Email Troubleshooting

1. Error message(s) when sending and receiving mail
2. Error 550 message when sending mail
3. Invalid username or password
4. Receiving duplicate messages
5. Cannot open message attachments
6. Disconnected when sending and receiving mail
7. Receiving messages that are not addressed to you
8. Receiving an error message "Email filters at Vianet believe this message to be spam" when attempting to send a message
9. I still need help!

Problem: Error message(s) when sending and receiving mail.

"The host 'mail.vianet.ca' could not be found. Please verify that you have entered the server name correctly. Account: 'mail.vianet.ca', Server: 'mail.vianet.ca', Protocol: POP3, Port: 110, Secure(SSL): No, Socket Error: 11004, Error Number: 0x800CCC0D" Your server has unexpectedly terminated the connection. Possible causes for this include server problems, network problems, or a long period of inactivity. Your SMTP server has not responded in 60 seconds. Would you like to wait another 60 seconds for the server to respond?

Possible Solution(s):

1. Double check the mail server information in Outlook Express.
2. Disable email scanning on your antivirus program or disable the firewall.
3. Reboot your PC and try checking your mail once again.

Problem: Error 550 when sending mail.

Possible Solution(s):

1. If you do not use Vianet to connect to the Internet, your outgoing mail server will not be smtp.vianet.ca. You will need to contact your current ISP to obtain their outgoing mail server information.
2. Your outgoing mail server information is incorrect. Please use smtp.vianet.ca as your outgoing mail server.

Problem: Invalid username or password.

Possible Solution(s):

1. There may be a message containing a large attachment in your mailbox. Please log into Vianet WebMail to remove the message or contact Vianet Technical Support at 1-800-788-0363.
2. Antivirus programs have been known to overwrite the mail server information and account name information in email clients such as Outlook Express. (eg, pop3.norton.antivirus / 127.0.0.1) The correct incoming POP3 or SMTP server information is located here.
3. The username and/or password has been entered incorrectly. The correct account name should be (excluding any quotes or spaces) "yourusername" not "yourusername@vianet.ca". The username and password should be entered in small letters.
4. You have exceeded your disk quota or your account has been administratively disabled. Please contact Vianet Technical Support at 1-800-788-0363.

Problem: Receiving duplicate messages.

Possible Solution(s):

1. There may be a message containing a large attachment in your mailbox. Please log into Vianet WebMail to remove the message or contact Vianet Technical Support at 1-800-788-0363.

Problem: Cannot open message attachments.

Possible Solution(s):

1. The attachment security feature has been enabled in Outlook Express. To disable the attachment security feature in Outlook Express:

Start Outlook Express. Select the Tools menu at the top and click on Options. Click the Security tab at the top Remove the checkmark beside Do not allow attachments to be saved or opened that could potentially be a virus. Click OK at the bottom. Close Outlook Express and reopen it.

2. The file has been renamed by the attachment handler on the mail server. Please remove the *.disabled portion of the file name to make it viewable.

Problem: Disconnected after sending and receiving mail.

Possible Solution(s):

1. Outlook Express is set to hang up after sending and receiving. To disable this feature:

Start Outlook Express. Select the Tools menu at the top and click on Options. Click the Connection tab at the top and remove the checkmark beside Hang up after sending and receiving. Click OK at the bottom.

2. Outlook Express cannot find a valid connection name. To correct this problem:

Start Outlook Express. Select the Tools menu at the top and click on Options. Click on the Mail tab at the top. Click the Properties button on the right hand side. Click on the Connection tab at the top. Make sure your Vianet Connection is selected under Always connect to this account using or remove the checkmark to disable this feature. Click OK at the bottom.

Problem: Receiving messages that are not addressed to you.

Possible Solution(s):

1. The message is actually addressed to you but not seen in the "To:" or "Cc:" field. The sender has used the Bcc (Blind Carbon Copy) field instead.

Problem: Receving an error message "Email filters at Vianet believe this message to be spam" when attempting to send a message.

Possible Solution(s):

1. Enable SMTP authentication in your email client. Please contact Vianet Technical Support at 1-800-788-0363 should you need assistance enabling SMTP authentication.

Problem: I still need help!

Solution:

Please fill out our Online Support Form or contact Vianet Technical Support at 1-800-788-0363.