Your Local Internet Cafe & Internet Provider in Antigua Guatemala
 
   
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Conexion Technical Support

Browse our answers to many frequently answered questions or contact us for any of your technical issues.

Mail Questions
Q: I get a non-delivery notice from your server with the comment: "Maximum message size exceeded". Do you have a maximum size for messages? A: This message does not come from our server, but from the server our server is trying to deliver to, and our server is just telling you what the remote server reported. The destination server denies reception of the message because it is bigger than allowed. Specially Hotmail and other "free" e-mail services have pre-established limits. In this case, there are 2 things to do: Break the message down into smaller sections or tell the recipient to get a "real" mailbox. Our servers have no pre-established limits for reception nor sending.
Q: How do I access my mailbox just using a browser when I'm travelling? A: Go to http://mail.conexion.com using any web-browser. You will be presented with a "Enter Network Password" dialog box. Enter your user name and password. Under "domain" write conexion.com. Remember that if you check the "Save this password in your password list" box, then the password may be stored on the machine you are currently working at, so always leave this unchecked when you use a public computer. Then click on OK. You will be taken straight to your inbox where you can preview and read incoming messages. On the left pane you will find two large buttons, "Folders" and "Shortcuts". Under shortcuts you find the "Log Off" button to close your session with the server. Under Folders, you'll find many more folders than just your Inbox. You even can make your own folders that reside on the mail server. A further explanation is given in the IMAP section here.
Q: What is the best mail program? A: We specifically recommend not to use Eudora: It has proven unstable, with corrupted message bases, unexpected behavior, crashes and similar scenarios. (Besides that we always get the support questions and people believe the problem is here... just because of that lousy mail program). Outlook and Outlook Express are better choices, although they lack essential features like selective message preview and selective download. And we get too often a request like "I have 20 Megabytes stuck in my mailbox. How do I delete that message?" A snap with the right software. Else read next entry below... Of course we have our favorite: After many years with Pegasus Mail, and repeatedly trying other programs, this is still the best and most feature rich Internet mailer. The only thing that may scare newbies is that it's a bit hard to set up, but if you have patience enough to read some manuals then it's the mailer of choice. And its free! Look at Pegasus mail's Web-site! Outlook and Outlook Express have improved essentially in the last years, although the recurring security issues and eternal Virus attacks it is target for makes it second choice in my opinion.
Q: I got some messages stuck in my mailbox. Can you delete it for me? A: We are answering requests like that almost daily, and here comes the recipe for doing it yourself. Actually that should be a feature of every mailer to preview messages stored on the server and provide you with the option to delete that infamous 15 Megabyte .tif attachment some good-meaning and evil-doing soul has placed in your mailbox. Actually many people think that something is wrong with the service (that is: us!) after getting desperate waiting for the download of those elephants while it actually just is an oversized mail in the mailbox. You can use the web access to your mailbox to preview and delete messages based on size. Follow the steps outlined under Web-access to connect to your mailbox. In the right-most column you will see the size of each message. You can sort the messages based on size by clicking the Size column header. Highlight the message you want to delete and click the delete button on the toolbar. Don't forget to empty the deleted folder by clicking on the icon (empty deleted items folder) when you're done, else the message will stay in the deleted items folder and contribute to the total message volume in your mailbox. Another way is to use Telnet to your mailbox. Although this is a bit more tedious procedure, it allows you to delete messages even without a web-browser, just using Telnet. Don't start with this unless you are comfortable using Telnet, though.

First: Make sure you are connected to the service.

1) Start telnet (choose "Run..." from the Start menu and type telnet)

2) On the menu line of telnet, choose Connect -> Remote System.

3) You get a Window titled "Connect". Under Host name write mail.conexion.com.gt, under Port: write 110. Then press . The response you get back should be like: +OK Microsoft Exchange POP3 server version 5.0.1461.55 ready At this point, if you don't see what you type, it's because the "Local Echo" setting has been turned off in telnet's Terminal > Preferences settings, but that is not critical as long as you type correctly. Proceed to next step.

4) Type: user That means you peck: user and a space and your username without the angled brackets and hit Enter.

5) Type: pass That means you peck: pass and a space and your password without the angled brackets and hit Enter. Remember PaSSworDS are always CASE SENSITIVE! You should get a prompt stating a successful login.

6) Type list This gives you a listing of messages. The number of the message including the size in bytes. Here you can identify the elephant.

7) Type dele (n) You peck: DELE followed by the number (n) of the message you want to erase.

8) Type quit

Note that if you don't type quit and just disconnect your mailbox will NOT be updated and you must start over.
Q: I received a message stating: "Your mailbox is over its size limit" A: You may get a detailed message like "Your mailbox has exceeded one or more size limits set by your administrator. Your mailbox size is 10384 KB" for example. The implications are:
Basically we do not restrict mailboxes in size. This is a warning only that does not have ANY consequences, even if your mailbox size exceeds 100 Megabytes.

Almost all client mail programs have an option to leave the  mail on the server  and/or reject mail to be downloaded based on size. Using either option will result in mail piling up at the server, be it because the client does not wish to have it deleted on  the server although the mail has been received, or some messages exceed the size limit set in the client's  mailer, and thus never have been downloaded.

However, a mail server is not meant to be backup storage for eventual data loss at a client machine. We think that 10MB of mail storage is a reasonable threshold for letting the client know that the mailbox is growing huge.

I only can stress again: Pegasus mail has some rough edges, it is not a Microsoft product, but it has a lot of features other Internet mailers are plain missing. For example, in Pegasus Mail using "MENU> FILE > SELECTIVE MAIL DOWNLOAD" presents you with a listing of all the mail you have at the server, (just retrieving the mail headers), then  you can decide which one to download, delete from the server, or both. I have not seen any other mailer with that feature so far. Besides the quick and dirty Telnet procedure described above. You may download the latest version of Pegasus mail here.

If you do not wish to receive mail exceeding a certain size, let us know. A size threshold is established much more efficiently on the server, and we can set the server to reject mail based on size, and the sender will even get a notification to the respect.

Q: What does SMTP mean? A: Simple mail transfer protocol. It's the standard on which all mail transport on the Internet is based on, and it defines in which manner two servers communicate with each other in order to deliver mail. You may have seen the expression SMTP in the configuration of your mailer, and here it refers to the name of the mail server your mail program should direct outgoing mail to. In our case, the SMTP server name is "mail.conexion.com.gt"
Q: What does POP mean? A: Post Office Protocol. Also a standard that defines how two machines should communicate with each other in order to download mail from the mail storage. The POP server name is also a mailer configuration parameter that tells on which server your mail is stored. Pop3 is the most widespread mail access protocol in use. Our POP server name is "mail.conexion.com.gt"
Q: What does IMAP mean? A: Internet Message Access Protocol. This standard was developed after people realized that just one Inbox on the server may not be enough.
It basically allows to access more than one folder on a server that supports IMAP. In fact, most modern mail servers support a variety of options for the user, and the Internet standard "IMAP" is a protocol that allows any IMAP server to communicate with any IMAP enabled mail client program. The drawback of IMAP is that it is a bit less efficient than POP concerning mail transfer.

One of the reasons you may want to use IMAP is: If you sometimes use Web-access to your mailbox, then mail you have sent using web-access will stay on the mail server in the Sent Items Folder.  However, you want them to be on your local machine's harddisk...

Here one configuration example for Outlook Express:

Basically what you have to do in to create a new mailbox under Tools... / Accounts... / Mail / Add / Mail. Configure it as you would configure a POP mailbox, except when it comes to "My incoming mail server is a....". The default is a pop server, change it to IMAP and complete the rest of the configuration. Once you logon to this mailbox, you will be presented with all the folders on the server, which look pretty much as the default personal folders that are installed on Outlook. You may need to expand the folder list by clicking on the + before the top level item.
Now you can select the messages in the right pane in the server mailbox "Sent Items" folder and drag them onto your Personal (local) Folders "Sent Items" which resides on your harddisk. This may take some time to transfer if the messages are large. 

Please note that although we offer the feature of IMAP, it is not officially supported. That means that questions concerning the use of IMAP must be resolved by you reading the respective manuals for the particular mail program you use.

Q: I got a notification that a message is still on queue 4 hours after I have sent it, and every 4 hours later again. And finally the message is returned to me. Why? A: After you have sent a message, the server tries to deliver it to it's final destination immediately. If this fails, it will re-try in intervals. If that still fails and 4 hours have passed, you will get a notification in order to let you know that this message was not delivered. In case the message is still not deliverable, this notification will be repeated every 4 hours. If 12 hours have passed like that, the server gives up and returns the message to you.
We have chosen to keep this maximum queue time rather short. Other services generally have 4 days queue time.
A "maximum retries exhausted" message can have many reasons: Either the destination server is down for extended periods, the route to the destination is too long or cannot be reached, or our link is down (God beware!), or in more seldom cases a misconfiguration of the remote server DNS Mail exchange (MX) record that points to a non-existent SMTP server.
Virus Issues
Q: I got a message from "Virscan@ conexion.com" telling me about a Virus in a message I have received. I opened that message. Does that mean that my machine is infected now ? A: We have a Virus scanner in effect on the mail server. It will detect almost 100% of all e-mail borne virus both in the message body and in attachments.

IF you get a message from Virscan@ conexion.com then the virus scanner has done it's job and either removed the virus from the message or repaired an attachment in a message. The difference is that some files like Word documents may be infected but may still carry valuable contents that you are interested in. So IF the attachment is repairable, it will be cleaned and the clean version delivered to you. If it is beyond repair, it will be deleted. So getting a message from the virus scanner actually means that you just have been saved from a potential virus attack.

The Virus scanner will never detect 100% for the simple reason that a virus may be completely new and spread fast through the Internet while there is no current detection mechanism in place on the server. That also means that we cannot issue guarantees that there is no virus in any of the messages you receive. No service provider ever will be able to guarantee that.
The virus scanner is a value added service for your protection and convenience and has proven to be very effective and has saved our clients a lot of grief. Still there is the slight possibility that a very new virus may slip through the defenses. Also keep in mind that if you use another mail service you may not be protected from virus coming that way.

A virus scanner depends on "virus definitions". These are collections of the signature of every current virus, and there are approx. 62.000 of them at the moment. These definitions must be updated on a regular basis. A new Virus requires a new definition. The updates happen automatically at our server, and in case of a major outbreak even manually.
Although there are mechanisms to detect unknown virus, these mechanisms are unreliable and lead to too many false positives.

Spam Issues
Q: I'm receiving tons of Spam messages. Can you block these messages? A: SPAM (AKA unsolicited commercial e-mail) is one of the real nuisances of the Internet. The short answer is: Unfortunately not.
The long answer is: We do everything within reasonable margins to block spam sources and messages. We have a spam filter on the server that takes out the most blatant cases of spam. But this filter must not mistake legitimate mail for spam, so it is running on a rather conservative setting, saying that we rather risk that you receive a spam message than risk to block legitimate mail.
Currently we block mail from Korea (.kr) and large portions of Argentina (.ar) and namely infovia.com.ar... This is because huge portions of spam come from servers in these countries. The block will remain until the responsible service providers clean up their act. If you need to exchange mail with users of any of these providers, tell your correspondent to switch to a provider that does not tolerate spam.

Here some rules: NEVER EVER publish your e-mail address anywhere. Not on Web-sites, not when you are asked to enter your e-mail address when you are surfing the web etc. Also mailing lists and discussion boards that distribute to large numbers of subscribers are risky. Only give your e-mail address to friends and family and contacts. A reputable vendor is probably OK, too. For the rest of the cases, use a disposable e-mail address at Hotmail or Yahoo or other free services.

If you must publish your e-mail address, for example when you run a Web-site and you need to, there are 2 tricks: Either represent your e-mail address as a graphic or use the following code snippet that you include in your page:

<script language="VBScript"> <!-- Dim lead, trail, epost lead="users" trail="conexion.com" epost=lead & "@" & trail document.write("Write us an <a href='mailto:" & epost & "'> Email<a/>") --> </script>

When you run this, it will look like below. The difference is that the e-mail address does not appear in the HTML code as entire string. First when a browser looks at the pages with script support, the fragments are concatenated to a valid e-mail address.

 Both methods makes the e-mail address unreadable by automated e-mail extractors (the tool spammers use to find addresses).  However, all this is inconvenient for the user. Anyway, once you publish an e-mail address, you can be certain that the address will be found by these sharks and will receive spam at one or another point. Ultimately, only legislation will be able to stem the tide of spam.

We have been asked if we sell our address lists:
OF COURSE NOT! All halfway decent service providers will never disclose e-mail addresses of their clients. If you receive spam, then you have disclosed your e-mail address somewhere and somehow. And once compromised, it will continue to receive unsolicited mail.

Don't use the "remove" links in spam messages. For the first, you can waste an entire day to remove yourself from spam lists. Second, most of them are bogus addresses. Last, if they are not bogus, then they are often abused to verify that your address is alive and kicking, so it can be spammed further. http://www.email911.com/resources/whatcanido.html is a good starting point to read more about how to avoid Spam.

If you think the amount of spam it is getting too much, then we can change your username and e-mail address to something else at the nominal setup fee. (Currently Q. 25.-).

Q: What about Mail Filtering There is no doubt that the SPAM problem is increasing. At the same time, the human resources necessary to address the problem can become overwhelming for an ISP. I have myself spent countless hours tracking message sources, manually blocked SPAM hosts from access to our mail server etc., and there comes the day when you realize that there are more drastic measures necessary. Well, those measures are in place here since Oct. 2002, and is a highly automated system that blocks access to our mail server based on a list of known SPAM sources that is dynamically and continuously updated. This system is partially based on "Spamtraps", that are mailboxes deliberately but optically invisible published on a web site, with no with no real user behind, and with no other purpose than attracting SPAM and feed the Anti-Spam list with occurrences, and partially from continuous user input from connected systems and subscribers who are fed up with spam. One of these systems is Spamcop (www.spamcop.net), which we are using as list provider. This setup is surprisingly sophisticated and accurate. However, there is a minor chance that legitimate mail is blocked. As of this writing, I personally know of 4 cases where possibly legitimate mail was blocked. That is my observation for entire 3 months where the filter has been in action. Considering that we handle several thousand pieces of mail a day, I consider this a tolerable quote, when you consider that the filter blocks several hundred SPAM messages daily.
Q: What is your Spam policy? A: Zero tolerance.
You may maintain huge mailing lists and send mail to as many recipients as you like. Under the condition that the recipient has given his/her consent and actively asked for your specific mailing prior to receiving your mass mailing. You are bound to maintain your mailing lists and honor requests for removal immediately.
If you feel like trying to use Conexion as a server to distribute unsolicited mail: Go ahead and try. It is the fastest way to terminate your account with us.
In case of dispute: A dispute may arise when we receive a spam complaint and the sender claims that this message was solicited. We will ask the sender to prove that the mailing was based on an active subscription, and then verify this with the party that complained and decide upon the results.
If it becomes evident that the mail was not solicited, then the game is over even for first time offenders.
This also implies that you can not use so-called "opt-in" lists since most of them are bogus and the condition that an active subscription to your specific mailing must exist has not been met.
Connectivity Issues
Q: What is the maximum connection speed on dial-up services? A: 33.6 kilobits per second. We are aware that most other providers offer up to 56k, and that is one of the long term nightmares we are having with the local Telecommunications company, Telgua.

In order to provide 56k connectivity, we depend on certain services provided from Telgua, and that namely are digital phone lines (channelized T1/E1).  The problem is NOT anymore that the equipment of Telgua does not support it. The problem isn't either that we don't have the equipment etcetera. The problem is that Telgua is not inclined or willing or educated enough to provide us with this service. Partially out of technical ignorance, partially because they consider us competition to their dial up services.

Setup
Q: Is it  not necessary to specify the DNS server IP numbers in the TCP/IP settings for my dial-up configuration? A: Windows 9x, XP and 2000 use the DHCP (Dynamic host configuration protocol) to request all the information about the IP address, default gateway and DNS server IP numbers. All that happens automatically at the moment you connect with a valid username and password.
If you need the DNS server IP numbers (be it you run Windows 3.x or Macintosh etc.), they are: 168.234.192.200 and 168.234.192.150 for the primary and the secondary DNS server.
Passwords
Q: Can I change my service password on-line? A: No.
The reason why not is: Most people only need to change their password when they think or know that it has been compromised. Let's assume someone has gained access to your password, and passwords could be changed on-line, then the person having unauthorized access could change the password to something only he/she knows. And effectively freeze you out of access to the service, thus hijacking your entire account.
Contact us and we will change your password free of  charge. To positively identify you, we will call you back at the phone number you have provided us upon subscription. Or pass by the office.
Billing
Q: How can I see how much time I have spent on-line? Is there a Web-page? A: Just click here. You have the option to view your totals or details and totals of your on-line time. This page is only accessible on our Guatemala web-site. (www.conexion.com.gt), which is restricted to users subscribed to our dial-up services.
Conexion - Correos Electronicos S.A. 4ta Calle Oriente #14 - 03001 Antigua Guatemala C.A.
Phone: +502 78323768 / Fax: +502 78320082 / E-mail: Admin@conexion.com.gt