitelisting."  modusGate will allow all future emails from this address/domain.
  4. Select the options you want from both lists.  Only select the "Adding the sender's domain name" option if you know and trust the sender.
  5. Click "Continue".
  6. You'll see a line that says:  "Name@domain.com has been added to your Trusted Senders list."
  7. Close the browser window.

NOTE:  If you've whitelisted an email, but continue to have problems receiving email from that address, contact PlanetMagpie Network Support at 510-344-1203.  We can whitelist the address at the server level for you.

View the Contents of a Suspicious Email
  1. If you aren't sure about the contents of a blocked email, click its Subject line.
  2. A browser window will open and display the email contents.
  3. If the email is indeed spam, close the browser window.  You may delete or block it using the instructions on this page.
  4. If the email is legitimate, click the Release button in the top menu bar.  Skip to Step 2 under "Release a Legitimate Email" below for further instructions.

 

How to Check Your Web Quarantine

If you are expecting an email and you suspect it was quarantined, you don’t have to wait for your next Quarantine email report.  You can login to view your quarantine items in real time.

Logging On to Web Quarantine

Open the following URL in your web browser:

http://quarantine.planetmagpie.com

You'll see a login screen like this:
Web Quarantine Login Screen

  1. Enter your email address (example: yourname@yourcompany.com).
  2. Enter your email password.
  3. If you're on your own computer, check the box next to "Automatically log me onto this computer."  This will save your email and password for next time.
  4. Click Login.  You'll be taken to the Web Quarantine screen.
Web Quarantine Screen

How to Manage Quarantined Email Items

The Web Quarantine screen displays emails modusGate believes are spam, contain viruses, or are phishing attempts.  Only release emails you are expecting, and that you know aren't dangerous.

The Quarantine Screen
Web Quarantine Screen
To Delete Spam Emails
  1. Click the check box to the left of the email(s) you want to delete.
  2. Click the "Delete and Purge" button on the top menu bar.
  3. The selected emails will be deleted.
To Empty the Email Quarantine
  1. Click the Empty button on the top menu bar.
  2. A window will pop up saying, "Are you sure you want to completely empty this folder?"
  3. Click OK.  All emails in the Email Quarantine will be deleted.
To Release an Email
  1. Click the check box to the left of the email(s) you want to release.
  2. Click the "Select Action" button in the top menu bar.  You will see two actions in a drop-down menu:
    • Release Messages
    • Release and Report Messages as Legitimate Email
  3. If you just want to release the emails you've checked, select "Release Messages".
  4. If you trust the sender (identified under "From" column) and want to receive more emails from them, select "Release and Report Messages as Legitimate Email".

NOTE: Web Quarantine will store your emails for 30 days, after which time they will be automatically deleted.

How to Use PlanetMagpie Webmail

How to Use PlanetMagpie Webmail

Access Your Webmail Account

Access Your Webmail Account - Instructions

IMPORTANT NOTE:  Don't try to access Webmail or your Quarantine folder while your email program is running!  If you already have your email open using an email program, you'll be unable to log on to Webmail or Quarantine.

To access your email account online, go to this website:
http://webmail.planetmagpie.com/webmail/Login.aspx
webmail

Enter your PlanetMagpie username (full email address) and your password.

If you're accessing webmail on your own computer, check the "Automatically log me onto this computer." box.  If you're accessing webmail on another computer, don't check this box.

Click Login.  The Modus webmail account window will open:
modusmail2_cr

From here you can:

  • Check your email online
  • Send emails
  • Browse contacts and email folders
  • Change settings
  • Access your Modus Quarantine
How Do I Review Emails Caught in My Spam Filter?

All PlanetMagpie webmail accounts come with spam filtering to minimize the spam that gets to your inbox.  You'll find emails filtered as spam in one of two places: your Outlook Junk Mail folder (if you are downloading your email to Outlook) or your Quarantine folder (if using webmail).  You will also receive Quarantine Report Emails (from “Postmaster”) on a daily basis delivered at 3 a.m. and covering the previous 24 hours.

Most emails listed in Quarantine Report will be spam.  However, it's possible that a legitimate message will be caught in the spam filter (what's known as a "false positive").  If you aren't sure about an email, click on its subject line in the Quarantine Report.  A browser window will open and show you the email's contents (in a protected view, no risk).

If the email is legitimate, click Release to release it to your inbox.  If you know and trust the sender, you can whitelist their email address (see "How to 'Whitelist' an Email Address" below).

How to Change Your Password
  1. Click on the Settings link in Webmail.
  2. Click on Options.
  3. Type the old password and then the new password into the designated fields under "Account Information".
  4. Click the Save button.
To Receive Emails

Click "Check Mail" in the top menu bar.  Any new emails will appear in the main window below.

To Send Emails

In the Webmail window, click "Compose" on the menu bar.  You'll see a Compose Email window.  Enter the information like you would for any other email, and click Send.

Using an Email Client

You can set up your email to download to a local email client like Outlook or Entourage.  Just follow the instructions under "Email Settings" on this page.

Note that when your webmail pops (downloads), there is no longer a copy of your email on the mail server, it is only on your local machine.  You can, however, set your account to leave a copy on the server.

 

Manage Your Webmail Quarantine

Access Your Webmail Quarantine
  1. Log into PlanetMagpie Webmail (http://webmail.planetmagpie.com) using the above instructions.
  2. Click "Quarantine" in the left-hand column.
  3. Your Email Quarantine list will be displayed.
How to "Blacklist" an Email (Block an Email Address from Sending You Messages)

Blacklisting blocks an email address from ever appearing in your inbox.  Emails from this address are rejected at the server.  Blacklists are best used to prevent known spam and phishing attempts from reaching you.

  1. Log on to http://webmail.planetmagpie.com.
  2. Click Settings in the top menu bar.
  3. Under Email Filtering, click "Blocked Senders."
  4. In the "Add a Sender" box, enter the email address you want to block in the "Email: " field.
  5. Click Add.
  6. Repeat Steps 4 and 5 for any more email addresses you want to block.

NOTE: If you're receiving spam from an email address with a legitimate domain (i.e. @microsoft.com) don't blacklist the entire domain.  Only the email address itself.

How to "Whitelist" an Email Address (Mark the Address as Legitimate)
  1. In the webmail window, click the box on the left of the email to select it.
  2. Click the "Select Action" button in the top menu bar.  You will see two actions in a drop-down menu:
    • Release Messages
    • Release and Report Messages as Legitimate Email
  3. If you just want to release the emails you've checked, select "Release Messages".
  4. If you trust the sender (identified under "From" column) and want to receive more emails from them, select "Release and Report Messages as Legitimate Email".

NOTE: Don't whitelist entire domains like this!  Some spammers can slip past filters by disguising emails as coming from a trusted domain (like microsoft.com).  Only whitelist individual email addresses.

How to Clear Out Spam/Empty the Email Quarantine
  1. Click the Empty button on the top menu bar.
  2. A window will pop up saying, "Are you sure you want to completely empty this folder?"
  3. Click OK.  All emails in the Email Quarantine will be deleted.
To Delete Emails from Quarantine
  1. Click the check box to the left of the email(s) you want to delete.
  2. Click the "Delete and Purge" button on the top menu bar.
  3. The selected emails will be deleted.

 

Troubleshooting

Do I Need to Review my Quarantine Reports Every Day?

That's up to you.  It's recommended that you review your Quarantine report daily, since a false positive could be stuck there (especially with new customers).  If you see a false positive, click "Release" to its right.  A browser window will open, giving you the option to whitelist the sender's email address.

I Can Receive Email, but I Can't Send Any

If you use Comcast or AT&T for Internet, they may have blocked Port 25.  Check the "Can't Send Email? How to Change Your SMTP Port" section for instructions on changing your ports.

I'm Missing an Email, and It's Not in My Quarantine Report.  Where Else Can I Look For It?

Check your Junk Mail folder in Outlook.  It's also possible the email is in your email quarantine, but isn't in your Quarantine Report email from Postmaster.  The Quarantine Report list runs at 3 a.m. so any email filtered after 3 a.m. will not be in your Quarantine Report list until the following day at 3 a.m.

To access your Quarantine email in real time, log into your Webmail and click on the Quarantine folder and go through the list.  If you find the email there, whitelist the sender so this won't happen again.  See "How to 'Whitelist' an Email Address" on this FAQ for instructions.

My Email Doesn't Work
  • Restart your email program (e.g. Outlook) in case it's not working properly.
  • Make sure you're still online.  Visit a webpage to check this, such as www.google.com.
  • Reboot the computer, in case the email process is stuck in the background.
  • You may have gone over your storage limit, and the account has locked as a precaution. Call Support.
  • You may have received too much spam or a phishing attack email, which is blocking your account.   Review your Quarantined Items (see "To Delete Emails from Quarantine" below).

If all of this doesn't work, your mail server settings may be out of date.  The correct mail server settings are:
mail2.planetmagpie.com (Port 110) for Incoming Mail Server
smtp2.planetmagpie.com (Port 2525) for Outgoing Mail Server

Instructions on how to enter these settings (and where to do so) are under "Email Settings" on this page.

If you're still having trouble, call PlanetMagpie Support at 510-344-1203.

My Mailbox is Full. How Can I Get More Storage Space?
  1. Try deleting some emails.  See how much space that frees up.
  2. Your email program (Outlook) may be leaving copies of messages on the server.  Log into webmail and see if your Inbox there still contains emails you've downloaded to your Outlook inbox.  If so, go to "Email Settings" and click on your email client version (Outlook 2010/2013/2016).  The instructions for “How to Limit the Number of Days Email Stays on the Server” will tell you how to clear up storage space.
  3. If you still have a full mailbox, you can request additional storage space from PlanetMagpie (there may be an additional charge).
What Size Emails Can I Receive?

PlanetMagpie email customers can receive emails of up to 10MB in size.  Files larger than 10MB can bog down email sends.  If you need to send a large file, use a secure file storage platform like our Private Cloud Service.

Can

Can't Send Email?

How to Change Your SMTP Port to Allow Sending Email

If you can't send email and you're using a commercial ISP (Comcast, ATT, Sprint, Verizon), they may be blocking SMTP port 25.  This port is standard for sending email.  But it's also standard for sending spam, so ISPs often block it.

In order to send email again, you'll have to change to a different port number.  PlanetMagpie recommends our clients use either Port 2525 or Port 587.

Here's how to change the port number in your favorite email client.  Instructions below are for Microsoft Outlook, Mozilla Thunderbird, and Mac Mail.

Change SMTP Port in Outlook

(NOTE:  This how-to assumes you're using POP/SMTP for email.  It does not apply if you're using Microsoft Exchange for email.)

  1. Open Tools > Account Settings.
  2. Select your PlanetMagpie Email account from the list. Click Change.
  3. Click More Settings.
  4. Check the "My outgoing server (SMTP) requires authentication" box.
  5. Make sure that "Use same settings as my incoming mail server" is selected.
  6. Click the Advanced tab.
  7. Change the Outgoing Server field number from 25 to 2525. (If this doesn't work, repeat these steps and change the number to 587.)
  8. Select "SSL" from the "Use the following type of encrypted connection" pull-down menu.
  9. Click OK.
  10. Click Next until you reach the Finish button. Click Finish.
Change SMTP Port in Thunderbird
  1. Go to Tools > Account Settings.
  2. Select Outgoing Server (SMTP) on the left pane of the Account Settings window.
  3. Select the SMTP server for your domain here.  Click Edit.
  4. Change the number in the Port field to 2525 (if this doesn't work, follow the same steps and change the number to 587).
  5. Click OK.
  6. Click OK again to close the Account Settings window.
Change SMTP Port in Apple Mail
  1. In the Mail menu, open Preferences.
  2. Click the Accounts tab to locate your account.  Open it.
  3. Beneath “Outgoing server (SMTP)”, click on the drop down bar and select "Edit SMTP Server List."
  4. Click on your desired Outgoing server and then click "Advanced."
  5. Select the option for Custom Port.  Type in 587.
  6. Set the Encryption Method to TLS.
  7. If you see a "Use Authentication" box, check it.
  8. Click OK.
  9. Restart Apple Mail.
  10. Apple Support Tools for Mail:
Change SMTP Port in iOS (iPhone)
  1. Open Settings.
  2. Select “Mail, Contacts, Calendars”.
  3. Under Accounts, select your PlanetMagpie email account.
  4. Tap the Account name.
  5. Under Outgoing Mail Server, tap the SMTP bar.
  6. Tap the PlanetMagpie server name to open it.
  7. Under “Server Port”, you should see 587.  If you don’t, tap the bar to bring up the keyboard.
  8. Enter 587.  Click Done.
  9. Tap Account at top left to go back.
  10. Tap Done to finish.
Change SMTP Port in Android

Note:  Your Android device may have slightly different settings.

  1. Open the Email app.
  2. Tap the Menu.
  3. Choose Account Settings.
  4. Tap your PlanetMagpie account.  Scroll to the bottom to locate the “Outgoing Settings” section.
  5. Enter 587 in the Server Port field.
  6. Tap Next to save.

Stay in touch! Follow PlanetMagpie on Twitter or LinkedIn.

If you still have trouble after trying these steps, please call PlanetMagpie Support at 510-344-1203.