Troubleshooting common mail problems

This article covers common mail problems and ways for you to test for and fix them.

Receiving mail works correctly, but sending mail does not.

This is a common problem that is typically caused by your Internet Service Provider (ISP). Outbound mail uses SMTP which by default uses TCP port 25 to connect to our mail server. Some ISPs block outbound port 25 access in order to prevent their customers from sending spam email out from their services.
How to confirm that this is your problem: You can try to connect to the mail server on port 25, if it fails then this is likely your issue, if it succeeds then connectivity should be working correctly. To test, you can run a 'telnet mail.<> 25' from your computer, in Windows this is run from the command prompt, while in Mac OS X this is run from the terminal. By default in Windows telnet is not enabled, so you can first enable it following these steps:
How to resolve this problem: You can modify your outgoing mail server settings in your mail client to use TCP port 587 as an alternative port to 25. Our mail server is configured to accept port 587 connections for SMTP as an alternative to port 25. You can also perform the telnet test in the same manner, however specifying 587 rather than 25 to confirm the connectivity.

My mobile device is no longer showing any mail.

This can happen if your mail settings are set to only synchronize mail from a specified period of time, for instance your iPhone may only be looking for messages that you have received in the last day, so if you have not received anything new within that period there will be nothing to sync to your phone. You can go through the configuration settings in your device to change the sync period to something larger, this will just mean that more space will be used on your device to store the messages, however this should be minimal.

My mail client is taking too long to show new messages.

Most mail clients only check for mail based on a set period, in the case of Outlook the default appears to be 30 minutes. If your mail client shows no new messages until you force it to do a send and receive then this may be why. If you want your client to check with the server more often you can adjust this. In the case of Outlook 2013, select the Send / Receive tab, click Send/Receive Groups, from the drop down select define send / receive groups. From here you can change the automatic send and receive period to the lowest value of 1 minute.

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