Question: What is the difference between tracing an email address and tracing an email message?
Answer: Tracing an email address (i.e. firstname.lastname@example.org) reports the mail server for the address, and is useful for identifying the company and network
providing service for the address, it does not provide specific information about the sender. As email addresses can be easily forged, the information provided may
not be reliable for purposes of investigating andreporting email abuse.
Tracing an email message provides much more information regarding the sender. Each email message includes an Internet header with valuable information, eMailTrackerPro
analyzes the message header and reports the IP address of the computer where the message originated, its estimated location, the individual or organization the IP address
is registered to, the network provider, and additional information as available.
Question: Does eMailTrackerPro work with email messages that have been forwarded?
Answer: For an email that has been forwarded, the source of the email will be shown as the person who forwarded the email. However, if the email was forwarded as attachment,
eMailTrackerPro can be run on the attachment instead of the forwarded mail, which will report the original sender. To do this with in Microsoft Outlook, open the email
attachment, then go to 'View, Options' and copy the entire email header, then go to 'File, Import Headers' in eMailTrackerPro.
The email header can also be pasted as text into a new email message and forwarded in the message body for analysis.
Question: Can an email message be traced regardless of when it was sent?
Answer: As IP addresses can change periodically, tracing an email message will provide the most accurate results when the message is first received.
The older an email message is, the higher the possibility that the IP address in the message header may not pertain to computer the message was sent from.
Question: Why is there no location information in the map or route table?
Answer: If no location information is shown it is most likely due to a firewall blocking access to port 43, which is used for Whois and IP location
lookups. Check your firewall or with your network administrator, to open port 43 for incoming/outgoing ICMP and outgoing TCP.
Question: Does eMailTrackerPro work with webmail clients such as Hotmail, Yahoo, Gmail etc?
Answer: eMailTrackerPro can trace emails from webmail clients such as Hotmail and Yahoo. However, eMailTrackerPro cannot trace emails from Gmail.
This is due to Gmail intentionally removing the key parts of the header that make it traceable.
Question: Does eMailTrackerPro work with AOL email messages?
Answer: Due to AOL's network routing, AOL messages show as originating in the AOL Manassas or Sterling, Virginia data center. eMailTrackerPro does work with most all other email services, including Yahoo, Hotmail, MSN, etc.
Question: What are email 'Internet headers'?
Answer: Internet headers show the path of an email from its origin to destination. When an email travels across the Internet it passes through servers that route the email to its final destination. Each routing server that handles the email adds a record into the email header to identify itself, indicating where it was received from and where it was then sent to, providing an useful audit trail should something go wrong during the email's journey across the Internet.
Question: How do I find the header of an email message?
Answer: That depends on the email application program you are using. For instance, in most versions of Microsoft Outlook Express, right mouse click
on an email in your inbox, select 'Properties', then the 'Details' tab to view the headers. If you are using the full version of Microsoft Outlook, you can
trace an email message directly from Outlook by clicking the eMailTrackerPro shortcut in the Outlook toolbar. Finding the header in other email applications.
To trace the email message using the message header, highlight the entire header, copy it, then open eMailTrackerPro from the ‘Start, Programs' menu or the Windows
system tray icon, and paste the header in the header box.
Question: Why is there no eMailTrackerPro icon in my Outlook® Express toolbar?
Answer: eMailTrackerPro provides a plug-in toolbar icon for the full version of Microsoft® Outlook and not Outlook Express, which does not support
toolbar icon plugins. To use eMailTrackerPro with Outlook Express, please refer to the online manual.
Question: Does eMailTrackerPro work with email clients other than Microsoft® Outlook?
Answer: eMailTrackerPro adds a toolbar plugin to Microsoft Outlook for one-click email analysis, but emails received with most other
programs can also be easily analyzed by importing the Internet headers. For details, please see the online manual.
Question: I have installed eMailTrackerPro but I can't see the toolbar in Outlook, what do I have to do?
Answer: First of all make sure you have MS Outlook 2002+. Earlier versions do not support the eMailTrackerPro toolbar.
If you have MS Outlook 2002+ and cannot view the toolbar try restarting your machine. Once the reboot has taken place start Outlook and the eMailTrackerPro toolbar should be present.
If this still does not work then try the following:
> In Outlook go to the Tools menu and choose Options.
> Go to the Other tab and click the Advanced Options... button.
> At the bottom of this dialog box click the COM Add-Ins button.
> There should be an eMailTrackerPro entry reading eMailTrackerPro Object.
> If this is present and you don't see the toolbar then highlight the eMailTrackerPro Object and click the Remove button to remove the object.
> Restart Outlook, go back to the COM Add-Ins window and click the Add button.
> Now browse to your eMailTrackerPro install directory (default C:\Program Files\eMailTrackerPro) and open the Outlook folder.
> Locate the emt-outlookv2.dll, highlight it, and click the Ok button.
> Restart Outlook and the button should be in place in the toolbar.
Question: Is the plug-in available for Outlook 2013 users?
Answer: The plug-in does not auto install for Outlook 2013 users so you need to manually install it once eMailTrackerPro has been installed. To install
the play-off simply do the following:
> Make sure Outlook 2013 is closed.
> Now browse to your eMailTrackerPro install directory (default C:\Program Files\eMailTrackerPro) and open the Outlook folder.
> Double click the eMailTrackerPro.vsto file to begin installation.
> Once it has completed the installation open Outlook. The plug-in button should now be showing on the main toolbar.
Question: What is 'misdirection'?
Answer: Spammers and fraudsters commonly modify or add bogus information to the email header in an attempt to hide their identify, a technique known
as 'misdirection'. To combat this, eMailTrackerPro performs a number of validation tests to weed out the misdirected information from the real information and find
the real location of the spammer. When misdirection is detected a notification is provided in the analysis report.
An important aspect of misdirection is that it normally denotes illegal activity, the process of modifying a message to hide the true source most often used by spammers,
scammers and fraudsters.
Question: What is 'phishing'?
Answer: Phishing is a technique used to steal personal information such as credit card account details that is then used for fraudulent purchases
or even identity theft. Phishers send email messages that appear to be from a bank or other well-known business, indicating your account needs updating or a
similar trick to request confidential information. It is good practice to never click a link in email message to that requests confidential information -- it
is safer to go directly to the site in your web browser. With eMailTrackerPro, you can quickly analyze a suspicious message to help verify an email message is
from a location and entity you expect.
Question: I get a 10092 error when trying to install eMailTrackerPro, what do I do?
Answer: This error means that the executable has in some way been corrupted. This can occur when download managing software is used for something of that type.
To solve this error re download the executable from http://download.visualware.com and make sure it is performed from a browser window.
Question: Why do the emails I set for deletion not delete?
Answer: When the emails you want to be deleted have been set to 'Yes' in the delete column you need to then process the emails. First of all set the emails you want deleted
to yes as shown below: (note this will not delete the email until the emails are processed).
Once all the emails you want to be deleted are set to 'Yes' then click on the 'Check mail' drop down button just above the delete column as shown below:
Choosing any option with 'Delete' in will process the mail and delete any email set to 'Yes' in the delete column.
If you are doing this an emails are still not being deleted then contact support.
Question: Why do the Internet applications running at the destination matter?
Answer: The type of applications running on a target system is useful information for investigating IP addresses or Internet hosts, as it can
provide insight into the ownership and geographical location. The most common applications on the Internet are web servers (web sites), mail servers (email)
and file transfer servers (file downloads). As an example, web server applications (such as www.visualware.com) are particularly useful because web pages along
the lines of ‘contact us' often exist to provide details such as names, phone numbers and other contact related information.
Question: What is the significance of a private computer in the in-depth analysis of the identification report?
Answer: Emails composed on an individual's private computer (as opposed to a company computer) often 'leak' the computer name which can provide clues to the
sender's identity. As an individual normally selects the name for their own computer, it is often owner/user's real name or alias name as 'johny456'. During the email trace
analysis, eMailTrackerPro performs a lookup of the computer name in public name servers. If no match is found, it indicates that either a public name has changed since you
received the email (which is not likely unless the email is very old), or most probably it is the actual private name given to the computer by the owner/user that composed
the email. In these cases the computer name may be a clue to the sender's identity.
Question: What does 'unknown' in the route table of the identification report mean?
Answer: Occasionally a router on the Internet does not respond correctly to an inbound packet. This is usually due to high traffic at the hop, but occasionally
it is because the router does not conform to standards correctly. When this happens the router in question does not correctly identify itself and is indicated by 'unknown'
in the route table of the identification report.
Question: What does 'private' in the route table of the identification report mean?
Answer: Private networks incorporate IP addresses that are reserved for internal use of a company or organization. The route table of the identification report will
not show the geographical location for any hops on a private use network as they use pseudo IP addresses.
Question: Why are database updates important?
Answer: With Internet changes, encompassing new networks, extensions to old networks, new routers, new IP devices and new user's, happening every minute any IP-to-location database rapidly loses value as the results become more inaccurate with passing time. It is therefore important that any IP geo-location database is updated and maintained on a regular basis. Many of the network changes will affect IP ownership details including the important contact information for IP addresses and Domains. Maintaining up-to-date IP network information ensures that tracked locations are more precise and helps to further qualify the ownership and accuracy of the final location being tracked.
Question: How do I report spam or other email abuse?
Answer: Spam and email abuse reports should be directed to the sender's network provider (ISP). The network owner and the abuse reporting contact
information is provided in the identification report. To use the automated reporting option, right-click on the Visualware logo in the Windows system tray
(normally at the right side of the Windows task bar), and select the 'Abuse Reporting' menu option. Details.
Question: I see garbled text in some areas, why is this?
Answer: This is most likely due to a bug in Java. We have filed a bug report and are currently awaiting the outcome of that. Please let us know if you are experiencing this issue.
Question: What if I need support?
Answer: Simply submit a Support
Request and we will be pleased to help you implement
eMailTrackerPro or answer any questions you may have.
Question: What information does eMailTrackerPro send back to Visualware if I opt in?
Answer: EmailTrackerPro will offer you the opportunity to participate in our research into spam filtering. If (and only if) you choose to opt in,
eMailTrackerPro will send back consolidated statistics on the spam you receive. For example, it tells us how much email you get is misdirected, how much is
sent from a blacklisted server, and how much you ultimately mark as spam. This helps us train our spam filters as it lets us know how well we're doing at detecting
spam – and all the benefits this brings will be made available in future versions.
Critically, no personally identifiable information is sent to us, and certainly no emails or email headers are sent back to us either.