Over the summer holidays we upgraded RM EasyMail Plus. Hopefully you will have seen the regular improvements we have been making, and are continuing to make, since the upgrade. Our aim for the upgrade was to improve the service for all users. We have moved the service to new hardware that will allow for even greater availability and updated the software that will help you manage your email more efficiently. For the best example of this, try out the new drag & drop or right-click feature in your email or contacts.

We know that some people have seen some issues with the new service which we've been working hard to resolve. We've also changed a few things that you may not be aware of.

Below you will find a list of questions and answers which we hope you will find useful.

Please remember that if your question isn't answered below, you should contact your support team for further help. Alternatively, if you have any feedback on the new service please let us know on the email address below.

rm@easymailplus.co.uk

Why don't I have a Forward or Reply To All button?

You'll be using the Basic template. We've taken the chance to help students that are learning to use email by simplifying the Basic template. We looked at the Becta requirements for Key Stage 1 & 2 and adhered to them when updating this template. You'll probably want to use the Standard or Advanced template if you are a more experienced email user. If you want to change your template, you will need to talk to your email administrator (or see TEC1510995 for more info).

Where has my Directory gone?

In the new RM EasyMail Plus the Directory is still there, you just access it by clicking on the 'Find new contacts' link on your Contacts tab. 

Why isn't my back button working properly?

If you are being taken back to the login screen when you click the back button, this might not be what you'd expect but in fact the browser is working exactly as it should. The new RM EasyMail Plus is all based in one browser window and one browser page, it's just the frames (Folder, Inbox, action buttons, etc) that are changing, and the back button works on pages.

We are looking into whether we can make this work a bit differently and a bit more like you'd expect it to.

In the meantime, you may find that the Forward button will return you to RM EasyMail Plus without the need to re-enter your credentials. You might also find it helpful to maximise the browser view to hide the toolbars (F11 in Microsoft® Internet Explorer® and Firefox), as a way of reminding you not to click on Back.

I see an "Error 500" error when I open an attachment. What's going on?

You'll be using the Classic view of RM EasyMail Plus if you are seeing this error message, please see NWS1513215.

Why do I see an error message when I try to view an attachment to an email I have received?

If you are trying to right-click to save an attachment you'll see an error, such as "No such interface supported", although it may vary from browser to browser. You need to left-click the attachment.

Why does my RM EasyMail Plus feel slow?

It might be your browser. Older browsers (such as Internet Explorer 6) may not be optimised for processing Ajax Web pages such as RM EasyMail Plus. We're doing some testing to determine how much better it is on Internet Explorer 7, Firefox 3 and newer browsers.
Have a look at TEC298849  for full details on browser requirements.

Please also be aware that if you're having intermittent performance issues, it might be that local network and Internet conditions are the reason.
We aren't presently aware of any issues with speed aside from the above, but if you do experience any issues with the speed of RM EasyMail Plus, please help us by capturing the following information and raising a support call so we can investigate it for you:

• Examples of functionality that seem slow.
• Timings of these (eg from time of mouse click to completion of operation). 
  • We need accurate timings to be able to replicate the issue and measure it, so where possible, please use a stopwatch (most mobile phones have this functionality).
  • For greater accuracy please repeat your measurements, especially if the issue is inconsistent. (When we attempt to replicate the issue we will take multiple timings).
• Please note the following details:
  • Browser version
  • Computer specification (processor, memory)
  • Operating system
    

When I log into RM EasyMail Plus why do I just see a blank screen ?

The new RM EasyMail Plus relies heavily on scripts running within the client browser. Some (much) older browsers and some micro-browsers in hand held devices may not be able to run these scripts. If your browser is not supported then you may wish to consider:

• Upgrading your browser (which is generally good practice, particularly from a security perspective).
• Accessing RM EasyMail Plus via a mail client that supports IMAP or POP3 (this may give a better experience for users on small devices over Webmail).