Thoughtbus Hosted Exchange and SharePoint Services

General FAQ



1. I sent an email to someone, but it never got there. What do I do?
2. What are my POP3/IMAP settings?
3. I can’t remember my password. Can you tell me what it is over the phone?
4. How do I open another person’s calendar with Microsoft Entourage 2008 and 2004?
5. How can I tell what version of Exchange I am using?
6. How do I update my password?
7. Where can I get Microsoft SharePoint Designer 2010 or 2007 for free?
8. How do I isolate issues with Outlook Add-Ins?
9. How do I open another user’s mailbox from within Outlook?
10. How do I export a mailbox that I’ve added to my Outlook view?

I sent an email to someone, but it never got there. What do I do?

Sometimes, you might send an email that apparently never reaches its destination. You’ll know this has happened if you either receive a “Non Delivery Response” (NDR, or “bounce” message), or the recipient tells you that your email hasn’t arrived. We’ll look at the NDRs first:

NDR:The message you receive informing of your email’s non-delivery status will often have information as to the nature of the bounce. However, there are no NDR standards, and different email servers may have different NDR messages for the same basic errors. Although the information in an NDR may seem quite cryptic, you can usually ascertain why you’ve received such a message if you know what to look for.
1 – The most common cause of a bounced email is an incorrectly-entered email address. If the bounce message says something along the lines of “Recipient Not Found”, check to make sure there aren’t any typos, and that everything is spelled correctly. If you can, verify with your recipient that their address is correct.
2 – Many email gateways limit the size of the attachments you can send. The Thoughtbus default limit is 40MB for both incoming and outgoing attachments, although other messaging systems may have smaller limits. So if you send a 15MB attachment to an individual at a corporation that has a 10MB limit, your email will have no problems leaving our gateways, but will be rejected by the recipient’s email gateway. If you try to send an attachment that is larger than 40MB, your message will be rejected immediately. Try breaking up your attachment into smaller pieces if this happens to you.
3 – If your recipient’s mailbox is full, your email will be rejected. If your own mailbox is over its capacity limit, you will be prohibited from sending. You will be notified by an NDR if either of these conditions is true.
4 – NDRs will also be generated if there is a problem with one destination email server. These types of messages often inform you that your email has not been delivered, but that the server is still trying. In these types of situations, a systems administrator for the receiving domain needs to be notified of the problem.
5 – A type of NDR will be generated if a virus was detected in your message. In this case, you should run a scan of your computer immediately.
6 – If your message looks like spam as defined by the receiving domain, you may receive an NDR.

The email never got there:This happens sometimes; someone is expecting an email from you and they don’t get it.
1 – First, double-check the email address. Many domain names are similar, and many domains have thousands of users. You may have accidentally sent your email to the wrong recipient. For example, marysmith@yahoo.com probably gets a lot of email that was intended for mary.smith@yahoo.com.
2 – As in #6, above, mail that looks like spam will probably be treated like spam. It may have been sent to your recipient’s “Bulk” folder, or it may have been blocked altogether. Through a practice called “Tar Pitting”, mail that looks like spam may also be intentionally delayed by 6-12 hours.
3 – Your recipient may have received your message, but cannot see it. A common cause of this is the “sorting” function within many email clients. If emails are not sorted by date (rather, by subject, sender, etc.), new messages will not appear at the top of the inbox.
4 – If all else fails, you can always call or email Thoughtbus Support. If you tell us the sender, the recipient, and the date/time the message was sent, we can trace the message for you within our systems.


What are my POP3/IMAP settings?
There is only one server name that needs to be specified for POP3 or IMAP access. For both incoming and outgoing mail, the server is imail.thoughtbus.com. You can use your standard Thoughtbus username and password for POP3, IMAP, and SMTP.


I can’t remember my password. Can you tell me what it is over the phone?
We cannot under any circumstances give out passwords over the phone. They are encrypted and stored on our servers and we do not even have access to them. Each company has one or more administrators who are allowed to reset passwords for their own organizations. This is the person you must speak with if you are having password issues. If you do not know who this person is, call us and we can tell you their name.


How do I open another person’s calendar with Microsoft Entourage 2008 and 2004?
If you are using Microsoft Entourage 2008 or 2004, you need to take an extra step in order to open up another user’s folder to which you have been given access. Here is the entire procedure:

(1) From within Entourage, choose “File – Open Other User’s Folder”
(2) Click the “Find User” button.
(3) Enter the first few letters of the name of the person whose folder you want to open, and click “Find”.
(4) Highlight the person’s name, and click “Advanced…”
(5) Here, you need to modify the name of the Exchange server. It defaults to “mail.thoughtbus.com”, which you’ll want to replace with https://mail.thoughtbus.com/exchange/{The email address of the person whose calendar you are opening}. Or, if you are not using SSL, use “http://... instead of “https://...”.

Example:
John.Smith@abc.comhas granted Mary.Smith@abc.compermissions to his calendar folder. In order to view it, Mary must follow the steps above, and at step 5, she will enter https://mail.thoughtbus.com/exchange/john.smith@abc.com as her Exchange server name.

Hit the OK button to get out of the “Advanced” screen, and then hit it again to get back to your original screen.
(6) Choose the type of folder you’d like to open, and hit OK.
(7) You will now see the desired folder in your Views.


How can I tell what version of Exchange I am using?

If you don’t know whether you’re on Exchange 2010, Exchange 2007, or Exchange 2003, the quickest way to find out is by logging into Outlook Web App.

First, open up Internet Explorer or Mozilla Firefox, and browse to https://mail.thoughtbus.com. You’ll see the following login screen:




Here, enter your username and password to log in.

You are on Exchange 2010 if Outlook Web App looks like this:




You are on Exchange 2007 if Outlook Web App looks like this:




You are on Exchange 2003 if your Outlook Web App looks like this:





How do I update my password?

Exchange users can update their password via Outlook Web App. Log into http://mail.thoughtbus.com with your username and password. Click the 'Options' button and then 'Change Password'.

If you do not have an Exchange mailbox and are a SharePoint only user, you may change your password by browsing to: https://mail.thoughtbus.com/iisadmpwd/aexp2b.asp?https://www.thoughtbus.com


Where can I get Microsoft SharePoint Designer 2010 or 2007 for free?

SharePoint Designer 2010 is now a freely-available download from Microsoft! You can get it by clicking this link:

 http://www.microsoft.com/en-us/download/details.aspx?id=16573

Also, SharePoint Designer 2007 is now a freely-available download from Microsoft, and you can get it by clicking this link:

http://www.microsoft.com/downloads/details.aspx?FamilyID=baa3ad86-bfc1-4bd4-9812-d9e710d44f42&displaylang=en


How do I isolate issues with Outlook add-ins?

Some 3rd-party Outlook add-ins cause stability and performance issues. If you are experiencing problems with Outlook stability, review the procedure for Troubleshooting Outlook Add-ins.

 


How do I open another user’s mailbox from within Outlook?

1a. For Outlook 2003/2007:
a. Right-click the top-level mailbox folder (labeled “Mailbox – Your Name”) and choose “Properties”
b. Click the “Advanced” button

1b. For Outlook 2010:
a. Go to “File – Account Settings à Account Settings”
b. Double-click the “Microsoft Exchange” account
c. Click “More Settings”

2. Click the “Advanced” tab
3. Under “Open these additional mailboxes”, click “Add”
4. Type either the name or the email address of the person whose mailbox you wish to view (note that you need to have been granted permissions first)
5. Click “Ok”, then “Ok”, and then “Next”, and “Finish”


How do I export a mailbox that I’ve added to my Outlook view?

1a. For Outlook 2003/2007:
a. Go to “File – Import and Export”

1b. For Outlook 2010:
a. Go to “File – Open – Import”

2. Choose “Export to a file”
3. Choose “Personal Folders File (pst)” or “Outlook Data File (pst)”
4. Select the top-level mailbox folder and check the “Include subfolders” box
5. Click the “Browse” button and choose a name and location for the pst file (Desktop is usually most convenient)
6. If you wish to add a password to the pst file, do so now; otherwise click “Ok”

Customer Support

If you have trouble getting connected to Thoughtbus, or require technical support:

Click here

phone
800-385-0474

February 27, 2013: If you have an iPhone or iPad that is running iOS 6.1, and your phone or tablet performs poorly after accepting a calendar invitation, please update your phone to iOS 6.1.2. Here is Apple's support article discussing this further.

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