Having problems accessing xtra email

Forums › Spark New Zealand (including Skinny and BigPipe) › Having problems accessing xtra email

damianh

34 posts

Geek

#107771 19-Aug-2012 20:33

Hello All,

I have a strange one I can't figure out.

Two PCS connected to ADSL on Telecom.

They have been worrking fine for many years. Now both mail clients, Outlook 2010 and Outlook 2007 have stopped working.

On Send/Receive, they both come up saying that the credentials are incorrect and prompt for them again.

Now I know they are correct, as I have never changed them, and I can go to webmail and log in with no issues.

Strange thing is about once a day, I can try and it will work with no issues. ???????

Does anyone have any ideas?

Thanks

1 | 2 | 3

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#674383 19-Aug-2012 20:51

What antivirus software are you using? Have you tried disabling it?

quickymart

13927 posts

Uber Geek

ID Verified

#674392 19-Aug-2012 21:38

Tried deleting the Outlook profiles and recreating them?
(note, take a backup first).

damianh

34 posts

Geek

#674396 19-Aug-2012 21:46

Running Avast 7

Have disabled and even removed it. No change.

Will try deleting profile and trying again.

ChevronX

280 posts

Ultimate Geek

#674398 19-Aug-2012 22:04

It's been known for the password to change on Telecom's end, either by some kind of corruption or just for the sake of it, especially after several failed attempts I believe it gets "blocked" for a certain amount of time, might be easier to ring Telecom about it, dial 1-2-3 on your LAN line.

Make sure that the Use Authentication is ticked and uses the valid Xtra details as well, as others have suggested backup and recreate the account.

"The Atlantis base, brings greetings from the pegasus galaxy, you may cut power to the gate!."- Dr Weir (Rising) New Zealand · Luke.Geek.NZ

Talkiet

4792 posts

Uber Geek

Trusted

#674401 19-Aug-2012 22:09

How long have you been experiencing this problem? Have you phoned the Telecom helpdesk and asked if they have any suggestions?

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Kiwifan

169 posts

Master Geek

Lifetime subscriber

#674423 20-Aug-2012 07:53

Got exactly the same problem. Have gone through Telecom who got me to do all the usual checks (hadn't changed anything at this end) but still having trouble. I guess I spent about two hours with them trying to sort it but to no avail. Their first suggestion was I had too many apps open, ie the PC, iPhone and iPad which was true but I had done that in the past with no problems.

I'm running ESET Nod32 5.The weird thing is that the Apple units don't play up with the email and sometimes this PC is ok, like this morning. Even Mailwasher is upset with the wrong username/password. If anyone can help I'd really appreciate it.

Cheers.

freitasm

BDFL - Memuneh
79254 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#674427 20-Aug-2012 08:21

ChevronX: ... might be easier to ring Telecom about it, dial 1-2-3 on your LAN line.

I think he meant LANDline...

ChevronX: Make sure that the Use Authentication is ticked and uses the valid Xtra details as well, as others have suggested backup and recreate the account.

If you delete your profile you should really have a backup of ALL your emails.

Are you accessing the Xtra email from a non-Telecom connection?

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

plambrechtsen

1948 posts

Uber Geek
Inactive user

#674436 20-Aug-2012 09:19

I assume you have managed to login to the web mail without an issue.

It may be worth resetting your password back to the same password again or trying a new password.

If he keeps on occurring you can always try logging a case with the helpdesk and seeing if they can investigate.

A wireshark lan trace (if you feel comfortable in doing one) may be of real help diagnosing the issue.

damianh

34 posts

Geek

#674451 20-Aug-2012 09:45

An update...

Telecom logged into one of the PC's and put a capital letter at the beginning of the username????

But it was working before they logged in today, so I don't think that has made any difference.

Can access webmail fine. Yes on a telecom connection.

IPAD works fine every time.

Telecom going to ring back tomorrow and see if the capital letter has resolved the issue.

I am sure the username is not caps sensitive?

DaveDog

336 posts

Ultimate Geek

#674771 20-Aug-2012 20:12

I've been through this and never found a solution - but I did find a workaround.

Get a Gmail account have it poll the POP xtra automatically. You'll then find that the Outlook send and receive will work between gmail polling...

I know - dodgy - but I got absolutely nowhere - and this did solve the issue for me.

Niscoupe

107 posts

Master Geek

#674858 20-Aug-2012 23:14

We have had a problem with our xtra email not loading properly on Outlook Express. This has only started happening in the last 2 or 3 weeks. OE tries to load the emails (slowly) normally getting someway through before stopping and coming up with error 0x800CCC0F. Try again and sometimes it will load ok, then next time same problem. Xtra help said emails may have attachments which take too long to load, but his isn't the case, the sizes of the emails make no difference. Can access through webmail with no problems. Nothing has changed on my computer....I was wondering whether it is a problem with Xtra..

mattwnz

20141 posts

Uber Geek

#674872 21-Aug-2012 00:01

Niscoupe: We have had a problem with our xtra email not loading properly on Outlook Express. This has only started happening in the last 2 or 3 weeks. OE tries to load the emails (slowly) normally getting someway through before stopping and coming up with error 0x800CCC0F. Try again and sometimes it will load ok, then next time same problem. Xtra help said emails may have attachments which take too long to load, but his isn't the case, the sizes of the emails make no difference. Can access through webmail with no problems. Nothing has changed on my computer....I was wondering whether it is a problem with Xtra..

They did recently send an email to customers to say there were problems with the xtra/yahoo email, and I don't recall it saying that they were fixed. So it is possibly linked to that?

farcus

1554 posts

Uber Geek

#674903 21-Aug-2012 03:44

Niscoupe: We have had a problem with our xtra email not loading properly on Outlook Express.

Any problems related to email and outlook express I'd lay squarely at the feet of Outlook Express.
That is probably one of the worst piece of junk email clients ever created.

I'm surprised people still use it.
I was under the impression it had been out of production for a number of years (but I could be wrong).

Niscoupe

107 posts

Master Geek

#674913 21-Aug-2012 07:23

farcus:
Niscoupe: We have had a problem with our xtra email not loading properly on Outlook Express.

Any problems related to email and outlook express I'd lay squarely at the feet of Outlook Express.
That is probably one of the worst piece of junk email clients ever created.

I'm surprised people still use it.
I was under the impression it had been out of production for a number of years (but I could be wrong).

You could well be right but this has been working without a problem for years, the same problem has appeared before but only when xtra was having problems and it was always resolved. This time Xtra say there are no problems with their network...
I also have 2 other email accounts accessed through OE and they are loading fine

freitasm

BDFL - Memuneh
79254 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#674914 21-Aug-2012 07:24

Outlook Express doesn't exist anymore. People should be using Windows Live Mail instead.

1 | 2 | 3