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nathan_mills
nathan_mills, Customer Service
Category: Electronics
Satisfied Customers: 612
Experience:  Efficient Technician with more than 30 years of Experience.
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My Samsung tablet tab3 has stopped receiving e mails, have

Customer Question

My Samsung tablet tab3 has stopped receiving e mails, have contacted mym server and all the settings are correct so can you please help me ?
Submitted: 9 months ago.
Category: Electronics
Expert:  nathan_mills replied 9 months ago.

Hi Jean. Welcome to justanswer.

Can you tell me which email service are you using?

Customer: replied 9 months ago.
my e mail service provider is ; eclipse.co.uk
Customer: replied 9 months ago.
I do not wish to click on to securely connect or pay any more money.
Expert:  nathan_mills replied 9 months ago.

It's fine if you don't want to use desktop assistance. Are you using any app for your emails on your tab?

Customer: replied 9 months ago.
Nathan I have not received an answer to my problem yet!!
Expert:  nathan_mills replied 9 months ago.

Check the POP and/or IMAP settings are correct (if applicable).

Incoming Mail (pop3) server - mail.eclipse.co.uk
Outgoing Mail (smtp) server - smtp.eclipse.co.uk

Customer: replied 9 months ago.
Nathan yes all those settings are correct
Expert:  nathan_mills replied 9 months ago.

You are using the Google's Email app in your tab to access your eclipse email, right?

Customer: replied 9 months ago.
no I do not want to switch to Secure Remote Assistant as I have already paid you £18 to resolve the situation and that has not hap.pened. Yes my e mail app is Google
Expert:  nathan_mills replied 9 months ago.

Go to Settings- Apps. Find the email app from the list. Now Open it and tap clear data.

Customer: replied 9 months ago.
Nathan Have gone into settings and clicked on the email and can not find a clear data sign but have a confirm deletions one which says ask for confirmation before deleting email, would that be the one? Jean
Expert:  nathan_mills replied 9 months ago.

can you tell me what are the all the options there

Expert:  nathan_mills replied 9 months ago.

Is there Clear Cache option

Expert:  nathan_mills replied 9 months ago.

If you don't find it then click the Delete button that you see.

Now, from the home screen, tap Email, tap the Menu key, Tap Settings,Tap Delete account,Tap Delete.

Now restart your tab and again go to Email and follow all the steps given in this video to set up your account again. CLICK HERE FOR THE VIDEO.

Now check if you are receiving your emails or not

Customer: replied 9 months ago.
the options are Display, Composing and sending, Auto-advance, Confirm deletions, Priority senders and Spam addresses
Expert:  nathan_mills replied 9 months ago.

You tapped Settings-Applications. Under All applications, you found Email. Am I right?

Customer: replied 9 months ago.
or at the top there is a Delete account
Expert:  nathan_mills replied 9 months ago.

Tap it.

Expert:  nathan_mills replied 9 months ago.

Tell me once it is done.

Customer: replied 9 months ago.
It says when I tap it Deleting this account also deletes all account messages, contacts and other data from the device, so do I still tap it?
Expert:  nathan_mills replied 9 months ago.

Yes we will set the account again. Just delete it.

Customer: replied 9 months ago.
Have done that, so do I continue with the next step you gave me?
Expert:  nathan_mills replied 9 months ago.

No. You have already done that. Now press home button. And then tap Menu.

Expert:  nathan_mills replied 9 months ago.

Done?

Customer: replied 9 months ago.
I am on my home screen but all the apps are still on screen, including email and contacts, have not got a menu button. But have pressed the email button and it has come up to configure Email for most accounts in a few steps so do I fill that in?
Expert:  nathan_mills replied 9 months ago.

No do not fill it yet. On your home screen see if there is an icon of SETTINGS. Check the image I have attached.

Customer: replied 9 months ago.
have got that image
Expert:  nathan_mills replied 9 months ago.

Tap it. Then you will see Applications listed there

Customer: replied 9 months ago.
can see all the apps
Expert:  nathan_mills replied 9 months ago.

Find Email on that list

Customer: replied 9 months ago.
have it
Expert:  nathan_mills replied 9 months ago.

Tap it. You will see clear data

Customer: replied 9 months ago.
No it just says Configure Email for most accounts in a few steps. and asks for email adress, and password
Expert:  nathan_mills replied 9 months ago.

Okay. Leave it then. Restart your tab.

Customer: replied 9 months ago.
do I not fill it in to set up Account again?
Expert:  nathan_mills replied 9 months ago.

First restart it and then fill your details

Customer: replied 9 months ago.
have done that
Expert:  nathan_mills replied 9 months ago.

Now fill in your email account details by tapping Email icon from the Menu.

Customer: replied 9 months ago.
I have put my email address and password *****
Expert:  nathan_mills replied 9 months ago.

Now send a mail to yourself to check if you are receiving the emails or not

Customer: replied 9 months ago.
It will not let me move on from setting up account, it wants in server and out server information
Expert:  nathan_mills replied 9 months ago.

Incoming Mail (pop3) server - mail.eclipse.co.uk
Outgoing Mail (smtp) server - smtp.eclipse.co.uk

Expert:  nathan_mills replied 9 months ago.

Are you tapping Manual Setup

Customer: replied 9 months ago.
no
Expert:  nathan_mills replied 9 months ago.

Have you entered these servers

Customer: replied 9 months ago.
They want to know the port no on incoming server and outgoing server
Expert:  nathan_mills replied 9 months ago.

These are the details

Customer: replied 9 months ago.
It wont accept the information, it says Unable to connect to email server to verify your account information. No response from server.Continue or Cancel
Expert:  nathan_mills replied 9 months ago.

Try these

Outgoing SMTP port = 25
Incoming POP port = 110

Eclipse Server Settings
Outgoing SMTP Server = smtp.eclipse.co.uk
Incoming POP3 Server = mail.eclipse.co.uk

Expert:  nathan_mills replied 9 months ago.

Can you tell me how you are connected to internet, via wifi or mobile network?

Customer: replied 9 months ago.
Via wi-fi
Expert:  nathan_mills replied 9 months ago.

Ok tap email. After entering your email and password, tap manual setup

Expert:  nathan_mills replied 9 months ago.

Jean, are you there?

nathan_mills, Customer Service
Category: Electronics
Satisfied Customers: 612
Experience: Efficient Technician with more than 30 years of Experience.
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Expert:  nathan_mills replied 9 months ago.

Jean, you need to CLICK HERE. A page will open, press I Agree. A file will get downloaded. Run/Open that file to start the session

Expert:  nathan_mills replied 9 months ago.

Have you downloaded the desktop assistance file

Customer: replied 9 months ago.
Nothing has come through yet. Am really getting up tight about this situation and if it costs me any more money than I paid for your services will not be amused.
Expert:  nathan_mills replied 9 months ago.

Open this link. Press I agree on that page.

Expert:  nathan_mills replied 9 months ago.

A file will get downloaded. Open that file.

Expert:  nathan_mills replied 9 months ago.

Run the file which gets automatically downloaded. Once the session starts I will be able to guide you better.

Expert:  nathan_mills replied 9 months ago.

I have attached some images. Select Manual Setup. Then select IMAP

Customer: replied 9 months ago.
I have clicked on to the above and nothing has been downloaded
Expert:  nathan_mills replied 9 months ago.

Press Ctrl J on your keyboard. And then check download section. Do you see Elsinore.screenconnect file

Customer: replied 9 months ago.
Still nothing has been downloaded
Expert:  nathan_mills replied 9 months ago.

Did you press I Agree

Customer: replied 9 months ago.
Expert:  nathan_mills replied 9 months ago.

In your computer, under downloads folder, check once.

Expert:  nathan_mills replied 9 months ago.

If you are unable to open the session, then I will try to solve it here only.

Open Email on your tab

Expert:  nathan_mills replied 9 months ago.

Enter your Email username and password, and then select the "Manual setup" option.

Customer: replied 9 months ago.
there is nothing in my Downloads folder
Expert:  nathan_mills replied 9 months ago.

Check if your anti virus is blocking the download.

Expert:  nathan_mills replied 9 months ago.

If it is not happening then don't waste time on that. Have you clicked Manual Setup on your tab after entering your email and password ***** Email app?

Customer: replied 9 months ago.
Nothing has happened but because every time I click on the box to safe the file still nothing happens so went into the Library and have about 5 documents saved but still no download
Expert:  nathan_mills replied 9 months ago.

Don't click on save. When the download is complete. Just click the file to open it.

Expert:  nathan_mills replied 9 months ago.

Jean, leave it now. Open your tab now and follow the steps I am providing you.

Customer: replied 9 months ago.
Still will not download, it starts connecting but as soon as I click on cancel saving the file it stops. I have to go out now for the afternoon so will get back to you later.
Expert:  nathan_mills replied 9 months ago.

Why are you clicking cancel. Reply when you will be free so that we can continue.

Customer: replied 9 months ago.
In the box it says save the file or cancel, have tried both and have tried clicking the red cross in the right hand corner. Still nothing happens.
Expert:  nathan_mills replied 9 months ago.

When you click save the file, then what it asks to do?

Customer: replied 9 months ago.
nothing I just wait to see if it will download, but it doesn't
Expert:  nathan_mills replied 9 months ago.

Jean open your tab

Expert:  nathan_mills replied 9 months ago.

Press Email app icon

Customer: replied 9 months ago.
Hello Nathan I am back Jean
Expert:  nathan_mills replied 9 months ago.

Hi Jean. This problem has taken a lot of time. So let's resolve it now

Expert:  nathan_mills replied 9 months ago.

Tap Email on your tab. Enter your credentials and press Manual Setup

Customer: replied 9 months ago.
i hope we can. I have clicked my email tab and it goes straight into the email inbox
Expert:  nathan_mills replied 9 months ago.

Your email box? Are you receiving emails?

Customer: replied 9 months ago.
No but since I communicated with you last tried putting all the information in again and it has reverted back to where we started but without the trash box
Expert:  nathan_mills replied 9 months ago.

Delete this account from the email's setting

Customer: replied 9 months ago.
I am in the emails settings what do I do to delete it?
Expert:  nathan_mills replied 9 months ago.

There is an option of Delete account on top. Do you see it. May be a a sign of bin is displayed.

Customer: replied 9 months ago.
I have deleted the email account I hope what next?
Expert:  nathan_mills replied 9 months ago.

Now again go to Email

Customer: replied 9 months ago.
have got set up account do I fill in the details now?
Expert:  nathan_mills replied 9 months ago.

What do you see? Do you see the option to set up account

Expert:  nathan_mills replied 9 months ago.

Yes enter the details and then press Manual setup

Customer: replied 9 months ago.
Expert:  nathan_mills replied 9 months ago.

When you press the Manual setup, there will be three options. Pop3, IMAP and Exchange.

Customer: replied 9 months ago.
see the 3 options
Expert:  nathan_mills replied 9 months ago.

Press IMAP

Customer: replied 9 months ago.
OK
Expert:  nathan_mills replied 9 months ago.

Username - your full email address

Password ***** your password

IMAP Server - mail.eclipse.net.uk

Port - 143

Security type - None

Once done, select "Next".

Customer: replied 9 months ago.
done that now it is flashing on IMAP path prefix, what do I put in there?
Customer: replied 9 months ago.
It does say optional
Expert:  nathan_mills replied 9 months ago.

Imap path prefix- INBOX

Expert:  nathan_mills replied 9 months ago.

Once done, choose next. Now it will check for incoming server setting

Customer: replied 9 months ago.
It now says Unable to connect to email server to verify your account information. No response from server Then it says Cancel or Continue
Expert:  nathan_mills replied 9 months ago.

Continue

Expert:  nathan_mills replied 9 months ago.

Your tab is connected to wifi right?

Customer: replied 9 months ago.
Now we are into Outgoing server settings, have you got those for me?
Expert:  nathan_mills replied 9 months ago.

SMTP Server- smtp.eclipse.co.uk

Port- 25

Require sign-in should NOT be selected.

Expert:  nathan_mills replied 9 months ago.

Security type-None

Expert:  nathan_mills replied 9 months ago.
Username - your full email addressPassword ***** your password
Expert:  nathan_mills replied 9 months ago.

Tap Next

Customer: replied 9 months ago.
Sorry to say have just lost the lot that I have put in And am back to the beginning so assume I start again.
Expert:  nathan_mills replied 9 months ago.

Okay. Fill in the details. Everything is written above

Customer: replied 9 months ago.
connected to wifi. The same box has come up Unable to connect to email server to verify your information etc so do I press continue again?
Customer: replied 9 months ago.
I know you must be busy Nathan, but are you still there? Have not had an answer as to whether to press continue again
Expert:  nathan_mills replied 9 months ago.

Yes press continue

Customer: replied 9 months ago.
Account options now
Expert:  nathan_mills replied 9 months ago.

Peak Schedule- Every 15 minutes

Off- peak schedule- Every 15 minutes

Check Sync Email

Uncheck Send email from this account

Notify me when email arrives

Check automatically download attachments

Expert:  nathan_mills replied 9 months ago.

Ian what happened?

Customer: replied 9 months ago.
It now says Your account is set up, and email is on its way! So now half afraid to go into email. Jean.Have gone into emails but all I have got at the moment is a title on the left saying SENT and the connect circle is just going around and around, but no inbox to click.
Expert:  nathan_mills replied 9 months ago.

I am sorry the message was for some other customer.

Enter both the fields.

And press Next

Customer: replied 9 months ago.
How do I enter the fields?
Expert:  nathan_mills replied 9 months ago.

Its upto you. Leave the optional field blank. And type your name

Expert:  nathan_mills replied 9 months ago.

Your Email will then be downloaded to your device. This may take some time, depending on your connection speed and the size of your email.

Customer: replied 9 months ago.
No I am actually into my emails but instead of having on the left hand side, inbox , dra fts, sent and trash so I can c?lick the one I want, which of course is inbox all I have got as a box to click is Sent, so how do I get theothers back again
Expert:  nathan_mills replied 9 months ago.

Turn off your device and then turn it back again

Customer: replied 9 months ago.
No it is still the same, just one box with Sent.
Expert:  nathan_mills replied 9 months ago.

Go to Settings. Add acount.

Expert:  nathan_mills replied 9 months ago.

What is your email id?

Customer: replied 9 months ago.
Do you me Samsung
Expert:  nathan_mills replied 9 months ago.

No I mean what is your email username.

Customer: replied 9 months ago.
Expert:  nathan_mills replied 9 months ago.

Everything has been setup correctly. I don't know why your email is not set up. Try this last thing. From Settings, go to Add account

Customer: replied 9 months ago.
have done that
Expert:  nathan_mills replied 9 months ago.

Enter your username password. Then Manual Setup. Then POP3

Expert:  nathan_mills replied 9 months ago.

Username - your full email address;

Password ***** your password

POP3 Server - mail.eclipse.net.uk

Port - 110

Security type - None

Expert:  nathan_mills replied 9 months ago.

Tell me if you get the error which you got earlier

Customer: replied 9 months ago.
Do I tick the box for Send email from this account by default?
Expert:  nathan_mills replied 9 months ago.

No. Don't tick it

Expert:  nathan_mills replied 9 months ago.

Did your tab checked for INCOMING SERVER SETTINGS?

Customer: replied 9 months ago.
It says Account setup error Account already in use
Expert:  nathan_mills replied 9 months ago.

Jean, do one thing. Log into your account from computer and check if you are able to sign in ?

Customer: replied 9 months ago.
I have just logged in and sent this email. Where would I check for Incoming server settings tab?
Expert:  nathan_mills replied 9 months ago.

The account is already set up that is why it is not setting up through pop3

Expert:  nathan_mills replied 9 months ago.

Delete it once again. And set up through pop3

Expert:  nathan_mills replied 9 months ago.

Jean is your tab connected to eclipse wifi network?

Customer: replied 9 months ago.
Have to go now so will contact you again tomorrow. Feel I have tried to set it up before with pop3, but we will see tomorrow. What a mess am beginning to believe we will never solve this, and I must say it is very worrying for an 80 year old!!
Customer: replied 9 months ago.
NO my wifi network is ThomsonBB5448
Expert:  nathan_mills replied 9 months ago.

We will start tomorrow from the scratch and then maybe it will be resolved. Fingers crossed. See you tomorrow

Expert:  nathan_mills replied 9 months ago.

Do you have an active mobile internet plan?

Customer: replied 9 months ago.
H Nathan Jean here, some good news have sent myself a testing email and it came through, at the bottom of the page it says unable to connect to server
Customer: replied 9 months ago.
But now it has said it failed, so not good news at all
Customer: replied 9 months ago.
Should I get in touch with my server, Eclipse .co.uk and ask them to close down my connection and open up a new account with them?
Expert:  nathan_mills replied 9 months ago.

Jean do you use mobile internet?

Customer: replied 9 months ago.
I use the internet on my tablet, is that what you mean?
Expert:  nathan_mills replied 9 months ago.

Which mobile operator are you using?

Expert:  nathan_mills replied 9 months ago.

I mean like orange, t-mobile, o2, vodafone etc

Customer: replied 9 months ago.
I do?n,t honestly know, can I find out on my tablet
Expert:  nathan_mills replied 9 months ago.

Do you have any sim card installed on your tab?

Customer: replied 9 months ago.
have just taken it out and trying to get it back in again.
Expert:  nathan_mills replied 9 months ago.

Which network's sim card is it?

Expert:  nathan_mills replied 9 months ago.

See this image.

Customer: replied 9 months ago.
Expert:  nathan_mills replied 9 months ago.

Who is your network provider?

Customer: replied 9 months ago.
on my tablet at the moment has come up with my Eclipse Webmail Login, if that is any help
Expert:  nathan_mills replied 9 months ago.

On your tab, go to

  1. Tap Settings.
  2. Tap More settings.
  3. Tap Mobile networks.
  4. Tap Network operators.
  5. Tap Search now.

Now tell me what do you see on the list.

Customer: replied 9 months ago.
I think you are looking for ThomsonBB5448
Expert:  nathan_mills replied 9 months ago.

That is your wifi network. I was asking about mobile network.

Customer: replied 9 months ago.
I don,t have the internet on my mobile phone if that is what you mean. Don,t have mobile networks on my more settings
Expert:  nathan_mills replied 9 months ago.

Yes I was asking about that only.

Jean delete the account once again. We will try to set it again.If this time also it fails then you should contact eclipse. Because we are doing everything right from this end.

Customer: replied 9 months ago.
Have deleted the account, so now are you going to give me instructions or do you want me to follower the pop3 instructions?
Expert:  nathan_mills replied 9 months ago.

No I will guide you. Enter your details and tap NEXT

Customer: replied 9 months ago.
have done that
Expert:  nathan_mills replied 9 months ago.

What is it asking?

Customer: replied 9 months ago.
What type of account Pop3 IMAP or Microsoft Exchange ActiveSync
Expert:  nathan_mills replied 9 months ago.

POP3

Expert:  nathan_mills replied 9 months ago.

Username - your full email address;

Password ***** your password

POP3 Server - mail.eclipse.net.uk

Port - 110

Security type - None

Customer: replied 9 months ago.
Ok Have done that
Expert:  nathan_mills replied 9 months ago.

Got the error or the outgoing server window opened?

Customer: replied 9 months ago.
Got the Alert Unable to connect to emailserver to verify your account. No response from server W.Shen I entered the details under pop3 server it said pop3chittenden5.eclipse.co.uk So left it like that was that the right answer?
Expert:  nathan_mills replied 9 months ago.

This is where the problem is occurring. The server is not responding. pop3 server should be mail.eclipse.net.uk

Expert:  nathan_mills replied 9 months ago.

As shown in this image

Customer: replied 9 months ago.
Has gone onto Outgoing server settings
Expert:  nathan_mills replied 9 months ago.

Without error?

Customer: replied 9 months ago.
straight onto outgoing server settings
Expert:  nathan_mills replied 9 months ago.

Great.

Now enter the details as in this image

Customer: replied 9 months ago.
Sorry lost everything and tried to do it again from pop server and now it has come up setup could not finish Authentication failed. edit details, so wht do I do now?
Expert:  nathan_mills replied 9 months ago.

Tap edit details if you are getting the option

Customer: replied 9 months ago.
done that
Expert:  nathan_mills replied 9 months ago.

On which page?

Expert:  nathan_mills replied 9 months ago.

If you are at incoming server page then tap next upto outgoing server page

Customer: replied 9 months ago.
It has come up again Set up could not finish Server does not support authtentication then edit details so someting must be wrong with details. Should The SMTPserver be more than just eclipse.co.uk?
Expert:  nathan_mills replied 9 months ago.

Try smtp.chittenden5.eclipse.co.uk

Customer: replied 9 months ago.
No just says unable to connect to email server to verify your account information. No response from server
Expert:  nathan_mills replied 9 months ago.

You were entering smtp.eclipse.co.uk ?

Customer: replied 9 months ago.
The first time I did but then you told me to put in smtp.chittenden5.eclipse.co.uk
Expert:  nathan_mills replied 9 months ago.

The problem is now at their end only. I think you should contact eclipse now. Till then if you want to use the email from tab, then use it from browser of your tab

Customer: replied 9 months ago.
Ok will get in touch with them again. Thank you for trying so much over the last 4 days and hope I can get it sorted. What happened about the Expert Service Offer? hope I am not being billed for that, as it did not come about.
Expert:  nathan_mills replied 9 months ago.

Yes that will be refunded to you. Have a wonderful evening.

Customer: replied 9 months ago.
Thank you Nathan for being so patient with me, must of been tearing your hair out at some point!!! Bye Jean
Expert:  nathan_mills replied 9 months ago.

Jean it is my job to help you. I wish I was able to sort your issue out. I hope you didn't had a bad experience.

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