This section contains troubleshooting information for various email issues
Help with Email issues related to junk mail, otherwise known as spam
Step 1: Click on the message that was flagged as junk
Step 2: Open the message header
Step 3: Check the X-Spam-Status to determine the score that the message received
Step 4: Check the SPAM scoring table to determine how the score matches up with the account SPAM threshold
Step 5: Check the X-Spam-Report to determine why the message was flagged as junk
This section contains POP / IMAP troubleshooting information for various email clients
Note: POP, IMAP, and SMTP is not available for free accounts.
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
This section contains troubleshooting information for the Microsoft Entourage client
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
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 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
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
Make sure Anti-virus scanning Outgoing email has been disabled.
Make sure Anti-virus scanning Outgoing email has been disabled.
Please click on an error code below for troubleshooting steps on resolving common Microsoft Outlook issues.
Error Message -
Task 'pop.bluetie.com - Sending' reported error (0x80040109) : 'The
operation cannot be performed because the message has been changed.'
Troubleshooting -
1) Disable email scanning and then restart Outlook
2) Check for any add-ins that may have altered the message by going to
Tools -> Options -> Other -> Advanced Options... -> Add-In Manager...
Error Message:
0x8004011D - The server is unavailable
Problem:
Configuration error on exchange server
Troubleshooting:
1.) Add the BlueTie account into the Send / Receive group
Error:
0x80040201 - Unknown Error
Resolution:
This error has been known to occur for users migrating from an Exchange environment and is generated while sending to users from within the company only. The company contacts still reference the Exchange server which is either no longer in service or is not configured properly. Please check with systems adminstrator for resolution to this error.
Cause:
Fix:
Error Message:
Task ‘EMAIL ADDRESS’ - Sending and Receiving' reported error (0x8004060C) : 'Unknown Error 0x8004060C'
Resolution:
This error is known to occur in Microsoft Outlook 2002 and usually indicates that the .pst file has reached it's capacity. For further resolution to this problem please visit the following link for a patch issued by Microsoft:
http://support.microsoft.com/?kbid=304863
Error Message - Task 'pop.communityspeak.org - Receiving' reported error (0x80040900) : 'The server name you entered can not be found on the network (it might be down temporarily). Please verify that you are online and that the server name is correct.'
Troubleshooting -
Error Message -
Task 'Blue Tie - Receiving' reported error (0x80042108) : 'Outlook is unable to connect to your incoming (POP3) e-mail server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'
Troubleshooting -
1.) Verify Internet connectivity
2.) Verify account settings
3.) Verify BlueTie is the default account
4.) Telnet to pop.bluetie.com and verify that port 110 is enabled
5.) Disable Internet Security or verify that Firewall is configured properly
6.) Disable Anti-virus software
7.) If still not working, restart computer.
8.) If still not working, contact the computer administrator or Internet Service Provider
Error Message -
Task 'Blue Tie - Receiving' reported error (0x80042108) : 'Outlook is unable to connect to your outgoing (SMTP) e-mail server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'
Troubleshooting -
1.) Verify Internet connectivity
2.) Verify account settings
3.) Verify BlueTie is the default account
4.) Telnet to smtp.bluetie.com and verify that port 25 and / or 5125 is enabled
5.) Disable Internet Security or verify that Firewall is configured properly
6.) Disable Anti-virus software
7.) If still not working, restart computer.
8.) If still not working, contact the computer administrator or Internet Service Provider
Error Message - The operation timed out waiting for a response from the receiving (POP) server 0x8004210a. A time-out occurred while communicating with the server 0x800ccc19
Troubleshooting -
Error:
0x8004210B
Resolution:
1) Verify POP / IMAP settings
2) Change outgoing port to 5125
3) Restart computer
Cause:
This behavior can occur if the Folders.dbx file is missing, damaged, or using the read-only attribute.
Resolution:
Note: Email may be lost during this procedure. It is important that you save any important email
| 1. | Click Start, point to Find, and then click Files or Folders. |
| 2. | In the Named box, type folders.dbx. |
| 3. | In the Look In box, click your primary hard disk (usually drive C), and then click Find Now. |
| 4. | Right-click the Folders.dbx file, and then click Rename. |
| 5. | Type folders.old, and then click OK. |
| 6. | Start Outlook Express. This creates a new Folders.dbx file automatically |
Error Message - No connection could be made because the target machine actively refused it. The server could not be found. (pop.bluetie.com, POPserver:'pop.bluetie.com', Error Number: 0x800CCC0D) Task 'pop.bluetie.com - Sending and Receiving' reported error (0x800CCC0D): 'The connection to the server was interrupted. If this problem continues, contact your server administrator or Internet service provider (ISP). The server responded: 0x800CCC0D'
Troubleshooting -
Error Message - The connection to the server has failed. Account: 'pop.bluetie.com', Server: 'pop.bluetie.com', Protocol: POP3, Port: 110, Secure (SSL): No, Socket Error: 10061, Error Number: 0x800CCC0E The connection to the server has failed. Account: 'pop.bluetie.com', Server: 'pop.bluetie.com', Protocol: SMTP, Port: 25, Secure (SSL): No, Socket Error: 10061, Error Number: 0x800CCC0E
Troubleshooting -
Error Message - Your server has unexpectedly terminated the connection. Possible causes for this include server problems, network problems, or a long period of inactivity. Account:’pop.bluetie.com’, Server: pop.bluetie.com’, Protocol: POP3, Port: 110, Secure (SSL): No, Error Number: 0x800CCC0F
Troubleshooting -
1.) Verify Internet connectivity
2.) Verify account settings (POP / IMAP)
3.) Disable email scanning
4.) Telnet to verify that Firewall allows access to the ports being used
Error Message - No connection could be made because the target machine actively refused it.
Troubleshooting -
Error Message - A time-out occurred while communicating with the server 0x800ccc19
Troubleshooting -
Error Message - SECURE_CONNECT_FAILED - Unable to connect using SSL.
Troubleshooting -
Error Message:
Cause:
Fix:
Error Message - The message could not be sent because one of the recipients was rejected by the server. The rejected e-mail address was 'test@bluetie.com' . Subject 'test', Account: 'Test', Server: 'smtp.xxxxxxx.xxx', Protocol: SMTP, Server Response: '550 5.7.1 Unable to relay for user@domain.com', Port: 25, Secure(SSL): No, Server Error: 550, Error Number: 0x800CCC79
Cause:
Fix:
Error Message - Connection to the server has failed, account ‘pop.bluetie.com' error: 0x800CCC7A: No sender address specified.
Troubleshooting -
Verify account settings ( POP / IMAP )
Verify there is a valid email address in the To field
Error Message - There was a problem logging onto your mail server. Your Password was rejected. Account: 'pop.bluetie.com’, Server: 'pop.bluetie.com', Protocol: POP3, Server Response: '-ERR Invalid Password', Port: 110, Secure (SSL): No, Server Error: 0x800CCC90, Error Number: 0x800CCC92
Troubleshooting -
Verify username and password are entered correctly.
Troubleshooting email problems with Microsoft Outlook 2000
Step 1: Verify that BlueTie is set as the default account
Step 2: Verify that Outgoing Server Requires Authentication is checked
Step 3: Change the outgoing port
Step 1: Verify Internet connectivity
Step 2: Verify account settings (POP / IMAP)
Step 3: Verify MX Records are pointed correctly
Step 4: Verify that the correct email address is on the account
Step 5: Check the Junk-Mail folder on web application
Step 6: Check for an Outlook error code and refer to our common error code resolutions or visit the Microsoft knowledge base
Step 7: If receiving large attachments, increase the server time out or login to account and move any large emails to a folder other than the Inbox. Then click send / receive in the email client
Step 8: Disable email scanning
Step 9: Check Outlook version and download any available updates
Step 1: Verify Internet connectivity
Step 2: Check for cause of problem in the bounceback message
Step 3: Verify account settings (POP / IMAP)
Step 4: Change outgoing port to 5125
Step 5: Check for an Outlook error code and refer to our common error code resolutions or visit the Microsoft knowledge base
Step 6: Click here if a message is stuck in the outbox
Step 7: If sending large attachments, increase the server time out
Step 8: Disable email scanning
1.) Change the outgoing port
2.) Move message(s) to drafts folder and try sending a new one
3.) If message is still stuck, click Tools, then Options
4.) Click the Mail Delivery tab
5.) Make sure that Send Messages Immediately When Connected option is checked under the Mail Account Options section
6.) Disable email scanning
Troubleshooting email problems with Microsoft Outlook 2002 / XP for Windows based systems
Step 1: Verify that BlueTie is set as the default account
Step 2: Verify that Outgoing Server Requires Authentication is checked
Step 3: Change the outgoing port
Step 1: Verify Internet connectivity
Step 2: Verify account settings (POP / IMAP)
Step 3: Verify MX Records are pointed correctly
Step 4: Verify that the correct email address is on the user account
Step 5: Check the Junk-Mail folder on web application
Step 6: Check for an Outlook error code and refer to our common error code resolutions or visit the Microsoft knowledge base
Step 7: If receiving large attachments, increase the server time out or login to account and move any large emails to a folder other than the Inbox. Then click send / receive in the email client
Step 8: Disable email scanning
Step 9: Check Outlook version and download any available updates
Step 1: Verify Internet connectivity
Step 2: Check for cause of problem in the bounceback message
Step 3: Verify account settings (POP / IMAP)
Step 4: Change outgoing port to 5125
Step 5: Check for an Outlook error code and refer to our common error code resolutions or visit the Microsoft knowledge base
Step 6: Click here if a message is stuck in the outbox
Step 7: If sending large attachments, increase the server time out
Step 8: Disable email scanning
1.) Change the outgoing port
2.) Move message(s) to drafts folder and try sending a new one
3.) If message is still stuck, Click Tools
4.) Click Options
5.) Click the Mail Delivery tab
6.) Make sure that 'Send Messages Immediately When Connected' option is checked under the 'Mail Account Options' section
7.) Disable email scanning
Troubleshooting email problems with Microsoft Outlook Express 6 for Windows based systems
Step 1: Verify that BlueTie is set as the default account
Step 2: Verify that 'Outgoing Server Requires Authentication' is checked
Step 3: Change the outgoing port
Step 1: Verify Internet connectivity
Step 2: Verify account settings (POP / IMAP)
Step 3: Verify MX Records are pointed correctly
Step 4: Verify that the correct email address is on the user account
Step 5: Check the Junk-Mail folder on web application
Step 6: Check for an Outlook error code and refer to our common error code resolutions or visit the Microsoft knowledge base
Step 7: If receiving large attachments, increase the server time out or login to account and move any large emails to a folder other than the Inbox. Then click send / receive in the email client
Step 8: Disable email scanning
Step 9: Check Outlook version and download any available updates
Step 1: Verify Internet connectivity
Step 2: Check for cause of problem in the bounceback message
Step 3: Verify account settings (POP / IMAP)
Step 4: Change outgoing port to 5125
Step 5: Check for an Outlook error code and refer to our common error code resolutions or visit the Microsoft knowledge base
Step 6: Click here if a message is stuck in the outbox
Step 7: If sending large attachments, increase the server time out
Step 8: Disable email scanning
1.) Change the outgoing port
2.) Move message(s) to drafts folder and try sending a new one
3.) If message is still stuck, Click Tools
4.) Click Options
5.) Click the Mail Delivery tab
6.) Make sure that 'Send Messages Immediately When Connected' option is checked under the 'Mail Account Options' section
7.) Disable email scanning
Step 1: Verify username and password are entered correctly
Step 2: Verify account settings (POP / IMAP)
Step 3: If prompt continues to occur, close Outlook and then re-open and see if the problem still occurs
Step 4: Try changing the outgoing port
This section contains troubleshooting information for the Mozilla Thunderbird 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 for the email domain (company.com) 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 user 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
This section contains troubleshooting information for the Qualcomm Eudora 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 for the email domain (company.com) 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 user 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
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
Step 2: Verify that SMTP Server Requires Authentication is checked
Step 3: Change the outgoing port
Help with Email issues in the web application
If the Auto Complete feature is not working in your account please confirm that this feature has been turned on in your preferences. This can be turned on in your user preferences under the contact section.
Step 1: Set the browser default settings
Step 2: Verify that a supported browser and operating system is being used
Step 3: Verify Active Scripting is enabled in browser
Step 4: Disable Accessibility Options
Step 5: Clear cache
Step 6: Verify that a web accelerator is not running
Step 7: Configure Browser Privacy
Step 8: Disable Internet Security
Step 9: Download any available updates
Step 1: Make sure a supported operating system and browser is being used
Step 2: Set the browser default settings
Step 3: Clear cache
Step 1: Make sure a supported operating system and browser are being used
Step 2: Click on the message and press the Delete key on keyboard, click the Delete icon (red X) in application, or drag the email to the trash folder
Step 3: Verify that the browser is set to automatically Check for newer versions of stored pages
Step 4: Verify that a web accelerator is not running
Winmail.dat files are proprietary to Microsoft applications and are not able to be viewed within the web interface. You can, however, view them when reading your email in Microsoft Outlook or by using a 3rd party winmail.dat viewer.
To prevent sending winmail.dat files, the sender should set the default email format in Outlook to Plain Text and NOT use Microsoft word as the default editor for email messages.
To have the sender configure this setting:
1. Open Microsoft Outlook / Outlook Express
2. Click Tools
3. Click Options
4. Click the Mail Format tab
5. Set Compose in this message format to Plain Text
6. Un-check the check box to use Microsoft Office Word to edit email messages
Note: Holding the CTRL key down will allow pop-ups to go through on most pop-up blockers
Step 1: Make sure a supported operating system and browser are being used
Step 2: Make sure all pop-up blockers are disabled or that www.bluetie.com (or branded URL) is in the allowed list
Step 3: Clear cache
Step 4: Disable Internet Security
Step 5: Check for Windows updates
Please verify the following if you are having problems sending from a web form to a Blue Tie account or mailing list:
1) Verify that the email is not going to the Junk-Mail folder of the recipient
2) If the form is being sent with a From Email address that is in our system, verify that you are using smtp.bluetie.com with authentication to send. The authentication must use the username and password that the From address is associated with.
3) If the form is being sent with a From Email address that is not in our system, verify that you are not using smtp.bluetie.com to send out. This will look like a spoofed email message and will result in the email being rejected.
Step 1: Verify a supported operating system and browser are being used
Step 2: If sending a large attachment, allow at least a few minutes for the email to be sent
Step 3: Check for problems in bounceback message
Step 1: Login to account
Step 2: Click Preferences
Step 3: Click Email Forwarding
Step 4: Verify that the account is not forwarding to an alias which is on the account
Step 5: Verify there is no mailing list or forwarding from another account
Note: The inbox will take a long time to load if there are several unread messages in an account or after clearing cache. If the account has a large number of unread message (hundreds or thousands), we recommend setting up an IMAP account to manage the email.
Step 1: Verify a supported operating system and browser are being used
Step 2: Click the inbox to try and load the email
Step 3: Disable / Enable Email on account
Step 4: Check to see if account is over quota
Step 5: Verify that a web accelerator is not running
Step 6: Clear cache
Step 1: Verify Internet connectivity
Step 2: Clear cache
Step 3: Close the web browser, reopen it, log back in and try sending the message again
Step 4: Disable Internet Security
Step 1: Verify the account is not over quota
Step 2: Check to see if message was sent to the Junk-Mail folder
Step 3: Send test messages from both an internal account and an outside account (ie. Gmail, Yahoo!, etc)
Step 4: Check for problem in the bounce back message
Step 5: Verify the correct email address is on the account and is spelled correctly
Step 6: Verify the MX records are pointed to mail.bluetie.com
Note: We do not currenlty support POP servers which require SSL
Step 1: Verify that the correct account settings are being used
Step 2: Verify that the POP email button is visible
Step 3: Verify the messages are not being filtered to another folder such as Junk-Mail
When attempting to upload a file using SecureSend™, some users may experience an issue where the Java applet appears to be loading, but is frozen, displaying a red 'X'.
To resolve this issue, please ensure that the current version of java is installed (You can check the status here ), then follow these steps:
1) Close down all browser windows
2) Go to your computer's control panel
3) Open the Java control panel (double-click on the "Java" icon)
4) Within the new window that displays, make sure you are in the General tab. Within the "Temporary Internet Files" section, click "Settings"
5) Click the "Delete Files" button
6) Click OK
You may now open your browser and log into your account. SecureSend™ should load properly.
If the user cannot see the 'cc' or 'bcc' field please just click on the 'show Cc' or 'show Bcc' button at the top of the compose window to make these viewable.