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