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6 posts

Wannabe Geek


Topic # 216622 5-Jul-2017 12:58
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Hi all and apologies if this is not the correct place to post this request.
I have a laptop in front of me from a client that was having issues.

One of the issues he is having is with his xtra email account not working.
He is trying to POP his email to and the error is "your server does not support the encryption type you have specified" and will not download his email.

 

He using Windows 10 and Office 2013
His advanced settings are;
Incoming Server POP3: 995, use SSL ticked
Outgoing SMTP: 465, SSL ticked

He can login into his webmail perfectly fine using the same credentials for username and password.

Again apologies if this is a know issue but it has me stumped as have not been back in New Zealand for that long.
Any assistance is greatly appreciated.

Cheers

Mark 


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Uber Geek
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  Reply # 1813168 5-Jul-2017 13:04
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That seems to match Spark's documentation, but perhaps double-check everything.




6 posts

Wannabe Geek


  Reply # 1813184 5-Jul-2017 13:15
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Thank you very much for the prompt reply.

I checked the documentation and interestingly enough is says to login using the username without the '@xtra.co.nz" in the username.
I removed the @xtra.co.nz from the username and it still spat back the same error about the authentication.

Tried with and without and get the same error.

Again, any further clues on this one would be greatly appreciated :-)



 
 
 
 


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Ultimate Geek
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  Reply # 1813222 5-Jul-2017 14:07
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Make sure "Logon using secure password authentication" is unchecked.



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Wannabe Geek


  Reply # 1813223 5-Jul-2017 14:09
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Roger that, checked and not ticked


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Master Geek
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  Reply # 1813256 5-Jul-2017 14:52
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Have you tested with a different POP3 client? Just to eliminate Outlook as a possible culprit.




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Wannabe Geek


  Reply # 1813261 5-Jul-2017 14:59
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Thanks for the reply, yes I have. 

He has another POP account that is working fine (non-xtra email account).



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  Reply # 1813358 5-Jul-2017 17:07
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I dont use spark, but on the pop setting page there is a ‘test account settings’ button. This will tell you if the smtp or pop setting is incorrect.

If it is the SMTP setting, perhaps you may need to set the ‘outgoing server requires authentication’ option.




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  Reply # 1813360 5-Jul-2017 17:08
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The SMTP server is TLS not SSL




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Wannabe Geek


  Reply # 1813361 5-Jul-2017 17:20
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Thank you for the replies everyone.

The first error that I had is with the POP.
The full error reads "log onto incoming mail server (POP3): Your server does not support the server encryption type you have specified. Try changing the encryption method. Contact your mail server "and give up after waiting  for 2 hours on hold and try an alternative method"... or words to that effect.

I updated the SMTP to TLS and interestingly enough that failed with a time out message (so have reverted back to SSL).

Beer'oclock... :-)


Again, thanks for the answers - very much appreciated.


'That VDSL Cat'
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  Reply # 1813370 5-Jul-2017 17:48
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nitrotech:

 

The SMTP server is TLS not SSL

 

 

incorrect, While we allow TLS, our officially supported details are actually SSL.

 

TLS is on a different port.

 

 

 

 

 

 

Incoming Mail Server: pop3.xtra.co.nz
Uses SSL
Port: 995
Username: Your full email address without @xtra.co.nz
(e.g. joe.bloggs not joe.bloggs@xtra.co.nz)

 

 

 

Outgoing mail server: send.xtra.co.nz
Uses SSL
Port: 465
Outgoing server requires authentication

 

Double check it all looks like this.

 

 

 

 

 

 





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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Ultimate Geek
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  Reply # 1813396 5-Jul-2017 19:02
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 @hio77 Your settings say for POP3 but are using imap.xtra.co.nz as the incoming server which logic says shouldn't work...






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  Reply # 1813433 5-Jul-2017 19:38
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Brumfondl:

 

 @hio77 Your settings say for POP3 but are using imap.xtra.co.nz as the incoming server which logic says shouldn't work...

 

 

derp, pop3.xtra.co.nz - What i get for multitasking!





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.




6 posts

Wannabe Geek


Reply # 1813760 6-Jul-2017 12:42
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Thanks for the info, fixed.
2 things... 

1. Username to login does not have the @xtra.co.nz (thanks for confirming that)
2. NOD32, well there you go. Disabled and boom, connected without error and down comes the email.

So... if anyone else is having issues, check your AV software.

Cheers for the help everyone  


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