Email Troubleshooting

Below are some troubleshooting steps you can take if you are having issues checking, and/or sending email. If you are using another provider other than Nationwide Internet for your connection, you will probably need to use your providers SMTP server.

Check your Connection:
More often than not, if you're having problems with checking and sending email, the issue will lie with your connection. The easiest way to check your connection is to try to go to http://www.nationwide.net, or any other web page and see if you are able to pull it up. If not then the issue is most probably with your connection, and you should troubleshoot your connection. Please see the troubleshooting page that corresponds with the type of internet connection you are currently using, DSL, Dial-Up, etc.

Check your Settings:
If your connection to the internet is working properly, but you are still having problems checking and/or sending your email, you should check you settings making sure that they are all correct, and haven't been changed by 3rd party software such as virus scanners. If you are using Outlook Express or Outlook, you can remove your account and rebuild it using the setup procedure listed. If you are using any other clients, you do not want to delete your account. Doing so may delete everything in your inbox, and you may loose all your email.

How To Turn On SMTP Authentication

For Windows Mail (Vista)
Add SMTP Authentication for an off-network connection:

1. Open Windows Mail.
2. Click on Tools.
3. Click on Accounts.
4. Select your email account.
5. Click on Properties.
6. Click on the Servers tab.
7. Check the checkbox next to "My server requires authentication."
8. Click on the Settings button.
9. Select "Log on using."
10. Enter your email address for E-mail username.
11. Enter your email password.
12. Check the checkbox next to "Remember password."
13. Click OK.
14. Click on the Advanced tab.
15. Make sure that the Outgoing mail (SMTP) port is set to 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
16. Click OK.

For Outlook 2007
Add SMTP Authentication for an off-network connection:

1. Open Outlook.
2. Click on Tools.
3. Select Account Settings.
4. On the E-mail tab, select your email account.
5. Click Change.
6. Click on the More Settings button.
7. Click on the Outgoing Server tab.
8. Check the checkbox next to "My outgoing server (SMTP) requires authentication."
9. Click on the Advanced tab.
10. Make sure that the Outgoing server (SMTP) port is set to 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
11. Click OK.
12. Click Next.
13. Click Finish.
14. Click Close.

Outlook or Outlook Express
Add SMTP Authentication for an off-network connection:

1. Open Outlook
2. Click on Tools
3. Click on Accounts
4. Click on Mail
5. Click on your email account
6. Click on Properties
7. Click on the Servers tab
8. Make sure your Outgoing Mail (SMTP) server is set to mail."yourdomain" (e.g. mail.nationwide.net)
9. Check the checkbox next to "My server requires authentication"
10. Click on the Settings button
11. Select "Log on using"
12. Enter your username* and password
13. Check the checkbox next to "Remember password"
14. Click on OK
    
    * your username is your full email address (user@yourdomain.com)

1. In Outlook, drop down the Tools menu
2. Choose Accounts or Account Options
3. Click on the Mail tab
4. Click on Properties
5. Click on the Advanced tab
6. Make sure that the Outgoing server (SMTP) port is set to 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
7. Make sure that the box that says This connections requires a secure connection(SSL) is NOT checked
8. Click OK
9. Restart Outlook

Netscape Communicator 4.x
Add SMTP Authentication for an off-network connection:

1. Open Communicator, pull down the Edit menu and select "Preferences..." to display the Preferences window.
2. In the Preferences window, select "Mail & Newsgroups" and then click the triangle or + sign to the left of "Mail & Newsgroups" to expand the menu.
3. Select the "Mail Servers" category under the "Mail & Newsgroups" heading.
4. Type the appropriate server name in the "Outgoing mail (SMTP) server:" box.
5. Type your e-mail user name in "Outgoing mail server user name:" box and click "OK".

1. Launch Netscape
2. Drop down the Edit menu, and choose Preferences
3. Expand Mail and Newsgroups by click the + sign
4. Click Mail Servers
5. On the right side check that the Outgoing Mail Server: from mail."yourdomain" to mail."yourdomain":25 (e.g. mail.nationwide.net:25) If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
6. Click OK
7. Restart Netscape

To check the outgoing mail port (Netscape 7.x):

1. Launch the Netscape mail client
2. Drop down the Edit menu, and choose Mail and Newsgroup Account Settings
3. Click Outgoing Server (SMTP)
4. On the right hand side next to server name it should say Port: 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
5. Click OK
6. Restart Netscape

Qualcomm Eudora Light 2.x/3.x
Add SMTP Authentication for an off-network connection:

1. You will need to upgrade to Eudora 4.3.2, available from Qualcomm's Eudora site. When you upgrade to Eudora 4.3.2 you will be able to keep your older Eudora settings.
2. SMTP authentication works in Eudora 4.3.2's 'Light Mode' (basic features and no advertisements), which can be selected by opening Eudora, pulling down the Help menu, and selecting "Payment & Registration...". In the Payment & Registration window, click on the "Light Mode" button and close the window.
3. To turn on SMTP authentication on a Macintosh, open Eudora, pull down the Special menu and select "Settings..." to display the Settings window. In the Settings window, select the "Hosts" category on the left-hand side.
4. To turn on SMTP authentication on a Windows workstation, open Eudora, pull down the Tools menu and select "Options..." to display the Options window. In the Options window, select the "Getting Started" category on the left-hand side.
5. For both Macintosh and Windows, type the appropriate server name in the "SMTP" box.
6. Select the "Allow authorization" checkbox and click "OK.

1. Navigate to your Eudora install directory.
2. Look in the Eudora directory for the directory "extrastuff".
3. In this directory is a file named "esoteric.epi". Drag (copy or move) this file into the main Eudora directory. There will now be options extra listed, including a Ports page.
4. Make sure that the port is set to 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
5. Launch Eudora
6. Drop down the Tools menu, and choose Options
7. Click on Ports
8. Make sure that the port is set to 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
9. Click OK
10. Restart Eudora

1. Then check the outgoing port:
2. For version 6.0 and up, quit Eudora and look in the Eudora Application Folder for the folder "Extras". In this folder is a file "Esoteric Settings". Drag this file into the "Eudora Stuff" folder.
3. Launch Eudora
4. Drop down the Special menu, and choose Settings
5. Click on Ports and Protocols
6. Make sure that the port is set to 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
7. Click OK
8. Restart Eudora

1. Launch the Mozilla mail client
2. Drop down the Edit menu, and choose Mail and Newsgroup Account Settings
3. Click Outgoing Server (SMTP)
4. On the right hand side next to server name it should say Port: 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
5. Make sure that the port is set to 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
6. Click OK
7. Restart Mozilla

1. Launch Entourage
2. Drop down the Tools menu, and choose Accounts
3. Click on Mail , and go to Properties
4. Click Advanced Sending Options
5. Make sure the box that says "This POP service requires a secure connection" is unchecked
6. Check the box that says "Override default SMTP port:" and enter in port 25. If you are using an Internet provider other than Nationwide Internet, you might have problems sending email using port 25. If so, and your email address ends with a domain that Nationwide Internet owns and manages (i.e nationwide.net), you can try port 587. If so, and your email address ends with a domain that you or your company owns and manages, you can try port 1025.
7. Click OK
8. Restart Entourage

Remove Your Account

To remove your account in Outlook Express:

• Click on Tools, go to Accounts.
• Go the Mail tab, and click on it.
• Highlight the account you would like to remove and click on the button labeled "Remove."
• Rebuild the account as you would set it up for the first time.

• Click on Tools, go to Email Accounts (Accounts in older versions).
• Place a dot next to View or change and existing e-mail account.
• Highlight the account you would like to remove and click on the button labeled "Remove."

For other email clients, whether Windows or Macintosh, you can go through the setup procedure and check that your settings are good. Again, do not remove you account, or you may loose all your email.

Other

Virus Scanners and Firewalls:
If your connection is working and you have checked your account settings, but are still having issues checking and/or receiving email, the next thing to look at is either your virus scanner, or any firewalls you may have. For testing purposes you should disable both your virus scanner and firewall to see if that clears up the issue. If it does, then you will need to contact the vendor of the software for a resolution.

To disable the firewall that comes with Windows XP, go to Start > Control Panel. You should see the Windows Firewall icon. Click on the icon and choose "Off," then "Ok."

Email gets stuck or duplicate emails:
Usually you will see this issue with dial-up accounts. This usually occurs when you have a very large email in your account, or one of the headers is corrupt. You can use your webmail account to view your email and delete the problem email, or move it to a different folder other than the inbox.

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