Cannot Send or Receive

Troubleshooting Email - Cannot Send or Receive

Many users face daily problems and encounters with Email clients. The most common error which our Helpdesk has found is that customers continually receive the error message Cannot Send or Receive reported error and the following messages occurs.

Below is a quick troubleshooting guide with steps on how to rectify this situation if it happens to you;

Step1.

Check to make sure you can open up your Internet Browser and view a webpage, If you're not able to view a webpage your computer could be infected with a worm/virus or your ADSL modem may not be connected to the Internet please re-start the modem/router before you proceed further.

If you're not able to have an active connection please call the Helpdesk on 1300 300 324.

Step 2.

Check your server settings;

- Incoming Server: pop3.comcen.com.au
- Outgoing Server: smtp.comcen.com.au

If this has fixed your problem then you know what the cause of the problem was.
If this has not fixed your problem proceed to the next step.

Step 3.

If you have done Step 1 and have found that all your server settings are correct the next thing you have to check is whether you have a Anti-Virus program checking your emails. Anti-Virus programs are known to cause a lot of problems with Email clients they are the common reason why customers have constant error messages, common cause could be due to non-updated software, bugs within the software or compatibility issues with server-end software.

As part of this step you will be required to check through your Anti-Virus software and look for Email Scanning which from here you must un-tick any ticked boxes in relation to scanning of your Incoming Server or Outgoing Server. Save settings then re-start your email program and attempt to send/receive your emails again.

If this has fixed your problem then you know what the cause of the problem was.
If this has not fixed your problem proceed to the next step.

Step 4.

The next common cause of email retrieval and sending problems could also be caused by Firewalls or Internet Security programs installed on your machine. Unfortunately we're not able to provide a great deal of specific steps for this procedure though we can recommend you try a few things to see if it helps resolve your problem.

- Security Levels: At times people are known to set their security level in the software too high or when the software is installed it comes with a level too high sometimes leaving the customer out of the loop by not prompting them with what they want to accept or deny through the security program.

We suggest to turn down the security level of the Firewall or Internet Security program you are using, If all else fails once you have the level down to low the only solution we have left is to disable the Firewall or Internet Security program completely from the network.

If this has fixed your problem then you know what the cause of the problem was.
If this has not fixed your problem proceed to the next step.

Step 5.

If you have reached this far and still have not been able to resolve your issue the very last recommendations we suggest is to uninstall any Anti-Virus, Firewall, Anti-Spam, or Email filtering software you have installed on your machine.

Troubleshooting Email - Cannot Send or Receive