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Incredimail problem: I have been trying to find an answer for this for about 4 days now. I called my ISP and they of course said uninstall it. When I open Incredimail it wants to know if I want to “Download -Open or Save. It does the same thing when I try to send. I had ESET on my computer and had to use their uninstall program to get rid of it. I was wondering if that took out something I needed. I have uninstalled Incredimail and reinstalled it (it didn`t help). I have asked for help all over and no one seems to know what the problem is. I have Vista Home Basic 32-bit, FireFox, and IE for browsers.

Incredimail can be difficult to uninstall. If all of the files haven’t been uninstalled properly, then the reinstallation of Incredimail will not work properly. Incredimail can also offer some incompatibility issues with other programs. Without knowing for sure which problem you are dealing with, you’ll have to go through each one of the following suggestions until you find out which one solves the problem for you. Start at the top with the directions for ESET as that is the most likely solution to your problem.

Incredimail Problems: ESET Security Setting

If you are using the ESET Smart Security application, you might be experiencing a common problem between this application and POP3 accounts. The security settings are high to disallow the intrusion of spam. This creates problems with certain email applications including Incredimail. What you need to do is to adjust and possibly even disable the NOD32 email protection. Try this fix:

1. Click the ESET icon (should be located in the system tray) to open the program or follow this path: Start>All Programs>ESET>ESET Smart Security or ESET NOD32 Antivirus.
2. Press the “F5” key to show the Advanced Setup dialog screen.
3. Search for the following in the display: Antivirus and antispyware>Protocol Filtering.
4. Select the option labeled, Applications marked as Internet browsers or e-mail clients’ option.
5. Select “Antivirus and antispyware>web access protection>’HTTP’>web browsers   from the Advanced Setup dialog screen. Make sure that the only entries are for the web browsers or email clients that you use.
6. Select POP3>email clients.
7. Look for the slider in the following area: Email protection>POP3>Compatibility. Once you find it, slide it over to the left.
8. Select OK to save the changes that you have made.
9. Try to use the Incredimail application. If it still does not work, repeat these steps only this time move the slider all of the way over to the left and try again to use Incredimail.

Incredimail Problems: ESET Real Time Protection

ESET has been known to freeze up email applications due to its real time protection capability. This causes the program to freeze or act oddly in the manner that you have stated. Excluding Incredimail from the real time protection might be the fix that you need. Follow these steps:

1. Click the ESET icon (should be located in the system tray) to open the program or follow this path: Start>All Programs>ESET>ESET Smart Security or ESET NOD32 Antivirus.
2. Press the “F5” key to show the Advanced Setup dialog box.
3. Search for the following in the display: Antivirus and antispyware>Exclusions. Now, select “Add” from the bottom of the dialog box. This generates the “Add exclusion” box.
4. Search through the directory and select the main exe file for Incredimail in order to exclude it. This file should now appear in the exclusion field.
5. Select ok.
6. Select ok again.
7. Go back to the Advanced Set up and select Antivirus and antispyware>web access protection>HTTP>web browsers.
8. If Incredimail is listed, then you should double click on the box that is next to it to generate a red X. Click ok. If you don’t see it listed, select Add from the bottom and search for the .exe file for Incredimail. If you see it double click it to generate the red X. Click ok.
9. Reboot your computer.

Incredimail Problems: Use the Repair Feature

The Incredimail program has a repair feature that can be used at anytime when you are having problems with it. All of the information that you already have in the application is saved during the repair process too! If you haven’t already tried this strategy, do so now. Just follow these steps:

1. Click on Start.
2. Select Programs.
3. Search for and select Incredimail.
4. Select the Uninstall Incredimail Option.
5. Select the Repair Incredimail Option that is listed.
6. Select Next.
7. It is necessary to restart your computer at this point.

I keep getting a runtime message and would like to stop reloading IncrediMail each day in order to use. How can this problem be fixed once and for all?

Runtime Error Messages

A runtime error is an error that occurs with a program when it is running. As you can imagine, programs run into all types of errors when running. Thus the runtime error category is broad with all types of possible causes for errors that occur. The runtime error message may provide you with a clue, but then again it may be incredibly vague to the point of being useless. Vague as it may be, the error message itself is our first clue.

Does the error message appear consistently when performing a specific operation? For example, does it appear every time you print? Every time you try to open an email attachment? Or is it intermittent, only appearing when your computer is running multiple programs or has been on for extended periods?

Dealing with Runtime Errors

Let’s say that you can pinpoint the general nature of the problem. For example, if the runtime error message only appears when you try to open an attachment, it could be related to your IncrediMail security settings. You might try lowering the settings (if the attachments are from trusted senders, of course). If the IncrediMail runtime error occurs only when you try to print, you may need to update your printer drivers as this could be the result of an incompatibility between IncrediMail and your printer.  

If the runtime error seems to occur when your computer is running multiple programs or after it’s been on for a long time, the error could be caused by a lack of sufficient resources.

Steps to Take

While we may never know the exact cause, there are a few steps that you can take to try to stop the errors. Try the following steps and see if your runtime errors stop occurring when you run IncrediMail.

• Update IncrediMail. It’s possible that you are not the only one who has encountered this particular runtime error. It’s also possible that IncrediMail has since issued a fix for it. If so, updating your version of IncrediMail will apply the fix and the problem will stop.
• Update your operating system. Your operating system may also be to blame. If Microsoft has issued an update that addresses incompatibilities with IncrediMail or one of its components, updating Windows with the update will solve the problem. Go to Windows Update and look at all available updates for your operating system, including “optional” updates.
• Take control of your system resources. If your computer is running low on resources, limit the number of programs that launch at startup as well as the number of programs you have running at any one time. In addition, computer viruses and spyware could be gobbling resources so make sure to scan your system for these threats.

Hopefully, you’ll be able to solve the problem by updating IncrediMail and your operating system or by freeing up memory. If not, let us know the exact runtime message and describe the circumstances in greater detail and we can try a few more possible solutions.

I inadvertently downloaded Live when I upgraded to Explorer 8. I have Outlook Express as my default email program. However, now when I go to open an email that has been forwarded as an attachment, it opens with Live. It’s slow and I want the attached emails to open via Express as they did before. I can’t find what I need to change the default in ‘File Types’ back to Express. Do I have to delete Live and how can I do that? It isn’t listed as a program in the Control Panel. 

Downloading Windows Live seems to lead to this problem for many people. Apparently, it sort of takes over and your emails open up in Windows Live Mail rather than Outlook Express, even if you have OE set as your default program. Windows Live is designed to facilitate the transfer of digital photos and slide shows through email services. Typically, it isn’t necessary to delete Windows Live to fix the problem. Go through the suggestions listed below, complete one at a time or check that the settings are correct.

Setting Outlook Express as the Default Email Program: Add/Remove Programs

In some cases, even when Outlook Express has been set as the default email program, downloading another application changes this default setting. Follow this set of directions to change Outlook Express back to the default email program.

1. Navigate to and select Start in the lower left-hand corner.
2. Select Settings.
3. Select Control Panel.
4. Select Add/Remove Programs.
5. Select Set Program Access and Defaults.
6. In the dialog box that pops up, you should see a list of configurations (Microsoft Windows, Custom, Other, etc.) Click on the small downward arrows to the right of the configuration that has already been selected.
7. In the section for “Choose a default email program,” choose Outlook Express.
8. Select OK.

Reconfigure Outlook Express When Using Internet Explorer 8

Use the instructions included here to change the settings in Outlook Express to use POP3 instead of DAV.

• Open Outlook Express
• Navigate to Tools and select Accounts.
• Select Add.
• Select Mail.
• In the box labeled “display name,” type in your name and select Next.
• In the box labeled E-mail address, type in your web mail e-mail address and select Next.
• In the “my incoming mail server” drop down menu, select POP3.
• In the “incoming mail (POP3, IMAP, or HTTP) server” box, type in: pop3live.com.
• In the “Outgoing mail (SMTP) server” box, type in smtp.live.com.
• In the next dialog box, type in the name of your account and the password.
• Select Next.
• Select Finish.
• In the Internet Accounts dialog box, select Mail, the name of the account that you just added, and Properties.
• Select Settings.
• Check the box labeled, “My server requires authentication” under the Outgoing Mail Servers category.
• To the right of “My server requires authentication,” select “Settings” and choose “Use same settings as my incoming server.”
• Select the Advanced option that is located beneath “Server port numbers.” Type in 995 in the “Incoming Mail (POP3) box; 587 (or 25) in the “Outgoing mail (SMTP) box; and check the boxes in front of each selection labeled “This server requires a secure connection (SSL).
• In the section labeled “Delivery,” check the box in front of “Leave a copy of messages on server” if you want your messages to continue to remain available after you download them.
• Select OK.
• In the “Internet Accounts” dialog box, select Mail and look for your old setup with “HTTP.” Remove the account.

Is it possible to overcome the following: on occasion it is not possible to view pictures contained in inbound e-mail as well as inbound videos with sound where there is no sound.

Incoming E-mail Photos Do Not Display

A couple thoughts come to mind as far as the photos in your e-mail messages not displaying properly. The first has to do with a setting within the e-mail client while the second has to do with the message itself.

E-mail clients like Microsoft Outlook Express and its successor Windows Live Mail have a feature that can block images from displaying. When the e-mail client blocks images, it is doing so to protect your privacy. Marketers that send newsletters via e-mail often use images as markers to let them know whether or not a recipient has opened the message. This is because images are hosted on a server elsewhere. When you open the message, your computer connects to this external server to display the image. The marketers can later look at reports to see which recipients connected to the server. Useful from a marketing perspective but kind of creepy. Plus, it’s not just marketers who can use this type of tracking tool. Spammers can use this information to verify that an e-mail address is valid. If you open a spammed message with images, the spammer will then have proof that they have a live person’s address. From there, they may even sell your address to other spammers.

When image blocking is enabled, you will see a yellow bar across the top of the message that indicates that the images have been blocked. You will also see an “Unblock Images” link. If you trust the sender and don’t mind if they know you’ve viewed the message, then go ahead and unblock the images. If not, don’t.

This setting can be adjusted. In Windows Live Mail, go to Tools > Safety Options > Security and find the section labeled Download Images. Place a checkmark in each of the two options. Similar options exist for different e-mail clients and Web-based mail.

The other possibility, especially if the problem is random, is that the images are being blocked somewhere along the way. For example, your ISP may have some sort of spam filter in place that may be blocking images before they get to you.               

Incoming Videos Do Not Play

As far as videos not displaying when there’s no sound, that’s odd. Can you view the videos at all? But when you do, you can’t hear anything? If you cannot open some videos at all, it’s possible that the e-mail client’s security feature is once again at work. Using Windows Live Mail as an example once again, go to Tools > Safety Accounts > Security. Is “Do not allow attachments to be saved or opened that could potentially be a virus” marked? If so, your e-mail client is blocking the video because it has the potential to contain a virus. If you trust the sender, you can temporarily remove this setting and view the video, but do so with care and make sure your antivirus product is up-to-date.

I have been unable to send emails over the last couple of days although I can receive them via Tiscali/Live Mail. Tiscali say there is no problem as I can send and receive from my Tiscali.com account which I don’t understand. Can you please help?

Webmail vs. Windows Live Mail

It sounds as though the problem is originating in Windows Live Mail. Since you can successfully send and receive the messages using the Webmail interface, it makes sense that Tiscali stands by their determination that there is no problem on their end. It would have been nice if they would have walked you through a few troubleshooting steps though because you are indeed experiencing a problem. Let’s see if we can get to the root of the problem and fix it. When your email client refuses to send email messages out of the blue, it often means that a message is stuck in your outbox. It can also mean that your folders are too full or that a setting has been changed.

Outbox Issues

First, check your outbox. Is there a message that hasn’t gone through yet? You probably have at least one message sitting there right now. Take a look at the oldest one. Does it have a large attachment? Oftentimes, a message is too large to go through. If the first message can’t go through, then the messages created after it can’t go through either. The solution to this is to delete the message. If it’s an important message, you may need to copy and paste the text into a new message so that you don’t lose that information. If an attachment is involved, it’s likely that the file size is too large in which case your new message should use a smaller attachment.

In addition to file size issues with messages stuck in the outbox, it’s also possible that the stuck message has become damaged. Delete the oldest message, again saving the text beforehand if it’s important, and see if the blockage is cleared.

Full Folders in Windows Live Mail

Are your folders filled with messages? Most often, the inbox and sent items folders are the ones that get bloated the most. When these folders reach a threshold of about 2000 messages, problems begin to appear. Go into both folders and do some cleaning: delete, delete, delete!

Outgoing Email Settings

Assuming you are using Tiscali out of the United Kingdom, your Windows Live Mail account should be set up with the following outgoing email setting:

• Outgoing Mail (SMTP): smtp.tiscali.co.uk

Check this by going to Tools > Accounts and clicking on your Tiscali email account. Once highlighted, click on Properties and go to the Servers tab. Check the Outgoing Mail (SMPT) setting to be sure that it is correct. If you’re using a non-UK version of Tiscali, double-check the Tiscali Web site for the exact server address for your account.

Hopefully one of these ideas will solve your email send problems.

I am desperate to retrieve my password so that I can use my IncrediMail account. I had the hard drive cleaned because of bad performance, and I completely lost my address book and my e-mail. I had to re-install my IncrediMail. They will not authorize my use because I cannot remember my password/username. How in heck can I remember all that for years? There must be a simple way for it to be retrieved which does not require so much hassle. Please help me recover my premium codes.

IncrediMail Codes

IncrediMail has a mechanism on its site for recovering IncrediMail codes. Unfortunately, as you discovered, you need to enter the email address that you used for purchasing the product. If that was many years ago and you’ve since gone through several email accounts, it’s not going to be easy to remember which email account you used. Even if you go through your memory banks and enter every single email address you’ve ever had, that old email account will have its own password that you will have to remember in order to get into the account and retrieve the codes that IncrediMail will send. Worse yet, the old email account may have been closed long ago.

IncrediMail understands that and has another code recovery mechanism in place for retrieving your account codes. You will need to enter your name, email address, product purchased, payment method, and home address and then click the Submit button. From there, a message will be sent to IncrediMail. This information should be sufficient for a CSR to lookup your purchase and match the information you provided with their records. For example, if you purchased IncrediMail Premium and paid for it with a credit card, IncrediMail will have a record of the purchase. From there, the CSR can match the home address on file with the home address that you provided them with and verify the purchase. Once verified, you should receive your registration codes in the email that you provide them with.

Incredimail Premium

Using IncrediMail’s registration recovery code form is your best bet. If for some reason the record cannot be verified, you might just be better off biting the bullet and re-purchasing the product. Data recovery and password recovery tools are available but since your hard drive was wiped, you’d likely need a data recovery tool first to recover the data and then a password recovery tool next to recover the password. Data Recovery products retail for about $50. Currently, IncrediMail Premium is advertised on sale on the IncrediMail site for $19.95.

Hopefully you can fill out the IncrediMail Registration Recovery Form on the IncrediMail Web site and get your registration information sent to your current email address.