This help page answers general questions about Cruzio email (any email addresses hosted by Cruzio Internet). For more specific help, see the articles below.
Cruzio Mail Help
Cruzio Mail comes with email addresses at a Cruzio-owned domain—@cruzio.com, @baymoon.com, @calcentral.com, @cruziolatino.com, @ebold.com, @elgatito.com, @icogitate.com, @rattlebrain.com, @scshop.com or @skyhighway.com.
Domain Email Help
Domain Email comes with email addresses at your own domain—@yourdomain.com—as part of Cruzio’s Website Hosting services.
General Email Help
For questions about email in general, start here.
General Email Questions
- What do I need to use email?
- When I send someone email, how long does it take them to get it?
- What are the parts of an email address?
- What do the .com and .edu at the end of the email address mean?
- Can I send photographs, sound, and video in my email messages?
- How can I have all the email from one address forwarded to another?
- I’m switching from one email program to another. How do I move my address book?
- How private is my email?
- Does Cruzio block Port 25?
Webmail Questions
Spam (Junk Mail) Questions
- I keep getting email I don’t want. How can I stop it?
- How do spammers get my email address?
- What does Cruzio do to prevent spam?
Email Troubleshooting Questions
- I can’t receive email. Messages to me bounce back to the sender instead of coming to my mailbox. Someone told me I’m “over quota.” What do I do?
- What should I do if I think I have received a virus from an email message?
- Why do I have trouble opening attachments?
- When I try to get my email, why am I getting a password error?
- When I try to get my email, it says it’s “looking for mx.cruzio.com…” but it just spins and spins. What is happening?
- When I try to send email, I get the message “User Unknown” or “Host Unknown.” Why?
- Why are the dates wrong on some of the email messages I get?
General Email Questions
- What do I need to use email?
- To use email, you need three main things: an email account, a program to create, send and receive email, and a computer connected to the Internet.Email Account: Think of an email account as a post office box at the local post office. An email account consists of a “mailbox” on a server at some email company somewhere (the post office). To get access to the mailbox, you must have two things: the name or login of the mailbox (like the P.O. number that identifies your mailbox as yours and no one else’s) and the password (or key) to allow you and only you into the box to get your mail.Email Program: You need a computer program to do the work of checking to see if you have any new mail by locating your mailbox and unlocking it, as opposed to you hustling down to check your P.O. box at the post office on your own two legs. You can have an email program on your computer, set up just for your mailbox, or you can use Cruzio Webmail (by clicking the envelope icon in the upper right corner of cruzio.com), which means nothing stays on your computer permanently unless you download it.
Most popular email programs come already loaded onto new computers. You might have Windows Mail, Outlook Express, or—on a Mac—just Mail.
Internet-Ready Computer: Obviously, you need to have a computer to use email. You also need that computer to be connected to the Internet. However, you generally only need that connection to be active when you are sending or receiving messages.
- When I send someone email, how long does it take them to get it?
- When you send a message, it leaves Cruzio’s network almost instantly. After that, how long it takes to get there depends on how the mail is delivered to that person. Many large on-line services, like Gmail and Hotmail, queue their mail. What this means is that all mail messages delivered to those networks are held in a temporary storage bin until their computers have time to deliver it. If the mail server is very busy it can take hours to deliver your message. If your recipient’s network is not operational for some reason, Cruzio will send you a message to let you know that we couldn’t deliver your message, but we’ll keep trying. After three days, if your recipient’s provider is still not accepting mail, Cruzio’s server will send you another message to let you know that it is no longer going to try to deliver your message.
- What are the parts of an email address?
- An email address has two main parts: the login and the domain name. The login is a unique name that identifies that person on their service provider’s network. The domain is the address of the mail server on which the mailbox resides.Example: Our support email address is helpdesk@cruzio.com. In this case, helpdesk is the login and cruzio.com is the domain name.Below is an example of an email message header:
From: someone@somehost.com
To: helpdesk@cruzio.com
CC: someone@someotherhost.com, someoneelse@somehost.com
Date: August 1, 2002
This is what each section means:
From: The sender’s name (optional) and email address
To: The email address of the recipient
CC: The addresses of people that will receive a copy of the email message (CC stands for ‘carbon copy’, some programs also have BCC, which stands for ‘blind carbon copy’ meaning that the addresses of those recipients won’t appear in the email header).
Date: The date the message was sent.
- What do the .com and .edu at the end of an email address mean?
- An email address ends with a certain type of domain identifier. These can be used to figure out what type of service provider the person uses. The following are explanations of the most common domains:.com – commercial business.edu – educational institution
.gov – government entity
.mil – military entity
.net – network provider
.org – non-profit organization
.us – United States
When a message originates outside the US, an abbreviation for the name of the country is contained in the email address. Here are a few examples:
.ca – Canada
.de – Germany
.nz – New Zealand
.il – Israel
.uk – United Kingdom
.jp – Japan
.fr – France
- Can I send photographs, sound, and video in my email messages?
- Yes. You can include any file that you would like in your email messages as an attachment.Note: Adding photographs, sound and video to your message will increase the size of the message you are sending, and there is a limit to how large those can be. We recommend you send messages no larger than 20 MB, otherwise you message could bounce back to you.
- How can I have all the email from one address forwarded to another?
- See the instructions in the help for your specific type of email.If you cancel your email account, free email forwarding is provided for three months for all addresses ending in cruzio.com. Please contact Member Services with your request to set up email forwarding for a canceled or soon to be canceled address. Please be sure to include the address to which you would like your mail forwarded.
- I’m switching from one email program to another. How do I move my address book?
- You’ll need to export your addresses from your old program, and import them into the new program. See our Importing and Exporting Addresses instructions.
- How private is my email?
- Although millions of people use email every day, that does not mean that it is the most secure way to communicate. It can be compared to talking on a mobile phone. If someone is looking hard enough, they may be able to locate your transmission. Cruzio advises strongly against sending highly sensitive information like passwords and credit card information via email.
- Does Cruzio block port 25?
- Yes. Blocking port 25 is one way ISPs can help stem the number of junk mail messages flowing around the Internet.Most users are totally unaffected by Port 25 blocking, but if you’ve configured a server to connect directly to Port 25 on a non-Cruzio mail server or you’ve set up your email client to do so, you won’t be able to send mail until you request unblocking.DSL customers with a static IP address may request that Port 25 be unblocked for them. If you don’t already have a static IP address, please contact our Customer Service team.
If you use Cruzio to connect to the Internet and use another company’s outgoing mail server to send your mail, you should use an alternate email port (See Outgoing Mail Port Setup for Windows or Outgoing Mail Port Setup for Mac). The most commonly used port is 587, but you should check with the other company to find out what they recommend.
Webmail Questions
- What is Webmail?
- It’s a Web-based email program. That means you can use it to check your email from any computer without having to configure an email program like Outlook. Webmail was designed to handle very large mailboxes efficiently and it allows users to create folders in which to store saved messages.
- How do I use Webmail?
- To use Webmail, all you need is a computer with a connection to the Internet and a browser like Internet Explorer, Firefox or Safari. To log on to Webmail, log in to Cruzio.
Spam (Junk Mail) Questions
- I keep getting email I don’t want. How can I stop it?
- If you’re getting unsolicited email (also known as junk mail or spam), activate your Spam Filter. Further details are in the specific help for your type of email.Cruzio does not allow its members to spam others. If you receive a junk mail message from what appears to be a Cruzio member, please forward the message with complete headers to abuse@cruzio.com. <mailto:abuse@cruzio.com.> Be sure to explain why you’re sending it, so the reader doesn’t assume it’s spam! (Note that spammers can spoof email addresses in order to hide their identities, so the message may not really be from a Cruzio member.)
- How do spammers get my email address?
- Typically, a junk mailer buys a list of email addresses from a broker, who compiles it by “harvesting” addresses from the Internet. (There is a tool to encode email addresses to evade spammers’ harvesting robots.)Spammers can get your address from such things as online forms that you fill out. Be careful whom you trust with your email address.Another spammer method is to use a computer-generated list of letter and number combinations, like ‘groucho3@cruzio.com <mailto:groucho3@cruzio.com>’, ‘groucho4@cruzio.com <mailto:groucho4@cruzio.com>’, etc. Many of the combinations won’t be deliverable, because there is no ‘groucho4’, but there are bound to be lots of valid addresses in the mix. The spammer then uses special software that can send hundreds of thousands—even millions—of messages at the click of a mouse.
One way spammers are not getting your email address is through Cruzio. We do not sell, trade or release customer information.
- What does Cruzio do to prevent spam?
- Cruzio does not sell, rent, or trade our customers’ email addresses.Our firewall rejects messages from sources which have threatened our network.Our mail server rejects messages from bogus domains.
We block connections from any computer on the SpamHaus Blocklist. In the past, Cruzio has chosen not to block spam, but to provide filters and other means for customers to decide for themselves the messages they wish to receive. Mail delivery delays due to the enormous volume of spam prompted us to reverse our policy.
Relayed mail is blocked from going through our outgoing mail server. Only people directly connected to Cruzio can send email through our servers. Otherwise, the unscrupulous could use our mail servers to send spam.
Cruzio does not allow people to send spam from or through our network. When we get complaints about junk mail coming from Cruzio, we investigate and take action, possibly including closing the spammer’s account.
Email Troubleshooting Questions
- I can’t receive email. Messages to me bounce back to the sender instead of coming to my mailbox. Someone told me I’m “over quota.” What do I do?
- Your mailbox is probably too full. Here’s how to trim an overquota Website Hosting mailbox.
- What should I do if I think I have received a virus from an email message?
- If you do not already have antivirus software installed on your computer, you should buy a downloadable version of an antivirus software and install it immediately. (See the Security Tips page for software suggestions.)If you do currently have antivirus software, you should update your virus definitions immediately and run the program to check for new viruses. The longer you wait to clean your system of a virus, the more damage can be done in the form of your own files or system being compromised and by your system propagating the virus even further across the Internet.Sites such as Symantec.com and McAfee.com have loads of late-breaking information about viruses. You should also see the Security Tips page for suggestions.
- Why do I have trouble opening attachments?
- The main cause of trouble with attachments is not having the proper program on your computer to be able to read an attachment. For example, if you send a document to a friend that was created in Microsoft Word as an email attachment, they must have Microsoft Word on their own computer to be able to view and read it. Some software is fancy enough to be able to read many different file types but unless you are sending or receiving something very common (html, text, etc.), you risk not being able to open your attachment.
- When I try to get my email, why am I getting a password error?
- If this is happening to you, it means the password you are typing is wrong. This can be because of a couple of reasons. Most commonly, your password has been mistyped. Verify that the caps lock is off on your keyboard and retype your password slowly. If that does not help, it is possible your password was somehow reset or that you are behind payments on your Cruzio account. Cruzio Technical Support can get you up and running right away. Give us a call. Please note that if you are behind in payments on your Cruzio account, we will require payment before we are able to restore your account.
- When I try to get my email, it says it’s “looking for mx.cruzio.com…” but it just spins and spins. What is happening?
- This can be the result of many things. Most commonly, you have lost your connection to the Internet. Quit your email program, restart your Internet connection and then try to retrieve your email once more, when you know you are online. Another common cause is large emails. Most free email programs out there cannot handle transferring files larger that a few megabytes in size. If you have received a large email from someone, it can clog your email transfer. To see if this is the case, you should go to to the Cruzio website and click the envelope icon in the upper right corner and log in. Then delete any problematic message from there. If this is not the cause of the problem, make sure that there is no service outage on the Cruzio network by reading the Network Status page, or by calling and choosing System Status from the phone menu.
- When I try to send email, I get the message “User Unknown” or “Host Unknown.” Why?
- You will get this error message when the address to which you are trying to send is invalid. You should double-check the address for errors. If you replied to a person’s message, then it means that their reply-to address is wrong and you should manually address your message to that person (and inform them that their reply-to address is incorrect). You will also get the ‘User Unknown’ message when that person has changed service providers and is no longer at that address, just as you get the ‘Disconnected or no longer in use’ from the operator when a person discontinues their telephone service.
- Why are some of the dates wrong on the email messages I get?
- The date and time of an email message is set by the sender’s computer. If the person that sent you the email message had their date set January 1, 2000 and their clock set to 8:00pm, the header of the email message would say it was sent on January 1, 2000 at 8:00pm.
