IGetMail Automatically Downloads email and forwards your email to your Exchange Server or remote SMTP Server

IGetMail - Troubleshooting

IGetMail cannot connect to one of our remote POP3 servers.

When IGetMail cannot connect to one of your remote POP3 servers, you need to check the name of remote POP3 server and your login credentials.

Run IGetMail and go to the Accounts panel.

Select the Account that IGetMail is indicating that it cannot make a connection to. Look for the red envelope icon next to the Account name.

Press Modify.

Press the Test Login button.

If the Test Login indicates that it cannot connect, then you need to review the name of the POP3 server for errors. You may need to contact your email provider to find out the exact name of the email server that is holding your email account. You may also experience this problem when you have a firewall that blocks outbound POP3 traffic. If you have a firewall, you need to open Port 110 for outbound TCP.

If the Test Login indicates that it successfully connected to the POP server, but it cannot login, then you need to review your User Name and Password information. If you believe you have typed in this information into IGetMail correctly, you may need to contact your email provider to make sure your email account is still active, and still on the same server. Sometimes we have found that the email provider moves the email accounts around and you may need to adjust your settings accordingly.

Use the Test Login to perform tests until you have successfully provided IGetMail with the information it needs to connect and login to your remote POP3 email account.

Once you have a successful connection and login, press OK to save your changes.

IGetMail cannot connect to the local SMTP/Exchange Server.

When IGetMail cannot connect to your local SMTP/Exchange Server, you need to check the name of SMTP Server and your login credentials.

Run IGetMail and go to the Accounts panel.

Press the Modify SMTP Settings button.

Press the Test Login button.

If the Test Login indicates that it cannot connect, try this first. If you have a firewall or anti-virus software that has worm protection, Port 25 is probably blocked. In our experience A LOT of anti-virus programs block Port 25 outbound. So, given this we recommend that you check your firewall and/or anti-virus software and change their settings to allow outbound SMTP traffic on Port 25. Please check with the manufacturer of your firewall and/or anti-virus program for instructions on how to change the settings to allow for the outbound SMTP traffic on Port 25.

Another common problem that prevents IGetMail from connecting to your local SMTP/Exchange Server occurs when your local SMTP Server is configured to disallow anonymous access. If your local SMTP Server is configured to required authenticated access, then you need to check/tick the "Authenticate as" option on the Configure Local EMail Server dialog within IGetMail. Once you have checked this option, be sure to enter a User Name and its associated Password. Typically, for Exchange Server users, you will want to use a Windows Account that is part of your Active Directory that has the right to login to the Exchange Server.

Lastly, verify that name of the local SMTP/Exchange Server that has been typed into IGetMail on the Configure Local Email Server dialog is the name of the computer at your location that is running your copy of Exchange. Typically, this is not the ISP hosting the POP accounts, so be sure to enter the name of your local Exchange Server on this dialog.

Use the Test Login to perform tests until you have successfully provided IGetMail with the information it needs to connect and login to you local SMTP/Exchange Server.

Once you have a successful connection and login, press OK to save your changes.

We are not receiving our email - does IGetMail have any size limitations?

IGetMail has no file size limit and does not differentiate based on file size or the presence of attachments. So when you are having trouble receiving large emails or emails with attachments - the problem is not with IGetMail. You have 2 common things to check on that have email limits - your Exchange Server and any antivirus/antispam software that is running on the Exchange Server.

Exchange Server does limit the size of incoming messages and it does so within multiple locations of your Exchange Server settings. The limitations within Exchange Server are the most likely reason why you are not receiving large messages and/or messages with large attachments.

By default, Exchange tends to limit messages to not more than 5 MB of total size. The 5 MB is the size of the header, plus the body, plus any attachments. Please note that all attachments are not the problem - this is simply a matter of overall message size going over Exchange's limit. Exchange places limits on the connectors (SMTP), transports, mailboxes, and mailbox stores. Microsoft provided flexibility by allowing you to control all of these separately; but as a result, you have to change all of these size limits before you have success in changing the incoming email limitations. In other words, you have only found one or 2 size settings, you still need to change more.

If you have anti-spam/antivirus program(s) running at the Exchange Server, it is common for these applications to have file size limits as well. So you need to look at the Administrator panels of these programs and change their file size limits as well. Also, be aware that some Firewalls have anti-virus software built-in. You may need to check the settings of your Firewall to see if it has an anti-virus program that has limitations on message or attachment sizes.

IGetMail cannot download a large message or a message with an attachment from a remote POP Server.

IGetMail has no file size limit and does not differentiate based on file size or the presence of attachments. So when you are having trouble downloading large emails or emails with attachments - the problem is not with IGetMail.

The typical causes of this problem are limitations at the POP Server or features in your firewall. Some POP Servers have an antivirus and/or antispam program that scans the messages as they are downloaded. Some of these antivirus programs installed on POP Servers have problems with large files. As a result, the antivirus or antispam program at the POP Server may interfere with the process of downloading the large email message to your location. When this occurs, you will need to contact your POP Server provider because the problem is with their server.

Another common "feature" of some firewalls is sometimes called "intrusion prevention" which is marketing-speak for "load detector." Some firewalls, when they see a large amount of data that goes through a single connection, they consider this an attack and they close the connection. This is typically what the firewall manufacturers call intrusion prevention - in other words they are looking for unusual load and when it happens, they cut it off. The problem is, sometimes email arrives that is quite large and unusual compared the the rest of the mail you get. There's nothing wrong with this, it just arrives randomly and happens to match the firewall vendor's threshold detector and gets cut off. To prevent this, you can take a look at the firewall settings and see if you can turn off the intrusion prevention or modify the settings to allow for your large email to go through the firewall.

IGetMail is downloading our email, but it does not show up in our mailboxes.

When IGetMail is downloading your email, but the email is not showing up in your mailboxes, you need to check both your POP Account settings and your local SMTP/Exchange Server settings. The most likely cause of this problem happens when the Internet information has been accidentally entered as your local SMTP/Exchange Server information.

Let's check your local SMTP/Exchange Server settings first. Go to the Accounts panel.

Press the Modify SMTP Settings button.

In the upper half of the screen, the top item needs to be the name of the computer running Exchange or the Internal IP Address of your Exchange server. The key item here is this is your internal computer name.

In the lower portion of this dialog in the section called Local Domain Information, verify that you have entered the domain that is supported by your local, internal, SMTP/Exchanger Server. In the case of Exchange, this is your Active Directory domain. It is very common for your Active Directory domain to NOT match your Internet domain. For example, your Active Directory domain most commonly looks like: MyCompany.Local. Note that this is different than commonly formatted Internet domains, like MyCompany.Com. To verify your Active Directory domain, go to your Domain Controller. Press Start>All Programs>Administrative Tools>"Active Directory Users and Computers." Look at the column on the left and read the highlighted domain name. Make note of this domain name and type it into IGetMail so both names match.

Press the Generate Test Message button to send a message to one of your email addresses to see if you receive it. If you do not receive the Test Message, you need to review your SMTP/Exchange Server settings again. If you receive the Test Message but you are not receiving the emails from your remote POP Account, we need to look at your POP Account settings.

At the Accounts panel, highlight the name of a POP Account for which you are not receiving the messages and press Modify.

At the Configure Remote POP3 Accounts dialog, press Next.

At the Configure Remote POP3 Accounts - Account Type screen, you need to review your settings for a potential error.

If you have configured this POP Account as a "Catch All" account, highlight the name of a Domain in the list. Press the Modify Domain button. The most common error in Catch All accounts is either the Domain Name does not match your Internet domain or that you need to use the "Translate the email addresses..." option in the Domain Mapping portion of the dialog. First, review the Domain Name provided at the top of this dialog. Make sure this matches your Internet Domain name. This should be everything to the right of the @ sign when someone sends email to your POP3 account. For example, you have registered MyCompany.Com as your Internet domain. Enter "MyCompany.Com" into this field. Note that this does not include the @ sign. The second item to check is the Domain Mapping option. If you local SMTP/Exchange Server is configured to support a different domain that the Internet domain that you have provided above, you need to use the option "Translate the email addresses..." For example, if you use Exchange Server and your Active Directory is setup to use MyCompany.Local, you will need to select the "Translate the email addresses" option. In this case, IGetMail translates the MyCompany.Com addresses to MyCompany.Local. Without this translation, Exchange will forward your mail back to the Internet and Exchange will not keep a copy.

If you have configured this POP Account as an "Individual" account, verify that the email address typed into this dialog is an address that is exists at your local SMTP/Exchange Server. For example, MyUserName@MyCompany.Local. Note, this address may not be your Internet address that you most commonly provide to people so they can send you email. It needs to be the email address that is present in the Active Directory for one of your Windows users.

Once you have made any corrections as described in Steps 9 and 10 in this section, press Next and Finish to save your changes.

At the Downloaded Email panel, select the messages that IGetMail has downloaded, but you have not received. Press the Redeliver button. IGetMail will re-deliver the mail, applying the new settings you have specified in Steps 9 and 10 in this section. Remember that you can select the first message and shift-select the last message to select a range of messages.

At the Accounts panel, press the Check for New Email button.

Notes About Exchange 2007 and Newer Versions:

Exchange 2007 and newer versions have increased security with the intent to stop spammers relaying through these servers, as a result sometimes Exchange will falsely think IGetMail is relaying and thus cause the email to fail to make it to the intended recipient. The solution is to use authenticated SMTP and make sure that the Windows account you use for authentication (which may not be the accounts receiving the email) is a member of the Exchange Servers Group.

Run the Exchange System Admin.

On the left hand panel expand �Server Configuration�.

Then under Server Configuration click on �Hub Transport�.

Then in the middle panel of the Exchange System Admin, in the lower half you will see a list of Receive Connectors. Double click on the �Default - <Server Name>� connector to go to that connectors properties.

Next go to the Authentication tab on the connectors properties dialog.

On the Authentication panel, under the section �Basic Authentication�, uncheck / untick the option �Offer basic authentication only after starting TLS�. So this option is not checked, but Basic Authentication is checked. What this will do is not require an SSL/TLS connection before allowing authentication. Otherwise Exchange will not offer authentication unless the client (IGetMail) is connecting through SSL/TLS. Note that IGetMail supports SSL/TLS but you need certificates at the Exchange Server for Exchange to become an SSL/TLS Server. Certificates are not required at IGetMail�s side (SSL/tLS Client, which is why end users do not need certificates to use a browser to connect to a secure server).

Apply your changes.

Next you need to tell IGetMail to connect to your Exchange Server using the Windows Account that is a member of the Exchange Servers group in Active Directory. Exchange will allow this user account to send email to all other users.

Click here for step by step screen shots.

IGetMail is downloading our email, but large messages or messages with large attachments are not showing up in our mailboxes.

IGetMail is downloading our email and delivering the email, but the email messages are arriving slowly.

If some of the emails are arriving at your Exchange Server, but it is taking a while for the messages to arrive, this usually indicates that you have an anti-spam or anti-virus program installed on your Exchange Server that is allowing some messages to go through while blocking other messages.

In this case, the blocking process is causing more messages to build up in IGetMail that cannot be delivered. IGetMail will re-try these messages for up to 3 days. The process of re-trying the messages slows the overall delivery of mail.

You can check to see if messages are being rejected by your Exchange Server by opening IGetMail and go to the Downloaded Email panel. Take a look at the status column and see if messages are listed as failed to deliver, or message failed to deliver retry scheduled. If you see messages that are listed as failed to deliver, then IGetMail will automatically retry to send that message for up to 3 days. Each retry takes time and if you have a lot of messages listed as "failed" these retry attempts are taking up time in the queue which is why your email looks like is has slowed down.

To solve this problem, you need to clear out this "failed" message queue. The easiest way to do this is to change your settings on your anti-virus or anti-spam program to accept the message and process it with the anti-spam / anti-virus program instead of rejecting the message. For example, some anti-virus programs can accept the message and place it inside a quarantine so the message is not delivered to Exchange; however, since the message has been accepted, IGetMail can immediately declare the message as delivered and therefore, failed messages do not build up in the IGetMail queue.

IGetMail is reporting it cannot send messages to the email server - How do I fix this?

The most likely cause of this error is when Authentication is not setup correctly. To properly setup Authentication, you need to make sure you have BOTH Exchange and IGetMail configured to use authentication. Let's go through the process of setting up Authentication on the Exchange Server first, and then we will follow up with the steps you need to take inside of IGetMail. As implied, this is a 2-step process, one process occurs on the Exchange side and the second on the IGetMail side.

STEP 1 - Verify that your Exchange Server is configured to all for Authenticated Login.

Open the Exchange Management Console, expand Server Configuration, and select Hub Transport.
In the middle section of the Management Console you will see the list of Receive Connectors.

Right click on the Receive Connector "Default ServerName" and choose Properties, and select the "Authentication" tab.
If you do not have an SSL certificate from a third party SSL provider, then Uncheck / Untick the option "Offer Basic authentication only after starting TLS". By default, Exchange will not allow users to authenticate until you have an SSL certificate. Unchecking / Unticking "Offer Basic authentication only after starting TLS," allows Exchange to offer Authenticated login over standard SMTP. After making any needed changes, press OK. You are now done with double-checking your Authentication settings in Exchange Server.

STEP 2 - Configure IGetMail to login to your Exchange Server using a Windows Account that is a member of the Exchange Server's Group.

Run IGetMail and at the Accounts Panel, press the "Modify SMTP Settings" button at the bottom of the opening screen.
Check / Tick the option "Authenticate as - "
Enter the Name of a Windows User Account that you want IGetMail to use to connect to the Exchange Server. This Windows account must have a mailbox in Exchange and must be a member of the "Exchange Servers" group. The key point here is that this account is used to establish TRUST between IGetMail and Exchange. Exchange Server wants a TRUSTED ACCOUNT to send it email. Please note that this is not necessarily the account associated with people who will receive email. It is usually the Administrator account, because Exchange Server considers the Administrator to be a TRUSTED source. Once you enter a trusted account, then IGetMail will be granted the right to send email to ANY of your Exchange Users.

IGetMail is now configured to send TRUSTED (in other words - Authenticated) email to your Exchange Server.

We are receiving our email, but the sender receives a non-delivery message.

Some ISP and email providers add additional information to your email addresses as they process your email. IGetMail interprets these modified email addresses as extra email addresses and will CC these "recipients." Your local SMTP/Exchange server will see these modified email addresses created by your ISP or email provider as non existent addresses and sends a notice to the sender. In other words, when you have this problem, you are receiving email and the person who sent you the message receives an error. To fix this problem you need to tell IGetMail to remove the extra information that your ISP or email provider is adding to your email addresses.

Go to the folder where IGetMail is storing its configuration data and downloaded email. The default location is either the folder "d:\IGetMail Data" where d: is the largest drive, if you have more than one drive partition. Or if you have just one drive, the default location is under the "Data" folder under the folder where IGetMail is installed, the default location is "C:\Program Files\Lockstep\IGetMail\Data".

Double click on the file "IGetMail SMTP Trace Log.txt" which will load the file into Notepad.

Look for the text "RCPT", this stands for Recipient. The Recipient (RCPT) entry shows the actual email address that was processed by IGetMail. Review several of the addresses and see if there are addresses with a common phrase preceding your addresses. These phrases are commonly in the form of "ExtraText-YourAddress@YourDomain.com". This extra text has been added to your email address by your ISP or email provider..

Run IGetMail and go to the Rules panel.

At the Rules panel press the Add button.

At the "Rules - Tasks that you want IGetMail to perform" dialog, select the lower option "Remove Extra Delivered To information".

Enter the text that appears before your email addresses from step 4 above. Be sure to include the dash if your ISP or email provider has placed a dash between their added text and your email addresses.

Press OK to save your changes.

We are receiving our email, but the Postmaster receives a non-delivery message for every message downloaded.

Some ISP and email providers create email addresses that they use when they move your email through their own servers. When your ISP or email provider creates new email addresses to manage your email at their servers, these email addresses appear as a CC to IGetMail. When IGetMail pulls the email it will CC your email to the addresses that your ISP or email providers has invented. This can cause your local SMTP/Exchange server to report that it could not deliver the email to all of the recipients. You can instruct IGetMail to ignore these extra email addresses.

Go to the folder where IGetMail is storing its configuration data and downloaded email. The default location is either the folder "d:\IGetMail Data" where d: is the largest drive, if you have more than one drive partition. Or if you have just one drive, the default location is under the "Data" folder under the folder where IGetMail is installed, the default location is "C:\Program Files\Lockstep\IGetMail\Data".

Double click on the file "IGetMail SMTP Trace Log.txt" which will load the file into Notepad.

Look for the text "RCPT", this stands for Recipient. The Recipient (RCPT) entry shows the actual email address that was processed by IGetMail. Review several of the addresses and see if there is a common address that is being added to your email messages that seems to relate to your account at your ISP or email provider. For example you may see an email address created that is in the form "YourAccountAtYourISP@YourDomain.com". If see an address that is repeated in every message that appears to be invented by your ISP or email provider, you can tell IGetMail to ignore the address by following the steps below.

Run IGetMail and go to the Rules panel.

At the Rules panel press the Add button.

At the "Rules - Tasks that you want IGetMail to perform" dialog, select the upper section "Change the way IGetMail delivers your email...".

In the drop down list immediately after the phrase "When the email message's," select the phrase "To address". Then enter the complete email address that you have seen in step 4 above. This should be the complete email address that appears to be created by your ISP or email provider.

On the next line after the phrase "perform the following action" choose the option "Ignore this address". This instructs IGetMail to process the message and send it to all of the addresses the message is intended for while ignoring the address(es) that is/are being added by the ISP or email provider.

Press OK to save your changes.

Does IGetMail keep any Logs?

IGetMail creates two types of logs. One log records recent communications between IGetMail and your POP3 Accounts. Another log records recent communication between IGetMail and your local SMTP/Exchange Server. The logs record recent activity up to 500K and are automatically maintained by IGetMail so you do not need to worry about these logs growing in size over time.

I see a RED icon on the Accounts Panel - How do I fix this?

Red icons indicate that either the POP Account Server or the Exchange Server cannot be accessed and IGetMail is not downloading email. When you see a red icon, you need to take corrective actions to return the icon to green.

If you see a Red icon in front of one of your POP Account listings - the most common reason for this problem is that you have either accidentally included incorrect information in your POP3 Account configuration information that you provided to IGetMail - OR - your login credentials (User Name and Password) to your POP Account have recently changed and you need to input these changes into IGetMail also. Click here to read the steps about modifying your POP3 Account configuration.

If you see a Red icon in front of the listing for your Exchange Server in the lower portion of the Accounts Panel, chances are that there have been some recent changes to the configuration of your Exchange Server. Common reasons for a red icon in front of your Exchange Server are: a recent change in the name of the computer running Exchange; a change in the computer IP address; or if a firewall has been installed may be cutting off access to the Exchange Server; or a change in the login credentials. Again, if you see a Red icon, press the Modify SMTP Settings button, then review your current settings and make any changes as needed. Press the Test Login button to verify IGetMail's access to your Exchange Server.

I see a RED icon on the Downloaded Email Panel - How do I fix this?

Red icons in front of messages in the Downloaded Email Panel indicate that IGetMail downloaded the messages but the messages could not be delivered to the proper recipient after 3 days of trying.

If you see a Red icon in front a message in the Downloaded Email Panel, you can choose to redeliver these messages or forward to another recipient if appropriate.

How can I move IGetMail to another computer and retain my settings?

IGetMail stores the account information, downloaded emails, preferences, etc in a folder that you specify when you installed the program originally. This folder location is stored in a configuration file. To move the IGetMail program and its data, follow these steps.

Step 1 - Stop the IGetMail Service

Go to the computer running IGetMail

Right click on My Computer and select Manage.

At the Computer Management window, expand "Services and Application" and then highlight "Services".

The right hand panel will now show all of the installed services. Scroll the panel on the right until you see the service named "IGetMail ".

Right click on the service and select Stop.

Step 2 - Create a new location on the new server to hold the existing IGetMail data.

Go to the new server and create a folder that you want to use to hold the IGetMail data. You need to either create a folder or have an existing folder to use, DO NOT use the root of the hard drive. For example create a folder named "d:\IGetMail Data".

Step 3 - Move the existing data.

Go to the old computer where IGetMail is already installed.

Go to the folder where IGetMail is installed, the default location is �C:\Program Files\Lockstep\IGetMail� or for 64 bit Windows "C:\Program Files (x86)\Lockstep\IGetMail".

Double click on the file named �IGetMailConfig.ini�, this will load the file into Notepad.

You will see a section titled [Archive], under this is a line that starts with �Path=�. The path that is after the Path= is where IGetMail is storing its configuration files and downloaded email.

Go to the path listed in the IGetMailConfig.ini file.

At the IGetMail Data path copy all of the files and folders from the current IGetMail data folder to the new folder you created in Step 2 above. Specifically copy the IGetMail data from the old server to the new.

Step 4 - Install IGetMail at the new server and uninstall from the old

Go to the new server

Run the IGetMail setup program.

When you run the Setup Program it will ask you where you want to store the IGetMail data, you should enter the path you created in Step 2 above. This is the folder that you have already copied your IGetMail data to.

Complete the setup.

IGetMail will use the configuration, downloaded email, etc that is copied to the new server as is. It will just continue along from the point of where IGetMail stopped on the old server.

Step 5 - Finally uninstall IGetMail from the old server.

Go to the old server

Go to Control Panels and run �add and remove programs�.

Choose IGetMail and uninstall the IGetMail program.

The IGetMail uninstall program will ask if you want to delete the data, choose no for now to leave the data. If everything is ok then you can delete the old data by hand later.

Now IGetMail should be running normally on your new computer with all of the settings, downloaded email history and license information intact.

All my IGetMail Accounts have disappeared and my settings have cleared - How do I fix this?

IGetMail stores the account information, preferences, configuration data and license details at the storage location you specified when you originally installed IGetMail. If the any of this information is suddenly missing or cleared the implication is that IGetMail is having a problem accessing the storage location. We commonly find this happens when a USB drive is used as the storage location and the USB is unplugged or reformatted; or the IGetMail storage location is accidentally deleted by someone who does not realize that this data is necessary for IGetMail to operate.

Step 1 - The first step in fixing this issue is to reset the IGetMail service.

Go to the computer running IGetMail

Right click on My Computer and select Manage.

At the Computer Management window, expand "Services and Application" and then highlight "Services".

The right hand panel will now show all of the installed services. Scroll the panel on the right until you see the service named "IGetMail ".

Right click on the service and select Stop.

Repeat and select Start.

Now open the IGetMail Admin and see if the accounts are present and all other configuration data is back to normal. If you see the account list, then resetting the service was all that was needed.

Step 2 - If the account list is still empty then you need to look at the storage location as follows:

Go to the folder where IGetMail is installed, the default location is �C:\Program Files\Lockstep\IGetMail� or for 64 bit Windows "C:\Program Files (x86)\Lockstep\IGetMail".

Double click on the file named �IGetMailConfig.ini�, this will load the file into Notepad.

You will see a section titled [Archive], under this is a line that starts with �Path=�. The path that is after the Path= is where IGetMail is storing its configuration files and downloaded email.

Go to the path listed in the IGetMailConfig.ini file.

Look at the location referenced above and see if there are any problems accessing this location. For example, if the location specified in the INI file is a drive that is not currently plugged in or operational, you need to plug the drive in or determine what is the failure of the storage drive and take corrective actions.

Everyday, thousands of corporations, non-profits, and Government agencies use IGetMail software to download their email from remote Servers! You can too!