Getting Started: Configuring/troubleshooting your e-mail software

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Rough draft

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This guide to Configuring/troubleshooting your e-mail software will assume you already have an internet connection, whether it be dialup/intermittent, or fulltime (DSL, cable modem, ethernet, etc.), as well as at least one POP3 or IMAP4 mailbox. This page is geared towards individuals and end users.

Which e-mail software to use? Use anything that you like that meets your needs and preferences.

The first time you run your e-mail software, it should ask you to enter settings; otherwise, go to the options or preferences section of the program.

For each mailbox (username@example.edu), you will need the following settings (obtain from your ISP or mail provider if necessary):

• Username. The part before the @ sign
  • Note: Some ISP's give you a rather cryptic looking username that you use in order for the e-mail program to collect your mail, but give you a straightforward looking one to use in your return address
• Incoming mail (POP or IMAP) server name.
  • Usually this will be something.example.edu (ask the ISP what the prefix is)
  • It could just be example.edu, but that is rare
  • It could just be "something" -- in this case your computer's DNS lookup looks up the complete server name on its own
  • In some cases, the prefix might differ based on whether the mail server is POP or IMAP; other times it might be the same, and you have to indicate to your e-mail client whether to use POP or IMAP)
• Outgoing mail (SMTP) server name.
  • Usually this will be something.example.edu (ask the ISP what the prefix is; this is likely to be different than the prefix above)
  • It could just be example.edu, but that is rare
  • It could just be "something" -- in this case your computer's DNS lookup looks up the complete server name on its own
• Return address
  • Could be username@example.edu
  • Could also be any valid e-mail address (but you should only use one that actually delivers to you)
    • This does not mean you can just assign your own e-mail address. If you don't like your username, you have to ask your ISP to change it. If you want the domain, the part after the @ sign to be different, you have to get an account (mailbox or forwarding) elsewhere.
    • An example; you have two accounts, an old one you plan to drop, and a new one. You use the new return address for both, and slowly phase out the old address.
  • As noted above, some ISPs give more cryptic username's for use in checking mail, but you can use a more straightforward username in your "From" line and for people to send to.
    • Example: username for retrieving mail might be as467899, but username for e-mail address might be atstarr@example.edu
  • Password. You either had to set this yourself when signing up for your ISP or mailbox, or it was assigned for you.
    • Changing password: Ask your ISP how to do this.
• More advanced settings
  • If your ISP requires SMTP authentication for sending mail, check this option in your e-mail client.
  • For mail retrieval, your ISP might use or require Kerberos, APOP, or SSL. Check this option if applicable.
• Other settings
  • Other settings are at your preference. Explore the options or preferences panel of your e-mail client, not just initially, but as you get more comfortable. You may find it does have that feature you want after all!

Troubleshooting:

1. The biggest problem is either that users don't want to call tech support or lousy tech support. If the former, get over it; if the latter, switch ISPs. If you can't switch for whatever reason, look at the rest of the list.
2. Find a friend, or other "local guru" who can look at your computer directly. Much easier than trying to describe stuff over the phone or e-mail (esp. if you can't send/receive e-mail!)
3. Most problems come from incorrect entries for incoming or outgoing mail servers.
   • Don't rely on the fact that things have been working until now. Sometimes ISPs change the server name or prefix and forget to inform you.
   • If tech support says, "we only support xyz mail client" then you can either pretend you are using xyz and say that the settings got messed up, or if xyz was installed when you started using that ISP, go into that program and copy the server settings from there.
   • Outgoing server: Even if you have the right outgoing server, almost every ISP blocks you from using their SMTP server unless you are dialed into (or directly networked) to their system. In other words, if you have two ISPs, or are visiting a relative, you need to switch the SMTP server setting to the ISP you are using. (Or, some ISPs offer authenticated SMTP or allow you to use SMTP after checking mail successfully.)
4. The problem might also be various authentication settings.
   • Again, check with tech support
   • Not all e-mail clients support all authentication methods. The patent for SSL just expired, so expect many more clients to support this.
   • Some ISPs develop their own authentication protocol so that you can only use their e-mail software with that ISP. Switch ISPs or live with it.
5. Password incorrect: ask your ISP to reset the password to something else, then change it to something else besides that.

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