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nathan_mills, Customer Service
Category: Electronics
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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: 1 year ago.
Category: Electronics
Expert:  nathan_mills replied 1 year ago.

Hi Jean. Welcome to justanswer.

Can you tell me which email service are you using?

Customer: replied 1 year ago.
my e mail service provider is ; eclipse.co.uk
Customer: replied 1 year ago.
I do not wish to click on to securely connect or pay any more money.
Expert:  nathan_mills replied 1 year 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 1 year ago.
Nathan I have not received an answer to my problem yet!!
Expert:  nathan_mills replied 1 year 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 1 year ago.
Nathan yes all those settings are correct
Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

can you tell me what are the all the options there

Expert:  nathan_mills replied 1 year ago.

Is there Clear Cache option

Expert:  nathan_mills replied 1 year 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 1 year ago.
the options are Display, Composing and sending, Auto-advance, Confirm deletions, Priority senders and Spam addresses
Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
or at the top there is a Delete account
Expert:  nathan_mills replied 1 year ago.

Tap it.

Expert:  nathan_mills replied 1 year ago.

Tell me once it is done.

Customer: replied 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
Have done that, so do I continue with the next step you gave me?
Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

Done?

Customer: replied 1 year 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 1 year 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 1 year ago.
have got that image
Expert:  nathan_mills replied 1 year ago.

Tap it. Then you will see Applications listed there

Customer: replied 1 year ago.
can see all the apps
Expert:  nathan_mills replied 1 year ago.

Find Email on that list

Customer: replied 1 year ago.
have it
Expert:  nathan_mills replied 1 year ago.

Tap it. You will see clear data

Customer: replied 1 year 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 1 year ago.

Okay. Leave it then. Restart your tab.

Customer: replied 1 year ago.
do I not fill it in to set up Account again?
Expert:  nathan_mills replied 1 year ago.

First restart it and then fill your details

Customer: replied 1 year ago.
have done that
Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
I have put my email address and password *****
Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
It will not let me move on from setting up account, it wants in server and out server information
Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

Are you tapping Manual Setup

Customer: replied 1 year ago.
no
Expert:  nathan_mills replied 1 year ago.

Have you entered these servers

Customer: replied 1 year ago.
They want to know the port no on incoming server and outgoing server
Expert:  nathan_mills replied 1 year ago.

These are the details

Customer: replied 1 year 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 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
Via wi-fi
Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

Jean, are you there?

nathan_mills and other Electronics Specialists are ready to help you
Expert:  nathan_mills replied 1 year 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 1 year ago.

Have you downloaded the desktop assistance file

Customer: replied 1 year 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 1 year ago.

Open this link. Press I agree on that page.

Expert:  nathan_mills replied 1 year ago.

A file will get downloaded. Open that file.

Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
I have clicked on to the above and nothing has been downloaded
Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
Still nothing has been downloaded
Expert:  nathan_mills replied 1 year ago.

Did you press I Agree

Customer: replied 1 year ago.
Expert:  nathan_mills replied 1 year ago.

In your computer, under downloads folder, check once.

Expert:  nathan_mills replied 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
there is nothing in my Downloads folder
Expert:  nathan_mills replied 1 year ago.

Check if your anti virus is blocking the download.

Expert:  nathan_mills replied 1 year 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 1 year 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 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
nothing I just wait to see if it will download, but it doesn't
Expert:  nathan_mills replied 1 year ago.

Jean open your tab

Expert:  nathan_mills replied 1 year ago.

Press Email app icon

Customer: replied 1 year ago.
Hello Nathan I am back Jean
Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
i hope we can. I have clicked my email tab and it goes straight into the email inbox
Expert:  nathan_mills replied 1 year ago.

Your email box? Are you receiving emails?

Customer: replied 1 year 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 1 year ago.

Delete this account from the email's setting

Customer: replied 1 year ago.
I am in the emails settings what do I do to delete it?
Expert:  nathan_mills replied 1 year 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 1 year ago.
I have deleted the email account I hope what next?
Expert:  nathan_mills replied 1 year ago.

Now again go to Email

Customer: replied 1 year ago.
have got set up account do I fill in the details now?
Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

Yes enter the details and then press Manual setup

Customer: replied 1 year ago.
Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
see the 3 options
Expert:  nathan_mills replied 1 year ago.

Press IMAP

Customer: replied 1 year ago.
OK
Expert:  nathan_mills replied 1 year 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 1 year ago.
done that now it is flashing on IMAP path prefix, what do I put in there?
Customer: replied 1 year ago.
It does say optional
Expert:  nathan_mills replied 1 year ago.

Imap path prefix- INBOX

Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

Continue

Expert:  nathan_mills replied 1 year ago.

Your tab is connected to wifi right?

Customer: replied 1 year ago.
Now we are into Outgoing server settings, have you got those for me?
Expert:  nathan_mills replied 1 year ago.

SMTP Server- smtp.eclipse.co.uk

Port- 25

Require sign-in should NOT be selected.

Expert:  nathan_mills replied 1 year ago.

Security type-None

Expert:  nathan_mills replied 1 year ago.
Username - your full email addressPassword ***** your password
Expert:  nathan_mills replied 1 year ago.

Tap Next

Customer: replied 1 year 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 1 year ago.

Okay. Fill in the details. Everything is written above

Customer: replied 1 year 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 1 year 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 1 year ago.

Yes press continue

Customer: replied 1 year ago.
Account options now
Expert:  nathan_mills replied 1 year 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 1 year ago.

Ian what happened?

Customer: replied 1 year 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 1 year ago.

I am sorry the message was for some other customer.

Enter both the fields.

And press Next

Customer: replied 1 year ago.
How do I enter the fields?
Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year 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 1 year 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 1 year ago.

Turn off your device and then turn it back again

Customer: replied 1 year ago.
No it is still the same, just one box with Sent.
Expert:  nathan_mills replied 1 year ago.

Go to Settings. Add acount.

Expert:  nathan_mills replied 1 year ago.

What is your email id?

Customer: replied 1 year ago.
Do you me Samsung
Expert:  nathan_mills replied 1 year ago.

No I mean what is your email username.

Customer: replied 1 year ago.
Expert:  nathan_mills replied 1 year 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 1 year ago.
have done that
Expert:  nathan_mills replied 1 year ago.

Enter your username password. Then Manual Setup. Then POP3

Expert:  nathan_mills replied 1 year ago.

Username - your full email address;

Password ***** your password

POP3 Server - mail.eclipse.net.uk

Port - 110

Security type - None

Expert:  nathan_mills replied 1 year ago.

Tell me if you get the error which you got earlier

Customer: replied 1 year ago.
Do I tick the box for Send email from this account by default?
Expert:  nathan_mills replied 1 year ago.

No. Don't tick it

Expert:  nathan_mills replied 1 year ago.

Did your tab checked for INCOMING SERVER SETTINGS?

Customer: replied 1 year ago.
It says Account setup error Account already in use
Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
I have just logged in and sent this email. Where would I check for Incoming server settings tab?
Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

Delete it once again. And set up through pop3

Expert:  nathan_mills replied 1 year ago.

Jean is your tab connected to eclipse wifi network?

Customer: replied 1 year 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 1 year ago.
NO my wifi network is ThomsonBB5448
Expert:  nathan_mills replied 1 year ago.

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

Expert:  nathan_mills replied 1 year ago.

Do you have an active mobile internet plan?

Customer: replied 1 year 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 1 year ago.
But now it has said it failed, so not good news at all
Customer: replied 1 year 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 1 year ago.

Jean do you use mobile internet?

Customer: replied 1 year ago.
I use the internet on my tablet, is that what you mean?
Expert:  nathan_mills replied 1 year ago.

Which mobile operator are you using?

Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year ago.
I do?n,t honestly know, can I find out on my tablet
Expert:  nathan_mills replied 1 year ago.

Do you have any sim card installed on your tab?

Customer: replied 1 year ago.
have just taken it out and trying to get it back in again.
Expert:  nathan_mills replied 1 year ago.

Which network's sim card is it?

Expert:  nathan_mills replied 1 year ago.

See this image.

Customer: replied 1 year ago.
Expert:  nathan_mills replied 1 year ago.

Who is your network provider?

Customer: replied 1 year ago.
on my tablet at the moment has come up with my Eclipse Webmail Login, if that is any help
Expert:  nathan_mills replied 1 year 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 1 year ago.
I think you are looking for ThomsonBB5448
Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year 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 1 year 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 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
have done that
Expert:  nathan_mills replied 1 year ago.

What is it asking?

Customer: replied 1 year ago.
What type of account Pop3 IMAP or Microsoft Exchange ActiveSync
Expert:  nathan_mills replied 1 year ago.

POP3

Expert:  nathan_mills replied 1 year ago.

Username - your full email address;

Password ***** your password

POP3 Server - mail.eclipse.net.uk

Port - 110

Security type - None

Customer: replied 1 year ago.
Ok Have done that
Expert:  nathan_mills replied 1 year ago.

Got the error or the outgoing server window opened?

Customer: replied 1 year 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 1 year 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 1 year ago.

As shown in this image

Customer: replied 1 year ago.
Has gone onto Outgoing server settings
Expert:  nathan_mills replied 1 year ago.

Without error?

Customer: replied 1 year ago.
straight onto outgoing server settings
Expert:  nathan_mills replied 1 year ago.

Great.

Now enter the details as in this image

Customer: replied 1 year 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 1 year ago.

Tap edit details if you are getting the option

Customer: replied 1 year ago.
done that
Expert:  nathan_mills replied 1 year ago.

On which page?

Expert:  nathan_mills replied 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

Try smtp.chittenden5.eclipse.co.uk

Customer: replied 1 year ago.
No just says unable to connect to email server to verify your account information. No response from server
Expert:  nathan_mills replied 1 year ago.

You were entering smtp.eclipse.co.uk ?

Customer: replied 1 year ago.
The first time I did but then you told me to put in smtp.chittenden5.eclipse.co.uk
Expert:  nathan_mills replied 1 year 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 1 year 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 1 year ago.

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

Customer: replied 1 year 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 1 year 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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