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JamesI
JamesI, Technician
Category: Electronics
Satisfied Customers: 796
Experience:  I have provided on site support for a range of devices from media to telecoms.
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Why has my Samsung CE0168 Model SM 7310 tablet suddenly stopped

Resolved Question:

Why has my Samsung CE0168 Model SM 7310 tablet suddenly stopped receiving emails (they still go to the laptop). I can still send emails from my tablet.
Submitted: 2 years ago.
Category: Electronics
Expert:  JamesI replied 2 years ago.
JamesInch :

Hi, are you using BTInternet as a mail provider?

Customer:

No, TalkTalk. Two weeks ago I was able to send/receive emails on my tablet (and on family laptop). Now3 I can send emails from tablet but NOT receive them.

JamesInch :

Ok but you can still receive e-mails on your laptop

Customer:

Yes.

JamesInch :

Ok, are you familiar wioth your tablet, if so can you confirm what POP3\incomming mail server settings you have

Customer:

Oh dear !!! Were do I find that?

JamesInch :

Let me check the manual :-)

JamesInch :

I cant find your tablet on the samsung website

Customer:

Samsung CE0168, model SM-7310

JamesInch :

Is it a samsung Galaxy Tab?

Customer:

Samsung Galaxy Tab3

JamesInch :

right, their website doesnt list them down as the model above, thats should help thanks

Customer:

POP3 mail.talktalk.net - Port 110

JamesInch :

Ok, what is the e-mail check frequency set to

Customer:

LOL ...... where do I find that?

JamesInch :

That should be on one of the account settings where the pop3 setting was

JamesInch :

Right, under the e-mail settings

JamesInch :

Under data usage heading

JamesInch :

is Sync e-mail checked

JamesInch :

Then click sync scheudle and let me know what is set

Customer:

Cant find that

JamesInch :

Right under e-mail, press menu then settings

JamesInch :

On the left should be your TalkTalk account?

Customer:

!!!! on the same page as POP3 setting shows the following : Username/Password/POP3 server/Security type/Port/Delete email from server

Customer:

Sync email is "ticked"

JamesInch :

ok

JamesInch :

Im guessing the software version may be different to the one in my manual but not to worry

JamesInch :

Can you see sync schedule?

Customer:

yes

Customer:

!!!

JamesInch :

Right what is the sync schedule set to

JamesInch :

Sorry about the delay, there appears to be a lag in me seeing your messages

Customer:

every 15 minutes !!!!!!!

JamesInch :

Right so thats looking correct, ok let me go and check some of the other settings

Customer:

There is also a peak schedule set up ..... is that right?

JamesInch :

Thats fine, as long as they are turned it should work

JamesInch :

its going to take a while as I need to talk to talk talk, so will come back to you alter regarding this.

Customer:

how can I find out?

Customer:

OK, catch up later

JamesInch :

Right

JamesInch :

It appears your using POP3 all these settings look correct but the talk talk support pages suggest IMAP should be used where possible.
The best thing I can recommend is that we create a new account from start to finish, and once we have that sending and receiving we then delete the account which isnt working.

JamesInch :

To setup a new account from email, click settings

JamesInch :

Then touch "add account" at the top, enter your e-mail username and password.
Then touch "Manual Setup" followed by "IMAP Account"

JamesInch :

For server use mail.talktalk.net
Port: 143

JamesInch :

Has that worked?

Customer:

Unfortunately, no. Says "unable to connect to server".

Customer:

I don't want to change my existing email address, merely want it to receive emails like it was doing a few weeks ago.

JamesInch :

You should need to change your existing e-mail address, by setting up a new account but with the same credentials it will validate that there is a issue at TalkTalk's end

JamesInch :

Since your using the settings as per their website, and it maybe they have changed their policy to restrict tablets connecting etc

JamesInch :

So I am clear, you created a new account on the tablet using the same setting as above, and using the same e-mail and its still giving you the error?

Customer:

Yes, James. Says cannot connect to server AND email address already in use.

JamesInch :

Ah, thats a new one, it may be worth going into the existing account which isnt working and just put the number 1 in front of the e-mail address and save it, then try and create the account again. If the new account works I would delete the old one and use the new one, if it doesnt work let me know what error message you get, and ill see if I can make any sense of it and liaise with TalkTalk and save you hitting your head against a brick wall

Customer:

Nothing is happening. When I tried to set up a new email address I got "Authentication failed". (Not quite got to the head banging stage yet !!!!). When I "add" email address, it is not saving/showing up.

JamesInch :

Ok may be a stupid question but the username your using are you able to login to talktalk webmail using it?

JamesInch :

http://www.talktalk.co.uk/mail/?check_cookie=1

JamesInch :

The only other thing which comes to mind is have you ticked the option for secure \ encrypted connection.

JamesInch :

Was this ever working or have you only been able to receive from your laptop

Customer:

OMG ... where do I find that connection?????

Customer:

Up until a couple of weeks ago I COULD receive emails on my tablet.

JamesInch :

This is where it gets tricky as your version is different to what I am seeing net me have a look and see if I can point you in the right direction, I would ahve thought it should have come up on the page when you clicked manual setup

JamesInch :

Thats what makes me think its a Talk Talk setting.

JamesInch :

As these settings aren easily changed (in error) as they are hidden away

Customer:

Doesn't come under "manual setting", only username/password/IMAP server/security type/port/IMAP path prefix !!!! Or do I have to check on the laptop email settings (I am not thick, just OLD)

Customer:

Couldn't see anything on laptop re. secure/encrypted connection

JamesInch :

I think on the tablet it may be named security type, does it say SSL

JamesInch :

This is the hard thing with tablets I cant remotly get on them to see what you see

Customer:

No, but I can change it to SSL if need be OR SSL (all certificates)

JamesInch :

set it to SSL initially and see if that fixes it

JamesInch :

This might help you the talk talk help pages give a user guide here

JamesInch :

http://help2.talktalk.co.uk/guided-assist/how-do-i-set-my-email

JamesInch :

Select Setting up email on my smartphone/tablet

JamesInch :

Choose the domain your e-mail belongs to eg talktalk.net

JamesInch :

Select android OS

JamesInch :

I do feel though from what you have told me all the settings are correct

JamesInch :

The fact we even tried using IMAP rather than POP3 and its still not working seems suspisous

JamesInch :

One check which would probably help is checking when you login to webmail you can see e-mail, as your home pc might be downloading them from the server and storing them locally if setup with POP3 rather than IMAP.

Customer:

Well, what do you know - IT WORKED, you are a genius. Thank you for all your help and patience BUT is there anyway I can retrieve all my emails from my old account?

JamesI, Technician
Category: Electronics
Satisfied Customers: 796
Experience: I have provided on site support for a range of devices from media to telecoms.
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