Troubleshooting FAQs
IMPORTANT NOTE TO AOL, MSN,
COMPUSERVE AND SBC ISP USERS:
If you are using the built-in browser provided
by your ISP, you will NOT see My Mail Stationery or your toolbar. They
do not work with the built-in browser. Instead, you MUST:
1) Launch Internet Explorer 5.01 or above from your desktop.
(Don't have it?
Download here.)
2) Find your browser toolbar - it will have either a "My Web Search"
or "My Way Search" logo.
To use My Mail Stationery
in email: My Mail Stationery works with Outlook, Outlook Express, AOL
Mail 9.0, IncrediMail (using IE 5.5 or above), and most web-based email
platforms (using IE 5.01 or above), including the rich-text Editor
version of MSN Hotmail. (To learn more,
click here.)
How do I know if my version of My Mail
Stationery is compatible with Outlook, Outlook Express, AOL Mail 9.0 or IncrediMail?
To check that
My Mail Stationery
is compatible with your email platform, open a Compose/New Mail screen
using your email system.
My Mail
Stationery
is compatible if you see the navigation bar (with
Mail Stationery
button) in the Compose/New Mail screen. If you don't see it, first close
your email system, open it again, and check for the navigation bar.
Don't have the latest version of My Mail
Stationery?
Upgrade now!
I use Norton Internet
Security, Zone Alarm, or similar firewall/proxy software and am having
trouble downloading My Mail Stationery. Why?
The most common problem when downloading or installing My Mail
Stationery occurs when running such software. If you are running one of
these types of products, try temporarily disabling it, then go back to
http://www.mymailstationery.com to try the download process again.
You can reactivate your firewall/proxy software once the download and
installation of the My Web Search toolbar and My Mail Stationery is
complete.
I try to download My Mail
Stationery and the download won't start, or I get looped back to the
previous page when I click on Download Now. Why?
The most common problem when downloading or installing My Mail
Stationery occurs when running security software such as Norton Internet
Security, Zone Alarm, or other firewalls/proxy software.
If you are running one of these types of products, try temporarily
disabling it, then go back to
http://www.mymailstationery.com to try the download process again.
You can reactivate your firewall/proxy software once the download and
installation of the toolbar and My Mail Stationery is complete.
How do I remove stationery after I've added it to my email
message?
If
you add a stationery background to your email and then change your mind
and want to remove it, simply reopen your My Mail Stationery application
and click the "Remove" button at bottom.
Will My Mail Stationery work with
my browser?
My Mail Stationery
and your toolbar will work with Internet Explorer versions 5.01 and
above. (We encourage you to
download Internet Explorer 6.0.)
Note to IncrediMail Users: You must have
Internet Explorer 5.5 or above installed on your computer for My Mail
Stationery to work with IncrediMail.
Note to WebTV Users: My Mail Stationery does not function with the WebTV
interface.
Is My Mail Stationery
compatible with Macs?
Sorry, My Mail Stationery and
your toolbar are not compatible with Macs.
Can I add a stationery background in my instant messenger or
in a message board post?
No, My Mail Stationery is an email-only feature that is not
compatible with instant messenger platforms or Internet message boards.
Does My Mail Stationery or the toolbar include adware or spyware?
Absolutely not
- both My Mail Stationery and your toolbar include NO adware and NO
spyware.
Why can't I see My Mail Stationery - or the toolbar - on my browser?
If you have downloaded My Mail
Stationery and are not seeing the My Stationery button or the toolbar on
your browser, you may need to enable this toolbar through your browser's
menu. To do this:
1) Click
on the "View" menu option.
2) Select
"Toolbars".
3)
You will see either "My Web Search" or "My
Way Search" listed in the dropdown - make sure that there is a check
mark next to it. If there is no check mark, click on the toolbar name in
order to enable it.
If the toolbar does have a check mark but is not visible on your
browser, clear the check mark by clicking on the name of the toolbar.
Then repeat the steps above to re-enable it. The toolbar should now
appear. (Click
here to see a picture)
I can no longer see My Mail Stationery or the
toolbar on my browser. How can I get them back?
If you have
downloaded My Mail Stationery and are not seeing the My Mail Stationery
button or the toolbar on your browser, you are likely experiencing one
of two scenarios:
1) You did not close all your
open browsers once you downloaded My Mail Stationery.
Please do this now
and then reopen a new browser.
2) You
may need to enable the toolbar through your browser's menu.
To do this, click on the "View" menu option
and then select "Toolbars". You will see either "My Web Search" or "My
Way Search" listed in the dropdown - make sure that there is a check
mark next to it. If there is no check mark, click on the toolbar name in
order to enable it.
If the toolbar DOES have a check mark but is not visible on your
browser, clear the check mark by clicking on the name of the toolbar.
Then repeat the steps above to re-enable it. The toolbar should now
appear. (Click
here to see a picture)
I can't
find My Mail Stationery in Outlook/Outlook Express/IncrediMail. Where is
it?
If you cannot find My
Mail Stationery on your email system, please check the following three
items:
1) Have you successfully
downloaded My Mail Stationery? (Not sure?
Click here to download.)
If you have, close your email system. Then open it again and compose a
message. You should see the navigation bar with the My Mail Stationery
button in the Compose/New Mail screen. (Note: The navigation bar and the
My Mail Stationery button will not appear on the "main" page of these
systems.)
2)
Outlook users: If your default email editor
is MS Word, My Mail Stationery and the navigation bar may not appear
when composing a message. To change this, please do the following:
- Click on "Tools" from
your main Outlook application/window (not the one in your Compose
Message window) and select "Options."
- Click on the "Mail Format" tab.
- Uncheck the checkbox in the Message
Format area that says "Use Microsoft Word to edit e-mail messages."
(Click
here to see a picture)
- Click OK.
3) You have maximized
your Compose/New Mail window. Smaller size windows, especially in
Outlook Express, can hide the My Mail Stationery button. Maximizing your
window will show all your navigation buttons, and prevent the My Mail
Stationery window from obscuring your email text. To maximize, click the
" "
button on the top-right corner of your Compose page.
Note to IncrediMail and AOL Mail 9.0 users:
If you downloaded My Mail Stationery prior to 3/11/04, you will likely need to
upgrade to the latest version of My Mail Stationery. (It's free.)
When
attempting to insert a background using Outlook Express or IncrediMail,
I get the message "Sorry, My Mail Stationery can't add backgrounds to
this page." Why?
If you use Outlook Express: You are
on a read message page. You must be on a New Mail page to add
stationery.
If you use IncrediMail, you are likely
using an older version of Internet Explorer (Internet Explorer 5.01 or
below). You must be using IE version 5.5 or above. To upgrade,
click here.
Note:
If you downloaded My Mail Stationery prior to 3/11/04, you will likely need to
upgrade to the latest version of My Mail Stationery. (It's free.)
When I add a
background to an Outlook email, the message's font changes to Times New
Roman. How can I prevent this?
Your Outlook's Mail
Format settings need to change. This is an easy fix.
1) Click on "Tools" from
your main Outlook application/window (not the one in your Compose
Message window) and select "Options."
2) Click on the "Mail Format" tab at the the top of the Options window.
3) Select "HTML" from your Message format pull-down window. It will
likely be set to "Microsoft Outlook Rich Text."
(Click
here to see a picture)
4) Click OK.
Now when you add
stationery, your message's font will not change.
I get a blank screen
when I click the "Download Now" button to install this feature. What can
I do to resolve this issue?
You need to change your security
setting to Medium in order to successfully download using Internet
Explorer. Follow the instructions below to change your security
settings.
Why am I getting a message that tells
me "Your current security settings prohibit running ActiveX controls on
this page" - and how do I fix it?
If you're seeing this message, your browser's security settings do
not allow the download of ActiveX controls. You will need to change
these settings.
To do so, select Tools at the top of your browser, then select
Internet Options. Next, select the Security tab. Now move the slider
down until you have selected Medium security. Confirm by pressing the OK
button. (Click
here to see a picture)
Don't see a slider tab under Security? Instead, select Internet, then
select Custom Level. A window will pop-up. You now need to "enable" or
"prompt" the following:
1. Download signed Active X controls
2. Run Active X controls and plug-ins
(Click
here to see a picture)
When I attempt to use Internet Explorer's "Send Page by E-Mail"
and/or "Send Link by E-Mail" features, I don't see the toolbar or My
Mail Stationery in my email window. Is this normal?
Yes, the toolbar is not included as part
of these Internet Explorer features. To see your toolbar and
Mail Stationery button within a Compose/New Mail screen, you will
need to open that window directly from Outlook or Outlook Express, not
via your Internet Explorer browser.
When I try to access
my company Intranet site via my browser, I get search listings instead.
Why - and how can I resolve this issue?
In some cases, users who
have been trying to access an Intranet site using Internet Explorer are
getting search listings rather than the Intranet site, itself. If you're
experiencing this scenario, you will need to uninstall our Search
Assistant.
If you downloaded My Mail
Stationery on or after 3/11/04:
1) Find the "My Web Search" button on your toolbar and click the
down-arrow
2) Select "Enable/Disable
Features"
3) Uncheck the box next to "Search Assistant"
4) Click "Save Changes"
The Search Assistant feature has been disabled. Close all your browsers
and open a new one for your change to take effect.
The steps above allow you to disable this feature. (You can enable it
in the future by following the same steps and checking the box next to
Search Assistant.) If you wish to uninstall Search Assistant from your
computer, you will need to uninstall My Mail Stationery and your
toolbar. To do so,
see:
"How do I uninstall the toolbar and My Mail Stationery from all my
applications?" below.
If you downloaded My Mail
Stationery prior to 3/11/04:
1)
From your computer's Start button, select "Settings", then select
"Control Panel".
2) Double-click on the "Add/Remove Programs" icon.
3) Select "Search Assistant - My Web Search"**
4) Click "Remove." This toolbar feature has now been uninstalled.
**Some versions may
say "Search Assistant - My Way."
The Search Assistant feature has been uninstalled. Close all your
browsers and open a new one to access your Intranet site.
I'm using a new
version of IncrediMail and don't see the navigation bar or My Mail
Stationery.
If you downloaded My Mail
Stationery prior to 3/11/04 AND upgraded or downloaded IncrediMail
for the first time after Thanksgiving 2003, you will need to
upgrade to the latest version of My Mail Sta tionery.
(It's free.)
How do I remove the My Mail Stationery button from the toolbar?
First, find the "My Web Search" or "My Way Search"
button to the far-left of your toolbar. Click the small arrow to the
right of this button. From the dropdown, select "Add/Remove
Buttons". Now, uncheck the "My Mail Stationery" box in the Cool Tools
module. Click the "Finished" button and your My Stationery button will
be removed. You can always add it back at any time by repeating the
steps above and checking the My Mail Stationery box. (Click
here to see a picture)
Outlook, Outlook Express, IncrediMail and AOL Mail
9.0 users: The above steps will remove the My Mail Stationery
button from Internet Explorer only. To remove the button from your email
system, you will need to uninstall the navigation bar by following the
steps outlined below.
(See: "How do I uninstall the toolbar and My Mail Stamp from all
applications?")
How do I uninstall the toolbar and My Mail
Stationery from all my applications?
If you downloaded My Mail
Stationery on or after 3/11/04:
1) From your
computer's Start button, select "Settings", then select "Control Panel"
2) Double-click on the "Add/Remove Programs" icon
3) Select "My Web Search (My Mail Stationery)"
4) Click "Remove." My Mail Stationery and the toolbar have now been
uninstalled.
If you downloaded My
Mail Stationery prior to 3/11/04:
Depending on when you downloaded My Mail Stationery, you may be able
to follow the steps above. If these do not work, please do the
following:
Web-based email users:
To remove My Mail Stationery and your toolbar, you must do the
following:
1) From
your computer's Start button, select "Settings", then select "Control
Panel"
2) Double-click on the "Add/Remove Programs" icon
3) Select "My Web Search (My Mail Stationery)"**
4) Click "Remove." My Mail Stationery and the toolbar have now been
uninstalled. (Click
here to see a picture)
**Some toolbar versions may say "My Way Search" or "My Way Speedbar."
Outlook, Outlook Express and IncrediMail users:
To remove My Mail Stationery and the navigation bar from your email
system, you must do the following:
1) From your computer's Start button, select "Settings", then select
"Control Panel"
2) Double-click on the "Add/Remove Programs" icon
3) Select "My Web Search (Outlook, Outlook Express, and IncrediMail)"**
4) Click "Remove." My Mail Stationery and the navigation bar have now
been uninstalled from your email system. (Click
here to see a picture)
**Some toolbar versions may say "My Way Search (Outlook, Outlook
Express, and IncrediMail)" or "My Way Speedbar (Outlook, Outlook
Express, and IncrediMail)."
To remove My Mail Stationery and the toolbar from both your email system
AND your browser, you must do the following:
1) From your computer's Start button, select "Settings", then select
"Control Panel"
2) Double-click on the "Add/Remove Programs" icon
3) Select "My Web Search (My Mail
Stationery)"**
4) Click "Remove." My Mail Stationery and the toolbar have now been
uninstalled from your email system and your browser. (Click
here to see a picture)
**Some toolbar versions may say "My
Way Search (My Mail Stationery)" or "My Way Speedbar (My
Mail Stationery)."
How do I remove
the toolbar feature which provides suggested search listings when I
mistype or enter an incomplete word or URL into my browser?
If you downloaded My Mail
Stationery on or after 3/11/04:
1) Find the "My Web Search" button on your toolbar and click the
down-arrow
2) Select "Enable/Disable
Features"
3) Uncheck the box next to "Search Assistant"
4) Click "Save Changes"
The Search Assistant feature has been disabled. Close all your browsers and
open a new one for your change to take effect.
The steps above allow you to disable this feature. (You can enable it
in the future by following the same steps and checking the box next
to Search Assistant.) If you wish to uninstall Search Assistant from
your computer, you will need to uninstall My Mail Stationery and your
toolbar. To do so, please follow the steps in the question above.
If you downloaded My Mail
Stationery prior to 3/11/04:
1)
From your computer's Start button, select "Settings", then
select "Control Panel".
2) Double-click on the "Add/Remove Programs" icon.
3) Select "Search Assistant - My Web Search"**
4) Click "Remove." This toolbar feature has now been uninstalled.
**Some versions may say "Search Assistant - My Way."
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