Troubleshooting

Select your platform

Windows

This guide will help you fix errors in the setup of an email account in Outlook 2013 or 2016

♦ Replace example.com with your domain name

Check existing account settings

1. Launch Outlook and select File on the top left menu bar

Account Settings

2. Select Info then Account Settings and then click on Account Settings…

Select your email account

3. Select the relevant account and click the Change button within the Email tab

Check your account settings

4. Ensure that the information is correct as below – replacing with your own name and domain

  • Account Type can be POP or IMAP
  • Incoming mail server starts with mail. followed by the domain name
  • Outgoing mail server starts with smtp. followed by the domain name
  • User Name is the full email address
  • Password is correct, or reset it via konsoleH
  • Require logon using SPA is not ticked

5. Click More Settings

Check outgoing Server settings

6. Select the Outgoing Server tab.

  • Ensure that the My outgoing server (SMTP) requires authentication checkbox is ticked
  • Use same settings as my incoming mail server is selected

Check Advanced SMTP settings

7. Select the Advanced tab and ensure that your settings are as below for either IMAP or POP:

IMAP port settings

  • Incoming server is 143, outgoing server is 587
  • Encrypted connection is none

POP port settings

  • Incoming server is 110, outgoing server is 587
  • Encrypted connection is none

8. Click OK and then Next.

Test Account Settings

9. Let the test complete and then click Close Setup

Your account is now setup correctly, click Finish.

Outlook 2010 troubleshooting guide.

♦ Replace example.com with your domain name.

Check existing account settings

1. Launch Outlook 2010 and select File from the top menu bar

2. Select Info and Account Settings

Select the relevant account

3. Select the relevant account and click the Change button within the Email tab

Check your settings

4. Ensure that your settings are correct as below – replacing with your own name and domain.

5. Click More Settings

Outgoing Server settings

6. Select the Outgoing Server tab

7. Ensure that the My outgoing server (SMTP) requires authentication checkbox is ticked

8. Ensure that you have selected Use same settings as my incoming mail server

Advanced settings

9. Select the Advanced tab

10. Ensure that your settings are as below for either POP or IMAP:

POP port settings

  • Default setup: incoming 110, outgoing 587
  • If SSL is required: Incoming 995,  Outgoing 465

IMAP port settings

  • Default setup: incoming 143, outgoing 587
  • If SSL is required: incoming 993, outgoing 465

11. Click OK, then Next and Finish.

12. Click Close on the Internet Accounts window.

Check existing account settings

1. Launch Outlook 2007
2. Select Tools from the top menu bar, then Accounts Settings

Select the relevant account

3.On the Account Settings screen, click Change on the E-mail tab

Check your settings

4. Ensure that your settings are correct as below – replacing with your own name and domain.

5. Click More Settings

Outgoing Server settings

6. Select the Outgoing Server tab

7. Ensure that the My outgoing server (SMTP) requires authentication checkbox is ticked

8. Ensure that you have selected Use same settings as my incoming mail server

Advanced Settings

9. Select the Advanced tab

Ensure that your settings are as below for your choice of either POP or IMAP:

POP port settings

  •  Incoming 110, outgoing 587
  • Not ticked: This server requires an encrypted connection (SSL)
  • Use the following type of encrypted connection is None

POP settings

IMAP port settings

  • Incoming 143, outgoing 587
  • Not ticked: This server requires an encrypted connection (SSL)
  • Use the following type of encrypted connection is None

IMAP settings

10. Click OK to save these settings
11. Click Next and Finish
Your Outlook mail program should now be set up correctly to send and receive mail.

This guide will help you fix errors in the setup of an email account in Outlook 2002 or 2003.

Is this the first time you’re setting up this email account? Then use our new email setup guide, rather than this Outlook 2002 / 2003 email troubleshooting guide.

Replace your-domain.com with your domain name.

Check existing account settings

1. Launch Outlook 2002/2003

2. Select Tools from the top menu bar and then E-mail Accounts

View or change existing account settings

3. Select View or change existing e-mail accounts and then click Next

Select the relevant account

4. Select the relevant account and then click Change

Check your settings

5. Check that:

  • E-mail Address is correct
  • Incoming mail server  starts with mail. followed by your domain name
  • Outgoing mail server (SMTP) starts with smtp. followed by your domain name
  • User Name displays your full email address
  • Password is correct (forgotten passwords can be reset in konsoleH)

6. Once your settings look like the settings shown in this screenshot, click More Settings…

Outgoing Server settings

7. Select the Outgoing Server tab

8. Ensure that the My outgoing server (SMTP) requires authentication checkbox is ticked

9. Ensure that you have selected Use same settings as my incoming mail server.

Advanced settings

10. Select the Advanced tab

11. Ensure that your settings look like the settings shown in this screenshot. In particular, check that

  • The Incoming server port is 110 for POP or 143 for IMAP
  • The outgoing server (SMTP) port is set to 587
  • Not ticked: This server requires an encrypted connection (SSL)

12. Click OK, then Next and Finish.

Your email account should now be set up correctly.

This guide will help you fix errors in the setup of an email account in Thunderbird.

Replace example.com with your domain name

Check existing account settings

1. Launch Mozilla Thunderbird

2. Choose the relevant account tab on the left, and then choose

View settings for this account

Select Account Settings

3. Choose Server Settings to view the Incoming server settings

Check your Server Settings

4. Check that the server settings are correct:

  • Port is 143 (or 110 for POP)
  • User Name is the full email address
  • Connection Security is None
  • Authentication is Password

Select Outgoing Server

Select Outgoing Server

5. Select your outgoing server from the list and select Edit…

Check SMTP Server Settings

6. Ensure that your settings are the same as the screen below then select OK

Select OK

7. You can then select OK again. Your email account is now set up correctly.

This guide will help you fix errors in the setup of an email account in Windows Live Mail

Replace example.com with your domain name

Check existing account settings

1. Launch Windows Live Mail
2. Select Accounts from the top menu bar and then Properties

Check your settings

3. Select the Servers tab and check that:

  • Incoming mail server can be POP or IMAP
  • Incoming mail starts with mail. followed by your domain name
  • Outgoing mail starts with smtp. followed by your domain name
  • Email username displays your full email address
  • Password is correct (forgotten passwords an be reset in konsoleH)
  • Log on using clear text authentication is selected
  • My server requires authentication is ticked

3. Click Settings

Outgoing Mail Server settings

4. Ensure that Use same settings as my incoming mail server is selected, then click OK

Advanced Settings

5. Select the Advanced tab and check that:

  • The Outgoing mail (SMTP) port is set to 587
  • The Incoming mail POP port is 110 or IMAP is 143
  • This server requires a secure connection (SSL) is not ticked

7. Click Apply, then OK

Your email should now be set up correctly.

This guide will help you fix errors in the setup of an email account in Windows 10 Mail

This guide applies to both Desktop and Mobile versions.

Replace example.com with your domain name

  1.  Launch Windows 10 Mail
  2.  Choose the Settings icon at the bottom of the screen

3. Choose Accounts

4. Choose the relevant account

5. Choose Change mailbox sync settings

6. Scroll down and choose Advanced mailbox settings

7. Scroll down to Sync options and check that:

  • Incoming email server starts with mail. and your domain name
  • Outgoing (SMTP) mail server starts with smtp. and your domain name
  • Tick the first 2 blocks only
  • > Done

Your mail should now be setup correctly.

1. Search for Mail and launch the Mail app

 

2. Select Settings from the charm bar on the right-hand side

3. Select Accounts from the menu on the right-hand side

4. Select your email account from the list of email accounts

5. Check the settings:

  • Email address & Password are correct (forgotten passwords can be reset in konsoleH)
  • Email Username is the full email address
  • Incoming email server starts with mail. and your domain name
    • Port is 143 for IMAP (or 110 for POP)
    • Server requires SSL is not ticked
  • Outgoing (SMTP) mail server starts with SMTP. and your domain name
    • Port is 587
    • Server requires SSL is not ticked
    • Tick Outgoing server requires authentication
    • Tick Use the same username and password to send and receive email

6. Your email account should now be configured successfully.

Mac

This guide will help you fix errors in the setup of an email account in macOS Sierra Mail.

Change example.com to your domain name

Check account settings

  1. From the top menu choose Mail > Preferences…

    Account Information

  2. On the Accounts tab, choose the relevant account from the list on the left, and check:
    • Enable this account is checked
    • Download attachments is set according to your preference
  3. Click Server Settings

    Server Settings

  4. Check:

    Important

  5. Deselect (uncheck) the boxes for Automatically manage connection settings for both Incoming and Outgoing Mail Servers – additional fields will now be displayed.
  6. Select Advanced IMAP Settings
  7. Select Allow insecure authentication > OK 
  8. Deselect (uncheck) the boxes for Use TSL/SSL for both Incoming and Outgoing Mail Servers.
  9. Under Outgoing Mail Server (SMTP) click the dropdown arrow at Account
  10. Select Edit SMTP Server List                                                             
  11. Make sure that Allow insecure authentication is ticked 
  12. Click OK and Save. (Note: this button only becomes visible when settings have changed)Your macOS Sierra mail is now setup correctly.

This guide will help you fix errors in the setup of an email account in OS X El Capitan.

Change example.com to your domain name

 Check account settings

  1. Launch Mail
  2. Choose Mail > Preferences

 preferences

Account Information

3. Choose the relevant account from the list on the left, and ensure that the Account Information is correct, specifically:

SMTP Server settings

4. At Outgoing Mail Server (SMTP) click on the dropdown arrow and choose Edit SMTP Server list

On the Account Information tab ensure that:

5. Click on the Advanced tab, choose the relevant account and ensure that:

  • Automatically detect and maintain account settings is not ticked
  • Port is 587
  • Use SSL is not ticked
  • Allow insecure authentication is ticked
  • User Name is the full email address
  • > OK

Incoming Mail server settings

6. Back on the Accounts screen, click on the Advanced tab and ensure that the Incoming Server settings are correct, specifically:

  • Automatically detect and maintain account settings is not ticked
  • Port is 143 for IMAP (or 110 for POP)
  • Use SSL is not ticked
  • Authentication is set to Password
  • Allow insecure authentication is ticked

Finish

7. Close and Save settings when prompted.

Your El Capitan mail is now setup correctly.

This guide will help you fix errors in the setup of an email account in OS X Yosemite Mail

Note: replace example.com with your domain name

Check account settings

  1. Launch Mail
  2. Choose Mail > Preferences

 

Account settings

3. Choose the relevant account from the list on the left, and ensure that the Account Information is correct, specifically:

SMTP Server settings

4. At Outgoing Mail Server (SMTP) click on the dropdown arrow and choose Edit SMTP Server list

5. On the Account Information tab ensure that:

6. Click on the Advanced tab, choose the relevant account and ensure that:

  • Automatically detect and maintain account settings is not ticked
  • Port is 587
  • Use SSL is not ticked
  • Allow insecure authentication is ticked
  • User Name is the full email address
  • > OK

Incoming Mail Server settings

7. Back on the Accounts screen, click on the Advanced tab and ensure that the Incoming Server settings are correct, specifically:

  • Automatically detect and maintain account settings is not ticked
  • Port is 143 for IMAP (or 110 for POP)
  • Use SSL is not ticked
  • Authentication is set to Password
  • Allow insecure authentication is ticked

Finish

8. Click outside of that screen and Save settings when prompted on closing.

Your Yosemite Mail account is now setup correctly.

NEW: Try our Auto Configuration app to set up your new Apple or Mac Mail account ⇒ here

Alternatively follow this tutorial to manually set up you mail account:

This guide takes you step-by-step through the process of setting up a new email account in older Apple Mail version.  Refer to our Yosemite, El Capitan or Sierra set up guides for newer OS X versions. (To find your version: click the Apple logo at screen top left > About this Mac)

If the Mail account is already set up, but giving errors – then refer to our  Troubleshooting guide.

Note: This guide defaults to IMAP and No SSL.

Replace example.com with your domain name

 

1. Launch Apple Mail.

2. From the toolbar at the top, select File and then Add Account.

Apple Mail Setup

3. Enter your name (which will appear the “From” field in your emails), email address and password, then click Continue (forgotten passwords can be reset in konsoleH)

Incoming Server Settings

4. Complete the information:

·         Account Type can be IMAP or POP  (IMAP is default)

·         Description (optional) e.g. Hetzner

·         Incoming Mail Server is mail.(your domain name) or IP Address

·         User Name is your full email address

·         Password is your mailbox password (as in previous screen)

5. Apple Mail will now test the connection to the specified mail server. Once this is complete, click Continue.

Incoming Mail Security

6. When the Incoming Mail Security screen appears, leave Use Secure Socket Layer unticked and click Continue.

Outgoing Server Settings

7. Enter the outgoing mail server and ensure that the Use Authentication checkbox is ticked.

8. Enter your username and password (if these fields are not automatically populated) then click Continue.

Incoming Mail Security

9. When the Outgoing Mail Security screen appears, leave Use Secure Socket Layer unticked and click Continue.

Account Summary

10. View the account summary and click Create. Ticking the Take my account online checkbox will ensure that your account is activated immediately.

You have completed your account setup

11. Your Mac mail program should now be set up to send and receive mail, however, to avoid issues in future, continue with these tweaks:

Select Preferences menu

12. Click on the Mail menu and then click Preferences.

Check account settings

13. Click on the Accounts tab and select the relevant account.

On the Account Information tab all settings should be correct

6. Click on the Outgoing Mail Server (SMTP) drop down menu.

Edit SMTP Server List

7. Select “Edit SMTP Server List…” from the drop down list.

Confirm SMTP Server

8. Select your SMTP server from the list.

9. Confirm that your Server Name is entered correctly.

10. Select the Advanced tab.

Confirm Advanced SMTP Settings

11. Ensure that your settings look like the settings shown in this screenshot below.

12. Your email account should now be configured correctly.

Email still not working? Read our Troubleshooting Guide

This guide takes you step-by-step through the process of setting up a new email account in Thunderbird for Mac.

If the Mail account is already set up, but giving errors – then refer to our  Troubleshootingguide.

Note: This guide defaults to IMAP and No SSL.

Replace example.com with your domain name

♦ Automatic Account configuration

A new email account setup with Thunderbird is quick and easy using Automatic Account configuration. 

However, reasons to rather use Manual Configuration are:

·         if you prefer POP, as this automatic configuration defaults to IMAP 

·         if this is a new hosting account and domain propagation has not completed

View account settings

  1. Launch Mozilla Thunderbird
  2. If this Accounts screen opens, choose Create a new account > Email – proceed to step 4

 

Or alternatively, on the toolbar at the top, select Tools and then Account Settings

Add mail account

  1. Click the Account Actions dropdown and then select Add Mail Account from the list

  1. Ignore this option and choose Skip this and use my existing email?

Enter your details

  1. Enter the following details:

·         Name (which will appear the “From” field in your emails)

·         Email address

·         Password (stipulated when you created your email account in konsoleH – (forgotten passwords can be reset in konsoleH)

  1. Then click Continue

 

Edit settings

  1. Thunderbird will now automatically check your email settings. Ignore this warning message, tick and choose Done 

 

  1. This screen confirms your chosen settings > Done.

  1. If your settings are not found, click the Manual config button and continue:

♦ Manual configuration

Follow the Automatic configuration above, and then choose Manual config.

 

Ensure that your settings are correct as below (these are the default settings – replacing with your own name and domain).

·         Choose POP or IMAP

o    IMAP: Incoming port 143, Outgoing 587 (as below)

o    POP : Incoming 110, Outgoing 587

·         Ensure that the User Name is the full email address.

·         If you don’t know your password, reset it via konsoleH.

·         For new hosting accounts, temporarily use the IP address  instead of the Incoming & Outgoing mail servers.

  1. Choose Re-test > Done.

Email still not working? Read our Troubleshooting Guide.

This guide takes you step-by-step through the process of setting up a new email account in Outlook 2016 for Mac.

If the Mail account is already set up, but giving errors – then refer to our  Troubleshooting guide.

Note: This guide defaults to IMAP and No SSL.

Replace example.co.za with your domain name

  1. Launch Outlook for Mac
  2. Select the Tools tab and then Accounts
  3. A new window will open which will list any other accounts already set up
  4. At the bottom left, Click the ‘+‘ button and then New Account… 
  5. Add your email address and click Continue
  6. The programme will unsuccessfully search for the provider. Select IMAP/POP
  7. Enter your account information

·         Choose IMAP or POP according to your preference.

·         Ensure that the User Name is the full email address.

·         If you don’t know your password, reset it via konsoleH.

  1. Incoming server

·         add mail. before your domain name

·         Untick Use SSL to connect (If SSL is required, see Enable SSL for Email)

  1. Outgoing server

·         add smtp. before your domain name

·         Untick Use SSL to connect (If SSL is required, see Enable SSL for Email)

·         Change the port number from 25 to 587 

  1.  Click Add Account
  2. Click Done
  3. You’re not quite done yet:

·         All settings should be correct on this screen – now choose More Options

11. Further Outgoing server settings 

·         Authentication: Use the dropdown arrow to select User Name and Password

·         Enter in your User name (full email address) and Password

·         Ignore Unqualified domain

·         Click OK

You have completed your account setup.

Email still not working? Read our Troubleshooting Guide.

This guide takes you step-by-step through the process of setting up a new email account in Outlook for Mac.

If the Mail account is already set up, but giving errors – then refer to our  Troubleshootingguide.

Note: This guide defaults to IMAP and No SSL.

Replace example.com with your domain name

  1. Launch Outlook for Mac
  2. Select Tools from the top menu bar and then Accounts…

Add an Account

  1. Select the E-mail Account option.

Enter your account information

  1. Enter all the relevant details

·         Ensure that the User Name is the full email address.

·         If you don’t know your password, reset it via konsoleH.

·         Choose IMAP or POP according to your preference.

·         Select Override default port.

IMAP port settings

·         Default setup: incoming 143, outgoing 587

·         If SSL is required: incoming 993, outgoing 465

POP port settings

·         Default setup: incoming 110, outgoing 587

·         If SSL is required: incoming 995,  Outgoing 465

  1. Click Add Account
  2. All settings should be correct on this screen – choose More Options

Settings for SMTP server

  1. Select User Name and Password for Authentication
  2. Enter in your User name (full email address) and password then select OK

You have completed your account setup

  1. Your Outlook mail program should now be set up to send and receive mail.

Email still not working? Read our Troubleshooting Guide

Your domain email address can be accessed using any mail programme, including Gmail.

The advantages of using Gmail are:

·         the interface may be more familiar to you if you are already using it

·         your mail can be accessed from any online computer or device

·         15GB of storage is provided per mailbox, which is useful if you want to store a large amount of mail without incurring disk overusage charges.

Set up your domain email

Note that you will need access to your Gmail address (example@gmail.com) to verify the setup of your new domain email address.

  1. Browse to Gmail and log in
  2. Select the Settings icon from the top right menu, then choose Settings from the dropdown list
  3.  Select the Accounts and Import tab
  4. Select Add a mail account
  5. Enter your Email address, then Next
  6. Select the 2nd option and click Next
  7. Gmail will automatically add certain settings, but check that:
    1. The Username is the full email address
    2. The Password is included
    3. The POP Server has the the prefix mail. before your domain name
    4. Other settings may be checked according to your personal preferences
  8. Select Add Account
  9. Your account has now been set up to receive your domain email, but you can now continue to set up the account to send mail from your domain. Select Yes and Next
  10. Untick Treat as an alias
  11. Select Next Step
  12. Send mail through your SMTP server? Select the 2nd option. The default setting is to send mail using Gmail SMTP servers, and while this will work, it is not recommended. The reasons are that Gmail servers are more likely to be blacklisted for spam abuse, and certain mail servers will not receive mail from domains that are not associated with that particular server. 
  13. The current dialogue box opens up to add the SMTP details. Ensure that:
    1. The SMTP Server has the the prefix smtp. before your domain name
    2. The Username is the full email address
    3. The Password is included
  14. Select Add Account
  15. Gmail will check credentials, and then provide the following dialogue box: 
  16. Open your Gmail address mailbox (example@gmail.com) and click the link on the confirmation email                                                                                               
  17. Confirmation success! Your domain mail is now setup to be accessed via Gmail.

Mobile Devices

This guide will help you fix errors in the setup of an email account on an iPhone or iPad.

This guide uses IMAP and No SSL by default.

Replace example.com with your domain name.

  1. Select settings on your home screen.                                                             
  2. Select Accounts & Passwords from the menu                                                                                                                  
  3. Under Accounts, select the relevant mail account
  4. Click the Account name
  5. Ensure that your Incoming Mail Server settings are correct:
    • Host Name starts with mail.
    • User Name is the full email address
    • Password is correct (forgotten passwords can be reset in konsoleH)
  6. Select SMTP                                                                                                                                                                                                                        Then click the Primary server                                                                                                                                                   
  7. Ensure that your Outgoing Mail Server details are correct:
    • Host Name starts with smtp.
    • User Name is the full email address
    • Password is correct
    • Use SSL is off
    • Authentication is Password
    • Server Portis 587                                                                              
  8. Once you have confirmed all your settings are correct, select Done.

This guide will help you fix errors in the setup of an email account on an Android device.

This guide uses IMAP and No SSL by default.

Replace example.com with your domain name.

Launch your mail application

1. Start by selecting the mail icon from your applications screen.

                                      Open Menu

2. You need to access your Incoming & Outgoing Server settings.

Depending on your device either:

a. Select the Menu button and then select  More > Account Settings

Choose the relevant account – proceed to step 5

OR  

b. From your Inbox, select Manage Accounts 

3. Select the relevant account

4. Click More Settings

Select Incoming Settings

5. Scroll down to the bottom of the page, and select Incoming Settings

                                                                                             Confirm Incoming server settings

6. Ensure that your incoming server details are specified correctly

  • User Name is the full email address
  • The POP or IMAP server starts with mail.
  • The Password is correct (forgotten passwords can be reset via konsoleH)
  • Security type is None
  • Port is 143

then select Next

Confirm Outgoing server settings

7. Ensure that your outgoing server settings are correct

  • SMTP server starts with smtp.
  • Security type is None
  • Port is 587
  • User Name is the full email address
  • The Password is correct (forgotten passwords can be reset via konsoleH)

and then select Done to save the account settings:

Setup Completed

Your account should now be setup successfully.

This guide will help you fix errors in the setup of an email account in Windows 10 Mail

This guide applies to both Desktop and Mobile versions.

Replace example.com with your domain name

  1. Launch Windows 10 Mail

2.  Choose the Settings icon at the bottom of the screen

3. Choose Accounts

4. Choose the relevant account

5. Choose Change mailbox sync settings

6. Scroll down and choose Advanced mailbox settings

7. Scroll down to Sync options and check that:

  • Incoming email server starts with mail. and your domain name
  • Outgoing (SMTP) mail server starts with smtp. and your domain name
  • Tick the first 2 blocks only
  • > Done

                                                                                                       Your mail should now be setup correctly.

Please Note

Blackberry phones vary in the way that email is setup. This article will cover the basics of email setup on Blackberry phones using the Blackberry Curve 8520 as an example. Even though your phone might be slightly different, the same basic principles should apply.

Enter your Email address in the field above for your personalised email settings.

Blackberry 10

Access the required settings within the mail app by selecting:

  • Settings > Accounts > Advanced
  • skip to point 7 below

Blackberry 8

Select Blackberry Button

1. Press the Blackberry button on your phone.

Select Setup

2. Find and select the Setup icon.

Select Email Settings

3. Select Email Settings or Email Accounts

Select Internet Mail Account (If Applicable)

4. Some models have an additional step asking you which type of account to setup. Select Internet Mail Account if your phone displays this screen.

Edit Account

5. Click on the account you want to check and select Edit

Confirm Email Address

6. Expand General Options and make sure the Email address is correct.

Confirm Login Details

7. Expand Login Information and check that the User name (your full email address) and password is correct. (forgotten passwords can be reset in konsoleH)

Confirm Email Settings

8. Finally, expand Advanced Options and make sure the following matches:

Incoming Email Server: mail.your-domain name
Email server type: IMAP
Port: 143
Use SSL: Not selected

Outgoing Email Server: smtp.your-domain name
Email server type: SMTP
Port: 587
Use SSL: Not selected

Complete Setup

9. Click Save to apply changes.