Email Troubleshooting

Sections

    Where do I find my Email settings?

    My Email client continually asks me for my username and password.

    SSL trust error in Email client / application

    Sending and receiving mail fails and might produce an error message

    Slow Email download or Email client syncing continually

    Always check the below before proceeding:

    1.  Confirm that you are connected to the internet
    This seems like a ridiculous suggestion, but in many cases the internet was disconnected even though it showed an active connection
    2.  Ensure your Email settings are correct
    More often than not, e-Mail settings are incorrect due to various reasons and worth your while to check

    Please note
    Should you have followed the above steps and you are still experiencing difficulty to send and receive, kindly look at the below instructions to test your connection.

    BASIC
    3.  Run a SPEED TEST
    Ask GOOGLE for a “speed test” and confirm there is no latency (delays)
    4.  PING test
    A continuous ping test will confirm if you are experiencing packet loss (data being transferred across the network).
    Access the CMD prompt (Press and hold the WINDOWS key + R) on your PC and type in ping 8.8.8.8 -t
    5.  Traceroute
    You can obtain your mail server address by navigating to mail settings.  Enter your Email address or domain and click GO.  The mail server address is also your webmail address provided in the results
    Access the CMD Prompt (Press and hold the WINDOWS key + R) on your PC followed by tracert mailserveraddress and press ENTER
    The results will show any time-outs that may occur that will influence the sending and receiving of mail
    6.  Check IP address
    Ask GOOGLE for your “IP address” and then navigate to mxtoolbox.com to check if your IP address has been blacklisted.
    If this is the case, please request that your ISP removes the blacklist.  Please find the complete guide here.

    The below should be performed by a qualified IT technician as you might run the risk of losing your data:

    ADVANCED
    7.  Check the anti-virus manufacturer’s website to confirm any additional settings for your e-Mail  
    client

    In many cases your anti-virus software can cause a conflict and therefore it might be necessary to
    check if you are required to change certain settings to allow correct sending and receiving of mail.
    8.  Repair Outlook
    Run the repair function in Outlook
    9.  Start Outlook in SAFE MODE
    This should be done if you are not able to access Outlook.
    10.Run the inbox repair tool to repair your .pst file
    Should the .pst (aka personal folder file) be corrupt this will rectify the issue in most cases.

    Please note:
    As a courtesy to our valued clients, we provide comprehensive installation details about how to use certain third-party products, such as Apple (IOS) and Samsung (Android), as well as Outlook and Mac, but we neither endorse, nor directly support any third-party products and therefore we are not responsible for the functionality, compatibility or reliability of these products. We are also not affiliated with, endorsed, or sponsored by any of these third party vendors.

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