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AlertMail
1. Signing up for AlertMail
1.1. System Requirements
In order to use AlertMail, you must have a web browser that is capable of using a secure site or SSL, and have support for cookies turned on. All of the major web browsers have been tested with AlertMail including Internet Explorer, Firefox, Netscape, Opera and Safari. You also need a primary email address that supports full length messages and is not size limited like a cell phone or pager. You can create additional email accounts that do support a cell phone or pager after you signup. All types of email accounts including POP3/IMAP and web based services like Hotmail and Yahoo will work.
All of the major operating systems have been tested including Microsoft Windows, Apple OSX, and Linux/Unix. You must provide your own Internet connection in order to use AlertMail, and dialup or highspeed service will work. Some mobile phone web browsers will work with the AlertMail web interface, but at this time they are not supported.
1.2. Initial Steps
To signup for AlertMail, click on the link for AlertMail on the AlertSite menu. This will connect to the AlertMail secure site and display the Login screen. Click the New User - Sign Up link to begin the new user process. If you can't connect to the AlertMail secure site, please ensure you are using a supported web browser, with secure site/SSL support, and you have allowed browser cookies. If you are still having difficulties connecting, please try accessing AlertMail from a different computer. If this new computer works, then after signing up, contact us with the details of your original setup so we can investigate further.
Also, before you begin the signup process, please take a moment to review our Privacy Policy and AlertMail's Terms of Service. You will be providing us with some personal data, such as your name and email address, and our Privacy Policy outlines how we are committed to ensuring this information remains secure.
Finally, if you encounter any problems during the signup process, please go back and try again. You can also contact us with any problems or concerns you have, via the Contact link at the bottom of the web page. Please fill in all of the requested fields and provide us with as much detail as possible.
1.3. Registration Codes
The Registration page of the New Signup Process, asks for a Registration Code. Most AlertMail systems are open systems which do not require a registration code. A registration code is used to allow custom and/or predefined AlertMail settings for a group of users. For instance, a large organization might have several hundred people using AlertMail. Through the use of a registration code, these users can all have similar settings defined, and be grouped accordingly. If you have been given a Registration Code, please enter it on this screen. If you do not have a code, ignore this field and continue with the signup process.
1.4. Location Map
As part of the AlertMail signup process, the User Info page will ask for some optional detailed location information. You should enter your home address as your primary map location. This map info is used by local authorities to target alerts during an emergency to those people in the area that is most affected. For instance, if a boil water advisory is issued for a particular area of a city, using this location information, the local health unit can send notices directly to those affected. This greatly enhances the capabilities of the alert system.
However, there may be some concerns about providing this personal information. Please read our Privacy Policy for details on how we safeguard user information. Your address information is translated into geographic coordinates and this is the only information made available to local authorities. If you have any privacy concerns, please contact us.
When entering your detailed location information, please fill out all of the fields properly. Spell out the full name of your City and State/Prov. Enter your Postal/Zip code with no spaces. Ensure you properly spell your full street address, for example: 123 Main Street. Following these steps will ensure the map searching program can find your address.
After entering your information and pressing the Map Search button, you should see a map displayed with your location noted on the map. If there is an error finding your address, please try inputting your information again, following the guidelines carefully. If the system is unable to find your address, fill in the fields as completely as possible, and just continue to the Next entry screen. There are some areas that aren't covered by the address search, such as new subdivisions, and when this information does become available, the AlertMail system will use it.
1.5. Account Information
The entry of your email address, password and verification value are the key parts of the AlertMail signup process.
You should enter your primary email address, one which supports full size messages. Do not use a cell phone or pager address here, as these types of accounts are size limited. You can add a secondary address for a cell phone later. Your email address is used to gain entry to the AlertMail web interface to manage your account. You have the option of receiving Alerts Only or Warnings and Alerts. The Alerts Only setting means you will only receive high priority alerts. If you want to receive Warning messages in addition to Alerts, choose Warnings and Alerts. This setting will increase the number of messages you receive from the AlertMail system as there are more warnings posted than alerts. You can change this setting at any time.
Choosing a good AlertMail password is important to safeguarding your account. It should contain letters and numbers and should not be easy to guess. Do not share your password with anyone. If you suspect any tampering with your account, change your password immediately and contact us.
The Verification Code is a special value that is sent with each AlertMail message. Whenever you receive an alert from AlertMail, this unique code of your choosing should be at the top. This ensures that a message is actually coming from the AlertMail system and is not a forgery. If you receive an alert message with a missing or incorrect code, you should treat this message as suspicious. You can select any one of several Verification Types and then enter the corresponding Code of your choice. Do not share this code with anyone.
1.6. Area Filtering
Alerts are always issued for an affected area. In most cases this area is a predefined value, such as the entire coverage area of the alerting system, or a specific section like a whole Town or City. Some alerts, usually the most serious, use the pinpoint targeting of the Location information you have already entered, but most alerts are issued for a larger general area.
The area filtering page allows you to customize the areas you are most interested in. You can choose to get alerts for the whole area covered by the alert system, or only selected sections. For instance, you might want to receive alerts for the area in which you live, as well as the area where you work, and where your children go to school. You can select as many areas as you want, and the area maps provide additional details.
The benefit of using area filtering, is that it reduces the number of alert messages you receive. If you are not affected by an alert, then you don't receive an alert message. You can adjust these filters at any time, and they allow you to tailor the AlertMail system to fit your individual alerting needs.
1.7. Activation
After you have confirmed your AlertMail signup information, and read and accepted the AlertMail Terms of Service, you will receive an Activation Email. This email will include a web hyperlink with an activation code. You need to click this link, and activate your account using the provided code. Once activated, you will receive a Welcome email, and your AlertMail account will be fully operational.
If you are having trouble receiving this Activation email, the most likely cause is spam blocking software. You should check your spam email folder to see if the Activation email has been misidentified as spam. This is a common problem and can be prevented by adding the AlertMail system to your "white list". Further information on spam filter problems is provided in the AlertMail knowledge base.
If you are having problems activating your account, please use the Contact Us form, and provide the full details of your New Signup, such as your name and email address.
2. Using AlertMail
2.1. Logging into the AlertMail web interface
Your AlertMail account is managed using the AlertMail web interface. You must use a web browser with secure site/SSL capability and have browser cookies enabled. Login using your primary email account address and your account password. Once you have logged in, you will be directed to your AlertMail account page. When you are finished using the AlertMail web interface, please use the Logout link, located at the top left of your screen to close your AlertMail session.
If you are having problems logging into AlertMail, you should follow the error prompts that appear in red text beside the email address and password boxes. These prompts will tell you what is wrong. Make sure you are spelling your email address and password correctly and that you are using the proper upper or lower case letters, check Caps Lock. You will only receive a limited number of attempts to login to AlertMail before the system will deny you further access. This is a security feature to prevent other users from trying to break into your account by guessing your password.
If you are unable to login, please use the Contact Us form to submit your problem, and include as much detail as possible.
2.2. Forgot your password?
If you have forgotten your AlertMail account password, use the "forgot your password" link on the AlertMail login page. You need to enter some details about your account in order to verify your identity. Once you have properly filled in the Account Password Reset fields, you will be sent an email with your new temporary password. You should follow the instructions in this email to login to AlertMail, and change your temporary password to something of your own personal choice.
If you receive an account password reset message, and did not request a reset, it may indicate that someone was tampering with your account. Please contact us and provide the reset message's information.
2.3. New User Guide
The New User Guide has been created to introduce you to AlertMail and its features, and answer many of the questions new users have. You can refer back to this guide for any questions you have while using AlertMail, in addition to the other resources in the Help section. Every AlertMail user should read this guide. It will answer the majority of your AlertMail related questions, and give you the background knowledge to begin using AlertMail effectively. The New User Guide is available in the Help section of the AlertMail web interface.
2.4. Updating your Account Info
Upon logging into AlertMail, you will be directed to the Account Info page. From here you can update your name, location and address using Edit User Info, change your password with New Password, change your verification code with Edit Verification Code, and close your AlertMail account. The 3 most recent AlertMail messages are displayed at the bottom of the page. You can also select the Email Addresses and Alert Feeds sub-menus which allow you to change these types of settings.
Whenever you make any changes to your AlertMail account, you will be presented with a confirmation page. This page will detail the changes you are making and ask for a Yes or No to proceed. If you are unsure about making any change, please click No, and you will be redirected back to the main page. If you click Yes, the AlertMail system will attempt the change, and report either the success or failure of this change to you. This will appear in a yellow highlighted box at the top of the screen. If you receive an error, please attempt the change again. If this second attempt fails, please report the problem to us. Provide the date and time the error occurred and as much detail as possible.
2.5. Closing your Account
If you no longer want to receive AlertMail messages, you can close your account using the Close Account button on the AlertMail account info page. You must use the web interface to close your account. Attempts to close your account by replying to alert messages will fail, since this address is only used for outgoing messages.
If the reason you are closing your AlertMail account is because you are receiving too many messages, there are filters available to help resolve this. You should make these changes to AlertMail before you decide to close your account, as this may resolve your concerns. Setting your email addresses to "Alerts Only" and selecting a specific area, will ensure you only receive the highest priority messages that directly affect you.
As part of the Account Closing procedure, you will be asked to enter any comments you have about the system, prior to closing. Please provide us with any comments/reasons you have for closing your account and anything we can do to improve the system. The next page will again ask you to confirm the account closure. Once closed, you will receive a final email from AlertMail that acknowledges the account closure, and you will no longer receive AlertMail messages.
2.6. Message Log
The 3 most recent AlertMail messages are displayed on the Account Info page. You can also click the "more" link at the bottom for the 10 most recent messages. This Message Log displays several key pieces of information you can use to find the cause of any AlertMail problems you are having.
Each log entry includes the alert feed that sent the message, the identifier code and event type, the date it was sent, and the status of your AlertMail email addresses. For each email address you have added to AlertMail, you will see a status value. For instance you might have 3 addresses, so you'll see "Sent, Sent, Sent" in the status value. The status value "Sent" means that AlertMail sent the message to you and had no delivery problems. This doesn't mean you'll receive the message, since it might get blocked by a spam filter, or have some other problem along the way. But as far as AlertMail is concerned, it sent the message successfully.
The status value "Filtered" means that this message wasn't sent to an email address because of an AlertMail filter that was in place. If a message is being wrongly filtered, you should check the settings for that email address and adjust them to properly include future messages. The filtering might be caused by the message level, area, or event type.
If there is an error sending a message to any of your AlertMail email addresses, an error message in red text will appear in the status value. Common errors are email addresses that are no longer active and email is being returned. You should correct the email address, or remove it all together.
2.7. Email Addresses
The Email Addresses sub-menu of the AlertMail web interface allows you to manage your AlertMail email accounts. You can have 3 email addresses associated with your AlertMail account. The primary account cannot be deleted. You can choose from a limited number of message format options for a primary account as it must be a fully capable email account. Use the "Add" button to setup additional accounts such as for a cell phone, pager, work, etc. These additional accounts can use additional message formats, and also use the late-night filter.
The 3 main format types are Full, Summary, and TXT. A Full message provides all of an alert's details in the message and is a suitable format type for a regular email account. A Summary message, only displays the alert's headline, area, and any special instructions or values, and is a suitable format type for a regular email account, or a handheld device such as a BlackBerry. A TXT message is a very short format designed to fit the size limitations of SMS messaging devices such as cell phones or pagers. The late-night filter option is available for additional accounts, and will prevent sending Warning level messages between the hours of midnight and 6am. This is useful for a cell phone or pager account, as high priority alerts will still be sent, but a smog warning at 2am will not.
If you are having trouble receiving AlertMail messages, select the email address having problems, and click the Test button. This will report any problems AlertMail may encounter, and you can check your end for proper email reception. If AlertMail is having trouble sending to your email address, the cause will be outlined on the email address page. Please follow the suggested steps to correct this problem.
2.8. Cell Phone Alerts
You can add your cell phone or pager to your AlertMail account as a secondary address. You should select the TXT format type since the size of the message is formatted to fit your mobile device screen. A blackberry already has an email address but TXT messaging devices such as a cell phone or pager should use the following table to find out what the email address is for your phone, replacing the XXX with your phone number including area code, but no hypens.
Bell Mobility xxxxxxxxx@txt.bell.ca
Bell Mobility xxxxxxxxx@txt.bellmobility.ca
Fido xxxxxxxxx@fido.ca
Microcell xxxxxxxxx@fido.ca
Manitoba Telecom Systems xxxxxxxxx@text.mtsmobility.com
NBTel xxxxxxxxx@wirefree.informe.ca
PageMart xxxxxxxxx@pmcl.net
PageNet xxxxxxxxx@pagegate.pagenet.ca
Rogers xxxxxxxxx@pcs.rogers.com
Telus xxxxxxxxx@msg.telus.com
2.9. Alert Feeds
Each alert message sent by AlertMail comes from an Alert Feed. Most AlertMail systems will only be tracking a single feed, but some systems can track multiple feeds. If multiple feeds are available, you can use the Alert Feeds page to add/update/remove the feed subscriptions for your account. You also use the Alert Feed page to modify the filters for your email accounts.
When you select a subscribed feed, you can modify several feed options. For each email address you have defined, you can choose between "Alerts Only" and "Warnings and Alerts". Alerts Only will mean that only Alert level messages will be sent to this email address. Warnings and Alerts will mean that both Warning and Alert level messages will be sent, increasing the amount of email you will receive from AlertMail, but providing you with advanced warning and a larger spectrum of messages.
You can also setup Area and Event filters through the Alert Feeds page. Each feed maintains its own settings and values for filters and you can customize each feed accordingly.
2.10. Area Filters
To setup area filters, first login to the AlertMail web interface. Open the Alert Feeds page, and select the feed you want to filter. Click the Area Filters button and you will see all of the area filters available for this feed. You have the choice of receiving all of the alerts for the entire area covered by the feed, or filtering by select areas. If you choose to filter by select areas, you will only receive messages for the areas you select from the list. If you forget an area, you can always return and add it later. The map links beside each area will display any maps which describe the selected area.
2.11. Event Filters
To setup event filters, first login to the AlertMail web interface. Open the Alert Feeds page, and select the feed you want to filter. Click the Event Filters button and you will see all of the event filters available for this feed. The default value for an event filter is "Warning". If you need to reset all of the filters to the default, use the Defaults button. Be aware that event filters work in conjunction with your email address settings. If you have selected Alerts Only for any email address, then you will not receive Warning or Info messages, even if you create event filters.
For each event type listed you can create a custom filter. The default is Warning, so if you don't want to change anything for that filter, just leave the warning box checked. If you only want to receive Alert level messages for a particular event type, then choose the Alert level box. If you want to receive Info level messages in addition to Warning and Alert levels, choose the Info level box. Please note that choosing the Info level will increase the number of email messages your receive. You can always adjust these values later.
For example, I may have asthma and be sensitive to smog. So whenever smog levels begin to rise I would like to be notified. So for the Air Quality event type I select the Info box. AlertMail will now send me the lower level warnings in addition to the higher level warnings meant for the general public. But perhaps I'm not interested in Flood advisories and warnings because of where I live. So I set the Flood Warning event type to Alert, so that any warnings about rising water levels will not reach me, until a high priority alert is issued.
3. Common Problems
3.1. Login Failures
If you are having trouble logging into AlertMail, be sure to read the error messages that appear on the login screen in bold red text. You may be spelling your email address wrong, or be entering the wrong password, or perhaps you have CAPS lock on and everything is being typed in capital letters.
If you are not connecting via SSL with https:// being displayed in your address location bar, you should make sure your web browser fully supports SSL and is properly functioning. SSL is required for connections to AlertMail. You should also ensure that web browser cookies are enabled. AlertMail uses web browser cookies for tracking within the AlertMail application only, and these cookies are not tracked or shared outside of AlertMail.
When logging into AlertMail, you are permitted a limited number of login attempts to prevent system abuse. Once you exceed this limit, you will see the Login Failure screen and will be denied access for several hours. You should try to gain access later, and be very careful entering your login information. All login failures are tracked and we monitor the system for any ongoing login problems to prevent abuse.
3.2. Security Concerns
AlertMail uses several features to ensure the security of your account. The use of SSL/https web connections, requiring quality passwords, and using a verification value in each email. The responsibility for securing your account remains with you however, and you should ensure you have chosen a good password, and should not give out your account info to other people. Do not forward an AlertMail email message, which contains your verification code, to someone else without first editing the forward message to remove this verification code.
Each Alert message you receive from AlertMail should include your Verification value, unless you have chosen the TXT format. The TXT format size is severely limited and does not have room to include your Verification value. Instead you should look to other sources for confirmation of an alert that you receive in the TXT format, before taking any action. The Verification value is unique and something you have personally chosen, and is used to prevent fake AlertMail messages. If you receive an alert message without this value or the value is incorrect, you should treat this message as suspicious and seek other sources for confirmation of the alert's message. Keep your Verification value secret and change it if someone else discovers it.
If you have any security concerns or feel your account may be tampered with, please contact us, providing all of the details.
3.3. Map Search and Address Entry
If you are having trouble with the Map Search feature, please ensure your web browser is supported by Google Maps. Most modern web browsers including Internet Explorer, Netscape, Firefox, Opera, and Safari are. You can test this by visiting http://maps.google.com and if you see a map displayed on the screen, then your web browser is compatible. If not, just enter your address information and ignore the Map Search button.
If the Map Search feature is unable to locate your address after you've entered it, double check that you have properly spelled everything. Use full names for streets, cities/towns, states/provinces, etc. If the system is unable to locate your address, it could be a new address that has not been entered into the mapping system. Fill in the address fields and ignore the Map Search button.
The Address location service uses the address information you enter, and does not rely on the Map Search feature. If Map Search isn't working, as long as you enter your address info, local officials will still be able to use your geographic location for targeting alerts.
3.4. Not Receiving Alerts
If you are not receiving any alerts, you should first check the AlertSite page to see if there have been any alerts issued recently. It could be there haven't been any alerts to send out. Next you should login to AlertMail and review the Message Log located at the bottom of the main page. You can click the more... link for a larger listing. Every message the system has processed recently will be shown here with a short summary including the date and time. There are 3 main status messages you will see. The first is "Sent" which means AlertMail has sent you the message. If you didn't get it, then there is a reception problem on your end. The second is "Filtered", which means AlertMail has not sent you this message because of your filter settings. Finally you might see some sending errors in red text. These are problems that AlertMail has run into trying to send you a message.
3.5. Spam Filters
Spam filters are the most common problem with receiving email alerts. Many email providers have instituted spam filters and while we have taken a number of steps to ensure that messages sent from our servers are not identified as spam, sometimes a filter might be overly aggressive and misidentify our messages. Since the AlertMail system sends a large number of email messages during an emergency, some spam filters view this as spam and will block the messages. In other cases, email providers are using a system called grey-listing, which doesn't block the messages, but delays their delivery, sometimes for several hours.
To prevent a spam filter from blocking AlertMail messages, you need to add the AlertMail email address to your whitelist or approved senders list. This ensures that AlertMail messages will always get to you. How this is done, depends on your spam filtering software. If your Internet/Email Provider is providing the filter, you should contact them, or if you have some desktop software, look through the help section included with your software.
3.6. Getting Too Many Alerts
During emergencies or bad weather, many different sources could be sending out alert messages. This can lead to alert message overload. You can reduce the number of messages you receive by setting up filters on your AlertMail account. For instance if you only want to receive high priority alert messages, then change your email address to be "Alerts Only". Or you can filter out any messages that don't apply to your area by using the Area Filters. You should adjust these filters until you are receiving only the alerts you want.
3.7. Banned Email Accounts
When trying to create a new account, or change your account, you may get an error message stating that an email address is banned. This has happened because of previous abuse or problems associated with that email address or domain name and the system has blocked further use. Please read the AlertMail Terms of Service which outlines what is acceptable use of the system. If you feel this address is being incorrectly banned, please contact our HelpDesk.
3.8. Change an email address
If your email address is changing, you should update your AlertMail account. First login to AlertMail using your original email address and password. Select the Email Addresses link from the main menu on the left side. Next select the email address you want to edit and click Edit. Enter your new address. Once complete, log out of AlertMail. Then log back in using your new email address as the username to ensure the change was properly made. Your new address should now be active and you will receive all further alert messages through it.