Frequently Asked Questions |
General Questions:
Wireless PDAs, SmartPhones, and Cellular Carriers
What desktop software client should be utilized to access my IceMAIL account?
The best desktop software for computers running Microsoft Windows operating system is Microsoft Outlook 2003 or Microsoft Outlook 2007. Outlook 2003/2007 provides access to all of the features and power of Microsoft Exchange which is what IceMAIL is based on.
Any email software that supports POP or IMAP can also be utilized but POP and IMAP provide very limited features. Microsoft Outlook Express, Eudora, Netscape, and Thunderbird are examples of limited POP/IMAP email systems that do not support all of the IceMAIL/Microsoft Exchange service features.
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Can I upgrade to Outlook 2003 (provided free by IceMAIL) if my existing Microsoft Office Suite is an older version?
Yes, you can have Microsoft Office 2000 or 2000/XP and upgrade just the Outlook 2003 software. If you already have Microsoft Office 2003 installed on your PC, you probably already have Outlook 2003 installed and don’t need to download it from IceMAIL (you will still need to follow the configuration instructions).
If you already have Microsoft Office 2003, you can download the Outlook 2007 and upgrade just this Outlook software. If you already have Office 2007, the newest version of Outlook is included so you don’t need to re-download or install. Note that IceMAIL does not recommend installing Outlook 2007 onto a Windows computer running Microsoft Office 2000 or earlier—the difference in software versions is so old that it may cause problems.
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What is the difference between IceMAIL’s Exchange email service and other POP or IMAP email services?
IceMAIL is based on Microsoft’s latest Exchange Enterprise email system which goes well beyond the capabilities of POP, IMAP, or most free/low-cost web-based email systems. POP and IMAP refer to computer protocols where your desktop, PDA, or laptop retrieve email from an email server. POP and IMAP are both very limited in that they can only send/receive email and do not update/retrieve your calendar, notes, contacts, public folders, and many other features available in a “full” collaboration environment such as Exchange. Microsoft Outlook 2003/2007 is the preferred desktop software to communicate with Exchange and it utilizes the MAPI and RPC protocol which enables the use of calendar, notes, tasks, contacts, and public folders within Exchange. POP and IMAP only send/receive email and don’t even allow the more advanced options within email that Outlook and Exchange enable.
Many of the so-called free email providers on the web only offer access to your email accounts via the web or they charge just to retrieve mail via POP. Having a full version of Outlook 2003/2007 running at your desktop enables far more features, ease of use, and integration with other Windows applications. While many of these “free” or low-cost email providers on the web are increasing their mailbox storage/size limits, you would still be missing 80% of the capabilities provided by Outlook 2003/2007 and Exchange that make you more productive. Finally, don’t even think about getting your email, calendar, contacts, notes, and tasks synchronized to a wireless PDA/SmartPhone without an enterprise-class system such IceMAIL’s Exchange.
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Does IceMAIL support Macintosh or Linux-based computers?
IceMAIL supports both Macintosh and Linux-based computers. Apple Macintosh computers can utilize Microsoft Entourage or Apple Mail as the email client for your IceMAIL account. Entourage supports more functionality and will have your contacts, calendar, and other IceMAIL data synchronized to Entourage. Apple Mail is only an email software and therefore you will not be able to see your contacts and calendar data. Instructions Configuring Entourage are available in the IceMAIL Support web site How-To Guides.
Email from IceMAIL can be sent/received from any email software or computer brand as long as they support POP or IMAP email retrieval. Note that POP and IMAP are only for email sending and receiving and does not utilize the more advanced features of IceMAIL’s Exchange system such as calendars, contacts, tasks, notes, and public folders.
Non-Windows computers can also log into Outlook Web Access with web browsers such as Netscape, Firefox, Safari, and Mozilla; however, some features may not be available as they are exclusive to the Internet Explorer browser.
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Can I access my email account from the web?
IceMAIL provides a full web-based interface by simply going to mail.IceMAIL.com and logging into Outlook Web Access. This web-based interface looks similar to Microsoft’s Outlook 2003/2007 software but is completely web based so any computer with a web browser (Internet Explorer 5.5 or better recommended) can be utilized to access your account. Note that while the web-based version of Outlook is very functional, the full desktop version of Microsoft Outlook 2003/2007 has more features and integration with your other computer applications such as Microsoft Office.
Non-Windows computers such as Macintosh and Linux systems can also log into Outlook Web Access with web browsers such as Netscape, Firefox, and Mozilla; however, some features may not be available as they are exclusive to the Internet Explorer browser.
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How much storage space does IceMAIL allow for each account?
All IceMAIL accounts have 500 megabytes (MB) available for each mailbox. You will receive warning messages when your mailbox nears its maximum capacity. Additional storage space can be purchased if needed or you can archive your data to a local data file on your PC. Our current maximum mailbox size that you can purchase is 2GB because that is the technical maximum for Outlook and Exchange.
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Do I need Virtual Private Network (VPN) access into IceMAIL to use Microsoft Outlook 2003/2007 over the Internet?
No, Microsoft Outlook 2003/2007 running on a Windows XP computer can communicate with the IceMAIL servers via the RPC over HTTP feature without the need for a VPN account or the sometimes complicated login process. Older versions of Microsoft Outlook or Windows may require a VPN login prior to starting the Outlook email software. VPN access is provided free of charge to IceMAIL subscribers that need it.
A VPN connection can be created within the Networking area of the Wndows Control Panel. When you start a VPN connection, you effectively log into the IceMAIL network over the Internet so that all of your communications are encrypted and forwarded directly to IceMAIL using your Internet circuit. Without the VPN connection, your Outlook software would not be able to securely communicate with the IceMAIL servers. The VPN effectively creates a private tunnel between your PC and the IceMAIL network just as if you dialed the IceMAIL phone number and connected to us. Typically, you would start your VPN connection and then run Outlook to access your IceMAIL account. When you are done using Outlook, you would disconnect or end the VPN connection. With the RPC over HTTP features in Outlook 2003/2007, you don’t need the VPN connection at all and can start and stop Outlook anytime you want (most people just leave it running at all times so that you can see your new email as soon as it arrives).
Eliminating the VPN connection makes using Outlook 2003/2007 and connecting to IceMAIL much easier. In addition, because using a VPN means all of your Internet communications will try to go through the VPN connection to IceMAIL browsing the Internet or using Instant Messaging may not work until you exit Outlook and disconnect the VPN connection.
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Why is Microsoft Outlook 2003/2007 software recommended for use with IceMAIL? What about older versions of Outlook
Two features in Microsoft Outlook 2003/2007 provide dramatically improvements in the way Outlook communicates over the Internet to the IceMAIL Exchange servers. These features are “RPC over HTTP” and “Cached Mode Exchange”. Earlier versions of Outlook/Exchange do not have these features and will run slower when communicating with the IceMAIL servers of the Internet.
Microsoft Outlook 2003 or 2007 provide complete email, calendar, contact, task, note, public folder and hundreds of additional features that go well beyond what the Outlook Express, Eudora, Netscape, and other POP-only email software has. Many people run Microsoft Outlook 2003 or 2007 just to send/receive email from their POP or IMAP-based email accounts, however, without an Exchange server such as IceMAIL, you are using only a fraction of Outlook's capabilities.
Explanations are provided for RPC over HTTP and Cached Mode Exchange elsewhere in these FAQs.
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Is Microsoft Outlook 2007 supported and available for download from IceMAIL?
Yes, Microsoft Outlook 2007 is fully supported by IceMAIL and will be available for download free to all IceMAIL subscribers as starting in February 2007. You may run Outlook 2003 or Outlook 2007 to access your IceMAIL account.
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What is RPC over HTTP?
RPC over HTTP is a feature where Outlook 2003/2007 running on the Windows XP operating system can communicate through the Internet to the IceMAIL Exchange servers without the need for a Virtual Private Network (VPN) connection. Eliminating the VPN connection makes using Outlook 2003/2007 and connecting to IceMAIL much easier.
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What about Exchange 2007?
Microsoft Exchange 2007 is the newest version of their enterprise messaging system. IceMAIL will upgrade to this latest version of Exchange 2007 only have Microsoft has finished deploying the "hosted" version of the Exchange product. The "normal" version of Exchange 2007 was released in January 2007; however, to be a Microsoft-certified hosting provider, we are required to follow Microsoft's architecture and design for Hosted Messaging and Collaboration (HMC) which will not be released until several months after the "normal" Exchange 2007 is available to the public. Once the HMC system is updated for Exchange, IceMAIL will then begin upgrading our systems, web-control panels, online ordering, etc. with Exchange 2007.
What are the benefits of Exchange 2007 and do I need them? The truth of the matter is that most of the improvements in Exchange 2007 apply to the back-end server systems and have little effect or new features for IceMAIL customers. The new features that customers will appreciate are, for the most part, available in Microsoft Outlook 2007 which is already available. Customers will see little if any changes once Exchange 2007 is deployed but IceMAIL does recommend downloading the new Outlook 2007 software and start enjoying the new features.
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What is Cached Mode Exchange?
Cached Mode Exchange is a feature of Outlook 2003/2007 that stores a copy of all your IceMAIL data onto your PC’s hard drive and synchronizes everything in the background with the Exchange servers. This means everything you do in Outlook runs as fast as possible without slowing down because of the Internet or a slower dial-up connection. When creating a new email, for example, pressing the Send button briefly stores the email in your Outbox and you can immediately go to another task within Outlook 2003/2007. The email will be submitted in the background within a couple of seconds. The same thing occurs whenever you access your email, calendars, notes, tasks, etc. If for whatever reason, your Internet connection is interrupted or running slow, all of your data is still available as it is stored (also called cached) on your local PC’s hard drive. When the Internet connection to IceMAIL is restored, your Outlook 2003/2007 will automatically re-synchronize to the Exchange servers, send any email stored in your Outbox, and retrieving all new emails and data.
Cached Mode Exchange is particularly helpful when used on laptop computers since you can now leave Outlook 2003/2007 running, unplug from your office network and work off-line or simply close the laptop (put in sleep mode) and drive home or to another office location. When your laptop is plugged back into the network at another office or you connect to a Wi-Fi network (basically any network with an Internet connection), your Outlook data will be synchronized and all your email sent and received.
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Does IceMAIL filter out computer viruses and how effective is it?
Unlike many “free” or community-based email systems you may have at home (or for your small business), a large-scale enterprise email system such as IceMAIL are far more capable of virus protection. IceMAIL employs not just one but up to four anti-virus filters at the same time so we stop all known and many of the latest “not yet known” viruses before they reach your computer. As many computer viruses are transmitted via email, IceMAIL constantly monitors virus outbreaks and updates our computer systems several times each day just to stay ahead of potential virus outbreaks.
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Does IceMAIL filter out unsolicited or “spam” email and how effective is it?
IceMAIL employs an advanced anti-spam system in an effort to reduce spam email. We can all agree that most so-called “free” email systems do a horrible job at catching spam email but few people understand that spam is often self-inflicted as well. Every time you give away your email address or sign up for a web site, your email address may be sold or shared with hundreds or thousands of other companies. This and the fact that many “free” email companies sell your address themselves are the primary reasons you receive spam emails. IceMAIL will NEVER sell your email address and employs tight restrictions on spam. We do not allow our members to send spam and we employ the latest anti-spam technology to filter out as much as spam as possible from your email account. IceMAIL does NOT charge extra for this anti-spam feature as many providers do because we believe it benefits you and us to reduce email clutter, the disk space spam takes up, and the cost of transmitting those spam emails wirelessly for our many wireless customers. It is important to note that no anti-spam system can stop all unsolicited email traffic and on occasion, a spam filter might catch and quarantine a legitimate email.
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My company or customer network blocks me from retrieving outside email so how can I access my IceMAIL account?
IceMAIL is extremely flexible and can allow you access to your account via several methods.
- The recommended method is to access IceMAIL from within Microsoft Outlook 2003/2007 and configure what is called “RPC over http” This enables Outlook 2003/2007 to communicate with the IceMAIL servers over the standard Internet HTTP protocol which 99% of all networks allow. The network will not know the difference between your Outlook traffic and standard web (HTTP) pages.
- Secondary methods of accessing your IceMAIL account are to utilize the POP or IMAP protocols which Outlook 2003/2007 and most other email software products support. Refer to the IceMAIL support site for instructions on how to configure POP or IMAP.
- If your network or customer site blocks POP and IMAP communications, IceMAIL supports alternate-port POP and IMAP. When POP and IMAP blocking is done on a network, it is normally performed by configuring the network firewall to look for the normal TCP/IP “port” numbers used by POP and IMAP communications. By utilizing different “port” numbers for POP and IMAP communications, the network firewalls will no longer block your email traffic.
- You can first connect to IceMAIL via a VPN connection (refer to our support site for instructions) and then run your email client software. Since all the traffic is “tunneled” inside the VPN connection, the network will not block your Outlook, POP, or IMAP traffic (this assumes the network you are on is not blocking VPN traffic in general).
- Finally, you can use IceMAIL’s web-based version of Outlook using any web browser (Internet Explorer 5.5 or better recommended). Since you are simply accessing a web page on the Internet, 99% of all networks will allow this access.
One note of caution: the reason some companies block email traffic to systems outside of their network is to prevent viruses from coming into the internal network. By blocking access to “outside” email systems (notably some of the “free” ones), users are much less likely to have computer virus infections as it is assumed that the official corporate email system is more secure. IceMAIL employs the very latest anti-virus and anti-spam filters to prevent the transmission of harmful emails so we are equal to or better than many so-called “safe” internal company email systems. Nomatter computer network you are using nor technique above you utilize to access your email, you should always be careful of what file attachments you attempt to open within email and always ensure you have an anti-virus product running on your local PC as well.
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How to I transfer an existing domain name, that I already own, to IceWEB?
If you requested to transfer an existing domain name to IceWEB, a confirmation email will automatically be sent to the administrative contact that is on file with the original registrar/provider of your existing domain. Please be sure to unlock your domain with your existing domain registrar and you must request a transfer authorization code (this is often found within the web-control panel of your existing domain registrar). You must forward the transfer authorization code along with the codes from the confirmation email to IceWEB Customer Service at support@icemail.com. We cannot complete the domain transfer without the authorization code from your registrar and both codes from the confirmation email.
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Wireless PDAs, SmartPhones, and Cellular Carriers
What is the difference between Blackberry, GoodLink, ActiveSync and other wireless email services?
Blackberry, GoodLink, and ActiveSync are all software systems that run on IceMAIL servers and on handheld PDA devices and are designed to send/receive and synchronize your entire IceMAIL account with the wireless handheld PDA.
Blackberry is a product of Research in Motion and the name Blackberry refers to the software and the actual handheld PDA brand. RIM Blackberry devices come with basic POP email send/receive capabilities free with the base device/PDA. The optional Blackberry synchronization service from IceMAIL enables complete synchronization of the email, sub-folders, calendar, and contacts wirelessly without the need to ever cradle-sync to your desktop. GoodLink is another leading wireless synchronization software system that runs on numerous Palm, HTC, Motorola, Nokia, and other brand PDA devices. GoodLink provides functionality similar to Blackberry but does not run on RIM Blackberry devices. ActiveSync is Microsoft’s built-in synchronization software and is free of charge for customers with Microsoft Windows-based PDA devices.
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Can I use my existing wireless PDA with IceMAIL?
If your PDA supports wireless Internet access or has cellular telephone functionality, it will most likely support IceMAIL. The latest generation of Palm Treo and PocketPC Phones that support GoodLink and Blackberry provide for the best in wireless email capabilities. SmartPhones which run a version of Microsoft Windows Mobile are supported through our ActiveSync service. Any PDA or cell phone that can send/receive POP or IMAP email can also work with IceMAIL but will have limited capabilities compared to PDAs that support GoodLink or Blackberry. Finally, any PDA or cell phone that has a web browser can access IceMAIL via WAP or Outlook Web Access; however, these are not nearly as user friendly as the GoodLink, Blackberry, or ActiveSync solutions.
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What do I need to do to have IceMAIL’s GoodLink or Blackberry installed that my current wireless PDA/SmartPhone?
During the online sign-up process for IceMAIL, you need to indicate how many PDA devices that you wish to have the optional GoodLink or Blackberry installed for. You can also sign-up for wireless services and/or software after your IceMAIL account is active my logging into the IceMAIL Control Panel and add the GoodLink or Blackberry feature. You may also call or email IceMAIL Customer Service to add these options.
Once your account is enabled for the GoodLink or Blackberry service, you will receive notification via email with instructions for downloading the software directly onto your PDA. Once installed, it may take up to 2 hours to fully synchronize all of your data this first time (updates after this initial sync are almost immediate as only “new” or “changed” data is sent).
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How do I configure Microsoft ActiveSync services on my wireless PDA/SmartPhone?
ActiveSync is supported only on Microsoft Windows Mobile-based PDA devices. You can view or download the Configuring ActiveSync for Windows Mobile Smartphone instructions from the IceMAIL support web site. There is no charge for the ActiveSync service.
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Some cellular/wireless companies and email providers offer real-time live access to email—how does IceMAIL differ from this? What about real-time access via my wireless PDA/SmartPhone?
IceMAIL does provide real-time live access to your entire account and not just email, but your calendar, tasks, contacts, and notes. For wireless PDA/SmartPhone access, you can still access your IceMAIL account via a web browser logging into Outlook Web Access or Outlook Mobile Access (i.e. WAP).
While many vendors would have you think this real-time access for your PDA is a good thing, our years of experience and thousands of customers disagree. What you really need for your wireless PDA is the ability to send/receive email, appointments, contacts, notes, etc. while you are on the go. This means your PDA/SmartPhone will be in and out of cellular/wireless coverage as you travel/move. Trying to use a “real-time” or browser-based access to your email requires you to have a perfect cellular/wireless signal (i.e. don’t move) or else you will suffer web timeouts, dropped sessions, etc. Even with a “perfect” cellular signal, the browser-based web systems for PDAs have a pretty miserable user interface that is difficult and cumbersome to work with.
Through services such as GoodLink, Blackberry, or ActiveSync, you can use your PDA to send/receive information at your leisure using a superior, specially designed for mobile PDAs, software interface. The emails, appointments, etc. that you send/receive are synchronized to your IceMAIL Exchange account in the background. Should you have a less than perfect cellular signal or be on an airplane, the data will be sent/updated as soon as your PDA is back in cellular coverage—you won’t even realize that your PDA goes in and out of coverage (which is just a fact and not a criticism of the cellular/wireless carriers).
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What is the difference between PDA devices sold by multiple cellular carriers? What is the difference between GSM and CDMA cellular phones/PDAs?
Each cellular/wireless carrier investigates and certifies PDAs and SmartPhones for use and sale on their network. Often times, one carrier will get an exclusive agreement with a PDA manufacturer for 90 days prior to any other carrier being able to also sell the same device. Sometimes a carrier changes one or two features of a PDA before selling it so you shouldn’t assume the same device as the exact same specifications between different carriers.
While many PDAs or SmartPhones are sold under different brand names and different carriers, one of the keys to determining the right carrier and phone for your needs is that cellular technology in use. Without going into a “history of cellular phones”, most modern phones in the U.S. are digital and use GSM or CDMA technology (with the exception of Nextel which uses a proprietary iDEN technology and thus their phones/PDAs cannot roam onto other networks). Some cellular providers (including AT&T and Cingular) exclusively used TDMA technology but have quickly ramped up their offerings so that GSM phones now dominate their offering (particularly for the PDA/SmartPhone devices).
GSM phones and PDAs are capable of being utilized around the world as most other countries adopted this technology years ago (the U.S. didn’t have widespread support for GSM until a few years ago). CDMA phones will work throughout the United States and Canada but will work in very few foreign countries. This doesn’t make CDMA any better or worse of a technology but just compare these technologies to the Metric system which the world embraced but the U.S. didn’t at first (still?). So, if you plan to travel Internationally with your phone/PDA, you may want to chose a GSM cellular phone and carrier. GSM providers in the United States include Cingular, AT&T, and T-Mobile. CDMA providers in the United Stated include Verizon and Sprint.
All of the major cellular providers now have data service plans that utilize their high-speed cellular data networks. This allows your PDA/SmartPhone to send and receive data which means you can browser the Internet, use instant messaging, send text messages, etc. Data plans range from around $15/month to $50/month for the average PDA/SmartPhone. The speed of your web browsing experience via the cellular network/carrier will range from 56k (dial-up modem speeds) to over 700kbps for the newer UTMA and EVDO data services. Faster data networks are always being built and enhanced from each provider but often, this will require a new cellular phone/PDA to take advantage of the faster networks when they are operational.
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Will my PDA/SmartPhone work in other countries (outside the U.S.)?
Refer to the previous FAQ on differences between cellular technologies such as GSM and CDMA. Most of the world supports GSM technology so your PDA/SmartPhone should “roam” onto these networks; however, you may pay hefty fees for international roaming. The SIM card in your GSM device may need to unlocked (contact your cellular provider for this) in order to roam onto foreign carriers. CDMA is not nearly as popular overseas as it is in the U.S. and is even less likely to function outside of this country (Japan is one of the few countries that doesn’t support GSM but uses CDMA instead)..
If you travel internationally often, you may want to inquire with your U.S. cellular carrier to see what kind of international roaming plans you can get. You may also be able to purchase a SIM card for your GSM phone from a provider in the country you are traveling to frequently so keep your rates low (this may prevent your data, GoodLink, or Blackberry service from functioning since a new SIM card basically changes your identity/phone number until you switch back to your primary SIM card).
Roaming onto other carrier networks within the U.S. and even internationally has become almost automatic with little or nothing for you to do to keep your voice capabilities going. For data services, roaming is less than perfect at this time. When you roam off of your primary cellular provider’s network, your voice communications may work but your data may not work at all. This is because the cellular provider in the location you are “roaming” to does not know about your U.S.-based cellular provider’s data plan or how to route your data traffic. These roaming of data services issues should improve over the next few years but is still an issue in some countries.
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My PDA/SmartPhone has stopped synchronizing with IceMAIL and/or stopped receiving email?
This sometimes occurs when your PDA has limited cellular data signal or has been out of coverage for a period of time. Basically, your PDA running ActiveSync, GoodLink, or Blackberry is constantly attempting to communicate with our IceMAIL servers via the cellular provider data network. When you are out of data signal coverage or have a weak signal, the PDA occasionally “gives up” or cannot reestablish a connection to the cellular data network. One way to verify this has occurred is that your ability to browse the web via the built-in Internet browser on your PDA probably won’t work either if you phone has limited or no cellular data signal.
If you are sure there is cellular data coverage/signal where you are located, you may just need to reboot your phone (not a hard reset which would clear your data—just a “soft” reboot). Also remember that you may have a voice cellular signal meter on your PDA which might show a strong cellular signal but most PDAs do not have a meter for “data” cellular network coverage. This means that there are areas where you might have a good cellular coverage signal showing on your “signal meter” but you might not have cellular data coverage. Contact your cellular service provider for further information or troubleshooting tips.
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Does IceMAIL's BlackBerry Enterprise Service support Mobile Data Services (MDS)?
The BlackBerry Enterprise Server (BES) provided by IceMAIL does not support MDS access? Your BlackBerry device is completely capable of browsing the Internet and using any Internet-based data services; however, MDS is not supported as it represents a computer security risk. The MDS service is essentially a "proxy" service whereby all traffic goes to the BES server and then out to the Internet. IceMAIL has instead allowed your BlackBerry device to go directly to the Internet rather than need the MDS to proxy. This actually improves performance and compatibility for many applications; however, any third-party application that still requires the MDS service may not be able to function through our service. More and more BlackBerry-based software are begin written so that they do not need the MDS service so we recommend you check with the software manufacturer to see if they have the ability to use the Internet directly on your BlackBerry (instead of using MDS).
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