Frequently Asked Questions

Arclab MailList Controller F.A.Q.

Pre-sale and License

 

Installation and Updates

 

List Synchronization

 

Message Editor

General

 

Mailing Issues

 

Could not send message ... Send failed

 

Import - Export

 

 

What's the difference between free, light, professional and extreme version?

The free version supports 1 list with max. 50 contacts, light version 1 list with max. 500 contacts, professional version 10 lists with max. 10000 contacts per list and the extreme version supports unlimited lists with unlimited contacts. All other features are the same.
See also: Version comparison

 

How long can I use the software?

You can use the software as long as you want.

 

What means free updates for 12 months?

The license includes free updates for 12 months. There is no obligation to purchase an update after the free update period has expired. You can use the purchased version (or the updates included in the 12 months free update period) as long as you want.

 

Are there any monthly fees?

No, it's a one-time payment.

 

Is the database hosted by Arclab Software?

No, the database is stored on your computer. We have no access to your contacts.

 

How many mailings can I send?

As much as you want - there is no limit on the number of mailings sent using the program.

 

Can I upgrade to a larger license later?

Yes, you can upgrade from light to pro and from pro to extreme. The price for the initial purchase plus the upgrade equals the price of the larger version.

 

Do you have a demo version?

The free version equals the demo version. You can use or test it as long as you want. There is no registration required to use the free version.

 

Where do I find the user manual?

Please click here. The user manual is provided in PDF format, which can be viewed online, saved or printed.

 

Where do I download the software after the purchase?

It's not required to download the software again, if you already have installed the free version. We use a single download for all versions. The license can be activated by entering your license key. See below ...

 

How do I enter my "License Key" to upgrade the free or licensed version?

Click on "File -> Update & License Manager", enter your "License Key" and click on "Validate License".
The license key has the format: 1234-1234-1234-1234-1234-1234-1234

Important: If the program does not accept your license key, then please make sure, that you have entered the code exactly as delivered.
If it still won't accept the code, then exit the program; right-click on the desktop icon;  select "Run as Administrator" and retry.


unlock

 

MailList Controller Version 8.1 and higher includes an automatic license and update management, which will help you to keep your version of MailList Controller up-to-date. It also shows if you are qualified for a free update or not.

 

Setup Error: "Setup files are corrupted"

Please clear your browser cache and retry to download the software. 
It could be a transmission error over the net.

You can also use our alternate download (zip-compressed setup) or our alternate download server.
In some cases it also helps if you rename the new download file, e.g. to amlc2.exe.

If you get this error message for every application you try to install, then the windows installer on your computer might be damaged.

 

Where can I download an update or fix?

The latest version including all updates can be downloaded from our download page. Previous versions can be downloaded here.

 

How do I install an update?

If you are using version 9 (or newer) then you can simply download and install the latest version.
Important: Do not uninstall the old version.

 

I am no longer qualified for free updates. How can I renew my license?

We can offer you 50% discount if you want to re-new your license. Please use our discount request form to receive your discount code.

 

How to update MailList Controller 6/7/8 to 9/10/11++?

  • The following steps are required only if you are currently using an older version (<9).
    If you are already using version MailList Controller 9 (or newer), then you can simply download and install the latest version.

  • Professional or eXtreme Version Update:
    If you are using the professional or eXtreme Version and you have purchased the program within the last 12 months, then you can use your license key to unlock the free version. If you are not qualified for a free update, then please use our "Update Request Form" below.

  • Now you will receive a new License Key from ShareiIt, which can be used to unlock MailList Controller Free Version.
    Please download the free version from our website.

  • !!! Make a backup/export all your lists and message drafts before going further !!!
    Warning: The new version uses a different database and file format, which is not compatible with the old version 6.x/7.x/8.x!


  • Uninstall the old version and reboot your computer.

  • If you want to free disk space, then you can remove the old data-directory folder:
    Warning: This will remove everything, including all lists, messages drafts,...

  • Make sure, that you have exported all lists before!
    Version 6.x, 7.x and 8.x: (Public Documents)
    Windows XP: C:/Documents and Settings/All Users/Documents/Arclab/MailList Controller/data
    Windows Vista and 7: C:/Users/Public/Documents/Arclab/MailList Controller/data

  • Install the new version and allow the Setup to "Run MailList Controller" after the setup was completed.

  • Use either the "Express Setup" or the "Custom Setup".
    (If you are using a custom data storage directory (e.g. on a networked drive) and you have changed the user permissions for the mails ervice before, then you should check the user access permissions of the mail service after you have installed the update!)

  • Click on "File -> Update & License Manager", enter your new "License Key" and click on "Validate License" if you want to unlock the free version.

 

How can I move all my lists and settings from one computer to another?

You can either:

(A) export your lists and drafts using the export functions, install the software on the new machine, re-create your lists and import the members from the export files

(B) or copy the complete "data" folder.

!!! Please only use this method if you know exactly what you are doing !!!

The program stores all lists and settings inside the "data" folder. All your mailing (internal, non-linked) lists are stored inside the internal database. (Please note, that all members from linked (external) lists are not stored inside MailList Controller. You also need to copy this files to the new machine.)

 

IMPORTANT MESSAGE FOR USERS OF OLDER VERSIONS!

MailList Controller 9 (or newer) is written in unicode and uses a new database format which is not compatible with the old version format.
You can NOT copy the data-directory from MailList Controller 4,5,6,7,8 to MailList Controller 9.

MailList Controller 11 (or newer) uses a newer version of the MS Access database format.
If you want to use an existing database created with version 9 or 10, then you should choose "Custom Setup" and select "Use old MailList Controller database".

 

  • (1.) Locate the "data" directory on your old computer.

    Please start the program on your old machine and click on "Program Options" or "Options" for the location of the "data" folder. If you cannot run the program on the old computer anymore, e.g. after a system crash, then you need to search for the "data" folder.

    Version 9, 10, 11: (Public Documents)
    Windows XP: C:\Documents and Settings\All Users\Documents\Arclab MailList Controller\data
    Windows Vista 7 and 8: C:\Users\Public\Documents\Arclab MailList Controller\data

    Version 6, 7 and 8: (Public Documents)
    Windows XP: C:\Documents and Settings\All Users\Documents\Arclab\MailList Controller\data
    Windows Vista, 7 and 8: C:\Users\Public\Documents\Arclab\MailList Controller\data

    Version 5: (Program Files)
    C:\Program Files\Arclab\MailList Controller\data

    Its also possible that the data-directory is on a different location, e.g. if you have updated from version 5 to 6 before or if you used a custom data folder location. Please double check the data-directory before going any further. The db.mdb (Version 7 and 8), db9.mdb (Version 9 and 10), amlc.accdb (Version 11) inside the folder contains the main database and the "last modified" date should reflect the latest changes. So if the date is very old, or the db.mdb file is very small and you have large managed (internal) lists, then the location might not be correct.

  • (2.) Install the software on your new computer.
    We provide free updates for 1 year. If you are not qualified for a free update, then we can offer you a discount code for the purchase of the latest version.

  • (3.) Run the program once on your new computer. Use "Custom Setup" and select the database you want to use.
    Important: Select "Use old MailList Controller database" if the database was created with version 9 or 10.

  • (4.) Locate the data folder on your new computer.
    Please click on "Options" for the location of the "data" folder.
    This can be a different location as on your old computer!

  • (5.) Stop the mail service (click on "Service") and exit all program parts on the new computer.

  • (6.) Stop the mail service (click on "Service") and exit all program parts on the old computer.

  • (7.) Copy the complete "data" folder (located in step 1.) from the old machine and replace the complete "data" folder (located in step 4) with its contents. Its important, that the mail service is not running, otherwise the files cannot be copied!

  • (8.) Start MailList Controller on the new computer. Now you should see your lists on the new computer.

 

We recommend to backup or export your lists on a regular base!

 

How can I re-start from scratch?

Please export all your lists, message templates, ... before going any further.
The following steps will remove everything and reset the configuration to a blank-installation!

WARNING: this will permanently delete all lists and members!

 

  • Locate the data-directory (data storage directory on your PC).
    Go to "Options" and search for the location.
    The default location is:

    Version 9/10/11: (Public Documents)
    Windows XP: C:\Documents and Settings\All Users\Documents\Arclab MailList Controller\data
    Windows Vista, 7 and 8: C:\Users\Public\Documents\Arclab MailList Controller\data

    Version 6/7/8: (Public Documents)
    Windows XP: C:\Documents and Settings\All Users\Documents\Arclab\MailList Controller\data
    Windows Vista, 7 and 8: C:\Users\Public\Documents\Arclab\MailList Controller\data

    Version 5: (Program Files)
    C:\Program Files\Arclab\MailList Controller\data

  • Make sure, that you have a copy of your license key! (or go to File->Update & License Management and write it down)
  • Now close the program and uninstall using the uninstaller.
  • Reboot (required if you have not closed the tray monitor of if the service was running during the uninstall)
  • Remove the data folder on your HD - double check, that you have exported everything before !!!
  • Re-install the software.

 

Now you have a blank installation.

If you only want to remove the database (with all lists, members and settings), then you can also stop the mail service, exit the program and remove ONLY the file db.mdb, db9.mdb or amlc.accdb. (WARNING: this will permanently delete all lists and members!). Now restart the program. This will reset the database, but will not remove the message drafts, logs, ... (only the lists and members). This can be required, e.g. if the database was corrupted or damaged and could not be repaired.

 

On how many computers can I install the software?

  • If you have purchased a single license, then you can install it on a single computer (1PC).
  • Client/Server Installation: You can install the program on your server and on a single PC in "Client Mode" using a single license.
  • Multiple Installations: If you want to install the software on multiple computers, then you need one license for each installation.
  • If you have upgraded from the professional to the eXtreme version, then you still have a single license. The professional license + the upgrade from professional to eXtreme equals a single eXtreme license.

 

Problem: Task "canceled"

The following reasons are possible, if the program does not send the mailing and shows "cancelled" in the "Sent Messages" section:

a) Mailing List (default, non-linked)
The list does not have any members or does not have any members with status "Subscriber". The program sends messages to "Subscribers" only!

b) Linked List
The mail service (which runs as windows service) cannot access the external database. This sometimes happens if the external database is located on a networked drive. 

The mail service runs with the user permissions "local system", of the machine on which it is installed. You can change the user in the "Options" -> "Core Settings" -> "Start MailList Controller Core Setup" -> "Custom Setup" -> click "Next" until you see "Run Service as User" and check it. Enter the username and password and click on "Finish".

If the user has no permissions to "Log on as a service" or if you have other problems, then you change the service permissions (user access privileges of the mail service) directly in your system (windows) configuration: 

Go to  Start->System->Administration->Services
Select "MailList Controller" and open the "Properties".
On the properties windows go to "Log On" and select "Log on as" ... "This Account".
Click on "Browse" and enter your login name. (retype the password, even if its already filled in)

The username has the following syntax:
HOSTNAME\username or .\username
DOMAINNAME\username


If you have changed the user and it still does not work, then please try to use an UNC instead of a drive letter (the specified drive letter might not exist for the user).
e.g. \\myserver\share\folder\database.xls instead of g:\folder\database.xls

 

Problem: Task does not start

The mail service (which runs as windows service) cannot access the "data" folder. This sometimes happens if data folder is located on a network drive. 

The mail service runs with the user permissions "local system", of the machine on which it is installed. You can change the user in the "Options" -> "Core Settings" -> "Start MailList Controller Core Setup" -> "Custom Setup" -> click "Next" until you see "Run Service as User" and check it. Enter the username and password and click on "Finish".

If the user has no permissions to "Log on as a service" or if you have other problems, then you change the service permissions (user access privileges of the mail service) directly in your system (windows) configuration: 

Go to  Start->System->Administration->Services
Select "MailList Controller" and open the "Properties".
On the properties windows go to "Log On" and select "Log on as" ... "This Account".
Click on "Browse" and enter your login name. (retype the password, even if its already filled in)

The username has the following syntax:
HOSTNAME\username or .\username
DOMAINNAME\username


If you have changed the user and it still does not work, then please try to use an UNC instead of a drive letter for the data folder. (the specified drive letter might not exist for the user). e.g. \\myserver\share\folder\data instead of g:\folder\data

 

Where do I find error messages?

You will find detailed information about the mailing and error messages in the "Log File". Please click on "Log File" to open the current log file or use "File -> Explor Log Files" to browse the log files by date. The program creates a new log file each day.

 

Limited mail accounts

Errors:
451 You have exceeded your messaging limits
553 Sorry, over your daily relay limit
"bad_address"

The above error messages are the response of your mail server and not a limitation of the program. It cannot send more messages, because your mail account or mail server has a limitation and does not accept further messages. Please contact your mail administrator or mail provider regarding this issue.

Please note, that the program cannot send more messages as your mail server allows. Some mail server have limits, e.g. some allow to send only x messages per hour. You can use the List Settings -> Outgoing Mail Server (SMTP) -> Limit feature to adjust the program to any limit.

If you have setup a limit in the List Settings -> Outgoing Mail Server (SMTP) then the mailing will stop after the limit was reached and will be re-scheduled to continue after the specified time.

 

"bad_address"

"bad_address" means that the mail server for outgoing messages (SMTP) has rejected the specified recipient.
In most cases an invalid authentication method or typo is the reason for this error message.
If you get this error after you have sent out some messages, then you might have reached a limitation on your mail server.

 

How can I backup my lists and settings?

You can either export your lists and drafts using the export functions, or backup the complete "data" folder (this works only when using an internal database, it will not work when using an ODBC database!). The program stores all lists and settings inside the "data" folder. The default location for version 6 or newer is inside the "public documents" or "shared documents" system folder. Please take a look at the "Options" for the exact data folder location or use the function "File->Misc->Explore Data Folder". We recommend to backup or export your lists on a regular base to avoid any data-loss!

 

How do I import a MS Excel or MS Access database?

Select the list and click on "Import". The program installs the required ODBC drivers during the setup.

Please make sure, that the first row of your MS Excel sheet contains the field names, e.g. Email. The field names should contain US-ASCII chars only without spaces in it. Check the sheet for invalid cells (e.g. with ####### in it) and for too large texts if you have problems using the import function.

 

How do I import plain text (CSV) files?

Select the list and click on "Import".

The plain text .csv (Comma Seperated Values) file should have the column names (field names) in the first line and one record on each line.
Fields divided by a comma ",".

e.g. file: database.csv (rename the file extension to .csv if you have problems with .txt)!

"Email","Name"
"support@yourdomain.tld","Support"
"office@yourdomain.tld","Office"


Please visit Wikipedia for more information about the csv file format.

 

How can I import email addresses from Microsoft Outlook?

Export the email addresses from Microsoft Outlook to CSV - Comma Separated Values (Text) and import the CSV (Text) file to your mailing list.
Please note, that you can import data to a "Mailing List" (non-linked list) only. A "Linked List" is linked to an external database file - if you want to add members to a linked list, then you need to add the new contacts to the external database.

 

ODBC: How to setup a DSN on 64bit systems for 32bit applications

If you have created the DSN using "Administrative Tools" -> "Data Sources (ODBC)" on a 64bit system, then a 32bit application will not be able to access the DSN!

To setup a DSN for 32bit applications (like MailList Controller) on 64bit systems you must use:
"%windir%\syswow64\odbcad32.exe"
(Run the odbcad32.exe in this folder and create a new DSN)

It should also work fine, if you create the DSN from within the software, e.g. during the list setup.
See also: http://support.microsoft.com/kb/942976

 

The program does not start when I run it as limited user

If you can start the program as power-user or administrator-user, used the express setup option (no custom data folder) and you try to start the program using a limited user account, then you might get the error message: "Open Database failed".

 

The program uses the public documents system folder by default as the data-directory.
C:\Users\Public\Documents\Arclab\MailList Controller\data
On some systems the limited user accounts have no ODBC access to files in this folder.

Solution: 

  • Uninstall and re-install the program. 

  • Now select "Custom Setup" in the Core Settings.

  • Change the data-directory to a different location, e.g. use c:\MailListControllerData or d:\data

    Important: 

    Don't use a folder inside the "Program Files", "Windows" or "Users" system folder!
    The system uses UAC virtualization and the mail service will not be able to access the files!

  • You can leave all the other options unchanged.

 

How can I change the charset?

You don't need to care about the charset. The program is written in unicode and messages will be sent out utf-8 encoded, which includes all charsets and languages.

 

What email accounts are support? Can I use IMAP?

MailList Controller supports SMTP (SSL/TLS), POP (SSL/TLS) and IMAP (SSL/TLS). This means you can use it with any mail account.

 

Can I use the program with my local MS Exchange server?

Yes, you can use it with your MS Exchange server. Please make sure, that IMAP is enabled on your MS Exchange server. Enter the name of your server as server for incoming and outgoing messages and select the authentication (SSL/StartTLS - if required).

 

Does the software send in TO, CC or BCC mode?

MailList Controller sends one separate message for each recipient (TO mode) - this means each subscriber get his own message message with only ONE email address in it. Its NOT possible to see the email addresses of other subscribers. The privacy of your subscribers is not at risk.

If your list has e.g. 1000 members, then the software sends 1000 messages - the same way as if you would send a message to each subscriber by hand.

 

Table / background-images and other issues in MS Outlook 2007/2010++

If you are missing table background images in MS Outlook 2007 ...

Previous versions of MS Outlook use IE to render html messages ...
MS Outlook 2007 uses the MS Word rendering engine instead of the IE engine.

This means:
- no background images in TABLE cells
- no background images in DIV tags
- no animated gif's
- no nested background colors
- no FLOAT attribute in DIV tags
- no POSITION attribute in DIV tags

The following page contains details about the MS Word 2007 support for HTML and CSS:
http://msdn.microsoft.com/en-us/library/aa338201.aspx

Please test each message before sending a mailing to your subscribers.

 

Why does the List Synchronization (Sync) take longer and longer?

If you have sent out a large mailing, then its normal that there will be a lot of returned messages and unsubscribe requests, so it could take some time to download and process all the messages ... but if you have not sent out a mailing and the synchronization takes longer and longer each time you synchronize, then there might be a problem with your settings for non-list messages.

A non-list message is anything which could not be processed automatically by the program, e.g. spam or a question/reply to your newsletter.

If you have selected to "Leave non-list messages on the POP3 server", then you need to take care of this messages by yourself! If you don't process and remove the messages from the POP3 server, then the number will increase and at some point you will have so many non-list messages on the POP3 server that the program cannot work any longer.

The best solution is to use the forward option, which will forward any non-list messages to a different email account and remove the messages from the lists POP3 account, so that the pop3 account will be cleaned each time the program does a "Synchronize".

Please take a closer look at the service log file (click on "Log file") after a "Synchronize" if you think that it takes too long. The program adds details about all incoming messages and remaining messages on the POP3 server to the log file.

 

POP3/IMAP Login failed

Please make sure, that you enter the correct POP/IMAP Server. The POP/IMAP server is the server for incoming mail. In some cases the servers for incoming and outgoing messages are different. Please take a look at the mail settings for POP3/IMAP on the help pages of your mail provider.

Please also make sure, that the user  is correct. The username is in some cases identical with the email address, but can also be different. You should get this information from the help pages of your mail provider.

 

Error: AMSG2MIME failed

  • This error occurs if you try send an attachment, which is currently opened (or locked) by another application.
    Please close the file (attachment) in the other application and retry.

  • One of your file attachments was removed or renamed.
    Please check your file attachments.

 

The fields of the "Subscribe" message are not recognized

Please verify the syntax of the subscribe message:

The message should have the following format. Its recommended to use plain-text mode.

 

From: someemail@somedomain.tld
To: your-list@your-domain.tld
Subject: Subscribe

Message-Body:
Email: members-email-address@somedomain.tld
Name: John Smith

 

The field-names are case sensitive, so "NAME" is not the same as "Name". If you have checked all the fields and have not found any problem, then please try to send a test subscribe message using your mail client.

 

Can I use a web form for subscribe/remove?

The program has a built-in tool to create a web form for subscribe/remove.
There is no manual coding required - it will generate the form and php-script automatically.

It's not required to use the built-in tool. Any form mailer, which sends a subscribe/remove message will work.
Please take a look at the user manual for details.

 

The mail service won't start anymore - how can I fix it?

Click on "Options" -> "Core Settings" -> "Start MailList Controller Core Setup" to install/setup the mail service again. Please make sure, that you use the same setup type, data folder and user as before. Complete the wizard and start the mail service.

Alternate: Uninstall the program and re-install the same version!

 

Can I use an external HTML editor to edit the message?

Step 1: Click on "New Message" in MailList Controller to open the editor.

Step 2: Click on "HTML Source"

Step 3: Check "Source Mode - Disable Rich-Text (HTML) WYSIWYG Editor".
This ensures, that the html source code will not be changed by the internal editor.

Step 4: Create the newsletter message in the external editor and save the .html file to your hard-disk.

Step 5: Go back to the MailList Controller Editor and select "File -> Import HTML" or click on the "Open" icon.

For a more detailed description please take a look at:
How do I use an external HTML Editor to edit an Email Newsletter Message?

 

How do I import a HTML file or purchased template?

Click on "Import -> HTML File" in the editor.

or

Click on "Templates" use "Import Custom Template".
Check the source mode if the template should be imported without changing the HTML source code.

 

What should I enter as POP/IMAP and SMTP server?

The SMTP server is the mail server for Outgoing Messages and the POP/IMAP server is the mail server for incoming messages.
Please refer to the information provided by your mail administrator or provider.
See also: A List of SMTP and POP3 Mail Servers (Mail Server List)

 

IMAP: How does it work?

The program will create a (sub) folder with the name "MailList Controller" the first time you synchronize the lists.

The folder will be created either at top level with the name "Inbox.MailList Controller"
or as sub folder of the Inbox folder with the name "MailList Controller" - depending on your mail server.

The program will move all processed messages (like Subscribe/Remove) from the folder "Inbox" into the folder "MailList Controller". You can use this folder as storage or backup. Please clean the folder if your account goes over quota - the program only moves processed list messages from the inbox to the storage folder - other messages like question or replies will be left in the "Inbox" folder.

 

What means [LMOS] and [NLM] in the log file?

[LMOS] = Leave Message On Server (when using POP3)
[NLM] = Non List Message (when using IMAP)

 

When I send a test message the personalization in To: does not work

The program replaces the personalization fields with values from the database when you check the option "Fill personalization fields with values taken from the first record of the list". This affects the subject, the message-body and also the friendly name part of the To-field.

The TO-line contains a combination of the friendly name and the email address.  "Friendly Name" <email@sampledomain.tld>
The email address used in the TO-line will be the email address of the test message recipient and NOT the email address taken from the first record of the list! (the test message should be sent to the specified test message recipient)

 

The php subscribe/remove form seems to be working, but no email will be sent

Some hosted web servers require that you define a default sender email address in the web server configuration, before you can use any php form mailer. You need to define the default sender in the web server configuration - not inside the program or the php form! The php-script should work fine after you have defined a default sender. Please also take a look at the help pages and FAQ of your web hosting service.

 

Error: Could not start Service: Error 193: 0xc1

This error occurs when you have a file with the name "Program" on the system drive. e.g. c:\Program
or if the service file amlcSVC.exe was damaged.

 

editor.exe "crashes" after installation of MS Internet Explorer 10

In some rare situations the installation of MS Internet Explorer 10 can cause the editor.exe to crash. We were unable to recreate the issue on our systems, but we found out, that other software products are facing the same problem. We hope that there will be a fix for IE10 available soon.


Solution:

Please make sure, that you have installed all available updates through the windows update service. If you have installed all updates and still facing the same problem then the only solution might be to remove MS Internet Explorer 10 via "Installed Updates" and reboot the computer. This will roll back the computer to IE9.

 

Update: There should be no problem with MS Internet Explorer 11 or newer

 

The editor does not save the changes when I click on "Save"

On some MS IE installations the save function of the internal message editor did not include the latest changes made in the "Rich-Text (HTML)" section.
This issue affects only older versions of MailList Controller. Please install version 9.4 or the latest version to fix this issue.
We recommend all MS Windows 8.1 and MS IE 11 users to update to the latest version.

 

Using McAfee Virusscan and MailList Controller

By default McAfee VirusScan blocks all outgoing messages sent by any program that it does not recognize. To solve this problem you need to tell McAfee that amlcSVC.exe (MailList Controller mail service) and editor.exe (internal editor - if you want to send a test message) is a 'trusted' program for sending emails. (Optional: If you want to run the connection test in the new list wizard, you should also add nlw.exe.)

1. Right click on the McAfee icon in the task tray
2. Select "Virus Scan Console"
3. Double-click on "Access Protection"
4. Click on the "Port Blocking" tab
5. Select "Prevent mass mailing worms from sending email" and press "Edit"
6. Add  "amlcsvc.exe,editor.exe" in the "Excluded Processes" edit field.

 

Not found an answer to your question?

Contact Arclab Support