Knowledgebase: FAQs
Common Email Issues
Posted by - NA - on 29 May 2009 11:17 AM


  Home : Support : Cart32 Knowledge Base : Article - C288  
Email Support Issues
Cart32 Email Issues
-Cart32 Not Sending Email
-Forcing The Email Queue
-Sending Mass Emailers
-Setting Up Auto-Download Emails
-Sending Order Confirmation Emails

Hosting Email Issues
-Accessing The Email Server Admin
-Checking Your Email
-Setting Up Friends Lists
-Spam Settings and Protection
-Setting Up Mozilla ThunderBird
-Setting Up Outlook Express

Cart32 not sending Email

If the rest of the shopping cart appears to be working correctly, then check the following:
  • On the [Settings] > [Email] > [Email Server Settings] screen of the Cart32 admin make sure the mail server, email user name and email password fields are filled out with the correct information. If you do not host an installation of Cart32 on your own server, these fields should be left blank.
  • On the Company Info tab on the File Tab, make sure that email address is correct.
  • On the Order Settings section of the Orders Tab in the Cart32 admin, make sure you have Email response to client and Email response to customer checked.

If all of that is OK and you still do not get email, then on the configuration screen make sure that the Log email field is checked and then try a test order. A file called email.log should be created in the Cart32 directory. Take that file and email it to and we will take a deeper look in it.

How to force the Cart32 e-mail queue to send immediately

Here is a new feature for the latest build of Cart32. By default, Cart32 v6.x would queue the e-mails and send everything in the queue every few minutes. Here is a way to force the e-mail queue to send the e-mail immediately:

NOTE: You must have physical access to the Cart32 files on the server, not FTP access.
  1. Locate the Cart32.ini file located on the server in the CGI directory on a web install or in the Cart32 directory on a full install (under Program Files).
  2. If the cart32.ini file is hidden, refer to Article C149.
  3. Add the following to the [MAIN] section of the .ini file:
  4. Save the changes to the Cart32.ini file.

How to send a mass email to your customers with Cart32
Have you ever wanted to send out a monthly newsletter that lets your customers know about new services or sales that you might have? Cart32 has the ability to email your registered customers, your unregistered customers, or both. To send out a newsletter log into your Cart32 web administration page and do the following:
    • Click on the Users tab.
    • Click on the Email Users tab.
    • Select what type of customer that you want to send the email the newsletter to from the Send Email To drop down list.
    • Optionally, if you want to exclude any email addresses from the newsletter you would enter them into the Email Addresses To Exclude text box. Make sure that you list only one email address per line.

      For example:

      You should see something similar to this screen:

    • Now click the Start Send Email Wizard button to start the newsletter creation process. Once the page reloads you configure the following options:

    1. Chose whether or not to send an HTML or plain text email from the HTML Email section.
    2. In the From Email box please put in the email address that you want the newsletter to come from.
    3. In the Body textbox please type or paste in the entire contents of your newsletter as you want it to appear when it is sent.
    4. (Optional) You may also choose whether or not to include the customers first name, last name, or email by choosing an option from the from the first dropdown in the Insert Value area of the page and then from the second dropdown choose where to add the inserted values. You can choose to add to the body of the message or to the subject line.
    5. (Optional) Additionally, you might wish to include a unsubscribe link at the bottom of the newsletter for you customers to have themselves removed from the list by checking Include Remove Link At Bottom

A screen similar to this be displayed at this point:

Once you have configured your message as you desire, click the Start Sending Messages Now button and then Cart32. If you are running version 5.0 of Cart32, the emails should be sent out immediately. If you are using version 6.0 of Cart32, all of your messages will be sent to the email queue and then sent out a few minutes later depending on the level of activity that your cart is experiencing.

You should see a screen that is similar to the following:

Autodownload email not sending

If Cart32 is not sending the automatic email for the autodownload link, the Cart32 administrator will need to check the settings under Global Setting.

The cart uses the Default Mail Server listed under Global Settings to send the autodownload emails. Please check that this settings is filled in correctly (if you do not own the cart software, your host will need to check this for you).

The cart also gives you a choice of when to send the autodownload email. This can be set to send for all orders or on credit card approval only. Please check this setting in your Cart32 administration under the Enterprise, Auto Download tab. For more information, see article c156.

Client Order Confirmation Email

How to change where the client order confirmation email is sent to.

1. Log into Cart32 Web Admin.

2. Go into the File tab and then the Company Info section (should be there by default from logging in).

3. Enter the email address you want to use into the Email field. You can use multiple emails by separating them with commas.

Website hosting email server administration area

The Cart32 email administration area for hosted domains is located at this address:

To login, enter your full email address into the Email Address field and enter the password associated with your address into the Password field. Then, press the Log In button.

-(Note: you must be enabled as a manager account on your domain to login. To be enabled as a manager, contact Cart32 technical support)

This interface will allow you to manage the email accounts currently setup for your domain. You may create new accounts, delete old accounts, change passwords, enable other manager accounts, and setup forwards and aliases.

Checking your email

To check your email through our webmail program you can go to the following address:

or (replace "yourdomain" with your actual domain name).

Friends System for hosting email

The Friends System will block emails from senders not on your "friends" list. Blocked email will receive a response indicating their email was blocked by the Friends System. They have the option to reply to the message, which will allow the original message to go through.

To setup the "friends" system for email, you will need to login to your web mail. You can either go to or You will log into the top section for "spam filtering".

Once logged in, click on the friends button. You will see several settings that vary how much you block emails. "Kid Safe" is the strongest, "Request confirmation from unknown senders" and "Request confirmation if smite score is:" are moderate, and "Keep track of Friends but don't block anything or request confirmation" is the lowest.

There are also settings below if you specify "Request confirmation from unknown senders" to specify who is added to your friends list.

You can edit the message that is displayed to recipients not on your friends list by clicking the message button up top.

You can click the pending button to see pending message from people not on your friends list.

Be sure to click save after making your changes.

SPAM filtering for hosting email

SPAM Filtering will block emails from senders based on their smit score determined by keywords in the email.

To setup the SPAM Filtering for email, you will need to login to your web mail. You can either go to or You will log into the top section for spam filtering.

Once logged in, click on the Spam button.

There are three settings: Hold, Bounce, Vanish.

Hold means the message is kept for 2 weeks, in which time you can view the message(s) and choose to receive specific messages.
Bounce means send a message back to the sender, letting them know you didn't get it.
Vanish means throw the message away, sender doesn't know you didn't get it.

Ratings are the level to which the email is believed to be spam. A rating of 1+ means it's least likely to be spam. A rating of 10+ means the email is most likely spam.

Using the above settings with a rating of 10+ means only emails that are most likely spam will be held, bounced, or vanished. So 10+ is the lowest rating on these settings.

Remember to click Save after any changes.

Setting Up Mozilla ThunderBird

Mozilla ThunderBird will allow you to download your emails straight to your computer. It will also indicate when a new message has been received.
To use ThunderBird you will first want to install ThunderBird on your computer. You can download it from this link.

Once installed follow these steps to setup your email account.

*For this example we will be setting up an account for*

    1. Start by opening up Mozilla ThunderBird.

    1. Select to setup an Email Account. They will prompt you automatically for this when you open it the first time. If you need to get there again simply go to Tools-> Account Settings, then you can click Add Account.

    1. Enter in your name and your email address

    1. Now you will setup your account using POP.
      • Incoming Mail Server:
      • Outgoing Mail Server:

    1. Enter in your incoming user name. This is used to identify who the emails are coming from.

    1. Finally enter in the account name you would like to use. This can be any name you would like to associate with the email address.

    1. Just click Get Mail to receive your messages.
    2. .

Setting Up Outlook Express

Outlook Express will allow you to download your emails straight to your computer. It will also indicate when a new message has been received.
To use Outlook Express you will first need to have it installed on your computer.

Once installed follow these steps to setup your email account.

*For this example we will be setting up an account for*

    1. Start by opening Outlook

    1. It will first prompt you to enter your name, enter it and click next. This should happen automatically the first time you open Outlook Express. If you need to get back to this screen go to Tools->Accounts, then select Add.

    1. You will then be prompted to enter in the email address you are going to be using.

  1. Now it is time to setup your account using POP.
    • Incoming Mail Server:
    • Outgoing Mail Server:

  2. Enter in your email address and password.

  3. You are finished setting it up!
  4. Just click Send/Receive Mail to get your messages


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