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Frequently Asked Questions about MOREnet's Email Service

Revised: December 11, 2013

Q: What clients may I use to send and receive email?

A: The Managed Email Service does not require that you use a specific client. You can use any client you would like as long as it supports the following: POP (Post Office Protocol) or IMAP (Internet Message Access Protocol) for receiving email; and SMTP (Simple Mail Transport Protocol), authenticated SMTP, and Auth/TLS (TLS over SSL) for sending email. These standard protocols are supported by most modern email clients. See Configuring MOREnet-hosted Email for general and client-specific configuration instructions. Optionally you may also use POP over SSL, or IMAP over SSL if your email client supports these options.

Q: I'm trying to send email using a network connection away from the office, but it won't deliver the email. It keeps reporting a 'relay access denied' error.

A: MOREnet email servers are configured to only send email from a valid member account. This is accomplished by validating incoming email via authenticated SMTP. Ensure that your email software is configured for these settings. For configuration instructions, review Configuring MOREnet-hosted Email.

Q: I'm having trouble sending and receiving email with Netscape Messenger 4.x. What should I do?

A: MOREnet highly recommends using current email software. Older versions of email software have been problematic with the use of authenticated SMTP. Unfortunately, this is something which MOREnet cannot do anything about; a newer version of the email client which supports more current email protocol is needed.

Q: Why do I consistently receive a failed login error message from Outlook Express? I'm using multiple identities in the email client.

A: Several members have confirmed that they receive this error message when they use older versions of Outlook Express with multiple identities and do not select the "Save Password" setting for each identity. In each case, Outlook Express prompted for a password and the correct password was provided, but they always receive the failed login error message. These customers report that this problem appears inconsistently on different systems using the same version of Outlook Express. They also confirmed that following the procedure below allowed all of the problematic systems to retrieve and send email:

  1. When prompted for a password, minimize the main Outlook Express window.
  2. Type your password in the Password field and click OK.
  3. Restore the main Outlook Express window and follow standard procedures for retrieving and sending email.

Q: My (xyz) mobile phone says it cannot connect to the mail server when I try to configure it to use my hosted email account. Sometimes I get an error message saying the mail server does not support the selected SMTP method (or something similar). What am I doing wrong?

A: Current mobile phone email clients often have the ability to "auto-detect" the capabilities of the email server. If your phone email client has this ability, try this first. If this doesn't work, look for "Advanced Server Settings" within the email client. For SMTP, select one of the options that indicate either "over SSL" or "TLS". Mobile phone email clients sometimes use different terms for the SMTP Auth/TLS which the email server uses. Select a setting which indicates it uses port 587. This should be the correct setting for your mobile phone. You may have to test several different settings.

Q: Questions about WebMail?

A: See the Using Webmail documentation or the WebMail FAQ.