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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 6703
Experience:  Computer Software Support Specialist for more than 10 years
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I cannot receive e-mails since just after 5:00 this morning.

Customer Question

I cannot receive e-mails since just after 5:00 this morning. I can send e-mails to myself and the appear on the TWC server
Submitted: 9 months ago.
Category: Email
Expert:  Jess M. replied 9 months ago.

Hi Paul, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

I am very sorry about your issues. Are you using a Windows computer or a Mac?

How do you send and receive emails? Is it through a web browser like Internet Explorer, Firefox, Chrome or Safari?

Or are you using an email program like MS Outlook 2016?
Please let me know by replying to me here so that I can help you further.

Best regards,
Jes

Customer: replied 9 months ago.
I am using windows and use Eudora for sending and receiving e-mails
Expert:  Jess M. replied 9 months ago.

Thank you for writing back with that information. Have you tried to access your email using a web browser to see if all of your expected emails are there but Eudora cannot fetch them?

Customer: replied 9 months ago.
The incoming e-mails are there, even the test one I sent to myself
Expert:  Jess M. replied 9 months ago.

Hi, are you saying that all your expected emails are there in the webmail? If yes, then it is a Eudora issue.

Are you getting any error when receiving emails fail? Or just nothing?

Customer: replied 9 months ago.
I get a message that says - The RETR command did not succeed. Error retrieving a message. Mail server pop-server.sc.rr.com responded : no such message.
Expert:  Jess M. replied 9 months ago.

Thank you for that information. Please give me a moment to check for this error

Expert:  Jess M. replied 9 months ago.

Do you have a lot of emails stored on your email account when accessed in the webmail?

Customer: replied 9 months ago.
No
Expert:  Jess M. replied 9 months ago.

Ok. Can you locate the oldest email in the webmail?

Customer: replied 9 months ago.
In my inbox or on the TWC server?
Expert:  Jess M. replied 9 months ago.

In the TWC server, I believe that is how you call it. It is the email when accessed using a web browser.

Customer: replied 9 months ago.
The oldest e-mail on the server is from 9/25 at 11:07 am
Expert:  Jess M. replied 9 months ago.

Ok. Is that email already downloaded by your Eudora?

Customer: replied 9 months ago.
every thing up to 5:05 am this morning.
Expert:  Jess M. replied 9 months ago.

Ok. Please close your Eudora. Then delete the older emails on the server (not from Eudora), the ones that you are certain that were already downloaded by Euroda. After that, open Eudora then try receiving emails again.

Customer: replied 9 months ago.
Got it
Expert:  Jess M. replied 9 months ago.

Ok. Please tell me if your Eudora is now working without the error message

Expert:  Jess M. replied 9 months ago.

How is it going? Is the error message gone this time?

Expert:  Jess M. replied 9 months ago.

Is your Eudora working now? Please let me know so that I can assist you further.

Best regards,

Jess

Customer: replied 9 months ago.
Sorry it took so long. No difference.
Customer: replied 9 months ago.
Guests just arrived. Can I get back to you later?
Expert:  Jess M. replied 9 months ago.

Yes, sure. Please take your time and we can resume with this later.

Customer: replied 9 months ago.
My opinion is that as nothing has changed in Eudora (which has been working for years) and as I can send e-mails, there must be something wrong at TWC.
Customer: replied 9 months ago.
Thanks Jess. I will contact you later.
Expert:  Jess M. replied 9 months ago.

Yes, that is correct. But of course TWC will not tell you it is their fault. Yes we can resume later then

Customer: replied 9 months ago.
We were correct in thinking my problem was with Time-Warner. Late last night it all started working again. Many thanks.
Paul
Expert:  Jess M. replied 9 months ago.

Hi Paul,

Thank you for writing back and I am glad that your Eudora is now working. Yes, after checking and confirming that you have not made any changes on your Eudora, definitely the problem is with the changes made on the TWC servers which could have been done by their engineers without notifying the users like you.

With their current changes made, if you experience another or similar issues, please remember to delete the oldest email on the server to fix the issue since doing so will trigger a refresh of the connection status of your Eudora and the TWC server.

I hope I was able to help.

Please remember to rate my service positively (3-5 stars/Smiley's). If you need anything false later, just let me know by replying to me here so that I can help you further.

Best regards,

Jess

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