FAQ

Frequently Asked Questions

This page contains answers to common questions handled by our support staff, along with some tips and tricks that we have found useful and presented here as questions.

Note: In these answers we will follow a few shorthand conventions for describing user-interface procedures. Key combinations will be presented like this: Ctrl+Alt+Delete, which means that you should press and hold down the Control key, the Alt key, and the Delete key at the same time. Menu selections will be presented like this: File->Open, which means that you should open the File menu, and then make the Open selection.

  1. Email
  2. Using Outlook with Exchange Server
  3. Web Site
  4. Security
  5. Privacy
  6. Content
  7. Fixes:

 


How do I configure Outlook Express to send and receive email ?

For the tech heads these are your important settings:
    Pop3 is pop3.sorkincomputer.net
    Smtp is smtp.sorkincomputer.net
    Server requires Authentication
    

To configure Outlook Express for your email account you first need some information.

  1. You need to know your mailbox.
    • Look at the paperwork that was sent to you to determine your mailbox.
    • Normally your mailbox is determined as follows:
      • Your email address is composed of two parts, your mailbox, and your domain.  If your email address is someone@domain.com, your mailbox is "someone" and your domain is "domain.com".

                                          OR

      • Your mailbox is your first initial followed by your last name.  For example: If you name is John Doe, your mailbox would be "JDoe".
  2. You need to know your password.
    • Look at your paperwork that was sent to you to determine your password.

So, to configure Outlook Express do the following:

  1. Open Outlook Express
  2. Click on tools->Accounts
  3. Select the Mail tab
  4. Click on Add->Mail
  5. At the Display name prompt enter your full name
  6. Click on Next
  7. Select "I already have an e-mail address that I'd like to use", and enter your full email address.
  8. Click on Next
  9. Enter pop3.sorkincomputer.net for the Pop3 Server field.
  10. Enter smtp.sorkincomputer.net for the Smtp Server field.
  11. Click on Next
  12. Enter you Mailbox name (Username) for the account name
  13. Enter your email password
    1. Remember password should be checked
    2. Log on using Secure... should NOT be checked
  14. Click on Next
  15. Click on Finish
  16. Highlight the account you just created (probably says pop3.sorkincomputer.net) and click on Properties.
  17. In the Top box enter anything to remind you what account you just created (ex Sorkin Computer Email)
  18. The email address and the reply address should both be set to your email address, you can enter your company name in the organization field.
  19. The check box "Include this account when receiving mail or synchronizing should be checked.
  20. Click on the Server tab
  21. The check box "My server requires authentication" should be checked.
  22. Click on ok
  23. You are all set...

Most other email clients can be configured to send and receive email from Sorkin Computer Network Services.

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How do I configure Outlook 2000 to send and receive email ?

For the tech heads these are your important settings:

  • Pop3 is pop3.sorkincomputer.net
  • Smtp is smtp.sorkincomputer.net
  • Server requires Authentication

 

To configure Outlook 2000 for your internet email account you first need some information:

  1. You need to know your mailbox
    • Look at the paperwork that was sent to you to determine your mailbox.
    • Normally your mailbox is determined as follows:
      • Your email address is composed of two parts, your mailbox, and your domain.  If your email address is someone@domain.com, your mailbox is "someone" and your domain is "domain.com".

                                          OR

      • Your mailbox is your first initial followed by your last name.  For example: If you name is John Doe, your mailbox would be "JDoe".
  2. You need to know your password.
    • Look at your paperwork that was sent to you to determine your password.

To configure Outlook 2000, do the following:

  1. Open Outlook 2000
  2. Click on tools->services
  3. Click on Add
  4. Select Internet E-mail and click on OK
  5. At the prompt enter Sorkin Email Account (actually, you may enter anything here you like)
  6. Enter your Name and Company in the fields provided
  7. Enter your email address in both the E-mail address and the reply address fields
  8. Click on Apply
  9. Click on the Servers tab
  10. Enter pop3.sorkincomputer.net for the Pop3 Server fields.
  11. Enter smtp.sorkincomputer.net for the Smtp Server fields.
  12. Enter you Mailbox name for the account name
  13. Enter your email password
  14. Verify the following check boxes:
    • Remember password should be checked
    • Log on using Secure password authentication should NOT be checked
    • My server requires authentication should be checked.
  15. Click on Ok
  16. You are all set...

Most other email clients can be configured to send and receive email from Sorkin Computer Network Services.

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How do I configure Outlook 2002/3 to send and receive email ?

For the tech heads these are your important settings:

  • Pop3 is pop3.sorkincomputer.net
  • Smtp is smtp.sorkincomputer.net
  • Server requires Authentication

 

To configure Outlook 2002/3 for your internet email account you first need some information:

  1. You need to know your mailbox
    • Look at the paperwork that was sent to you to determine your mailbox.
    • Normally your mailbox is determined as follows:
      • Your email address is composed of two parts, your mailbox, and your domain.  If your email address is someone@domain.com, your mailbox is "someone" and your domain is "domain.com".

                                          OR

      • Your mailbox is your first initial followed by your last name.  For example: If you name is John Doe, your mailbox would be "JDoe".
  2. You need to know your password.
    • Look at your paperwork that was sent to you to determine your password.

To configure Outlook 2002/3, do the following:

  1. Open Outlook 2002/3
  2. Click on tools->email accounts
  3. Select  Add new email account Click on Next
  4. Select Pop3 and click on Next
  5. In the User information section: Enter your Name and Email address in the fields provided
  6. In the Logon information section: Enter your Username and Password in the fields provided
  7. Check the Remember Password checkbox
  8. In the Server information section:
    • Enter pop3.sorkincomputer.net for the Incoming Mail Server
    • Enter smtp.sorkincomputer.net  for the Outgoing Mail Server
  9. Click on the More Settings button
  10. In the General Tab:
    • In the Mail Account enter Sorkin Email Account (actually, you may enter anything here you like)
    • In the Other User Information enter your company name and your email address
  11. Click on the Outgoing Server Tab
    • Check the box that reads My outgoing server (SMTP) requires authentication
    • Select: Use same settings as my incoming mail server
  12. Click on OK
  13. Click on Next
  14. Click on finished
  15. You are all set...

Most other email clients can be configured to send and receive email from Sorkin Computer Network Services.

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I don't know my mailbox or password

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I received an message saying that my email had a virus ?

If you are subscribing to server based virus protection, your email is checked and protected from most email viruses before you even receive your email.  First off, rest assured that the email you received either has been "cleaned" of the virus, or the entire virus has been removed before you read your email.

If the virus detection software was able to "disinfect" your email, your warning message will state that the message was cleaned prior to delivery.  If the virus detection software was unable to clean your email, the virus is then removed from your email and "Quarantined".  Only the system administrator can then access the virus infected email.  Any virus infected emails are held for 3 days before being permanently deleted. 

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I received an message saying that my email could not be sent

There can be several reasons why your email may not get sent.  The sender of an email will receive notice of unsent email with an explanation as to why the email could not be sent.  This notice is called a Non-Delivery report (NDR).

  • To interpret these reports you need to know how the email address is made.
    •  An email address is composed of two parts, the mailbox (or user), and the domain (or host).  If an email address is someone@domain.com, the mailbox is "someone" and the domain is "domain.com".
  1. Host is unknown, is the most common reason for NDR's.  This indicates that the domain part of the email address is incorrect, check for proper spelling.  Capitalization of the domain name (upper/lower case letters) is not important.
  2. Unknown recipient is also common.  This indicates that the mailbox part of the email address is incorrect.  Check for proper spelling.  Many times the mailbox will have a period '.' in the name (john.smith@somewhere.com) make sure you have entered it if required.  Capitalization of the mailbox (upper/lower case letters) is not usually important.  In some rare cases it can be.
  3. Maximum time for delivery has expired.  This indicates that the host did not accept the email in a timely matter.  You will receive this NDR after a certain amount of time has elapsed attempting to deliver the email depending on the level of importance set to the email.
    • When you send an email you have three options as to the emails importants.
      • Low importance, delivery will be attempted for 96 hours before you will be notified of a delivery failure.
      • Normal importance, delivery will be attempted for 48 hours before you will be notified of a delivery failure.
      • High importance, delivery will be attempted for 24 hours before you will be notified of a delivery failure.
    • All email that is sent, is sent with the following schedule.
      • Mail is sent, if it fails, it is resent in 15 minutes.  If that fails, it is resent in 30 minutes, if that fails it is resent in 1 hour, if that fails it is sent after 4 hours, and every 4 hours until the message is accepted or the time exceeds the importance setting of the email.  After that time you will receive the NDR.
  4. Protocol error.  Normally this is a misleading message.  Continue to read the NDR and you will find more of an explanation as to why the email failed.
    • delivery error  you may see  554 delivery error: dd This user doesn't have a yahoo.com account (zzz190823abc@yahoo.com) - mta205.mail.yahoo.com.  It is telling you that there is no mailbox called zzz190823abc at yahoo.com.  Check the spelling of the mailbox, and verify the email address.
    • XXXXX bytes exceeds server limit of YYYYYY.
    • That message size exceeds my size limit.
    • This account is overquota.
    • This mailbox is closed.
      • Most mailboxes have a size limit for the email message.  The email you are attempting to send is XXXXXX bytes, and the mailbox can only hold YYYYYY bytes.  You will need to send a smaller message to that user.  This limit is not your mailbox limit, but rather the limit of the recipients mailbox.  All of these messages refer to the same idea, you are attempting to send more than the recipient can receive.  Send a smaller message or a smaller attachment.
    • Message rejected by content filter.
      • The recipient's mail server has rejected your email because of your emails content.  This usually happens if you are sending emails with HTML content using a script file attached, like a .js or .vbs file.  Some mail servers employ content filtering that will reject these scripts.  Resend the message as a normal "text" message as opposed to HTML, and do not include or attach scripts.
    • There is more information and error codes listed HERE.

       

 
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What is Spam ?

Spam is un-solicited email that you receive.  Normally this is in the form of advertisement, "chain letters", or "get rich quick" schemes. While it is not possible to stop all Spam, you can protect yourself by being discriminating on who you give your email address to.  Don't use your email address to sign up for free-bees or prize giveaways.  Normally these services are in the email address collection business.  After your email address has been collected, it is sold for bulk emailing purposes (Spam).

If you are a victim of too much Spam, the only practical solution is to get a new email address.  Contact to arrange for a new email address.

Outgoing Spam is not allowed or tolerated from any mail server managed by Sorkin Computer.  If you are found to generate Spam, you will be asked to cease your spamming ways.  If you do not stop, your account will be canceled.  If you are in charge of sending out an email newsletter, or any type of email periodical, you must supply a way for the recipient to request removal from those mailings.  Only 8 email addresses can be listed in the cc or bcc fields of your outgoing email.  If this is causing you a problem, contact for assistance.

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How can I recover deleted items?

Under certain circumstances email can be recovered even after you have deleted it.  Read the following Microsoft tech note and see if this pertains to you.  If you do not understand the directions in the tech note, or are concerned about making changes to your registry contact Sorkin Computer Service.   Currently the mail server keeps deleted items for 3 days, after that time, deleted items can only be recovered by restoring from backups.  Contact Sorkin Computer Service if you have a need to recover deleted items from a backup.  Don't delay, the longer you wait, the harder it is to recover the item, and the more it will cost.

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I have a cable modem (or AOL) and I cannot send email

Many cable companies block port 25 which is used to send email.  Some AOL accounts also block this port.  There is a solution for this problem.  Please contact Sorkin Computer Service for special instructions on bypassing this port restriction.

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I am using Outlook Express version 6, and I cannot open attachments

A new "feature" in Outlook Express version 6 is that it will block attachments that could potentially contain a virus.  Note that this feature does not detect a virus, nor does it block viruses, it only blocks attachments that "could" contain a virus.  Unfortunately many different files can contain viruses, including word documents, zipped files, acrobat files, etc.  This "feature" makes it difficult to download legitimate attachments.  Fortunately there is a simple way to change this behavior.

  1. Open Outlook Express, click on Tools (screen shot), then Options, then select the "security" tab (screen shot).
  2. Uncheck the box next to "Do not allow attachments to be saved or opened that could potentially be a virus" (screen shot).
  3. While you are here, you should make sure that the "Internet zone" is set to "Restricted sites zone (More Secure)"
  4. Click on OK.
  5. You should now be able to open most attachments.  There are still a few types of attachments that cannot be opened, but for most people this will not cause a problem.
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What are offline folders?

When you use Microsoft Outlook with Microsoft Exchange Server, you have the ability to work with folders "offline." That is, you can use the contents of a folder without a network connection.

With offline folders, you have the ability to use your folders while not connected to a network. You can review and update your local copy of your public folders and mailbox while you are on the road (with a laptop) or when there is a network outage.  The changes you make to these folders will synchronize when the network connection is re-established.

Offline folder use must be configured in outlook before they can be used.  Read the section: How do I enable offline folder use, for configuration instructions.  Public folder and mailbox items can all be enabled for offline use.


Offline folders are only available with Microsoft Exchange Server.

 

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How do I enable offline folder use?

This is a brief description on enabling offline folders.  Detailed instructions are in the Microsoft Knowledgebase article number Q182158.  Instructions are for Outlook 98, but the same procedure is used in Outlook 2000 and Outlook 2002 (XP).

 

Create an offline folder file:

  1. On the Tools menu, click Services.
  2. Click to select Microsoft Exchange Server, and then click Properties.
  3. On the Advanced tab, click the Offline Folder File Settings.
  4. You can use the default location and name "outlook.ost" as the offline folder file. If the message stating that the "<path><filename>..ost could not be found. Would you like to create it?" appears, click OK.
  5. Click OK and OK.

NOTE: You must be connected to the Exchange Server for the initial creation and synchronization of the Offline Folder file.

Now that you have the offline folder created, and enabled for use, you might want to enable some public folders for offline use.  Files in the public folders cannot be synchronized, but files in your "favorites" folder can be synchronized.  So you will need to copy (not move) your public folders into your favorite folder (located just above the "All Public Folders") and enable them for synchronization.

Here is how to do that:

  1. Using the right mouse button (right-click), click the public folder that you want to work with, and click Copy "<FolderName>" on the shortcut menu.
  2. In the Copy Folder dialog box, move to your Favorites Folder, and click OK.
  3. From your Favorites Folder, right-click the newly copied folder, and click Properties on the shortcut menu.
  4. Click the Synchronization tab and click to select "When Offline or online."
  5. Click OK

Your folder will now be synchronized when you press the "F9" key. But maybe you want to have the folder synchronized automatically.

Here is how to do that:

  1. On the Tools Menu, click Options and then click the Mail Services tab.
  2. In Mail Options, select the Enable Offline Access check box and then select the "When online, synchronize all folders upon exiting" check box.
  3. You can also synchronize at regular intervals if you check the "When online, automatically synchronize all offline folders every X minutes."
  4. Do not synchronize more then once every 90 minutes, as you will notice a long pause when the folders have to synchronize.  If you select an "odd" time, say every 96 minutes, then synchronization will not occur at the same part of the hour each time (recommended).
  5. Click OK

 

As mentioned, this is just a brief outline of what can be done with offline folders.  Look at Knowledgebase article Q182158 for more instructions and options.

 

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How Do I enable my email if I am an exchange user?

You will need to know your username and password.  These instructions are for Outlook 2002, but are very similar for outlook 2000/3.  You cannot use exchange services with outlook express.

  1. Close Outlook.
  2. Click on start/settings/control panel and double click the "mail" icon.
  3. Click on the email accounts button to setup an email account.
  4. Select "add a new email account", click next.
  5. Select "Microsoft Exchange Server", click next.  Note: you can only enable one exchange server with outlook.
  6. Enter "exchange.sorkincomputer.net" (without the quotes) for the location of the exchange server.
  7. Enter your username (NOT your email address) in the username field.
  8. Click on "check name", enter your password when prompted, the system should log in and reset the server name to "BigRock" (or NewMesa, FlatRock, or RockyBeach) and the "display name" for the account holder.  The display name should display your real name and not your username.
  9. Click on next.  Your exchange email has now been setup.
 
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How Do I re-authenticate if I am an exchange user?

Occasionally you will need to re-authenticate the exchange client when your password changes or the server changes.  Re-authentication is a simple procedure, outlined here:

  1. Close Outlook.
  2. Click on start/settings/control panel and double click the "mail" icon.
  3. Highlight the "Microsoft Exchange Server" and click on propertities.
  4. Note the server connection name (it is probably bigrock or mesa).
  5. Note your username, it is probably listed like "John Doe".  This is your displayed name, NOT your username.  Your username and password were issued to you when you subscribed to the exchange service.  If you do not know your username/password, please contact support@sorkincomputer.net.
  6. Change the server connection to "exchange.sorkincomputer.net" (without the quotes).
  7. In the username field, change the displayed name to your username and enter the proper password.
  8. Click on "check name", the system should log in and reset the server name to "BigRock" (or NewMesa or FlatRock) and the "display name" for the account holder (i.e. John Doe).
 
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I keep getting the message "Unable to update the free/busy schedule"?

Outlook needs to locate and publish the user's free/busy data to the Schedule+ Free Busy system folder.  To do this, do the following:

  1. Close Outlook.
  2. Click Start, click Run, type Outlook /cleanfreebusy, and then press ENTER.

Alternatively, send a test meeting request to all users homed to this server and ask them to accept the request. 

 
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Requirements to use RPC over HTTP

RPC over HTTP is a new protocol to allow exchange users access to the exchange server without using ports 135/137 which have been blocked by many ISP's.  The following is a list of requirements for this new protocol:

  • Outlook 2003
  • Windows XP service pack 1 or better
  • You must install the hotfix mentioned in Microsoft KB article "Outlook 11 Performs Slowly or Stops Responding When Connected to Exchange Server 2003 Through HTTP".  KB331320
  • The above hotfix must be downloaded and installed before configuring a profile that allows the user to connect to the Exchange Server.
  • It is important to note that you must create the Outlook 2003 profile while the Outlook 2003 computer is on the internal network (vpn), or while the Outlook 2003 computer is on the Internet and can access the Exchange Server using RPC (TCP 135). You will not be able to create a new profile (or change an existing profile to use RPC over HTTP) if is does not have access to the Exchange Server via RPC (TCP 135).
  • REPEAT: You will not be able to create a new Outlook profile when the Outlook client is not on the internal network and can access the Exchange Server using RPC via TCP 135. In addition, a user with an existing profile will not be able to alter the existing profile so that it can use RPC over HTTP if that client is not located on the internal network and can access the Exchange Server using TCP 135. The Outlook 2003 profile must be configured to use RPC over HTTP while that machine is connected to the internal network and can access the Exchange Server via TCP port 135. 
 
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How do I publish to my FrontPage website?

To publish using FrontPage:

  • While in FrontPage :
  • Click on file->publish web
  • Under: "Specify the location to publish your web to" enter your domain name
    • Http://www.yourdomain.com
    • You can alternately enter your IP address, but since the IP address may change in the future, it is not a recommended procedure.
  • When asked for username and password, enter your domain name username and password.
  • Click on ok
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How do I publish to my website using ftp?

To publish using ftp:

  • Use your favorite ftp program.
  • When prompted for the ftp site enter: web.sorkincomputer.net
  • Use your domain name username and password when logging into the ftp site.
  • Upload your files.
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What is my Domain name username and password?

You should have received your domain name username and password by mail before your website became active.  If you did not receive this, or simply misplaced it, simply contact Sorkin Computer Service for a replacement.  You can Phone us at (714)739-9944, or email us at .

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FrontPage keeps asking for my username and password while publishing?

If, while publishing your website using FrontPage, it prompts you for your username and password several times, but your website DOES publish, then the following may help.  If your website does NOT publish, then the following section is not for you and will not help.

FrontPage uses the settings from Internet Explorer to authenticate.  These settings should be checked first to make they are correct.

  1. Open Internet Explorer
  2. Select tools/internet options
  3. Select the Security tab
  4. Click on the "Globe" symbol (internet)
  5. Click on "Custom Level"
  6. Scroll down to the bottom under the "User Authentication - Logon" section
  7. This may have a particular setting for your network, but in general the "Automatic login only in intranet zone" should be checked.  If the "anonymous login" is checked, the problem described above may occur.
  8. Click "ok" twice to save and exit the dialog boxes.
  9. Close Internet Explorer, and attempt to publish to your web site.
  10. If the problem is not solved, repeat the above steps trying the different options under the "logon" option.

If you still experience the problem, then the following might help.  It involves editing the registry.  Incorrectly editing the registry can cause serious system problems, including the inability to start your system.  If you do not feel comfortable editing the registry, DO NOT PROCEED, and seek professional assistance.

The information is available directly from Microsoft Knowledge base, article number Q250376.

To resolve this problem, you must create a registry key to add the manual proxy configuration option to FrontPage 2000.
To create the key, follow these steps:

  1. Close all open programs.
  2. Click Start and then click Run.
  3. In the Open box, type regedit and then click OK.
  4. Move to the following folder:HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Shared Tools\Web Server Extensions
  5. Right-click the Web Server Extensions folder, point to New, and then click Key.
  6. Name the new key "Web Extender Client" (Without the quotes).
  7. Right-click the Web Extender Client folder that you just created, point to New, and then click DWORD Value.
  8. Name the new DWORD Value "wecctlflags" (without the quotes).
  9. Right-click the wecctlflags value, and then click Modify.
  10. Type 2 in the Value data text box.
  11. Click OK.
  12. Quit the Registry Editor.

If you still have problems, or do not wish to edit the registry yourself, simply contact Sorkin Computer Service for assistance.  You can Phone us at (714)739-9944, or email us at .

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How can I make a secure connection to Sorkin Computer Services?

Sorkin Computer Service has many system services that allow secure connections (ssl).  In order to use these services you have to install Sorkin's trusted root certificate.  Click here for links to install the certificate.

In order to make use of SSL for email you must :
    Install the trusted root certificate
    The outgoing email server name must be smtp.sorkincomputer.net on port 25
    The incoming server name must be pop3.sorkincomputer.net on port 995
    You must check the "This server requires a secure connection (SSL)" box

 

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What do you do with any personal information ?

We use company or personal information for only one purpose, to contact you in the course of normal business.  We do not sell, give away, or let anyone see or use any information that we may have collected about you.  We will however comply with law enforcement demands for information. We do not compile any data or statistics or usage information from any data that we may have.  If you have any concerns about this please contact us so we can put your mind at rest.  You may also peruse Sorkin's Policies.

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What kind of content is acceptable on our web site ?

We are not in the business of censoring our customers, however; certain online content has been determined to be contrary to the way we want to conduct business.  Therefore any content that is illegal, insightful, or contributes to a criminal act is not allowed.  Also, content that is considered pornographic is not allowed.  If you have any questions about this please contact .  Please look at our company policies.

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Questions, problems, or broken links, regarding this web site should be directed to
Copyright 2000..2014 Sorkin Computer Service,  Torrance CA.  90503. All rights reserved.

 Sorkin Computer Service
310-540-6333