Xtra Email not sending

Forums › Spark New Zealand (including Skinny and BigPipe) › Xtra Email not sending

ronw

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#270259 1-May-2020 10:35

Trying to help my neighbour who uses an ipad for her mail. She has a problem her inwards mail works fine but outwards fails with message "Cannot Send email as we cannot relay will place in outbox.

Anyone an idea what is wrong.

It was working fine till Wednesday she has rung Spark but her knowlege of tech is very limited (not surprising she is in her 80's)

All help appreciated

PS my knowledge of Apple products is limited

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hio77

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#2474486 1-May-2020 11:02

Sound like the wrong configuration is entered, make sure it's using the SSL SMTP for best results.

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CYaBro

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#2474496 1-May-2020 11:30

hio77:

Sound like the wrong configuration is entered, make sure it's using the SSL SMTP for best results.

And the port should be 465, not the default 25.

Opinions are my own and not the views of my employer.

freitasm

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#2474514 1-May-2020 11:58

And the sending email is really xtra as it will not relay other domain emails.

ronw

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#2474517 1-May-2020 12:08

Thanks Guys. No luck. I find Apple devices odd they way they do things and prefer not to do anything that might bugger it up completly. At least she is getting inwards email so that is good. Told her to take into Spark when they reopen I am sure they can fix. It was working fine and then stopped sending. She rang Spark but as you can imagine she got confused by what they asked.

I did not want to try deleting the account and re creating it becuase I am not sure how their email works. If she is downloading and tghere is no copy left on server then deleing account would delet all he email. Did not wnat to chance that. I did note there is a major upgrade sitting there waiting but decided to leave it sitting as once again it may bugger things up. With luck places like Spark may be open in 10 days or so. Suggested if she had urgent emails she wants to send she should just ring people.

Anyway thanks for your suggestions

hio77:

Sound like the wrong configuration is entered, make sure it's using the SSL SMTP for best results.

And the port should be 465, not the default 25.

Nokia 7 Plus
Nexus 6P 32Gb
Nexus 6 Phone
Nexus 5 Phone
Nexus 7 2013 Tablet
Samsung TAB A 8"
Samsung TAB A 10"

& many Windows laptops, Desktops etc

ronw

1222 posts

Uber Geek

#2474518 1-May-2020 12:10

Thanks I did check all that and it looked OK but I cannot imagine it would change at her age she would never go playing around.

freitasm:

And the sending email is really xtra as it will not relay other domain emails.

Nokia 7 Plus
Nexus 6P 32Gb
Nexus 6 Phone
Nexus 5 Phone
Nexus 7 2013 Tablet
Samsung TAB A 8"
Samsung TAB A 10"

& many Windows laptops, Desktops etc

Technofreak

6530 posts

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#2474523 1-May-2020 12:17

ronw:

Thanks Guys. No luck. I find Apple devices odd they way they do things and prefer not to do anything that might bugger it up completly. At least she is getting inwards email so that is good. Told her to take into Spark when they reopen I am sure they can fix. It was working fine and then stopped sending. She rang Spark but as you can imagine she got confused by what they asked.

I did not want to try deleting the account and re creating it becuase I am not sure how their email works. If she is downloading and tghere is no copy left on server then deleing account would delet all he email. Did not wnat to chance that. I did note there is a major upgrade sitting there waiting but decided to leave it sitting as once again it may bugger things up. With luck places like Spark may be open in 10 days or so. Suggested if she had urgent emails she wants to send she should just ring people.

Anyway thanks for your suggestions

hio77:

Sound like the wrong configuration is entered, make sure it's using the SSL SMTP for best results.

And the port should be 465, not the default 25.

It's pretty hard to bugger it up. Take a screenshot or photo of the settings page from the email account, obliterate any personal details, and post it here. Someone will be able to tell you what items are incorrect and how to change them. Failing that perhaps someone with an iPad could post a picture here of the correct Spark settings.

Have you looked on the Spark help pages on their website? https://www.serversettings.email/xtra.co.nz-email-server-settings-pop.php

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Technofreak

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#2474524 1-May-2020 12:19

ronw:

Thanks I did check all that and it looked OK but I cannot imagine it would change at her age she would never go playing around.

freitasm:

And the sending email is really xtra as it will not relay other domain emails.

Sometime sh*t happens and the settings need to be re entered.

Apparently the word sh1t is banned on this site

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CYaBro

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#2474542 1-May-2020 12:52

She could always log into the Xtra webmail site in the mean time.

Hopefully she know her password. :)

Opinions are my own and not the views of my employer.

ronw

1222 posts

Uber Geek

#2474583 1-May-2020 12:58

I hesitate to suggest that. Doubt she ever uses the browser its just a device to cope with email. Its been setup and works till now. If she was a bit younger I would dump xtra and put her on gmail. I do a lot of maililng to groups using mailchimp. The number of people complain that they dont receive the mail outg and when we lookm in spam folder there they are. Most people have no idea there is a spam folder. I think Xtra are using Brightmail or whatever Symantec call it these days and it doesnt like bulk emailers so quite often puts them into spam.

Nokia 7 Plus
Nexus 6P 32Gb
Nexus 6 Phone
Nexus 5 Phone
Nexus 7 2013 Tablet
Samsung TAB A 8"
Samsung TAB A 10"

& many Windows laptops, Desktops etc

jesterpaul

98 posts

Master Geek

#2485041 16-May-2020 19:53

Seen these kinds of issues quite often. Usually happen after a password change with iOS mail app, and folks update incoming server password, but forget to navigate to outgoing (SMTP) server and update the little password black dots in that place as well.

Could be worth re-typing the outgoing server password?