Path: SSAfara.Net: SSAfara.Net: Support: Frequently asked questions

FAQ - Frequently asked questions F.A.Q: Email 1. Emails from ssafara.net sent using email programs (rather than Browser eMail) are not getting to their destination. 2. I have recently upgraded to Eudora 7.1 and the code for the Paid Mode does not work anymore. I was told when I upgraded that I needed a new Paid mode code. Please advise where I can get this. 3. New Mail Settings 4. How do I get my old mail? 5. Who is eligible for an email account on ssafara.net? 6. What is the size limitation for attachments? 7. How do I change my email password? 8. I can't send mail. Error is, 'Could not connect to "ssa.mail.slb.com" Cause: host is unreachable.' 9. I can't send mail. Error is 'Relay not Allowed.' 10. I am getting too much SPAM. Can you stop it? 11. Someone is using my email address to send SPAM. Can you stop it? 12. I have had many viruses sent to my SSA email account. What can you do about it? 13. How do I configure Eudora to check my email? 14. How do I configure Outlook to check my mail? 15. How do I check my email from a Web browser ? 16. How do I forward my ssafara.net email to another account? 17. How do I upgrade Eudora? 18. I’m confused and really need help. Who can help me? 1. Emails from ssafara.net sent using email programs (rather than Browser eMail) are not getting to their destination. - Top Our anti-spam vendor, Sophos, is blocking several ISP suppliers for excessive spam. The solution is to use the Schlumberger Gateway Secure Application for Spouses - which will be announced and ready for use the week of September 15. Until then, the workaround is to use the Webmail interface on https://ssa.mail.slb.com to send and receive SSA mail if you are affected by this issue. Identified providers are Etisalat in Abu Dhabi and Dubai, and Stream in Russia. - Updated: September 6, 2008 2. I have recently upgraded to Eudora 7.1 and the code for the Paid Mode does not work anymore. I was told when I upgraded that I needed a new Paid mode code. Please advise where I can get this. - Top Schlumberger does not provide mail clients for home use. Eudora is no longer available from Qualcomm in Paid mode. For more information about Eudora, see http://www.eudora.com/download/ - Updated: September 1, 2008 3. New Mail Settings - Top NEW MAIL SETTINGS – CHANGE YOUR SETTINGS NOW Download a document with settings and screenshots Eudora 5.2 Eudora 7.1 Outlook 2007 Your email address remains the same! Incoming and outgoing mail server: ssa.mail.slb.com incoming mail port 995 outgoing (SMTP) port 465 do enable SSL WEBMAIL ADDRESS https://ssa.mail.slb.com WHAT YOU NEED TO DO 1. Download all mail from the old server pop.ssafara.net one last time. - Old mail from the SSA mail server will NOT be moved to the new server. - This is a housekeeping exercise to clean up old data, since the mail server contains years of spam and dead mail. 2. Next, change your settings as above. - The new mail server is ssa.mail.slb.com for both incoming and outgoing (SMTP) mail. - If you use your ISP’s outgoing SMTP setting, you may continue to use it. - The incoming mail port is 995 - The outgoing (SMTP) port is 465 - You must select SSL - Also be sure to select "my server requires authentication" if it there an option for your mail client. Authentication is required for both incoming and outgoing mail. You do not need to change your email address or "reply-to" address. EUDORA USERS In Eudora, you won't need to enter the port settings for incoming and outgoing mail. In the Checking Mail category, under "Secure sockets when receiving" select "Required, Alternate Port" If you are also using ssa.mail.slb.com for sending mail, then select the same setting under Secure sockets when sending" select "Required, Alternate Port" The first time checking mail Eudora users may get a pop-up window that says, "The server's SSL certificate was rejected...Cert Chain not trusted. Do you want to trust this certificate in future sessions?" Click Yes. If you do not get a pop up window and also cannot check mail then you may need to add the SSL certification manually: On Eudora menu bar, select 'Tools' | 'Options.' Under 'Category', select ‘Checking Mail.’ Then click the 'Latest SSL Info' button. Select the renewed Schlumberger certificate in the ‘Server Certificates’ tab. Or, click "Certificate Information Manager" (it looks like a large button at the bottom of the pop up window) Then select the Schlumberger certificate "AN, Schlumberger, service, *.mail.slb.com" (It may be marked with a skull and crossbonses - this means it is not trusted yet) Click 'Add to Trusted.' Click 'Done.' A message showing that negotiation status is 'Succeeded' will appear. Click 'OK.' If you use an older version of Eudora, you may need to upgrade. The certificate may not automatically load to your trusted certificates. in older versions of Eudora. Eudora is freely available on www.eudora.com OUTLOOK EXPRESS USERS Outlook Express users report that finding the place to enter the settings is not very intuitive. All settings are under “Advanced” except for for setting the authentication for outgoing mail. There is a separate button on the “Servers” tab for "outgoing server requires authentication" CERTIFICATE In some mail clients, the first time you check mail you may receive a certificate notice. If this occurs, do accept the certificate. This will add the Schlumberger security certificate to your Trusted Certificates. See "Eudora Users" above for details on how to trust the certificate in Eudora. WEBMAIL USERS - The URL address for Webmail has changed from https://pop.ssafara.net/ to https://ssa.mail.slb.com/ - Contents of web mailboxes will NOT be migrated. If you are primarily a webmail user and you wish to keep mail that you have stored on the server you will need to download this mail to your computer from pop.ssafara.net using a client such as Eudora or Outlook. Eudora client software is freely available from www.eudora.com. Settings for the old server are: incoming mail: pop.ssafara.net outgoing (SMTP) mail: pop.ssafara.net Outgoing mail requires authentication. ADDRESS BOOK FOR WEBMAIL USERS Address Books for Web users: Address books that are stored in Webmail will not be migrated at this time. Spouses who exclusively use the webmail may need to manually recreate their address books. The team is still looking for a solution to migrate personal address books. If no solution can be found, then an Excel file of your address book data will be dropped into your new SSA mailbox. Some programs, such as Outlook, can import the data from Excel, but others such as Eudora will not. We will not know for sure until the week of July 21 whether the address books can be moved from the old server to the new server webmail. In the meantime you will still be able to login to the old server on https://pop.ssafara.net to view your address book. PASSWORDS All password changes are currently handled by SSA Support. You will be able to change your own password, details for this will be announced shortly. OTHER INFORMATION – ACCESSING OLD MAIL – AVAILABLE UNTIL OCTOBER 31, 2008 You will still be able to download existing mail from the old SSA mail server on pop.ssafara.net until October 31. Note your username, email address and password on the old server remain the same as they were before the migration. If you need assistance or a password change to get to your old mail please contact SSA Support. Settings for the old server are: incoming mail: pop.ssafara.net outgoing (SMTP) mail: pop.ssafara.net Outgoing mail requires authentication. SUPPORT - Support is handled by the Jakarta Servicedesk - Email and Web-based support only (no call center) - Schlumberger Global Helpdesk analysts, if they receive a call, will reroute tickets to Jakarta – Company=SpouseConnect / Business Unit=SSA - Updated: August 5, 2008 4. How do I get my old mail? - Top You can get your old mail via the web interface on https://pop.ssafara.net/ If you want to download your mail to your computer before Oct. 31 when that server will be decommissioned, then you should configure a mail client such as Eudora or Outlook to get the mail. You can do this as a personality or secondary account. Mail settings for the old server are: incoming mail: pop.ssafara.net Secure sockes when receiving: If available, STARTTLS Configuration: POP (this will download the full messages) Uncheck 'leave mail on server' Uncheck 'skip messages over --k in size' - Updated: September 6, 2008 5. Who is eligible for an email account on ssafara.net? - Top Any spouse of a Schlumberger employee is eligible. Currently no new SSA email accounts are being created until the email migration is completed, on July 31, 2008. - Updated: May 28, 2008 6. What is the size limitation for attachments? - Top The size of each incoming email message to your account is 5MB. This size is reduced to about 3.6MB if you use the web interface https://ssa.mail.slb.com, because of the web overhead. - Updated: August 5, 2008 7. How do I change my email password? - Top All password changes are currently handled by SSA Support. You will be able to change your own password, details for this will be announced shortly. Your password must meet Schlumberger security standards. For more information about secure passwords, see Creating a Schlumberger Secure SSA Email Password - Updated: August 5, 2008 8. I can't send mail. Error is, 'Could not connect to "ssa.mail.slb.com" Cause: host is unreachable.' - Top Many of the larger ISPs require that their customers use their SMTP (outgoing) server setting to send mail. Alternatively, some ISPs will block outgoing mail ports, which can prevent you from sending mail from your SSAfara.net email account. Often you can fix this by simply call your ISP and asking them to unblock the port we use for SMTP, port 465. If you need to use your local ISP outgoing mail server setting, you can call them to get that information. Below are some of the more common ISP's SMTP settings. If your ISP is not listed here, check with them directly to obtain the setting. Enter this information in the Outgoing Mail (SMTP) setting in your Email program. AOL (UK) - smtp.uk.aol.com ATT - Ask them to remove the block for port 25/outgoing server Blueyonder - smtp.blueyonder.co.uk Breathe : mailhost.breathemail.net Bt Click : mail.btclick.com Bt Connect : smtp.btconnect.com Bt Openworld : mail.btopenworld.com Cox Communications - smtp.central.cox.net Demon : post.demon.co.uk Earthlink : smtp.earthlink.net Freeserve : smtp.freeserve.net IC24 : smtp.ic24.net MSN : smtp.email.msn.com Nildram : smtp.nildram.co.uk NTL : smtp.ntlworld.com Pipex : smtp.dsl.pipex.com Tesco : smtp.tesco.net Tiscali : smtp.tiscali.co.uk SBC - Call the SBC ISP and ask them to remove the block for port 465/outgoing mail TMnet (Malaysia) : smtp-proxy.tm.net.my Wanadoo : smtp.wanadoo.nl If your ISP is the French one called Free (www.free.fr) then you have to logon on to your account and untick "block outgoing smtp" in advance properties pages. ISPs that DON'T require you to use their SMTP setting: Total Speed (Denver, with national dialup) See also: Relay error when sending mail Certificate error when sending mail Eudora FAQ - Relay Error - This is a good explanation of the subject. - Updated: August 12, 2008 9. I can't send mail. Error is 'Relay not Allowed.' - Top Make sure that you have selected the option for "Allow Authentication" in your email program. This is a required security setting which allows the program to check your password when you send mail. Checking passwords when sending mail helps to prevent spam incidents, inhibiting the ability for others to impersonate you and send mail using your email address. To check that Allow Authentication is enabled: Eudora Tools --> Options --> Getting Started --> select Allow Authentication Outlook and Outlook Express Select Tools --> Accounts Select the mail tab and highlight your account by clicking on it Select Properties Select the Servers tab Select "My server reqires authentication" Click OK. Also see the Eudora FAQ on this subject: www.eudora.com/techsupport/kb/1593hq.html - Updated: May 28, 2008 10. I am getting too much SPAM. Can you stop it? - Top The new SSA mail server has had the perimeter spam rules applied (as per Schlumberger policy). So you should not see an increase in spam, but rather a significant decrease. In general, spam (which should be infrequent) should be reported to our Anti-Spam software provider, Sophos at is-spam@labs.sophos.com as a text attachment. This helps Sophos to define our perimeter rules, which evolve based on the current threats. Please note that forwarded message must be in attachment format (Forward as Attachment). A simple forward will not be accepted by the processing server at Sophos. To do this from the Outlook 2007 email client: Open a new email and address it to is-spam@labs.sophos.com Select the Attack Item icon Find the offending NDR mail and attach it. Send the mail. For Eudora client: Open the spam message. Click on the 'Blahblahblah' icon in the message toolbar. This will show you the full headers. Forward the message to is-spam@slb.com or not-spam@slb.com If the SPAM occurs very frequently, you may also contact SSA Support and the issue will be reviewed by the Global Messaging admin team with Sophos. Please do include only the spam header as a text attachment to your request. Please do not send SSA Support all of your spam, a sample will do. - Updated: August 1, 2008 11. Someone is using my email address to send SPAM. Can you stop it? - Top These emails that you are receiving are a result of spammers somewhere on the internet spoofing your SSA email address to send spam emails. These attacks tend to run for a couple of days and then cease when the mail servers relaying these messages on to Schlumberger put blocks on them. If we put filters in place to block these NDR (Non Delivery Report) emails at the Schlumberger perimeter we run the risk of blocking legitimate Schlumberger business email. We are currently working on alternative ways of dealing with these "backscatter" messages. You can help matters here by following the following procedure: Our Anti-Spam software provider (Sophos) has requested that you send some examples of your spam on to them for analysis. Can you please forward some of the spam messages (with their full mail header info) on to: is-spam@labs.sophos.com Please note that forwarded message must be in attachment format (Forward as Attachment). A simple forward will not be accepted by the processing server at Sophos. To do this from the Outlook 2007 email client: Open a new email and address it to is-spam@labs.sophos.com Select the Attack Item icon Find the offending NDR mail and attach it. Send the mail. For Eudora client: Open the spam message. Click on the 'Blahblahblah' icon in the message toolbar. This will show you the full headers. Forward the message to is-spam@slb.com or not-spam@slb.com - Updated: May 28, 2008 12. I have had many viruses sent to my SSA email account. What can you do about it? - Top Register for McAfee antivirus for your computer on www.shi.com/schlumberger For more information, see the Mcafee FAQ - Updated: May 28, 2008 13. How do I configure Eudora to check my email? - Top Download a document with settings and screenshots Eudora 5.2 Eudora 7.1 - Updated: August 5, 2008 14. How do I configure Outlook to check my mail? - Top Download a document with settings and screenshots Outlook 2007 - Updated: August 5, 2008 15. How do I check my email from a Web browser ? - Top Login to SSA Web Mail, or go to www.ssafara.net and click "Check Mail." Old mail will remain available until October 31, 2008. Old SSA Mail server - Updated: August 5, 2008 16. How do I forward my ssafara.net email to another account? - Top Mail forwarding to another account is not an available option for SSAfara.net email. - Updated: May 28, 2008 17. How do I upgrade Eudora? - Top First, back up your Eudora Mail folder. It's not required, but always a good idea. To back up the folder, go into Documents, and locate the Mail folder. Highlight the folder once by clicking on it. From the Edit menu, select "Copy." Select a folder where you want to store the backed up mail folder. Generally it's a good idea to use a folder called "Backup." Once you are in the folder where you want the backup mail folder to be stored, go to the Edit menu again and select "Paste." Rename the backed up mail folder. It's a good idea to include a date. For example, you could name it: Email-backup-19Sept2002 See the Eudora website Upgrading to 7.1 (Windows) Enter the configuration details for your account. - Updated: August 4, 2008 18. I’m confused and really need help. Who can help me? - Top IT support for Schlumberger spouses is handled by the Jakarta Servicedesk. Email and Web-based support (no call center) All spouse calls to Global Helpdesk re-routed to SSA Support in Jakarta. SSA-Support@slb.com If you have no email access and need help you can use the web based SSA Support form. If you are unable to send email or use the Web form, ask your spouse (the Schlumberger employee) to submit the request. An SSA Support representative will contact you to assist you with anything you need. - Updated: August 5, 2008 [e-Mail me the FAQs] - [Search our FAQs] - [Question Not Answered?]