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Common Email Errors and Resolutions The following section provides an explanation of the common email errors you might encounter as well as steps on how to resolve them on your own before contacting our technical support department. Unable to open attachments in Outlook Express. Summary: You are using Outlook Express as your email client and you receive an email with an attachment but Outlook Express will not allow you to open or save the attachment. This happens to most but not all attachments. This built-in security feature is enabled by default in Outlook Express and also affects the PDF invoice that clients receive from CaribServe.NET. This issue occurs if the "Do not allow attachments to be saved or opened that could potentially be a virus" option is enabled in the security settings of Outlook Express. By default, the "Do not allow attachments to be saved or opened that could potentially be a virus" option is enabled in Outlook Express 6 SP1. Any e-mail attachment with a file type that is reported as "unsafe" is not downloaded, and access to the attachment is removed. Resolution: As a customer of CaribServe.NET, we expect out to abide to the terms and conditions set forth in our General Terms and Conditions (GTC) as well as our Acceptable Usage Policy (AUP). One of the requirements for being a good standing member of our service is that you must have an up-to-date anti-virus program running on your computer. As such, this security feature of Outlook Express is useless and can thus be disabled. To turn off the Do not allow attachments to be saved or opened that could potentially be a virus option:
You should not be able to open and save your attachments in Outlook Express.
Receiving duplicate messages in Outlook 2003 Summary: Outlook 2003 has a bug whereby in certain cases when the "Leave a copy of message on server" feature is enabled it will continuously download duplicate copies of messages which have already been received. Resolution: Microsoft has
resolved this issue in Microsoft Office 2003 Service Pack 2. Further
information on this issue as well as information on downloading
Microsoft Office 2003 Service Pack 2 can be found on the
Microsoft Support Website An alternate work around to the issue exists in disabling the "Leave a copy of message on server" feature:
Please note that after completing the steps above, you will receive the duplicate message one more time, after which it will not occur again.
Unable to send e-mail in Incredimail while running McAfee Anti-Virus Summary: McAfee Anti-Virus has a feature whereby it blocks access to TCP port 25 (SMTP) for any program that it does not recognize as valid email client. Unfortunately, McAfee does not recognize Incredimail as a valid mail client and thus it blocks Incredimail users from sending e-mail. Resolution: Please open the McAfee ANti-Virus
program and disable the Mass Mailing Protection to resolve this issue.
Please visit the support section of the
McAfee website
Save password setting not retained in Outlook or Outlook Express Summary: When the client opens Outlook or Outlook Express is prompts the client for the password, which the client enters and enables the Remember Password option. This works fine until Outlook or Outlook Express is closed, after which the program "forgets" the password and the client must re-enter it when the program is launched again.
Resolution: Please visit the
Microsoft Support Website
Unable to send e-mail on third-party e-mail accounts Summary: As a preventative measure to defray spammers, virus and spy ware writers from using our mail servers as relays or sources of mass-distribution for their malware, we require our subscribers to authenticate to our mail servers before they are permitted to send emails via our mail server if they are not directly on our network (i.e. trying to send an email via their CaribServe.NET email address while on the network of another ISP or out of the country, etc.) The same applies for a customer who is a subscriber of CaribServe.NET but who also maintains an email account with another ISP and tries to send an email via the mail server of the other ISP while connected to CaribServe.NET. Results will be an "unable to relay" error message. This preventative measure is becoming more common with Internet Service Providers (ISPs) worldwide and thus many will not allow you to send outgoing e-mail through their mail server unless you are connected directly to their network and/or authenticate to their network before allowing you to send mail through their servers. Resolution: To fix this simply go into the properties of the mail account and change the outgoing mail server to address of the outgoing mail server of the network you are connected to at the time. For example, say that you have an email account with another ISP (3rd party account) and you are currently connected to CaribServe.NET as your ISP, open the property settings for the 3rd party account and change the outgoing mail server settings to SMTP.CARIBSERVE.NET. Step-by-step instructions on how to configure 3rd party email accounts for use on out network can be found here.
Unable to send email from a hotel, office, or other ISP network (relay denied, 500 errors) Summary: As a preventative measure to defray spammers, virus and spy ware writers from using our mail servers as relays or sources of mass-distribution for their malware, we require our subscribers to use authenticated SMTP (ASMTP) when trying to send emails via our mail servers if they are not directly connected to our network (i.e. trying to send an email via their CaribServe.NET email address while on the network of another ISP or from a hotel, office, out of the country, etc.) ASMTP requires you to enter your email password before sending email. This simple step blocks unauthorized outgoing messages and helps reduce the distribution of spam. Resolution: CaribServe.Net offers an Authenticated SMTP (ASMTP) service that allows our subscribers to send e-mails via our servers even if they are not logged on the Internet through CaribServe.NET. This is useful especially for people with notebooks that want to send e-mail when traveling abroad. To use the feature change the outgoing mail server to SMTPAUTH.CARIBSERVE.NET and configure the SMTP Authentication to log on using the client’s CaribServe.NET username and password. Step-by-step instructions on how to configure your email client for this feature can be found here.
Unable to Send and Receive Email Due to Norton AntiVirus
Summary: You might run into a situation whereby you are unable to send and/or receive email as a result of having Norton AntiVirus installed. Norton AntiVirus Email Scanning could be having an adverse effect on sending and receiving your email.
Resolution: Change your Norton AntiVirus settings to disable scanning of incoming and outgoing emails. Please click here for step-by-step instructions to resolve this issue.
Unable to send e-mail in Outlook Express: messages remain in the Outbox Summary: This problem is caused when one of messages in the Outbox is corrupt. Resolution: In most cases it can be resolved by moving the messages from the Outbox to the Drafts folder, and then sending them one by one. One of the messages will fail to send; this message must be deleted and re-created from scratch. If the message can not even be moved to another folder, the problem is that Outlook Express’ message index is corrupted. To fix this, select File -> Folder -> Compact all folders. This can take a while depending on the size of the message index, but after it is finished everything should work again.
Unable to Send/Receive in Outlook/Outlook Express: error 0x800CCC0E or 0x800CCC0F Summary: This problem is usually caused by a corrupt setting in Norton or Symantec Anti-Virus. Norton or Symantec Antivirus sits between Outlook/Outlook Express and the mail server, thereby scanning every message that passes through the SMTP gateway. If Norton or Symantec Antivirus is malfunctioning, then Outlook/Outlook Express can not properly connect to the mail server and thus the program displays one of the two error messages mentioned in the title of this error. Resolution: Sometimes this problem can be solved by simply restarting the computer. If that does not work, Please click here for step-by-step instructions to resolve this issue.
Unable to Send/Receive e-mail in Outlook/Outlook Express: error 0x800CCC0D Summary: This error means that Outlook/Outlook Express can not find the mail server and is usually an indication that you are trying to send/receive emails while you are not connected to the Internet or that your email program is not configured properly. Resolution: Please follow the steps below to resolve this issue:
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