Frequently Asked Questions List of FAQs

FAQ about Sign Up / Registration
| General Service Information | SpinNet security measure of vulnerability in SSL 3.0 | Trouble Shooting | Termination of POP before SMTP | Other

<General Service Information>
  1. Is there a limit to the size of email spool?
  2. Is it possible to access SpinNet's email account from the LAN network at work or from other connections made by other providers?
  3. Do you have an email forwarding system?
  4. Can I have additional email addresses?
  5. Can I change my email address?
  6. I would like to set up an e-mailing list.
  7. How big of an email can I send?
  8. I would like to use SpinNet Mail Virus Check.
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<SpinNet security measure of vulnerability in SSL 3.0>
  1. I cannot send and receive emails after September 6 2016. What should I do?
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<Trouble Shooting>
  1. I get an error message that says, "Cannot find server" and I cannot send or retrieve any email. ( Goes timeout, and the server seems not to be responding. )
  2. The password window keeps coming up, and I cannot retrieve any email. ( Get this error even though you have not changed your password )
  3. I get an error message that says, "Returned mail: User unknown" and the email that I have already sent returns to me.
  4. I get an error message that says, "Returned email: Host unknown" and the email that I have already sent returns to me.
  5. The email does not reach the receiver, and that email does not return to me as an error.
  6. I have trouble retrieving email after receiving an especially large e-mail, therefore I would like to delete that e-mail. ( Although, I have tried many times, it keeps receiving the same e-mail. )
  7. I do not receive the email that my friend sent to me.
  8. The email is not readable because it turns to weird characters.
  9. I have registered for Mail forwarding service, however, I am not receiving any forwarded messages.
  10. I am not able to receive messages to my additional e-mail address.
  11. I got a SSL Certificate Error when I tried to send and receive emails.
  12. I got a SSL Certificate Error when I tried to access Web Mail.
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<Termination of POP before SMTP>
  1. What is POP before SMTP authentication?
  2. What is SMTP authentication?
  3. What is SMTP/POP over SSL authentication?
  4. I would like to know how to confirm whether outgoing mail authentication is activated or not.
  5. Is there any effect of the termination on my mobile?
  6. I would like to know whether I am affected by the termination.
  7. I have been unable to send email since July 14 2015. What should I do?
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<Other>
  1. I configured email forwarding setting on my other email account, but I cannot receive forwarded email with the account.
  2. I cannot receive emails with my additional account.
  3. I would like to know how to use SpinNet email on Mail app in Windows 8 - 8.1.
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1. Is there a limit to the size of email spool?
30MB(*) is the limit. There is no time limit. If the mailbox exceeds 30MB, newly arrived email will be sent back to the sender as an error.
(*) It contain SPAM Mail Box spool.
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2. Is it possible to access SpinNet's email account from the LAN network at work or from other connections made by other providers?
Yes.
Please refer the following manual "Submission Port Setting" or "POP/SMTP over SSL".

https://www.spinnet.jp/man/indexe.html
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3. Do you have an email forwarding system?
Yes, we have. Please see the following URLs for more details.
* Mail Forwardind Servicehttps://www.spinnet.jp/service/mail/forwarde.html
* Mail Filtering Servicehttps://www.spinnet.jp/service/mail/filteringe.html
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4. Can I have additional email addresses, for example for my family members?
Being a subscriber of SpinNet, you can use a maximum of five more E-Mail addresses ( hereafter referred to as "Additional E-Mail addresses". ) ( Free of charge )
For more information, please see the following URL.
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5. Can I change my email address?
We do not accept e-mail address changes.
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6. I would like to set up an e-mailing list.
No mailing list service is available. Also, we do not plan to offer one.
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7. How big of an email can I send?
The maximum is 20MB. However, if you send an especially large email, the receiver may get an error message, or if you sent the email in parts, depending on the email software, the receiver may receive it in parts. We advise you to compress or divide the large message to send them.
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8. I would like to use SpinNet Mail Virus Check.
SpinNet provides mail virus check for free.
All emails via SpinNet mail servers are checked.
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1. I cannot send and receive emails after September 6 2016. What should I do?
SpinNet will disable SSL v3.0 from September 6 2016 in order for security enhancement.
You will encounter problem when you configure POP/SMTP over SSL on your email software which does not support TLS connection, TLS is newer cryptographic protocol.

Solution
  1. Update your email software
    Please update your email software if later version is released, then re-launch it in order to confirm whether you can send and receive email or not.

  2. Install another email software
    As SSL v3.0 (older cryptographic protocol) is reported to have security vulnerability, we recommend to install email software which supports TLS.

  3. Disable encrypted connection
    If you cannot take No.1 or No.2 measure above, you can send and receive emails by disabling encrypted connection temporarily.
    Please note that there is a rick of intercepting your email communication by third parties when you disable encrypted connection.

    [How to configure]
    Please refer "Submission Port Setting" in Software Setting Guide page.

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1. I get an error message that says, "Cannot find server" and I cannot send or retrieve any email. ( Goes timeout, and the server seems not to be not responding. )
Please check to see if the server name is entered correctly on the following URL: If your configuration is correct, please delete the server name and re-enter it. Deleting and re-entering allows the computer to realize the server name again, which may solve the problem.
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2. The password window keeps coming up, and I cannot retrieve any email. ( Get this error even though you have not changed your password )
There are several possibilities for this error.
  • Your email account name and password are entered incorrectly.
  • The server is locked.
First, please open the properties window and delete the email account name and email password and re-enter them. Deleting and re-entering allows the computer to realize the email account name and password again, which may solve the problem.
If the problem can not be solved, the server may be locked. Please try logging on to the server after 30 minutes. When an interruption occurs in the middle of retrieving or when the connection is cut off during retrieving, the email account will remain locked, which will not, allow the session to take place.
Normally, this error will be automatically cancelled in about 30 minutes, so please be patient. There is a case where the message cannot be retrieved into your system for several times. If this occurs, please visit the following URL, where you can view and delete the messages on the Web.
Please note that you need to wait for about 30 minutes before checking this URL as well.
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3. I get an error message that says, "Returned mail: User unknown" and the email that I have already sent returns to me.
The email has not reached the receiver.
The *** of ***@xxx.co.jp, which means the user was not found.
Please check to see if the address exists and is entered accurately.
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4. I get an error message that says, "Returned email: Host unknown" and the email that I have already sent returns to me.
The email has not reached the receiver.
The *** of ***@xxx.co.jp, which means the host was not found.
Please check to see if the address exists and is entered accurately.
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5. The email does not reach the receiver, and that email does not return to me as an error.
If your email address is entered incorrectly, even the error mail may not return to you.
Please check your email software manual and confirm your settings.
Or, if you are in the process of sending or receiving email from the LAN network or from other connections made by other providers, there may be a possibility that the server is placing restrictions. Please make sure with the administrator for these restrictions.
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6. I have trouble retrieving email after receiving an especially large e-mail, therefore I would like to delete that e-mail. ( Although, I have tried many times, I keep receiving the same e-mail. )
Depending on the condition of your phone line and connection speed, your connection may be disconnected while receiving an especially large e-mail or it may take a long time for you to receive your e-mail. You may delete the email from your server. Please access the following homepage to delete your email. After deleting the email, please implement the email software again and try retrieving.
( If you have problem logging on, please wait for 20-30 minutes to try again.)
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7. I do not receive the email that my friend sent to me.
The mailbox size that we provide is 30MB. In this case, there may be a possibility that your mailbox has exceeded 30MB.
There are two solutions to this problem:
  • Uncheck [ Leave a copy of messages on server ] in your email software's settings, and try retrieving. **When you follow this process, all of the messages which had been downloaded into your PC will be deleted from the server.
  • Access the following homepage and delete some email messages.
( If you have problem logging on, please await for 20-30 minutes to try again. )
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8. The email is not readable because it turns to weird characters.
In the case of an attachment file, in order for the receiver to read the file, the encoding that the sender used for the file and the decoding that the receiver used to receive the file will have to be identical. If you can not read the file, please check the sender's encoding.
Further, newer versions of email software are corresponding to a Base 64 model, which will enable you to send and receive files freely if the sender uses a Base 64 model to send the file.
[ Typical Encoding Models ]
Base 64 --- Used commonly for Windows
uuencode --- Used commonly for UNIX
Binhex, apple double --- Used commonly for Macintosh
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9. I have registered for Mail forwarding service, however, I am not receiving any forwarded messages.
There is the possibility that the registered e-mail address is not correctly entered.Please check to see if the registered e-mail is correct on MYHOME.mail / MYHOME.mail lite.
* MYHOME.mail/MYHOME.mail lite : https://www.spinnet.jp/indexe.html
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10. I am not able to receive messages to my additional e-mail address.
To use your additional e-mail address, please add a new account into your e-mail software. The following is the main information that needs to be entered.
Account name :
    Mail address Example) csc@***.***.ne.jp
Mail password :
    the mail password of your additional e-mail address
Incoming mail Server( POP3 ) :
    the right side of @ of your additional e-mail address )
Outgoing mail Server( SMTP ) :
    the right side of @ of your additional e-mail address )
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11. I got a SSL Certificate Error when I tried to send and receive emails.
There is a possibility that you could have configured email software wrongly.
Please confirm email server setting referring this manual.
https://www.spinnet.jp/man/indexe.html

POP/SMTP over SSL settings are as follows.
POP server : popssl.att.ne.jp    Port : 995
SMTP server : smtpssl.att.ne.jp    Port : 465
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12. I got a SSL Certificate Error when I tried to access Web Mail.
If your browser is not compatible with "2048 bit SSL Certificate", you cannot use SSL connection.
Please use a browser that is compatible with "2048 bit SSL Certificate".
(Please use version 5.01 or later when you use InternetExproler.)
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1. What is POP before SMTP authentication?
POP before SMTP is a method which allows clients to send mails as long as they have successfully logged into the Incoming mail server within a predefined timeout period.
After receiving emails, you can send emails during ten minutes.

* It has been terminated on July 14 2015 (Tue.).
Please change the setting to SMTP authentication.
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2. What is SMTP authentication?
SMTP Authentication (abbr. SMTP AUTH) is an authentic method that requires one's email address and password to send emails.
After configuring SMTP authentication on your email software, the authentication will be automatically done.
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3. What is SMTP/POP over SSL authentication?
This is a method that prevents sniffing by encrypting the connection between a mail software and a mail server.
It is called POP/SMTP over SSL which combines two functions that encrypts incoming mails and outgoing mails using SSL(Secure Sockets Layer), which is a standard encrypting method.
A configuration is required when you use it.
Please refer to POP/SMTP over SSL in Software Setting Guide page in order to configure your email software.
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4. I would like to know how to confirm whether outgoing mail authentication is activated or not.
Please confirm that authentication of outgoing mail server is activated on outgoing mail server settings.
The authentication will be activated if you have configured your software with SMTP-AUTH or POP/SMTP over SSL.

How to confirm
+SMTP authentication setting
  Please refer "Submission Port Setting" in the "Software Setting guide" page.

+POP/SMTP over SSL setting
  Please refer "POP/SMTP over SSL Setting" in the "Software Setting guide" page.

Setting Values
+SMTP authentication setting
  My outgoing mail server requires authentication : checked
  This server requires a secure connection (SSL) : unchecked
  Incoming Mail Server (POP3) : xxx.att.ne.jp*   Port:110
  Outgoing Mail Server (SMTP) : xxx.att.ne.jp*   Port:587

  *Please confirm those in your Access Information Sheet.

+POP/SMTP over SSL setting
  My outgoing mail server requires authentication : checked
  This server requires a secure connection (SSL) : checked
  Incoming Mail Server (POP3) : popssl.att.ne.jp*   Port:995
  Outgoing Mail Server (SMTP) : smtpssl.att.ne.jp*   Port:465

In case that Outgoing Mail Server authentication is not activated
Please change the setting on your email software.
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5. Is there any effect of the termination on my mobile?
If you do not activate outgoing mail server authentication on your mobile, you will be affected by the termination.
It depends on your mobile phone that "SMTP authentication" would be described as "xxx requires authentication", "need to login to xxx" or etc. in the setting window. Please refer to your mobile phone manual for further details.
If you are an iPhone/iPad user, please refer to "POP/SMTP over SSL Setting" for iPhone/iPad in "Software Setting Guide" page.
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6. I would like to know whether I am affected by the termination.
SpinNet will terminate POP before SMTP authentication in order to enhance security.
You will not be able to send emails after July 14, 2015, if you configure your software as follows.
* Please see "The change of outgoing mail authentication" for more details.

Affected customer
Outgoing mail server authentication on email software is not activated.

Unaffected customer
Outgoing mail server authentication on email software is activated.
(1) SMTP authentication is activated.
(2) POP/SMTP over SSL is activated.

* There is no effect on SpinNet Web Mail

Please refer the following in order to change the settings.
FAQ: I would like to know how to activate outgoing mail authentication.
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7. I have been unable to send email since July 14 2015. What should I do?
Please confirm your email software setting and reconfigure "SMTP authentication" or "POP/SMTP over SSL" referring the following manuals.

How to configure email software
- In case that you would like to configure "SMTP authentication"
  Please refer "Submission Port Setting" in the "Software Setting Guide" page.
- In case that you would like to configure "POP/SMTP over SSL"
  Please refer "POP/SMTP over SSL" in the "Software Setting Guide" page.

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1. I configured email forwarding setting on my other email account, but I cannot receive forwarded email with the account.
You might configure wrong email address. Please confirm the setting through MYHOME.mail or MYHOME.mail Lite.
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2. I cannot receive emails with my additional account.
You need to add your additional account on your email software. The setting information are as follows.

Login Name
(Mail address)
Your mail address
e.g. xxx@xxx.xxx.ne.jp.
Password
Your mail password
Mail server name
(POP, SMTP)
Charectars after @ of your additional address

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3. I would like to know how to use SpinNet E-mail on Mail app in Windows 8 - 8.1.
If you use Mail app in Windows 8 - 8.1, you cannot use POP because it does not support POP3.
Please install "Mozilla Thunderbird (free software)" or "Outlook" in Microsoft Office (paid software) if you wish to use POP3.
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