problem setting up XTRA email

Forums › Spark New Zealand (including Skinny and BigPipe) › problem setting up XTRA email

frankmachine

56 posts

Master Geek

#290180 25-Oct-2021 21:53

Good day Geeks

I am experiencing a wee issue trying to simply set up an existing valid & active xtra email account on a new computer. I know the password to be correct because log in on xtramail.co.nz works just fine. I'm using the IMAP protocol (imap.xtra.co.nz 993 / send.xtra.co.nz 465 both SSL/TLS and both with SPA and I consistently get the "something went wrong" error in Outlook 365. I get a similar auth error in Thunderbird and also on Android email app. Every other combination of POP3 & IMAP, secure, non secure etc etc.. has also been tried to no avail......

Meanwhile... the account owner is using the mail account just fine on their smartphone and it also works in an existing instance of Thunderbird as well...

I've rung Spark 5 times now and am getting absolutely nowhere.... Something tells me some authentication change on the Spark mail server has likely taken place recently..... Can anyone shed any light on this please?

Many thanks

frank.

PS:

quickymart

13785 posts

Uber Geek

ID Verified

#2801093 25-Oct-2021 21:56

Just checking you've been through everything here (it sounds like it): https://www.spark.co.nz/help/get-more/xtra/xtra-mail-setup/

Jase2985

13428 posts

Uber Geek

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Lifetime subscriber

#2801094 25-Oct-2021 21:57

change the password via webmail and see if it then works

frankmachine

56 posts

Master Geek

#2801104 25-Oct-2021 23:15

yes, changing the password in the webmail is the last resort I already considered that but, I'm suspecting it may then break the connection on the users phone and existing laptop, and i'll end up with nothing working! hmmmm....

kiwipeter

211 posts

Master Geek

ID Verified

#2801142 26-Oct-2021 08:50

I've struck this several times before, a password change via the webmail portal (as previously mentioned by Jase2985) should fix things up.

A bit of pain after that configuring devices but at least it'll work.

Rickles

2914 posts

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Trusted

#2801180 26-Oct-2021 10:31

Just a thought, but is the new machine actually accessing the internet using a Spark connection? If not, then could be the old 'open relay' problem?

Using the web site overcomes this, and the phone could also be on the Spark service.

1101

3121 posts

Uber Geek

#2801185 26-Oct-2021 10:33

frankmachine:

email account on a new computer.

Sometimes , just login to webmail on that PC will clear these issues . Ive had that a few times on a few PC's

" I get a similar auth error in Thunderbird and also on Android email app"
Did you also try on a phone.
If so, you may have no options but to ask Spark to reset the password

Kerrym

18 posts

Geek

#2802206 27-Oct-2021 19:23

How did you get on with this?

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Linux

11300 posts

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Trusted

Lifetime subscriber

#2802225 27-Oct-2021 19:33

Kerrym:

How did you get on with this?

It fixed the issue

Kerrym

18 posts

Geek

#2802233 27-Oct-2021 19:53

Linux:

Kerrym:

How did you get on with this?

It fixed the issue

Sorry, newbie here - the change of password fixed it? Have to double check, as you have a different name to the original poster, who I was directing my query to see if they've got it sorted.

frankmachine

56 posts

Master Geek

#2802397 28-Oct-2021 08:10

Good day all

Thanks for the interest here, I'm not sure who or what posted "it fixed the issue" above, but anyway "it" did. My initial theory prior to this posting was to change password, suspecting some sort of elevated pwd complexity change on the SMX servers? ( as the account holder hasn't changed pwd since the migration... either way account pwd change (via webmail) worked and all client devices now accessing fine.

Why 0 out of 6 Spark employees could not suggest this to me with any confidence is a bit questionable... ho hum

thanks everyone

as you were

regards

frank