Support

Frequently Asked Questions

1. An email I sent out was returned with an error message. Do I need to send it again?

   There are multiple causes for return, or bounce-back, email. The first thing to do is read through the error message and look closely for the cause. It’s usually something simple like “user unknown”, “no such mailbox”, etc. Sometimes the error will contain a link you can click on that explains what went wrong. Quite often it is the result of a misspelling in the email address or even a space (spaces are never allowed to be part of an email address).

2. What should I use for mail server settings?

   Incoming mail (POP3): mail.hansoninfosys.com
   Outgoing mail (SMTP): smtp.hansoninfosys.com
   Our mail servers use the standard port numbers, which are usually the default setting. If you need to verify them, they are 110 for incoming mail and 25 for outgoing mail.

3. What if my provider blocks outgoing mail?

   Some providers do this and require you to use their mail server to send. If this is the case you should find out the setting from your provider and enter it into the Outgoing or SMTP setting on your device. This does not affect receiving email from Hanson in any way.

4. How do I set up email on my smartphone?

   Due to the variety of smartphone operating systems, it’s best to consult the wireless provider or instruction manual for the phone for navigation to email settings. However, the settings themselves are universally the same for our mail servers.
   
   Incoming mail (POP3): mail.hansoninfosys.com
   Outgoing mail (SMTP): smtp.hansoninfosys.com (AT&T smartphone customers can use cwmx.com as the outgoing server.)
   
   Our mail servers use the standard port numbers, which are usually the default setting. If you need to verify them, they are 110 for incoming mail and 25 for outgoing mail.
   Also note that our servers will not work with SSL enabled. This is turned on by default on many smartphones, so be sure to disable it to send mail. smart phone

5. Can I check my email while I’m away, from a public computer or wifi on my tablet?

   You can easily access our webmail system from anywhere you can browse the internet. Visit www.hansoninfosys.com and look for Webmail. Enter your full email address (all lower case) for the username, and your email password into the appropriate field. Be sure to not that the password is case sensitive. Once logged in you can read new email, reply, and send new email. Archived email that is saved to your home or office computer will not be available on the webmail system.

6. Is there a size limit on email attachments?

   We have no size limit on email attachments, but use good judgement. Trying to send large video files, for example, may take a long time to send (depending on internet speed) and may exceed a size limit on the recipients server.

7. How do I remove a virus from my computer?

   These days every computer should have antivirus software installed and regularly updated. The first thing you should do is update your antivirus software and run a full or complete scan of the computer. When the scan is done, use the remove or fix button to quarantine infected files. Restart the computer and scan again. If this doesn’t work, or if the virus has disabled your antivirus software, contact us about our professional removal and cleanup service. We charge a flat rate of $95 for all virus removals.

8. A program on my computer isn’t working. What should I do?

   The very first thing to do if something isn’t working properly or just doesn’t seem right is to shut down the computer and start it back up again. Do this even if you restarted the computer a little while ago. This simple action can resolve a multitude of issues related to any programs, apps, operating system issues and so on. This is the first thing our technicians do, and the first thing we will ask you to do if you call for help.

9. How can I change my email account password?

   The easiest way to change the password for your Hanson email account is to visit our email administration web interface. If you need assistance using the web interface you can review our email administration documentation. As always, feel free to call us if you need assistance resetting your password.

10. How can I manage my email account settings?

    If you would like to manage your Hanson email account settings yourself you can log in to our email administration web interface. Using the web interface you can:

    • Reset your password
    • Manage whitelist and blacklist rules
    • Edit your email autoresponder
    • Configure Spam Assassin settings
    
    

    If you need assistance using the web interface you can read through our quick tutorial or review our email administration documentation. As always, feel free to call us if you need additional information or assistance.

11. How can I retrieve mail that has been sent to my spam folder?

    Occasionally email messages will get caught by our spam filter that are not actually spam. This does not happen often; however, if you notice that one of your emails has been put in your spam folder you can follow the instructions on this page to move the message back to your inbox. webmail web mail

12. Can I integrate my Barracuda spam filter into Microsoft Outlook?

    Yes, by downloading and installing the Barracuda Outlook Add-In Installer you will have your spam filter functions such as "mark as spam", as well as the email encryption features, available to you in Microsoft Outlook.