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My Email isn't working - Email Troubleshooting Steps

Do You Have Internet?

Are you connected to the Internet. Google the phrase "bugalugs" and see what comes up. If you can't get a results page, your internet is down. Don't call us, but call your ISP or IT Support Company to sort our. When you are back googling move onto the next stage. Quick fixes are to turn off your ADSL modem and turn it back on again.

Is your Email Program Open and Working - Apart from not getting email?

Make sure you can open your email program. If your outlook or outlook express won't open or it is crashing then it is a software problem and we cannot help. Things we would do would be to reboot the computer, re install the software, get help from an IT support company. Once the software is working you can re-install your email settings.

Have You Set Up Your Email Account?

Click on tools and accounts and see if you have the email account setup in the list. If it is not setup then please go to our email support page http://www.gtp-icommerce.com/viewStory/Email+Support and follow the setup instructions.

Are your email settings correct?

If all of the previous sections are ok then it will be your email settings that are a problem. go to our email support page http://www.gtp-icommerce.com/viewStory/Email+Support and make sure your setup has the relevant settings.

I am sure my email settings are correct in my email software

If you are sure your email settings are correct but they don't work then you need to RESET your email password and retry after you have reset the password.
Make sure your username is your full email address and not just your name
To reset your email password go to our email support page on email account management http://www.gtp-icommerce.com/viewStory/Email+Account+Management

I have reset my password and I still cannot receive email

Times are drastic - delete the email account from the system completely, reboot your computer and set up the email account again. If it is not setup then please go to our email support page http://www.gtp-icommerce.com/viewStory/Email+Support and follow the setup instructions.

I can receive email but I cannot send email

Make sure you have set the outgoing mail server settings correctly. You should have done this properly if you followed the setup instructions. Go back and check these settings out.

I get the pesky 'Enter Network Password'

Either your password is wrong so make sure you have it correct OR you need to reboot your machine if it is a new email setup. Don't ask me why, it just works a lot of the time.

I still can't get email

If we just switched your site over to our hosting it may be that you need to wait a few hours for settings around the world to be updated

I can receive email and send email

Hooray - you made it

More Complicated Issues

My emails downloads on one computer but not on another AND I download the same emails to more than one computer

If you download the emails sent to the same email address on multile computers you need to have each computers have the "Keep email on server" set to 5 days. Otherwise when the computer that gets all the emails downloads them, it will remove the email off the server. This setting is in the advanced settings for that email address.

If you get an error with the password on the problem computer, then the password is incorrect compared to the computer that is getting the emails

I get two of every email

This usually means you have an automatic email forward setup in your email administration settings and that you are likely downloading both the forwarded email and the one sent to the original email address. The solution is to remove the forward by going into the email administration area.
http://www.gtp-icommerce.com/viewStory/Email+Account+Management

I keep getting the same one email sent to me multiple times and it has a large attachment

From time to time some clients get an issue of the same email (usually one that has a large attachment) being downloaded many times. The following details strategies to deal with this.

The initial or triage solution is to change your outlook settings to only download headers for emails which are over a certain size. This stops your email program trying to download 20 meg attachments ten times over.

Limiting Email Size in Outlook: To do this, please do the following in outlook

Select Tools | Send/Receive | Send/Receive Settings | Define Send/Receive Groups... from the menu.
Highlight the desired group.
Click Edit....
Go to the desired account in the Accounts list.
Make sure Download complete item including attachments is selected under Folder Options.
Now make sure Download only headers for items larger than is checked, too.
Enter the desired threshold.

The default 50 KB are pretty sensible.

Video Demonstration: http://www.webdesign4perth.com.au/videos/Email-RestrictingSizeofEmailBeingDownloaded.htm

Reasons for getting the same email Multiple Times

Reason 1: The email is stuck in the outbox of the sender and keeps getting sent.

Solution: Contact the sender and ask the sender to delete the email from their outbox or sent items box. Sometime it is coming from a mobile phone. Again ask the person to delete from their outbox in their phone.

Reason 2: The offending email (usually with a large attachment is stuck on your email server in your inbox).

The server is not being told the email has downloaded due to some corruption caused by the email and the usually because it does not fully download.

Solution 1: login via webmail and delete the email directly off the server. Webmail instructions are located at our email support pages on www.gtp-icommerce.com

Solution 2: Alternatively use some software like mailwasher to delete off the server

Solution 3: Set your outlook to only download email less than a certain size. (instructions above)

I keep getting Multiple Emails Downloading Multiple Times

This situation is where the same list of emails keep downloading each time you click send receive. As opposed to only one email coming through more than once, your whole email queue is coming through more than once. It is usualy caused by a corrupt email in your mail queue that stops the server from marking the emails as successfully downloaded. The download of emails siezes and then when you stop and start again the same emails download.

Solution1: login via webmail and delete the email directly off the server. There is probably one problem email causing the issue. You will need to delet this and get that email resent in most instances.

Webmail instructions are located at our email support pages on http://www.gtp-icommerce.com/viewStory/Email+Support

Solution 2: Alternatively use some software like mailwasher to delete email off the server

Solution 3: Set your outlook to only download email less than a certain size so that it only downloads the header and not the attachment. Limiting Email Size

NB. Troubleshooting Email Problems is an IT Support Issue. GTP Charge at our standard hourly IT Support rates for such issues.

If you still encounter problems, please contact GTP for assistance on 1300 856 533 or email us at support@gtp.com.au