This section contains troubleshooting information for the Apple Mail client
Make sure Anti-virus scanning Outgoing email has been disabled.
Step 1: Verify Internet connectivity
Step 2: Verify account settings (POP / IMAP)
Step 3: Verify MX Records are pointed correctly
Step 4: Check with sender to see if they receive a bounceback message for possible cause of problem
Step 5: Verify that the correct email address is on the account
Step 6: Check the Junk-Mail folder on the web application
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
1.) Click Mail
2.) Click Preferences
3.) Click on the IMAP account in left pane
4.) Verify that the email address is an address that is assigned to the user's account
5.) Verify that the incoming mail server is imap.bluetie.com
6.) Verify that the user name is entered correctly
Note:The username should be in the format of username.enterprise or their default sender address
7.) Verify that the outgoing server is smtp.bluetie.com
Note:It may help to sound out the letters of smtp ('S' as in Sarah, 'M' as in Mary, 'T' as in Tom, 'P' as in Paul)
8.) Click the Server Settings button
9.) Verify that the outgoing port is set to either 25 or 5125
10.) Verify that Use Secure Sockets Layer (SSL) is not checked
11.) Verify that the Authentication field is set to Password
12.) Verify the user name and password are entered correctly
13.) Click the OK button
14.) Click the Advanced menu
15.) Verify that Keep copies of messages for offline viewing: is set to Don't keep copies of any messages