Microsoft Entourage

This section contains troubleshooting information for the Microsoft Entourage client

554 Error Message

Step 1: Verify that BlueTie is set as the default account
Step 2: Verify that SMTP Server Requires Authentication is checked
Step 3: Change the outgoing port

Can not send using SSL

Make sure Anti-virus scanning Outgoing email has been disabled.

Cannot Receive Email

Step 1: Verify Internet connectivity
Step 2: Verify account settings (POP / IMAP)
Step 3: Verify MX Records are pointed correctly
Step 4: Check for cause of problem in the bounceback message
Step 5: Verify that the correct email address is on the account
Step 6: Check the Junk-Mail folder on the web application

Cannot Send Email

Step 1: Check for cause of problem in the bounceback message
Step 2: Verify account settings (POP / IMAP)
Step 3: If message is stuck in the outbox, then try switching the outgoing port to 5125
Step 4: If still stuck move the messages to drafts folder and try to send a new one

Prompt for Network Username and Password

Step 1: Verify username and password are entered correctly
Step 2: Verify account settings (POP / IMAP)
Step 3: If prompt continues to occur, close Entourage and then re-open and see if the problem still occurs
Step 4: Try changing the outgoing port