To determine the cause of most email problems,
we need to examine the entire message in question. In particular, we
need to see the "mail headers" that are included with each message. In
these headers there is information we will need in order help determine
the cause of the problem.
Each email client program, such as Eudora or Outlook, has its own way of
displaying the email header information. For example, in Outlook,
select "View" > "Options" from the menu while the email in question
is open. The header information is in a text box labelled "Internet
Headers". To assist Alentus Technical Support in troubleshooting your
email, this header information must be selected, copied, and then pasted
into the support request.
The original email should also be included when making a support request
- it can be sent as an attachment when emailing creating a ticket for
the Technical Support Department in the Alentus Support Center.
To clarify, in the body of the email being sent to Alentus as a support
request, type the nature of the problem followed by "The following is
the email header data:" and paste in the header information. Also, make
reference to the fact that the original email is attached as a file.