User's Manual

198 Chapter 15 : Troubleshooting
• Instead of upgrading, access your free accounts using your
device’s Web app. You cannot access these accounts in the Email
app.
• Make sure your email provider, ISP, or wireless service provider allows
you to access email on a device via POP or IMAP. (Some providers do
not offer this option at all; other providers require an upgrade for you to
access email on a device.)
• Email provider settings may change. If your email account was working
but you are currently experiencing problems, check with your email
provider to find out whether any of the account settings have changed.
You may need to manually change some email settings on your device
(see Enter advanced account settings).
I have problems sending and receiving email
• Make sure that your data connection to your mail server or email
service provider has not been interrupted (see I don’t know if I have a
data connection).
• Short periods of time when email is unavailable are common, due to
server problems or poor wireless coverage. If you have problems
sending or receiving mail for an extended period of time, check with
your ISP or email service provider to verify that the service is working
properly, and check with your wireless service provider for outage
information in your area. Tap the mail header in your account Inbox to
see the last time the account was updated.
• Short periods of time when email is unavailable are common, due to
server problems or poor wireless coverage. If you have problems
sending or receiving mail for an extended period of time, check with
your ISP or email service provider to verify that the service is working
properly, and check with AT&T for outage information in your area. Tap
the mail header in your account Inbox to see the last time the account
was updated.
• For problems sending and receiving email using an Exchange email
account, see the following sections:
• I have an Exchange account at work, but my data is not being
downloaded to my device
• I entered the settings to sync with Exchange, but I can’t
synchronize with my company’s Exchange server
• A notification tells me that ActiveSync encountered a problem on
the server
• A notification tells me that ActiveSync encountered a problem with
[item type] [item name]
I have problems sending email (IMAP and POP accounts)
If you are able to receive email messages but cannot send them, try the
following:
• Turn on authentication (see Set up email when automatic setup fails).
Many service providers require authenticated access, or ESMTP, to use
their SMTP servers for outgoing mail.
• Turn off Wi-Fi if you are connected to a Wi-Fi network (see Turn Wi-Fi
on/off). This allows your device to send email over the phone network
instead. Some Wi-Fi networks prevent outgoing mail messages.
• Confirm the port number for the outgoing mail server. Many ISPs require
a specific port number, and that number may differ from the default port
number.
• Enter the name of a different outgoing mail server for sending mail (see
Set up email when automatic setup fails). Many ISPs, such as cable
companies, require that you have an Internet connection to their
network to send email through their servers. In this case, you can almost
always receive email from these accounts, but if you want to send
email, you must send it through another server. Check with your email
service provider for the correct outgoing mail server name.
I can send but not receive email (IMAP accounts)
Some IMAP email providers don’t support the setting to receive email As
items arrive. Check with your email provider to see if this situation applies
to your account. If your device is set to receive email as it arrives, try
changing the Sync setting for Get Email to 5 or 10 minutes (see Enter
advanced account settings).
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