Email Troubleshooting

Our spam filters use a variety of criteria to determine if a message is spam. If a legitimate non-spam message you have attempted to send or receive was misclassified as spam, you may submit the message to our support team, and in most cases we should be able to correct the scoring, with a small number of exceptions. The following are typical reasons why a message might be blocked as spam:
  • The message is forwarded spam message or contains excerpts of spam, or quotes other spam features. This is usually the only case that is not easily corrected. You should expect that forwarded spam will score high. Messages that mention specific spam features -- such as a message warning about email scams and mentioning specific characteristics of that message -- will often be blocked because those specific characteristics may be something the spam filter is looking for. Note that certain types of emails like 3rd party spam quarantine digest summaries (which mention spam subjects), or mail & web server log summaries (which may mention spam domains or email addresses) may be blocked due to mentioning those known spam features.
  • The message mentions a legitimate domain that was blocked due to associated spam activity. For example, certain web sites may be hacked by a spammer, and used to store spammy web content that is referenced later in spam messages. These domains may be included in the spam filter when they appear in spam. If we determine that a domain flagged as spammy for this reason is really legitimate, we can remove it from our spam definitions. Other identifiers (e.g. a phone number or street address) associated with spam emails may be similarly flagged. If determined to be legitimate, these will be removed from our spam filters.
  • The message contains legitimate content that is superficially similar to spam content may be mistaken for spam. For example, a legitimate email concerning a financial transaction might be similar enough to a money transfer scam to have a high score. Usually the spam classifier can be adjusted to correct the scoring.
  • The message does not have any obviously spammy content, but nonetheless was classified as spam. This can happen in some circumstances because the spam classifier makes a probabilistic calculation based on how frequent certain features (e.g. words) appear in spam messages versus legitimate messages. While this classification mode is very accurate, it is possible for statistical outliers to occur that are classified as spam without any obviously spammy text. The situation is analogous to what happens when you flip a fair coin 20 times, record the number of heads and tails, and then repeat the 20-flip experiment many times. On most attempts you expect to get approximately half heads, half tails. But if you try enough times, you will on rare occasions get sets with almost all tails. When this occurs it is not an indication the coin is "broken", it is just a statistically improbable event that has been observed. Similarly, legitimate messages may be scored as spam due to a skewed feature probability distribution. As in the previous case, this type of scoring problem may be corrected by adjustments to the spam classifier.
You can check your email using our Web based email at ATMC Webmail with your browser. Just type your username and password and click log in.

If you are unable to check your email , check your username and password. Make sure that you have the correct username and password set. The username or account name is your unique username you chose. Your username is your email address ( The password is the same password that you use when connecting to the Internet. Username and password should be typed in correctly. If you are unsure of your password, you may contact a Customer Service Representative at 754-4311 (verification is required before passwords will be released). If your username and password are correct, and you still cannot access your email, contact our repair department at 754-4317 to open up a trouble ticket.

If you can access, send and receive email. The problem is with your email software or a particular message. Make sure that your email software is set up correctly. Outgoing mail server should be set to: Incoming mail server should be set to:
Creating a strong password helps protect your email account. Strong passwords should be 8 characters long and include at least one:
  • uppercase letter A-Z
  • lowercase letter a-z
  • number 0-9
  • symbol !@#$^*,.>_<
Here is an example: A@g5!4#B
Large or corrupt email on the server:
Most likely there is an email that is too large or corrupt on the server. Usually when this happens you will see the email program connect to the server and start downloading files but will stop or lock up before all of the emails are downloaded. To fix this problem, log on to and delete the oldest email sitting in you mailbox, log out and then try to access your email through your email software package again.

Your computer disconnects you from the Internet while trying to receive emails:
This usually occurs as a result of your Internet settings. Disconnect settings in Internet Explorer can cause your computer to experience frequent disconnects when downloading large files or downloading email.
Is the Email Address correct?
If your email settings are correct and you were able to send/receive email before, verify the email address of the person you are trying to email. You may want to have them send you an email and then reply to their email. If you are able to reply to that person's email, but unable to send them a new email, then the email address is enter wrong..

Is there an email sitting in your Outbox? The most common problem experienced by users is an incorrectly addressed email message sitting in your Outbox. Most email programs will hold email messages before sending them. If one message is incorrectly addressed, the mail server will refuse to send it and all subsequent email messages will not be sent. This problem is common in Outlook software as well as some Netscape email, Internet Mail, etc. To fix this problem you will need to launch your email software and go to the Outbox folder. See the list of all email waiting to be sent. Double click on the first email message to open it. Check that the email address is correct. The email should consist of a valid username at a valid domain name. There cannot be any spaces between the characters. If this does not work or you are unsure of the email address, then delete the first email in your Outbox and try sending the remaining emails. If you are still unable to send emails, delete all emails in your Outbox and reply to an email you have been sent. If you are able to reply to that email, then the email address entered in one of the messages that were in your Outbox was wrong.

Large E- mail Attachment: If your settings are fine and email addressed correctly, then make sure that the email you are sending is not larger than 30MB. ATMC limits the size of email attachments that can be sent or received to 30 MB. If the file that you are sending is too big, try compressing it. Good software to compress files is WinZip. The receiver should have the same software to be able to decipher the message.

No Relay Error: If you are connected to another provider and trying to send email through you will not be allowed to. Most ISPs do not allow relaying through the mail server. Incoming mail server recognizes you by your username and password, so you can check your email no matter what provider you are connected through. Outgoing mails server, the server that handles sending of your email, recognizes you by the IP address, the unique IP address that you are assigned when you connect to ATMC. When you connect to another provider our SMTP server will not recognize you as an ATMC user. You will need to use the SMTP Outgoing Mail server of the provider you are dialed into.

People say I am sending them a virus, but I have not sent them an email
A worm virus can send infected emails without your knowledge. You do not have to create and send, or even forward, an email with a virus attached for other people to receive the virus from you. Certain viruses called worms, when executed automatically sends email with the virus attached to all addresses listed in the infected user's address book.

ATMC cannot guarantee, nor take the responsibility for, virus protection on your system, therefore sole responsibility for virus protection lies with the end user. For information on how to clean the virus and prevent future infection, see Virus information. If you need additional assistance, please contact your computer manufacturer or a computer repair shop for professional help with viruses.
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