Hi, my name is Sergio. Thanks for allowing me to help you. I would first suggest removing and readding your email account. Let me know who your email provider is and I can provide you with instructions. Also, I assume you are using Mac Mail, correct?
Hello Sergio. Not sure I know what you mean by email provider --is that the same as Internet provider? If so, then it's CenturyLink. And, yes, I am using Mac Mail.
Does your email address end in centurylink.com?
No. My email goes through the company that maintains my Website, PromoNet Technologies, Inc.
my email address ends in the name of my business qvdesign.com.
OK, do you know the server settings for this account? The incoming and outgoing server names and port numbers?
incoming: mail.promonet.com; outgoing: XXXXX@XXXXXX.XXX
port number: 995 use ssl is checked
Sorry about the numbering
I get the following message after completing the first part of directions:
The account XXXXX@XXXXXX.XXX already has this hostname and username
OK, you need to go back into the settings and delete all of the accounts listed
Can I be assured that in doing so I won't completely lose the ability to access my email. It seems everytime I start messing with setting, it creates bigger problems.
Do you have a way of accessing your email account online?
Test to make sure you can log in. If so, then we can safely remove it without a problem
Yes, I was able to log in online. So, I should now go in and delete all accounts?
Everything has been deleted.
OK, now go back and readd your account
I did and now all my emails are gone and I can seem to connect. I sent a test to myself and the sending icon has been spinning.
Are you getting any error messages?
Try closing Mail and restarting your computer
Just got an error message:
Cannot send message using the server XXXXX@XXXXXX.XXX
OK, the outgoing mail server is not correct
it should be something like smtp.promonet.com but I cannot be certain of what exactly it is.
When I opened this account the company was Embarq. They changed to Century Link several years ago. I never had any trouble with my email until recently. Perhaps I should try using centurylink instead of embarq in the address?
Try these settings
I am now receiving mail but cannot sent out anything. It just times out and I get the error message cannot send message using the server XXXXX@XXXXXX.XXX:mcdonald
The outgoing mail server is still not correct, it should not have an @ symbol in it. What incoming address are you using?
have you tried smtp.promonet.com?
as the incoming?
outgoing. The incoming is working
with what port
587 I mean
if that does not work then you can try 25 or 110
Whatever number I enter in the port, this is the message I get.The server “smtp.promonet.com” cannot be contacted on port 25.
hm, ok, then lets try mail.promonet.com with each of the ports we tried
I filled out an e-mail questionnaire that was sent shortly after our original attempt at solving this problem. Obviously, you we're cc'd on it. Basically, I told them I thought you seemed very knowledgeable, and were very helpful, and that I would be happy to use the service and you in the future, but that for this problem, you were unable to help. FYI, I spent about 10 additional hours on the phone or online with my service providers and spoke to a total of 5 different people before I finally found someone who was able to fix the problem--which turned out to be simply a matter of changing the settings in Mac Mail to accommodate the security changes they had made internally. There was no way you could have known this. I am glad to have found this service, however, and will use it again if I have a Mac problem. Thank you. Vicki
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