If you’re having trouble with email, click the LIVE CHAT below, or give us a call and we’ll walk you through the settings or troubleshoot.



Many of answers to these questions require a basic understanding of how email works. Too often with computers, people are happy to learn how to use them, without any understanding of what is going on. This page will not attempt to make you an expert, but at least give you a basic understanding of how Internet email works.

Email works online in much the same way packages works in the outside world. You compose a letter or package and take it to the post office where trucks deliver it, and it sits waiting at the recipient post office until you stop by to pick it up.

An email message is composed on one computer, and transferred via the Internet to a mail server somewhere else. All your incoming mail, both wanted and unsolicited, resides here on our mail server in your POP mailbox waiting for you.

Offline Email:

When you use a program like Outlook, Entourage, or Eudora to download your email, your computer connects to our server, identifies itself as you, and asks for the mail. Your computer then receives the new messages by downloading them from our server to your personal computer. Think of it like walking to the post office and asking the clerk to hand you your mail.

Online Mail:

When you use our web-based mail system to read your mail, it’s like pulling up a chair at the post office itself and reading it there. You don’t transfer the messages to your computer at all. You read them directly off our server, over the Internet.

There are advantages and disadvantages to both systems. The online web-based mail server is less feature-rich, and reliant on your Internet connection, but it offers the ability to read and react to your email from any online computer, anywhere in the world. The advantages to using an email software program like Outlook, give you the power and flexibility of it’s feature-rich command system.

Q: What is the setting: LEAVE MAIL ON SERVER

Above, we listed two different ways to access your email.  One is to manage it all locally on your own computer, and one is to use the web interface and let the
mail reside on the Frogstar mail server.

A third option exists, which in some ways offers the best of both worlds. When you collect your mail from our server, it is possible to leave a copy of the messages there. This is analogous to asking the clerk at the “real world” Post Office, only for a copy of your mail rather than the original, which remains stored on the server. In essence, you maintain a local copy of your messages AND a remote server copy. This allows you to use local email software (like Outlook) with the power of those tools accessible to you, but also access your mail from a remote location via the web, when you need it, such as a friend’s house, your own cottage, or while on vacation escaping Canadian winters.

This setting is also handy for people who use more than one computer or mobile phone to retrieve their mail. You need to retrieve only a copy of your messages, in order for them to still be available for the second device at a later time. Your local computer connects, downloads the messages to Outlook, but a copy remains so that the Blackberry or phone device can retrieve them moments later.

On most computers, you can change the setting to automatically trim the online server backup to automatically delete all server messages more than a few days old.

Q: I see a message telling me “your mailbox is already locked”?

A: This error message appears most to people who access their email from two locations, or a personal computer and a mobile phone or data device. Like the queue line at the post office, only one request for email may be handled at the same time. If both your computer and phone attempt to retrieve your mail (or a copy of your mail as noted above), the second one will get a LOCKED error.  This error usually resets itself and allows the second device to check mail a moment later. If you get this error a lot, consider adjusting the POP mail check times to different settings, so both devices are not always requesting mail at the exact same time intervals.