Email troubleshooting

First step - test your account using webmail

Whether or not you normally use webmail, log into webmail with your full email address and password.

If you cannot log in, either your mailbox does not exist or your password is incorrect. Log into the CMS and click the 'Email setup' tab to check that the mailbox exists, from here you can also reset the password (if you change the password remember to change it in Outlook or other email client).

Is your mailbox full (problem with incoming email)?

At the top right of your Inbox you will see the available space left in your mailbox. If this is very low, emails will be rejected. If this is the case the first step is to delete items in your deleted folder, to make more room.

To do this click Folders -> Deleted Items

Check redirection (problem with incoming email)

Click Options -> General and check that you have not inadvertently ticked 'Don't deliver to this mailbox'.

Check your filters (problem with incoming email)

Click Options -> Filters. If you have any filters set up, click on each filter and un-tick 'Enable filter' to temporarily disable the filter. Check your email again, if incoming emails are now being delivered you know that the problem lies with one of your filters.

Webmail will not let me delete emails!

When you delete emails they normally go into the 'deleted' folder. If your mailbox is full you need to delete emails in your 'deleted' folder before you can delete any items from other folders.

Problems with email clients (such as Outlook)

If you can log in via webmail and everything is working fine, but are having problems with your email client (such as Outlook), read this section.

General

Sometimes problems with internet connections can result in the mailserver locking you out, as it thinks you are still connected. Always wait 30 minutes for the mailserver to drop the connection before assuming that there is a problem with your email service.

Microsoft Windows is not as reliable as most people would wish and we always recommend that you reboot your PC before and try your email again before reporting an error.

I cannot receive emails

1. Make sure you have set the username as your full email address.
2. Make sure the password is correct.
3. Make sure the incoming (POP3) mail server is set to mail.ukasp.net
4. Make sure "log on using Secure Password Authentication is NOT CHECKED
5. Make sure you have clicked the "Send/Receive" button in your email client (e.g. Outlook or Outlook Express).

I can receive emails but cannot send them

1. Make sure that "my server requires authentication" is checked in the "server properties" tab for the email account.
   
   
2. Some ISPs do not allow you to use external mailservers to send emails. AOL and Wanadoo (Freeserve) are two examples. In this case you will get the message "Your server has unexpectedly terminated the connection. ... Error code 0x800CCC0F".
   
   You will need to check your ISPs documentation to check which SMTP server to use and any other setup details.
   
   The incoming mailserver should still be mail.ukasp.net, the incoming user name should be your full email address (not your Wanadoo or AOL email address). This will ensure that you will receive emails correctly.

I keep getting the error 'host mail.ukasp.net not found' (or similar)

If this error occurs on more than one computer on your network it is likely to be a problem with your internet connection provider (e.g. BT, Demon, Tiscali, AOL etc.).

You may find that disconnecting from the internet and reconnecting (or rebooting your router) will solve the problem.

If not:

1. Click 'Start'
2. Click 'Run'
3. Then type 'Command' (without quotes)
4. In the black 'DOS box' type: ping mail.ukasp.net then press the return key
5. If the ping test reports an error there is a connection problem between the client and our mailserver, this will be down to the ISP that they use to connect to the internet.

If the ping test is OK, the problem is likely to be with Outlook, Anti-virus software or your firewall.