Email Client: Send/Receive Troubleshooting

Document created by shaw-fraser on Jun 5, 2012Last modified by shaw-jody on Jul 11, 2017
Version 56Show Document
  • View in full screen mode

Learn how to fix email send/receive errors with this troubleshooting guide. Email clients such as Outlook, Windows Live Mail, Apple Mail, and others work by accessing your email, and managing the inbox so that you can view these emails on your desktop.

 

There are a variety of reasons that an email client may stop sending or receiving emails including connection problems, folder corruption, and server setting issues. Review the following directions for details on how you can effectively troubleshoot send/receive issues.

 

Resolving the issue

If you are having issues sending or receiving email, use these tips to troubleshoot the issue.

 

  1. Ensure that you have Internet access. If you are able to open up an Internet browser and navigate the web, then you are likely connected to the internet. If you are not online, then you will need to troubleshoot your Internet connection before you are able to use your email client properly.

  2. Confirm that you are able to log on to your @shaw.ca email address through Webmail. If you are not able to do this, then it is possible that your password has been changed, or that your email account has been suspended. Please contact Shaw Support for further assistance with this.

  3. Check the Outbox folder in your email client. If you have any emails currently pending being sent please delete them or drag the emails into the Drafts folder. Then try resending a new email with no attachments. If successful, it is likely that the email you were previously trying to send was corrupted due to attachment size or a bad recipient (e.g. invalid or incorrectly spelled email address).

  4. Temporarily disable your Antivirus program and then try sending a message again. Occasionally, antivirus settings can be too strict and may prevent you from sending emails.

  5. Confirm your server settings by following the directions for your email client, listed below. The supported email clients include Outlook Express, Outlook, Windows Live Mail, and Apple Mail.

Back to top

 

Troubleshooting for Outlook Express

To troubleshoot send/receive email issues in Outlook Express:

 

  1. Start by navigating to Tools and then Accounts in Outlook Express

    Outlook Express Email Account Settings

  2. Choose your Shaw Account from the list, and then select Properties. If no accounts exist then you may need to set up your Shaw account within your email client.
  3. Click on the Servers tab and then confirm the following information:
    1. Incoming Mail Server is a POP3
    2. Incoming mail (POP3): pop.shaw.ca
    3. Outgoing mail (SMTP): mail.shaw.ca
    4. Account Name: Your Shaw email address, without @shaw.ca
    5. Password: Re-enter your password to confirm you have the correct one listed
    6. Log on using Secure Password Authentication: Not Selected
    7. My server requires authentication: Not Selected
  4. Once you have confirmed this information you can click on the Advanced tab and ensure that you have the following:
    Outgoing Mail (SMTP): 587
    This server requires a secure connection (SSL): No (no check mark)
    Incoming Mail (POP3): 110
    This server requires a secure connection (SSL): No (no check mark)
  5. Lastly, you can hit the Apply button and then restart Outlook Express. Once this has been done you can create a new email and send it to your own account to test if you are able to both send and receive emails from your email client successfully. If you receive the email, the issue should be resolved.

Note:

 

If you are using an email client on a mobile device, such as a laptop computer, you may be instead using our mobile access servers which allows the email client to access your email while you are connected to an internet connection not provided by Shaw. Review the setup instructions for Outlook Express for further information about which server settings to use.

Learn More: Outlook Express 6

 

Back to top

 

Troubleshooting for Outlook

There are a variety of different versions of Outlook. This guide was created for the most common version of Outlook, 2007. The information you see on your screen may appear differently if you are on a different version of Outlook.

  1. Start by navigating to Tools and then Account Settings in Outlook (for newer versions of Outlook choose File > Account Settings).

    Outlook > Account Settings > Email Account
           
  2. Choose your Shaw Account from the list, and then select Change. If no accounts exist then you may need to set up your Shaw account within your email client
  3. Confirm the following information:
    1. E-mail Address: Your Shaw email address including @shaw.ca
    2. Account Type: POP3
    3. Incoming mail server: pop.shaw.ca
    4. Outgoing mail server (SMTP): mail.shaw.ca
    5. Username: Your Shaw email address, without @shaw.ca
    6. Password: Re-enter your password to confirm you have the correct one listed.
    7. Require logon using Secure Password Authentication (SPA): Not Selected
  4. Once you have confirmed this information, choose the More Settings or Manually Configure Server Settings options
  5. Select the Outgoing Server tab and ensure that My outgoing server (SMTP) requires authentication is Selected
  6. Select the Advanced tab and confirm the following:
    1. Incoming server (POP3): 110
    2. Outgoing server (SMTP): 587
    3. This server (outgoing) requires a secure connection (SSL): Yes (add a check mark)
    4. the following encryption type: None
  7. Lastly, you can hit the OK and then Next buttons and then restart Outlook. Once this has been done you can create a new email and send it to your own account to test if you are able to both send and receive emails from your email client successfully. If you receive the email, the issue should be resolved.

Note:

 

If you are using an email client on a mobile device, such as a laptop computer, you may be instead using our mobile access servers which allows the email client to access your email while you are connected to an internet connection not provided by Shaw. Review the setup instructions for Outlook for further details on which server settings to use.

Learn More: Outlook 2007     

                               

Back to top

 

Troubleshooting for Windows Live Mail

To fix send/receive errors if using Windows Live mail:

  1. Start by navigating to the blue Windows Live button on the top left corner of the screen
  2. Choose Options and then Email Accounts from this list.
     
    Windows Live Mail > Options > Email Accounts

  3. Choose your Shaw Account from the list, and then select Properties. If no accounts exist then you may need to set up your Shaw account within your email client.
  4. Click on the Servers tab and then confirm the following information:
    1. My incoming Mail Server is a POP3 server.
    2. Incoming mail (POP3): pop.shaw.ca
    3. Outgoing mail (SMTP): mail.shaw.ca
    4. Email username: Your Shaw email address, without @shaw.ca
    5. Password: Re-enter your password to confirm you have the correct one listed
    6. Log on using clear text authentication: Selected
    7. My server requires authentication: Selected
  5. Select the Advanced tab, the confirm the following information:
    1. Outgoing mail (SMTP) 587
    2. This server (outgoing) requires a secure connection (SSL): Yes (add a check mark)
    3. Requires Authentication: Yes (add a check mark)
    4. Incoming mail (POP3): 995
  6. Lastly, you can hit the Apply and then OK buttons, and then restart Windows Live Mail. Once this has been done you can create a new email and send it to your own account to test if you are able to both send and receive emails from your email client successfully. If you receive the email, the issue should be resolved.

Note:

 

If you are using an email client on a mobile device, such as a laptop computer, you may be instead using our mobile access servers which allows the email client to access your email while you are connected to an internet connection not provided by Shaw. Review the setup instructions for Windows Mail for further details on which server settings to use.

 

Learn More: Windows Live Mail 2011            

 

Back to top

 

Troubleshooting for Apple Mail

To troubleshoot send/receive email issues in Apple Email:

 

  1. Start by navigating to the Mail option, and then select Preferences

    Mac Mail Accounts
  2. Choose the Accounts tab and confirm the following information:
  3. Email Address: Your full @shaw.ca email address
  4. Incoming Mail Server: pop.shaw.ca
    • Port: 995*
    • Security Type: SSL*
      *(May not be required during initial account setup. Enter if prompted.)
  5. User Name: Your Shaw email address, without the @shaw.ca domain
  6. Password: Re-enter your password to confirm you have the correct one listed
  7. Select the Outgoing Mail Server (SMTP) tab and choose Edit SMTP Server List.
  8. Choose the Shaw Server from the list. (Should be the top most server)
  9. Under the Account information Tab confirm:
    1. Description: Optional
    2. Server Name: mail.shaw.ca
  10. Under the Advanced tab:
    1. Use custom port: 587 (Important)
    2. This server requires a secure connection (SSL): b (add a check mark)
    3. Authentication: Password
    4. Username: Your Shaw email address, without @shaw.ca
    5. Password: Your Shaw email password
  11. Lastly, you can hit OK and then the Red Close button, and then restart Apple Mail. Once this has been done you can create a new email and send it to your own account to test if you are able to both send and receive emails from your email client successfully. If you receive the email, the issue should be resolved.

Note:

 

If you are using an email client on a mobile device, such as a laptop computer, you may be instead using our mobile access servers which allows the email client to access your email while you are connected to an internet connection not provided by Shaw. Review the setup instructions for Mac Mail for further details on which server settings to use.

 

Learn More: Apple OS X Mail

 

Back to top

 

 

Related Articles

 

 

Attachments

    Outcomes