Outlook 2010 and 2013: Troubleshooting Email

Use the following information to troubleshoot common issues when setting up email in Outlook. In the meantime, you can always use Workspace webmail to check and send email.

Before trying any troubleshooting steps, please try setting up your email manually, in Outlook:

• Outlook 2010: Manually set up email
• Outlook 2013: Manually set up email

Step 1: Make Sure You Can Connect to Workspace Mail

First, connect to Workspace Mail in your Web browser to make sure you have an account and that your user name and password work. Go to http://email.secureserver.net, and log in.

If you can't log in, double-check that your email account is set up and you have the correct email address and password. You might need to contact the system administrator who set up your account. For more information, see Set up email addresses or Set up email addresses.

Step 2: Double-Check Your Settings

Adding server and account information can be tricky; it's easy to mistype a letter or two. Double-check that you're using the correct incoming and outgoing servers (host names), email address, and password to connect to your email account.

Your server names might also be different than our default setup depending on which type of email plan you have and where you purchased it. see Finding my email program's settings for more information.

Step 3: Reset Your Password

If you've verified that your password is correct by successfully logging in, but you still can't set up email through Outlook, reset your Workspace Email password. (You can use the same password again.)

After resetting the password, try setting up the email account again.

Step 4: Try Different SMTP Ports

Typically, SSL and port 465 work most of the time. If you can receive email but can't send any messages in Outlook, double-check that you're using the correct port number.

Sometimes ISPs or network providers block specific ports for security reasons. If the default settings don't work, you can try some alternate ports.

To Change Your Outlook SMTP Port Settings

1. In Microsoft Outlook 2010, click File, and then click Account Settings.
2. Select the account you want to change and click Change.
3. Click More Settings... and select the Advanced tab.
4. Next to Use the following type of encrypted connection, select SSL.
5. Next to Outgoing Server (SMTP), type 465. Click OK and click Next.
6. If those settings don't work,repeat steps 1-3 and select None for Use the following type of encrypted connection. Try these other ports for Outgoing server (SMTP): 80, 3535, or 25.
7. Click OK and Next to see if the other ports will work.

Step 5: Contact Customer Support

If you've gone through these steps and still can't get your email account to work on your device, please contact customer support. We have access to some additional tools, and there might be an issue with your email account that we can solve.

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