Webmail 8.6 - Troubleshooting

Document created by shaw-alex on Aug 3, 2016Last modified by shaw-fraser on Oct 18, 2016
Version 11Show Document
  • View in full screen mode

This page covers any advanced troubleshooting and possible performance issues with Shaw's new Webmail 8.6 platform. Please refer to the topics below for complete and detailed resolution instructions. 

 

On This Page

System Requirements

View Message Header Information

Popup Blockers - Unable to Compose New Message

Import/Export

Webmail Not Loading

Switching Between AJAX and HTML View

 

System Requirements:

Webmail 8.6 is supported by the following operating systems and web browsers: 

 

Windows XP (with required updates), Vista, Windows 7, Windows 8, or Windows 10 with one of the following browsers:

  • Internet Explorer 8.0 and higher
    • IE8.x for XP
    • IE9.x and higher for Vista/Windows 7
    • IE10 and higher for Windows 8
  • Firefox
  • Safari
  • Google Chrome
  • Microsoft Edge

 

Mac OS X 10.5, 10.6, 10.7, or 10.8 with the latest updated version of:

  • Firefox
  • Safari
  • Google Chrome

 

Linux (Red Hat, Ubuntu, Fedora, or SUSE) with the latest updated version of:

  • Firefox
  • Google Chrome

 

Back to top


 

View Message Header Information

 

To view the header information for a given message within webmail:

  1. Right-click on the message whose headers you wish to view
  2. Click Show Original

 

Back to top


 

Pop-Up Blockers - Unable to Compose Mail

 

Some Pop-Up blocker configurations can accidentally block the compose mail window from loading correctly. While rare, this issue can potentially occur with any browser with a built in and/or third party Pop-Up Blocker enabled.

 

Steps disable Pop-Up Blocking in Webmail:

  1. Disable any third party Pop-Up Blockers that are installed on the browser, then try composing a message again. Many Pop-Up blockers offer the option of "Disable on webmail.shaw.ca". 
  2. Disable any built in Pop-Up Blockers on the browser, then try composing a message again. Many Pop-Up blockers offer the option of "Disable webmail.shaw.ca". 
  3. Hold the "CTRL" button on your keyboard while clicking "New" (to compose a message), this may bypass the Pop-Up blocker.  

 

Back to top


 

Import/Export

 

If you would like to import or export your contacts, calendars or account information, please log into webmail and go to Preferences and then select Import/Export. When exporting contact information, please ensure that you select your email application of choice under the Destination option. 

 

Back to top


 

Webmail Not Loading

 

If Webmail will not load within your browser, it is possible that your internet browser (e.g. Mozilla Firefox, Internet Explorer, Google Chrome, Safari) is attempting to load the Webmail page with outdated data, which it has stored in its cache. Please visit Internet Browser Support, and select your browser from the listing to see specific instructions for clearing your cache and cookies. 

 

Back to top


 

Switching Between AJAX and HTML View

 

The newest version of Shaw Webmail can be accessed through either the "AJAX"  or "HTML" interfaces, with AJAX being the default choice as it usually offers the best experience. While there aren't any major functional differences between these two interfaces, you may see improved performance in the HTML view while using older Internet browers (i.e. Internet Explorer 8, 9 or 10) or hardware.

 

To switch between AJAX and HTML, follow one of the methods below to toggle the change temporarily (just for that Webmail session) or permanently.

 

 

Temporarily enable the HTML interface immediately following sign-in

When you initially log into Shaw Webmail you are presented with a "splash screen" while the application loads. During this time you can click on the “Switch to the Standard(HTML) version” link in order to access the HTML version.

 

 

Temporarily enable the HTML interface through the username drop-down option

If you are in the default "AJAX" interface, you can temporarily move to the HTML version of the interface by selecting the “HTML Client” link located in the drop down menu under your username in the upper right corner of the interface.

 

 

 

Permanently enable the HTML interface through Webmail settings

You can choose to use the "HTML" interface as your default by changing the “Default Client” preference located in Preferences > General > Sign In.

 

 

Permanently enable the AJAX interface through Webmail settings

You can choose to use the "AJAX" interface as your default by changing the “Client Type” preference located in Preferences > General > Login Options.

 

 

Back to top


 

Related Articles

 

Webmail is Being Upgraded to Version 8.6

Shaw Community - Webmail: Filters and Spam Settings

How to Create a New @shaw.ca email using My Account

 

Back to top


Attachments

    Outcomes