For quick reference, please view some of our commonly asked questions. If you cannot find what you are looking for, then please feel free to contact us.
Why does my website take so long to load?
There could be a variety of things that may slow down the performance of your website and cause pages to load slowly. Some things you can look for are the file sizes of your graphics. Make sure they are optimized for the web. A 100K image will take 10 times longer to load than a 10K image. Most web optimized images can be reduced to under 20K. If you are using a CMS site like WordPress, the number of plugins you have active may reduce the overall performance of your site. Make sure to deactivate any unused plugins. Other factors that contribute to performance would be the available bandwidth to your web server, visitor traffic, network congestion and server utilization. If you are connecting to a site using a slow connection, such as dial up, then the pages will load significantly slower than a high speed connection such as DSL or Cable internet. If you are experiencing less than optimal performance from your website, please contact us and we can help troubleshoot and determine what the cause(s) may be from.
How to I get Entourage to cache Public Folders? Every time I close and reopen Entourage, it requires downloading all of the data in the Public Folder that I am accessing.
You may right-click on the Public Folders you wish to cache and add it to your Favorites or you may subscribe to that folder. Doing so will enable caching of that folder and won't require Entourage to download a copy of it's contents each time you open up Entourage.
How do I empty my Trash or Deleted Items folder?
In webmail, right click on the the deleted items folder and choose "Delete All". In Apple Mail, Entourage, Outlook, etc. you can either right click on the folder and choose to empty folder or in the File menu there should be an option to empty or delete your Trash and/or Deleted Items. Alternatively, we off the option to have rules setup on your account to automatically purge Deleted Items when they reach an age, as defined by you.
Is my email service secure?
Big Mountain takes great steps to ensure your data is secure. We encrypt all of our mail servers with SSL certificates, so your data and passwords are always protected. However, always take precaution with your password, make sure you always log out of webmail when you are finished and be careful of opening up any strange messages which may contain attachments/viruses.
How do I setup CardDAV in Apple Address Book?
CardDAV account in Apple Address Book on Mac OS X 10.6 can not be configured manually. It’s necessary to use an auto-config tool for Apple Address Book from the integration page for Mac, found under settings in your Kerio Connect webmail.
How do I setup my Kerio Connect account onto my desktop client (Outlook, Entourage, Apple Mail, etc.)?
Please download a copy of the End User Guide found in the Downloads section under Support. This guide will provide you step by step instructions for all of the compatible desktop clients. The mail server host name will either be kerio.bigmountainmail.com, kerio2.bigmountainmail.com or kerio3.bigmountainmail.com depending on which server handles your mail. SSL option is supported and recommended. If you do not know which server to choose, please contact Big Mountain for assistance.
How can I access my web server via SSH?
For security purposes, SSH is disabled in our servers. Since Big Mountain provides a managed hosting service, please contact us for assistance.
I want to make changes to my web hosting settings, how do I do this?
Many settings may be modified using the Web Control Panel. However, Big Mountain provides a managed hosting service meaning that we will gladly make any changes to your settings that you wish. Contact Big Mountain for assistance.
What are my FTP settings?
The FTP server is ftp.bigmountainhost.com and your username/password was assigned to you when your account was first setup. If you do not know your username/password, please contact Big Mountain for assistance. Sometimes, depending on your network, it may be necessary to use passive FTP. Most FTP clients may be used.
I lost my password, can you provide it to me?
Typically, Big Mountain cannot view your passwords because they are encrypted for security. However, we can certainly reset your password for you. Contact Big Mountain for assistance.
How do I view my website statistics?
Under Manage My Account, go to Web Control Panel and log in. Click on Log Reports and select your domain.
My credit card on file is going to expire. How do I update it?
Our billing system will automatically notify you when your credit card is about to expire. You will have the option to update your card information at this time. Additionally, you may contact Big Mountain and we can manually key in your new card information.
Can I setup auto-pay?
Yes. You may pay your invoice online via Visa, Mastercard, Discover or American Express by logging into Online Billing under Manage My Account. When you submit payment, you will be given the option to pay future invoices. Select this option and all future recurring invoices will be paid automatically. One-time invoices are not automatically paid and these will continue to need manual payment.
How long are quarantined messages stored in the firewall?
Quarantined messages are stored in the firewall for 21 days. During this time, you may view or release a message through the quarantine reports or through the MailFoundry admin console. After 21 days, the message is automatically purged from the firewall and becomes unavailable.
Why do some messages allow me the option of Release and Report and others only Release? What is the difference?
If a quarantine report allows you to Release and Report, then that would typically fall under the Junk category. This means that the firewall scanned and determined the message to be junk, based on spam definition rules. Clicking on Release and Report will deliver the message to your inbox and will also send a copy of the message to MailFoundry, so that they may analyze it and create new spam definition rules. If it only allows you to Release the message, then that means that the message was quarantined due to RBL, Virus or a user defined filter rule. These messages were not quarantined due to spam definition rules and therefore, has no information to report to MailFoundry. Clicking on Release will only deliver the message to your inbox.
Good messages are being quarantined under RBL. What is RBL and how do we fix this?
RBL stands for real time blacklist. If you have good messages being quarantined under RBL, that means that the sender’s mail server has been blacklisted. Notify the sender, so that they may take steps to resolve this with their mail service provider or IT administrator. However, we can whitelist the sender’s email address or domain name, bypassing the RBL scanner. Contact your IT administrator or Big Mountain for assistance.
I have recently started receiving a lot of spam. What can I do to reduce this?
If you receive a spam message, please forward the message to spam@mailfoundry.com, so that the MailFoundry engineers can create new spam definition rules to help combat the spam.
What is my username/password for the MailFoundry firewall?
We do not automatically assign user access to the firewall. Please contact Big Mountain to request a username/password if you do not already have one.
How do I whitelist an address in the MailFoundry firewall?
Under Manage My Account, you may log into the MailFoundry firewall. You will need a domain username/password. Navigate to the Message IQ tab and Whitelists will be the first available option. If you do not have a username/password, please contact your IT administrator or Big Mountain for assistance.
I am hosting my dns through another host, but you are hosting my email service. What should I change my MX records to?
mailfoundry.bigmountainmail.com (primary MX), mailfoundry2.bigmountainmail.com (secondary MX)
I want to host my dns records myself or through another hosting company. Can I do this?
Yes, you may host your dns records through anyone. Contact Big Mountain for assistance.
What are the host names of your nameservers?
server1.bigmountainhost.com, server2.bigmountainhost.com
How do I transfer my domain to Big Mountain?
Big Mountain is not a domain registrar. You cannot transfer your domain to Big Mountain, but you can point your domain to our nameservers after we have setup your dns records.
