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jstinehelfer
jstinehelfer, Information Systems Manager
Category: Microsoft Office
Satisfied Customers: 23
Experience:  A+ Comptia Certified computer repair
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Hi please help - issue on Outlook 2010 , windows 7. When i

Customer Question

Hi
please help - issue on Outlook 2010 , windows 7. When i send emails they appear in my sent file but are not received. However, when i use the online version of my eail account, all works fine so assume it must be an outlook isue. Help!
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  Jess M. replied 2 years ago.
Hi, welcome and thank you for your question. My name is Jess and I am glad to assist you today.

I am very sorry about your email issue. Is your problem email account ending with @yahoo.com? or @btinternet.com?

Also, have you tried sending an email to your own email account using Outlook and see if it is received by your Outlook immediately?


Please let me know so that I can help you further.

Best regards,
Jess
Customer: replied 2 years ago.


hi


it a btinternet email and i do get an immediate response with the email to myself


A

Expert:  Jess M. replied 2 years ago.
Hi Adam,

Is this problem happening to ALL of your contacts? Or with just few of your contacts only?

Jess
Customer: replied 2 years ago.

very variable - sent 5 test emails to my secrtary today and she got none but did get a different one later so unpredictable

Expert:  Jess M. replied 2 years ago.
Adam,

Thank you for that information. Is the computer you are using with Outlook 2010 connected in a company network? or home network?

The latency or delay in the delivery of your emails can be attirbuted to the ISP where your computer is connected. Have you tried to turn off the router completely (unplug the power cable of the router from the power source) for 15 to 20 minutes and allow it to cool down, and then turn on the router back and test your Outlook 2010?

Keep me posted.
Jess
Customer: replied 2 years ago.


happens when i am at work on my mobile broadband or home on my home wireless and overseas on a wired network. There is no latency - they just dissappear! Also has been ongoing intermittently some time so my router would have been on and off in th emeantime


A

Expert:  Jess M. replied 2 years ago.
Adam,

What did you mean by they just disappear? Are ytou referring to the emails that you sent? Or are you referring to the intermittent problem?

Jess
Customer: replied 2 years ago.

dissappear in as much as emails are sent, appear in sent box but never appear with the recipient. I seem to have 1-2 week periods when this is a major issue and then weeks when it isn't.


 

Expert:  Jess M. replied 2 years ago.
Adam,

Can you confirm from your contacts if the emails you sent were received late? Or were they undelivered up to this time?

Also, please check your Outlook settings. Go to File => Account Settings => Account Settings. Click on your problem email account in the list and click on Change.

Can you please tell me the SMTP server name and port there?

Regards,
Jess
Customer: replied 2 years ago.


not received at all


 


SMTp is mail.btinternet.com port 587

Expert:  Jess M. replied 2 years ago.
Adam,

Can you please restore the SMTP port to the default port 25? After setting it to 25, save the setting then test sending emails.

Jess
Customer: replied 2 years ago.


sure. i think we changed it initially because i had a problem that i could not send emails using my mobile broadband when i had it on 25. Could we use a different one?


Adam

Expert:  Jess M. replied 2 years ago.
Adam,

Please try these:
server = mail.btinternet.com
port = 465
SSL Encryption: Enabled (but not STARTTLS). Try SSL or TLS

Authentication: PLAIN

Username: your email address including the @btinternet or @btopenworld.com part

Password: your btinternet password

 

Keep me posted.

Jess

Customer: replied 2 years ago.

tried these settings and sent to my secretary, and 2 other accounts I have (hotmail and doctors.net) - none have been received after 5 mins although all are in the sent box

Expert:  Jess M. replied 2 years ago.
Adam,

Are you getting any Failure Delivery Notification emails? When an email is NOT sent to the receiver, unless your email was blocked or moved to Trash or Spam folder, you will get a Failure Delivery Notification email.

Please let me know.

Jess
Customer: replied 2 years ago.

no failure messages....and they have checked their spam box. as mentioned, occasional ones get through

Customer: replied 2 years ago.

not sure if you got the reply - no failure messages. they arent being blocked as some get through but others not.

Expert:  Jess M. replied 2 years ago.
Adam,

Please check your email account settings. Click on File => Account Settings => Account Settings.

Click on your email account then click Change
Click More Settings
Click Outgoing Server tab
Make sure that the option "My Outgoing Server (SMTP) requires authentication" is selected
Make sure that the option "Use same settings as my incoming mail server" is selected.
Click OK, click Next until Finished.

Close Outlook and then open it again. Test sending.

Jess
Customer: replied 2 years ago.


these were the settings already. would it offer any useful info to request 'received' receipts. would these only come if they actually got the email.


A

Expert:  Jess M. replied 2 years ago.
Adam,

Yes, sending receive receipts will just notify you once the receiver opens your email. But if they are unable to receive your emails, then they will not be able to open them thus the read receipts will not be that useful.

By the way, what is your antivirus software? Have you tried to disable the outgoing scan of your emails? MOst antivirus software will scan emails before sending them. It will be a duplicate task as your system is already protected and scanning during sending of emails usually blocks the emails instead.

Please check your antivirus settings and disable scanning of outgoing emails. Just enable the scanning of incoming emails as it is very necessary.

Keep me posted.


Best regards,
Jess
Customer: replied 2 years ago.


macafee. can't seem to see how to do this

Expert:  Jess M. replied 2 years ago.
Adam,

Please try this procedures:
http://service.mcafee.com/FAQDocument.aspx?id=TS100834

With mcafee, you cannot disable just the outgoing scan, you need to disable all email scan but this is just temporary. You can enable the email scan back any time after this troubleshooting.

Regards,
Jess
Customer: replied 2 years ago.


done it. retried. no help!! sorry.

Expert:  Jess M. replied 2 years ago.
Ok Adam,

Please give me a few moments to research more about your BT issue with Outlook. I will get back to you with more procedures to try.

Regards,
Jess
Customer: replied 2 years ago.

thanks. my email is *****@******.***

Expert:  Jess M. replied 2 years ago.
Sorry Adam but we are not allowed to share emails here that is why your email is shown as *****@*****.*** for policy reasons.

Just bookmark this page and you shall be able to get back to me any time here.

I will get back to you with more procedures to try to fix the problem.

Best regards,
Jess

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