IGetMail - Support Center

We welcome your questions and comments about IGetMail -  before the sale, during your evaluation period and after your purchase. Check this page to see if we have already answered your question on one of the support pages linked below. 

IGetMail Support

What is the current version of IGetMail?  2.4

What is different in the 2.4 version?  View the change history.

If I am running a previous version, how do I upgrade to the current version?
Just visit the 30-day trial download page and download the posted igmsetup.exe file.  Run the install and update your installation.

*** Exchange 2007 Important Note ***
IGetMail is compatible with Exchange Server 2007, but you will need to change the default SMTP properties to allow anonymous access. By default, Exchange 2007 requires authenticated access and IGetMail uses plain old SMTP.

According to Microsoft TechNet:
...In a single-server Exchange 2007 setup you'll need to allow anonymous connections on your default receive connector.  By default Exchange 2007 servers not running the Edge Transport role will only accept inbound SMTP connections from Exchange Users (clients), Exchange Servers (other Exchange 2007 servers) and Exchange Legacy Servers (legacy Exchange 2003 & below servers).  To allow anonymous SMTP connections for your server, run the following management shell command:

Set-ReceiveConnector -Identity "Default <ServerName>" -PermissionGroups "AnonymousUsers"

Trace Log Information

In order to assist you with specific technical support issues, it may be necessary for you to send Lockstep Systems certain information that your company considers confidential.  Lockstep’s sole reason in asking for this information is only to assist you with problem identification and potential resolution.

We request that you send us the following:

• Description of the problem (configuration questions or operational issues).
• An attachment containing the Trace log file (TCPTraceLog.txt in the data folder).

The act of sending the files (your .INI file and/or your Trace file) indicates your acceptance of the following:

When you send Lockstep a Trace file and/or a copy of your .INI file, you: 

• grant Lockstep Systems permission to log into your remote server(s) using the password information contained in your .INI file; 
• grant Lockstep Systems permission to view existing e-mail messages residing on your remote server(s) for the purposes of problem determination
• agree to hold Lockstep Systems harmless should any malfunctions occur while Lockstep Systems is accessing the remote server(s) for the purposes of problem determination; 
• agree to hold Lockstep Systems harmless as a result of the exposure to the content of e-mail messages residing on the remote server(s).
• Lockstep Systems will take reasonable measures to keep all log-in process information, passwords and e-mail message information confidential.

Should you disagree with any of the above terms, do not send Lockstep any copies of your .INI files and/or Trace logs.  Please note that successful problem determination and subsequent resolution may not be obtainable without this information.

Contact Information

If you have reviewed the online support information and your topic is not covered and you would like to contact technical support, we recommend that you contact us via EMAIL for the quickest response.

• E-mail:  support@lockstep.com 
• Phone:  + 1.480.596.9432
• Availability:  Monday - Friday 9AM-5PM MST (excluding holidays). 
  
  Feel free to leave a voice mail message during evenings and weekends and as applicable.  Please leave your name, which Lockstep product you are using (either Backup for Workgroups or IGetMail), a brief description of your issue or question, along with your phone number.
  
  NOTE FOR CELL PHONE USERS - Sometimes when you are calling on a cell phone line and you are leaving a message, the line cuts in and out and we have a hard time hearing your phone number.  If possible, please send us an email message or repeat your phone number in the message.  We make every reasonable effort to return your voice mail messages in a timely manner.
• Support Policy: 
  
  Lockstep Systems is happy to provide support for our software product.  However, there can be situations where IGetMail is not the root cause of the problem you are experiencing. 
  
  If our support staff suspects that the issue is a hardware or networking problem, or if the settings of another software product are interfering with the performance of IGetMail, then you may be required to contact the appropriate support provider for the device/software to resolve the underlying issue first.