Email Issue

[Digiom]

Hello,

I've been having an email problem with one of my clients. Two of their email accounts (the important ones, of course) were getting the 'Enter Network Password' box popping up. Here it is from the beginning...

I received a call from my client on Wednesday. She stated that they were having a problem with their email. They were able to send and receive most of the time, but the 'Enter Network Password' box would pop up almost everytime they checked for mail. I setup two new accounts on a pc in my office using Outlook 2003, the same email proggy they use. I had no problems sending and receiving, and I didn't get the 'Enter Network Password' box. I called later on Wednesday, but they were in a meeting, so I left a message explaining my test results. I also told them that if they were still having problems to call me. They were out of the office yesterday and retrieved their mail via the webmail, which has run without a problem from the start.

At 8:30 ET this morning, my client phoned and said they were still having the same issue, but now they were not able to send or receive. I still had the two test accounts setup, so I tested them while I was on the phone with her. I didn't have any problems at all. I asked her if she or her partner had recently installed any new software on their machines. She said no. She gave me permission, so I setup her email account, in Outlook, on my pc. Boom. I had the same problem. I couldn't send or receive, and the 'Enter Network Password' box popped up. I clicked OK. It popped up again. I verified the email address and re-entered the password, but the box popped up again. I clicked cancel to stop the endless cycle. I again checked one of the two test accounts. Still no problems there.

Half an hour later, I started receiving mail into my clients inbox. I was also able to send mail at this time. Fifteen minutes later, the box started popping up again. My other clients, as well as my company's email, has had no problems. Any input you could give would be greatly appreciated.

Thanks for your help!

I've called HostGator half a dozen times, was placed on hold, then disconnected before speaking to a live human. I tried to chat, but after jule said hello and asked what the problem was, I never got another response. I've emailed, but after about four hours, I've only received the autoresponse.


David
Digital Graphics Design
www.dgdesign.net

[MarsMan]

This is an Outlook issue, or a network configuration issue. This really is not a Host Gator problem.

And believe me, you and your client are not alone.

Just do a Google search and type in - "Outlook network password issues" and you will see what I mean.

Anyway, you will be able to assure your customers that this is not an error or failure on your part, or that of your web hosting services.

Good luck.

[Digiom]

Thanks for your help. I've found a bunch of fixes, I just hope they are capable of implementing them.

[MarsMan]

3rd party software (i.e. Outlook) and user PC configurations take up more of my time than my actual job.

An employee of one of my web design clients actually called me because she was having trouble accessing the Internet. She was confused when I told her she needed to contact her company's Internet service provider.

You have my sympathy.

[sonic]

Originally Posted by Digiom

Thanks for your help. I've found a bunch of fixes, I just hope they are capable of implementing them.

David, note that you will most probably get the same behaviour if the "Check for new messages every xx minutes" setting in Outlook (Express) is set to less than 2. Make sure it is set to 5 or more minutes.

Hope that helps

[TeeJa]

Thank you for this post on the Outlook issue.
I to have 3 of my clients that use Outlook with the same problem.
I asked Support via Email about this, and after a few days the came back with "Problem Fixed", let me know blah, blah....
Seems like sometimes they don't read there own forum on some of these issues?
Support has been good for the most part, I just would like answers about "What they did to fix the problem"??

Now all I have to do is convince my clients there gawd awful Outlook is the problem, and Bill Gates is not a God.

[Digiom]

Originally Posted by sonic

David, note that you will most probably get the same behaviour if the "Check for new messages every xx minutes" setting in Outlook (Express) is set to less than 2. Make sure it is set to 5 or more minutes.

I took MarsMan's suggestion and Googled 'Outlook network password issue' and found some additional help, like this one from Penn State:
http://ict.cas.psu.edu/training/howt...3emailPOP3.htm

I changed the check for mail setting to 10 minutes on my machine (with one of my clients email accounts that was having the problems) and it seemed to do the trick. I'm not sure they'll be able to wait ten minutes for their email though... I'll see what happens Monday morning.

Thanks for your help MarsMan, sonic, and Teeja!


David
Digital Graphics Design
www.dgdesign.net

[Digiom]

As I stated above, I left Outlook running for about four hours on Friday night/Saturday morning and didn't get on 'Enter Network Password' box popping up. However, now, Monday morning, it is doing it again. It is still only happening to the two accounts. The two test accounts still have smooth sailing. I installed Mozilla Thunderbird and I'll see how that goes.

David
Digital Graphics Design
www.dgdesign.net