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General E-Mail Troubleshooting
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Article # 251
Created: 03/05/2002
Modified: 7/15/2016

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The following is a list of the most common causes for email failure. We have seen these issues come up time and time again so if you're experiencing problems with your email please review this list carefully as most of the time your email issue can be resolved by following the directions in this article:

Remember: Even if your mail program is giving you an error - you can always access your Email with your Web-based Email: Go here for how to access your Webmail


Check Your Account Settings
You Can Receive But Not Send Mail
Antivirus Settings
"Sorry that domain isn't in my list of rcpthosts" Error Message
”Quota Exceeded”/Full Mailbox Issues
Your Mail Program Locks Up When Receiving Mail
Webmail: How To Access Your Email Remotely
Miscellaneous/Other Issues


Check Your Account Settings
Having the incorrect account settings in your mail client will prevent you from being able to successfully send and/or receive email. If you are encountering errors when trying to send/receive email you should verify your account settings. Enter your email address at this site to find the correct settings for your email address:
http://tools.estreet.com/emailSupport/emailinfolookup.lasso
If you've checked your email settings and they are all correct your problem could be as simple as local computer instability. This is why it's always recommended to shutdown and restart your computer when experiencing email issues as you'd be suprised how often this will resolve the issue.
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You Can Receive But Not Send Email
This problem is usually due to "Port 25 blocking". Many internet providers have started blocking port 25 (the port most commonly used to send email) to try to control spam. This means that if you are connected to the internet through an ISP that is blocking port 25 you will not be able to send email unless you change your outgoing port number to 587 and enable SMTP authentication or use the outgoing SMTP mail server of your ISP. Please see the following for more info: http://kb.estreet.com/article.lasso?article=627
If port 25 blocking is not your issue, the problems you're having with sending mail may be due to antivirus or firewall settings. Please see the next section for more information on this.
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Antivirus Settings
One of the most common mail client issues is due to a setting in antivirus software often called "email scanning". Having this setting enabled in your antivirus can cause intermittent to frequent errors when trying to send and/or receive email. The most common errors related to this issue are 'unable to connect to the server' and server timeout errors. In Outlook you will see error numbers like 0x800cccOE, 0x800ccc0D, 0x800cccOF, 0x80042108, or 0x8004210a/b. Here are some instructions on how to disable email scanning for a few of the more common antiviruses on the market:
     Norton Antivirus
     1.) Exit any email programs that are running, such as Microsoft Outlook or Outlook Express.
     2.) Start Norton AntiVirus.
     3.) If Norton AntiVirus is installed as part of Norton SystemWorks or Norton Internet Security,           then start that program.
     4.) Click Options.
     5.) If you see a menu, click Norton AntiVirus.
     6.) In the left pane, click Email.
     7.) In the right pane, uncheck Scan incoming Email and Scan outgoing Email.
     8.) Click OK.
     9.) If you use Norton AntiVirus 2006/2005, then in the Protection Alert dialog box, on the drop-          down menu, click Permanently, and then click OK.
     10.) Exit Norton AntiVirus.

     McAfee Antivirus
     1.) Open McAfee Antivirus or McAfee Security Center
     2.) Click on the "Virus scan" icon
     3.) Click "Configure VirusScan options"
     4.) Uncheck the box labeled "Scan email and attachments"
     5.) Click "Apply" and then "OK"
     6.) Restart your mail program and try again.

     Norton Antispam
     -If you are receiving errors that your mail program is timing out when trying to connect to the server, it's very possible that your problem is being caused by Norton Antispam. Norton Antispam is included with Norton Internet Security and is known to cause problems with Outlook 2002, but it may occur with other mail programs as well. The error message usually caused by Norton Antispam is "0x8004210a". To turn off Norton Antispam, just open Norton Internet Security and disable Norton Antispam. After disabling Norton Antispam, restart your mail program and try to send and receive mail again.

If your antivirus software is not found in the above list please contact your antivirus support for more information.
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"Sorry that domain isn't my list of allowed rcpthosts" Error Message
If you get an error when you are trying to send mail that says "Sorry, that domain isn't in my list of allowed rcpthosts (#5.7.1)" you are trying to send mail through a mail server that does not have you authenticated as an allowed sender.
The best way to eliminate this issue is to enable SMTP authentication in your mail program. The following URL will explain how to make those changes: http://kb.estreet.com/article.lasso?article=627
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"Mailbox Quota Exceeded”/Full Mailbox Issues
If you receive a "Mailbox quota exceeded" warning or if someone else is receiving a "Recipient's mailbox is full" error when sending to you, you'll need to check the setting in your mail client that leaves copies of your messages on our server. For instructions on how to fix this setting in your mail client please see this article:
http://kb.estreet.com/article.lasso?article=380
Another quick, but temporary, fix to this issue is to manually delete messages off the server through your webmail interface. Be sure to "Purge Deleted" or "Empty Trash" after deleting messages from your webmail account. Please see the webmail section below if you are not sure how to access your webmail account.
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Your Mail Program Locks Up When Receiving Mail
The most common cause of this issue is a large email that is just too big to download into your computer. Initially the best approach is to be patient, as extremely large emails may take several minutes to download or possibly much longer if you're on dial up connection. If the large email fails to download or if you just get tired of waiting you can log into your webmail account to read and delete the email from there. Sometimes your mail client will remain stuck even after you've deleted the large email from the webmail site. If this happens you should be able to clear it up by simply restarting your computer.
Another cause for mail clients locking up is when your mail client (this is most common in Outlook and Outlook Express) tries to download a spam message with malformed headers. These emails typically have no address in the "To" field of the message as well as no subject. When your mail client tries to download the email it doesn't know how read the malformed headers and it causes things to lock up. The following is a common error associated with this issue:
Account: account name, Server: server name, Protocol: POP3, Port:110, Secure(SSL): No, Error Number 0x80004005
If you experience this issue you will need to log into your webmail account and delete the offending message. If you do not know how to access your webmail account please see the next section for more information.
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Webmail: How To Access Your Email Remotely
Webmail allows you to access your email from any computer with internet access so it can be a helpful troubleshooting tool or a reliable alternative when you're having problems with your mail client. If you have an 'estreet.com' email address you can access webmail here:
http://webmail.estreet.com
     Username: your full email address (example@estreet.com)
     Password: your email password

If you have a custom name (Ex: john@mydomain.com) you can access your webmail account by replacing "mydomain.com" with your domain name in the following example:
http://webmail.mydomain.com
     Username: typically the first part of your email address (everything before the @)
     Password: your email password


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Miscellaneous/Other Issues

Old/Out of Date Mail Client Software
This problem is common with older Eudora or Outlook Express mail programs. Make sure you are running the latest versions of these "freebie" mail clients. Go to Microsoft and download a new Internet Explorer with Outlook Express (www.microsoft.com/windows/ie) or update your Eudora (www.eudora.com).

Telnet to your POP Account
To find information on how to telnet into your POP account please see this article:
kb.estreet.com/article.lasso?article=69

Outlook Express for a Mac Issues
If you’re using Outlook Express on a Mac and the above suggestions did not fix your problem you might try compacting your cache and rebuilding your mail database:
kb.estreet.com/article.lasso?article=165

Internet Connection is Down
You must be connected to the Internet to get your mail. Check to make sure you have a connection to the Internet. Make sure you are online and open your web browser, (Internet Explorer or Netscape, etc.), and go to a web page. You might go to one that you haven't been to in a long time and make sure to click the Reload or Refresh button so you get a fresh copy from the Internet. If your browser fails to display the page, you are not connected to the Internet or your connection settings are incorrect.

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Document Information
Article # 251
Category: E-Mail
Platform: ALL
Created: 03/05/2002