Web Site Information

 Resolution : 

This most likely happens if you are using mail3.tio.com as your outgoing mail server and do not have the setting checked in Outlook or Outlook Express that says "My server Requires Authentication" - there is an option under the settings for your mail account that needs to be checked off if you are sending mail out via mail3.tio.com - in Outlook it's under "Tool" then "Accounts" - then "Properties" for the email account - and then on the tab that says "Servers" - place a check mark in the box that says "My server requires Authentication" - note - this only applies for using mail3.tio.com as your outgoing mail server. If you have been set up with us to use mail4.tio.com you should not have this box checked (you can not simply set outgoing mail server to mail4.tio.com - you have to have had us set you up on it first - done only under special circumstances) or if you are using the outgoing mail server of your DSL provider (such as mail.pacbell.net) then you should also not have the setting checked that says "my server requires authentication" 1. Someone has sent me a large file and it's clogging up my email - I can't seem to get my email - or my email program downloads the first couple of messages repeatedly - but seems to get stuck on the 3rd (or some number) message.

I am unable to receive email : 

Sometimes your email box may be "plugged" if someone sends you a very large file, or an email with a large email attachment. Your machine may try to download the file, but time out before getting the large file. In some instances it is also possible that a mail message in your mailbox is corrupt - and may need to be deleted before your email service resumes again. You can use the following methods to delete messages that are in your mailbox - so that you can resume using your normal email program such as Outlook or Outlook Express. If for example you find that your email program is downloading the first 3 messages - but then stops each time at the 3rd message - you should use one of the two methods listed below to log on and see what messages are waiting in your mailbox - and perhaps then selectively deleting the first couple of messages there - to allow your messages to begin "flowing" again. 

Resolution methods :
Method 1 :
1) close your normal email program (such as Outlook or Outlook Express) - and wait a few minutes before proceeding to the next step - you can not be trying to retrieve email with both Outlook and webmail.tio.com or webmail.tio.com will not let you log in (you'll most likely get errors saying your password is wrong) 

2) in a web browser go to http://webmail.tio.com 

3) log in with your username and password for the box that is having the problem 

4) once you have logged in you should see a list of the email messages - you can then selectively delete large files, or junk email messages 

5) log out of webmail.tio.com - wait a couple of minutes 

6) restart your email program - either Outlook or Outlook Express and see if you can now retrieve your email 

Method 2 :
If you receive errors when trying to access via webmail.tio.com you can also try the following method : 

1) close your normal email program (such as Outlook or Outlook Express) - and wait a few minutes before proceeding to the next step - you can not be trying to retrieve email with both Outlook and Mailstart will not let you log in (you'll most likely get errors saying your password is wrong or that "the mailbox is in use") 

2) in a web browser go to http://www.tio.com/webEmailacc.html 

3) fill out the form that is on that page for Mailstart with the username and password for the box that is having the problem 

4) once you have logged in you should see a list of the email messages - you can then selectively delete large files, or junk email messages 

5) log out of Mailstart - wait a couple of minutes 

6) restart your email program - either Outlook or Outlook Express and see if you can now retrieve your email 

If neither of these methods works for you - and you are still able to send email you can email support@tio.com and let us know the email address that is having the problem and we can delete the offending large message for you. Or you can phone us at 949-348-2957. 

Telephone Support for other Email problems :

When you call - in order for us to better assist you please :
1) Please write down or have on your screen the specific error message that you are receiving. Specific error numbers such as 0x800ccc are extremely useful to us in resolving problems.
2) ideally be at the computer that is having the problem so that we can help troubleshoot
3) be sure that your internet connection is working properly - if your dsl connection is down or not working you will not be able to get email - and you'll need to contact your dsl or the company that you use to connect to the internet first. You can test your internet connection by opening a web browser and making sure that you are able to connection to several different web sites (try for example going to http://www.cnn.com or http://www.yahoo.com) - if those sites open in a your browser then your connectivity can in general be said to be okay. If you can't access web sites then your internet connection may be down. If Tiocom provides you with your dialup or dsl connection then contact Tiocom. If your dsl connection or dialup connection is provided by another company you'd need to contact them first.

You can reach us at 949-348-2957. Or by sending email to support@tio.com. We try to respond to all email quickly.