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Cannot Send Email

If you are able to receive messages but cannot send messages:

• Verify your email settings are correct (the SMTP server and email address must be correctly listed in your email software).

• If you are sending a message with an attachment, verify that the attached file is no larger than 10MB (10,000 KB).

• If you use Norton Anti-Virus software your email settings may have changed and may not allow you to send email. Please refer to this page for more information about this issue and a solution.

• If you use a Linksys BESW-11S4 Wireless 4-port router, the MTU setting should be set to 1400-1492 maximum. If the MTU is above 1492, problems sending mail will likely occur. Please note that the older versions of the firmware do not include MTU settings and we recommend upgrading the firmware which will allow you to enable custom MTU sizes.

• Check the System Status for mail status.

• If you have a firewall, try disabling it or setting it to allow all if you cannot send or reply to email and receive a time out or server not responding error.

• Send a message to your email address as a test. Make sure to type the full email address in the correct location of the message window.

• If the Reply To or Email Address setting has an invalid domain name, mail will fail to be sent and return the error "451 Unresolvable Domain" (email addresses have the format username@domain).

• Verify you connected to Stargate (via Dial-Up, DSL, etc) before accessing our SMTP server. If you are connected to another service provider you may receive the error "550 Access Denied" (See Relay Denied). If you are using another provider you should use their SMTP (outgoing) mailserver to send out email.

• The problem sending mail may be due to a corrupted outbox. You can delete the outbox and allow the software to generate a new one. Warning: Deleting an outbox will destroy any mail that is currently in the outbox.

  To delete the outbox:

  Outlook Express

  1. Close Outlook Express and return to the desktop.
  2. Click Start -> Find -> Files or Folders.
  3. Type outbox.* in the "Named" field and be sure the hard drive is selected in the "Look in:" field (include sub-directories).
  4. Click Find now.
  5. In the results window you should see outbox files. If you use Outlook Express 4, you should see outbox.idx and outbox.mbx. If you use Outlook Express 5 or higher, you should see outbox.dbx.
  6. Right click the outbox file(s) in the results window and select Delete from the menu.
  7. Restart Outlook Express. A new outbox will be created.
  8. Reconnect to the Internet and attempt to send a new message to yourself as a test.

  Netscape

  1. Close Netscape and return to the desktop.
  2. Click Start -> Find -> Files or Folders.
  3. Type outbox.* in the "Named" field and be sure the hard drive is selected in the "Look in:" field (include sub-directories).
  4. Click Find now.
  5. In the results window you should see an outbox.snm.
  6. Right click the outbox file in the results window and select Delete from the menu.
  7. Restart Netscape. A new outbox will be created.
  8. Reconnect to the Internet and attempt to send a new message to yourself as a test.

• If you are using Outlook and mail is stuck in the outbox, refer to following Microsoft Knowledgebase Article: Q162343

• If you are receiving email but are only getting the same message over and over again, refer to this page.

 

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