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SMTP server is showing offline. Any ideas?

9177 Views 5 Replies Latest reply: May 15, 2013 12:08 PM by BDAqua RSS
rbarkey Level 1 Level 1 (0 points)
Currently Being Moderated
May 14, 2013 9:07 AM

I am a support technican and helping a customer wtih an email issue.

They are running Mac OS 10.5.8 and am using the Mac Mail client.

The email settings are all correct, but the smtp server is showing offline.

I had tried removing and re-adding the account.

Their firewall is off. They said they are not running any anti virus or security software.

I had them bypass their router so they are only using their Internet connection.

 

They are able to get webpages and are able to receive email, just not send.

I am at a loss and was hoping that the experienced mac users of this forum might be of help.

iMac, Mac OS X (10.5.8), Running Mac Mail
  • BDAqua Level 10 Level 10 (114,825 points)
    Currently Being Moderated
    May 14, 2013 1:44 PM (in response to rbarkey)

    Hi, who is the provider, the part after the @ sign?

     

    In Mail's Window Menu, choose Connection Doctor, any red dots for status, if so what is the message?

     

    Then click the Show Details button & Check again.

     

    Mail: Can't send messages, "Cannot send message using the server smtp.xxxxx.com" alert appears...

     

    old: http://support.apple.com/kb/TS1482

     

    The Password rejection can confuse people since it's a catch all meaning...

     

    This Password, Username, Authentication method... is not recognized on this Port to this Server.

     

    If WebMail works in a browser, it's not Name or Password, but one of the other ones.

     

     

    The receiving email ports are:

     

    IMAP is port 143

    IMAP-SSL is port 993

    POP is port 110

    POP-SSL is port 995

    Outgoing ports are...

    SMTP and SMTP-SSL is on ports 25, 587 and 465. Port 587 has to be SSL, and port 465 is enforced TLS-wrapped and is generally used by Outlook users.

    Hello, who is your provider, the part after the @sign?

     

    In Mail's Window Menu, choose Connection Doctor, any red dots for status, if so what is the exact message?

     

    Then click the Show Details button & Check again.

  • BDAqua Level 10 Level 10 (114,825 points)
    Currently Being Moderated
    May 15, 2013 9:47 AM (in response to rbarkey)

    Can you check what password they're sending?

     

    Sometimes they'll have more than one entry for that SMTP server in Keychain Access, & tough to tell which one Mail may choose to use & when.

  • BDAqua Level 10 Level 10 (114,825 points)
    Currently Being Moderated
    May 15, 2013 12:08 PM (in response to rbarkey)

    Good work, one of those tough to see problems, thanks for the report!

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