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Troubleshooting Receiving Messages

Can't connect with the server
Keeps asking for username/password or "Rejected username/password" error; Receives same messages over and over; "Timeout" error
Outlook Express asks to switch dial-up connections
Outlook Express hangs up and/or reconnects when sending or receiving

Can't connect with the server
If you receive an error message that you are unable to connect to the PSC mail server, check the following:

1. Are you connected to the Internet? Open Internet Explorer and check several web pages. If you can't open web pages, verify that you are connected to the Internet. (These settings do not apply if you're using a router. See Router Connection Checklist)

1. Click on Start
2. Go to Connect To
3. Click on the appropriate connection for PSC.
  • If you see a Connection Status window, you are connected. Continue to Step 2.
  • If you see a Connection window, click Dial/Connect. Once connected, go back to your mail program and check for messages. If you are still unable to connect to the mail server, continue to Step 2.
    • If you are unable to make a connection to the Internet, see the Checklist below for your type of Internet connection:
    Dial-up Connection Checklist
    DSL Connection Checklist
    Wireless Connection Checklist

    2. Are your email account settings correct?

    Check your account settings:

    Outlook Express
    Microsoft Office Outlook 2002/2003

    If your account settings are correct, continue to Step 3.

    3. Are you using virus protection/firewall/Internet Security software?

  • Is the software running? Check the System Tray (lower right corner of the screen) for the program's icon. If the icon is not there, restart your computer to restart the software.

  • If you are still unable to download messages, try disabling the software. Right-click the program's icon, then look for an option to disable.

  • If you have multiple programs installed, (virus protection, firewall, spam blocker, etc., like Norton's or McAfee's Internet Security), try disabling the protection options one at a time, then check to see if you can download messages.

  • If restarting the computer doesn't help, but disabling the program does help, you may need to uninstall and re-install the protection programs again.

    • Keeps asking for username/password or "Rejected username/password" error; Receives same messages over and over; "Timeout" error

    Each time you check for messages, you receive the same messages, and eventually see an error that your POP3 server has stopped responding. You are prompted to Wait 60 seconds or Stop. When you select "Stop", you see the following message: "Your server has unexpectedly terminated the connection. Possible causes for this include server problems, network problems, or a long period of inactivity."

    When you attempt to retrieve your messages again, you see a Mail Server Login window asking to log in to your mail server, but your username and password are rejected.

    When you close the Mail Server Login window, the error message mentions "POPlock - busy".

    These are all symptoms of having a message stuck in your directory on the PSC mail server. Until the message is cleared, the problem will continue. To remedy the problem, see "Troubleshooting: E-Mail: Handling Blocked E-Mail".

    Outlook Express asks to switch dial-up connections

    When you open Outlook Express or try to send or receive messages, a window opens asking if you would like to find the server on the current connection or switch connections. This is usually due to Outlook being set to use a connection other than your default connection, or the connection specified has been deleted.
    1. Click on Tools, then Accounts
    2. Click on the Mail tab.
    3. Click on the Properties button
    4. Click on the Connection tab.

    5a. If the option "Always connect to this account using:" is checked, but the connection name window is blank, you may:

    1) Click on the window and select your default connection. If you are using a router, select "Local Area Network".
    2) Uncheck the option to "Always connect.". Outlook will use your default connection.
    5b. If the option "Always connect to this account using:" is checked, and there is a connection name in the window, it is probably not your default connection, or you are using a router to connect to the Internet.
    1) If using a router, click on the window and select "Local Area Connection"
    2) Click on the window and select your default connection, OR
    3) Uncheck the option to "Always connect.". Outlook will use your default connection.

    Outlook Express hangs up and/or reconnects when sending or receiving

    Check these settings:
    1. In Outlook Express, click on Tools, then on Options
    2. Click on the Connections tab
    3. If the option "Hang up after sending or receiving" is checked, uncheck it.
    4. Click APPLY, then OK.