How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Steve Herrod Your Own Question
Steve Herrod
Steve Herrod, Mac Support Specialist
Category: Mac
Satisfied Customers: 3324
Experience:  OSX certified, many years experience supporting Apple Hardware & Software
65126503
Type Your Mac Question Here...
Steve Herrod is online now
A new question is answered every 9 seconds

Hi there, I am using Mac Outlook 2011 as well as Adium

This answer was rated:

Hi there,

I am using Mac Outlook 2011 as well as Adium with a few different chat accounts attached to it. I have two problems:
1. When using a Wi-Fi connection I can receive emails using IMAP connection but can't send emails. However, my IBM Sametime account logs in and I can use that perfectly.
2. When I tether from my iPad I can receive and send emails using IMAP connection. However, my IBM Sametime account doesn't log in and I can't use it.

I used to be able to send/recieve emails and get my IBM Sametime account working at the same time when I was using a Telstra USB broadband dongle, but since work upgraded and gave me an iPad to use/tether with, I can't get it the above mentioned scenario to work.

Please help!

Cheers,
Kartik

Steve Herrod :

Hi, I'll be happy to help with this issue - does it matter what wi-fi connection you are using whether e-mails send correctly?

Customer:

No it doesn't. However I only have access to thether from my iPad

Steve Herrod :

Thanks, XXXXX XXXXX let me know what version of iOS is on the iPad and also what version of OSX is on the Mac?

Steve Herrod :

If you go to Setttings-->General-->About on the iPad

Steve Herrod :

and Apple menu-->About this Mac

Steve Herrod :

they should be listed there

Customer:

Mac OS is version 10.8.2 and ios6 on iPadiPad

Steve Herrod :

ok, am going to work on a few options

Customer:

ok please email me the options as i have to log off now

Steve Herrod :

thanks will do

Customer:

thanks

Steve Herrod :

Have been trying a few configurations

Steve Herrod :

If on WiFi and you can't send that would indicate some kind of authentication issue - can you let me know the last section of the e-mail address concerned (just after the @ symbol)

Steve Herrod :

On the tethered connection is that also via Telstra 3G?

Steve Herrod :

In Outlook 2011 if you go to Tools-->Accounts

Steve Herrod :

select the e-mail account

Steve Herrod :

and then choose 'More Options' at the bottom underneath Outgoing Server

Steve Herrod :

what authentication settings are currently set?

Steve Herrod :

if none, make sure username and password XXXXX specified here as well

Customer:

The email address is configured using a IMAP connection [email protected]

Customer:

Yes the tethered is via Telstra 3G

Customer:

The authentication settings have a username and password XXXXX already

Customer:

are you online?

Steve Herrod :

yes - for some reason the chat has disappeared this side though

Customer:

hmm ok

Steve Herrod :

so I can't see any of the other messages...

Customer:

ok ill type them again

Customer:

do you remember what you asked me?

Steve Herrod :

yes, about authentication on SMTP

Steve Herrod :

and whether the iPad was connecting via Telstra/3G as well?

Customer:

The email address is configured using a IMAP connection [email protected]

Customer:

The authentication settings have a username and password XXXXX already

Steve Herrod :

ok, what is the last section of the e-mail address?

Customer:

Yes the iPad is tethered via Telstra 3G

Steve Herrod :

just the section after the @ symbol

Customer:

axcium.com.au

Steve Herrod :

thanks

Steve Herrod :

also, what is specified as the outgoing SMTP server in Outlook 2011?

Customer:

smtp.emailsrvr.com

Customer:

just a side note...i am using a Wifi connection atm

Steve Herrod :

thanks

Steve Herrod :

is there a specific port specified for that SMTP server?

Customer:

no

Customer:

just default of 25

Steve Herrod :

ok - wondering if that is blocked on the wi-fi for some reason

Steve Herrod :

I can't get to port 25 on that server from any wireless connection right now

Customer:

hmm

Customer:

yea i cant send it on any wifi connection

Customer:

how do i unblock it?

Customer:

and if i do...will it then block it when im tethering?

Steve Herrod :

it works correctly when tethered doesn't it?

Customer:

yes i can send emails whilst tethering...but then my IBM Sametime account doesn't log in on ADium

Customer:

somehow i don't think both issues are related...but its strange when one works and the other doesn't

Customer:

just want to get it back to the days when both were working at the same time haha

Steve Herrod :

yes - it is strange

Steve Herrod :

when it used to work you just connected with a Telstra dongle - but ever since with the iPad Sametime won't connect?

Customer:

correct

Customer:

do you reckon its an iOS problem?

Steve Herrod :

it sounds like a configuration issue somewhere with iOS

Steve Herrod :

do you know what version of Sametime is being used

Customer:

hmm

Customer:

see im using sametime via adium

Customer:

adium is the chat client

Customer:

and my sametime account is actually a web based account as im not directly from IBM

Customer:

however i work with IBM staff so i created an account so i can chat with them

Steve Herrod :

ok - I might need to do some more digging around sametime ports and versions

Customer:

ok

Customer:

where are you based?

Customer:

what time is it where ever you are?

Steve Herrod :

I'm in UK

Steve Herrod :

so 2.45PM

Customer:

ah okk so 11hrs behind me

Customer:

its 1.45am here in melbourne

Steve Herrod :

ouch - that is late...

Customer:

haha yea

Customer:

just trying to get this to work

Customer:

im logged into sametime atm on wifi connection no issues

Customer:

if it helps...the server im using in adium for same time is extst.ibm.com and the port is 80

Steve Herrod :

thanks

Steve Herrod :

are you using any other services via Adium?

Customer:

yeah gchat and msn chat (hotmail)

Steve Herrod :

ok - so it is sametime related

Customer:

ok

Steve Herrod :

think I will need to work on that for a while - I can send the details through and you can check them in your morning if that works for you?

Customer:

yep that would be great

Customer:

what time will you be online till?

Steve Herrod :

I'm working till around 12/1AM here

Customer:

oh perfect...

Customer:

i should be able to catch you online from around 11pm

Customer:

your time

Customer:

i will be tethering from my ipad then so hopefully we can test out the solution

Steve Herrod :

perfect

Steve Herrod :

no problem

Customer:

please send through the details when you can

Customer:

good luck and thanks very much for this

Customer:

cheers steve

Steve Herrod :

no problem

Steve Herrod :

Ok, am slightly confused now

Steve Herrod :

smtp.emailsvr.com isn't reachable via port 25 from multiple wifi connections

Steve Herrod :

which is very strange as it must be when connected via tethering

Steve Herrod :

so I'm not sure if any other authentication is coming into play

Steve Herrod :

regarding the sametime issue - port 80 must be open when connected via the iPad as that is the same port as for web traffic

Steve Herrod :

so once connected we'll do some tests and see what is going on

Customer:

hey mate

Customer:

good morning

Customer:

well good evening for you haha

Steve Herrod :

:)

Customer:

just got into the office

Customer:

so what do you need me to test?

Steve Herrod :

ok, so if you tether to the iPad - what steps do you follow exactly?

Steve Herrod :

just trying to work out why it's behaving differently

Customer:

ok give me 10mins im just going to a meeting now

Customer:

ill be right back

Customer:

sorry

Steve Herrod :

no problem

Customer:

ok im back

Customer:

so i just turn on personal hotspot

Steve Herrod :

ok so there's no other clients involved - interesting

Customer:

nope

Steve Herrod :

does Sametime give a specfic error message?

Customer:

just standard PH option on ipad

Customer:

yea

Customer:

"Waiting for Handshake Acknowledgment (30%)"

Customer:

and is just stuck on that whilst trying to connect

Steve Herrod :

ok, is it always 30% or does it ever change?

Customer:

nope

Customer:

stays like that

Customer:

only changes to 100% and signs in when connected to wifi

Steve Herrod :

ok, can you go to Applications-->Utilities-->Terminal

Customer:

yep im in

Steve Herrod :

can you type

Steve Herrod :

telnet extst.ibm.com 80

Steve Herrod :

and press enter

Steve Herrod :

you should get a blank screen with flashing cursor

Customer:

i get this

Customer:

"Trying 170.225.31.226...
Connected to extst.ibm.com.
Escape character is '^]'."

Customer:

then the rest of the terminal is blank

Steve Herrod :

ok - so it connects ok

Steve Herrod :

so it sounds like the authentication fails after the initial connection is made

Steve Herrod :

do you know what version of Adium is installed?

Customer:

version 1.5.4

Customer:

latest one i believe

Steve Herrod :

yes, is the latest one

Steve Herrod :

just trying to work out where the issue is as the connection is going through ok

Customer:

ok

Steve Herrod :

just thinking - do you have the Sametime client on the iPad as well?

Steve Herrod :

if so, does that connect ok?

Customer:

nah dont have it on ipad

Steve Herrod :

ok - I am wondering (and this is just a theory at the moment)

Steve Herrod :

but there seems to be something in the final authentication which would update contact list etc not working when connecting via a mobile client

Steve Herrod :

it's possible that the Sametime server is identifying the personal hotspot based traffic as mobile given that is passes through iOS

Steve Herrod :

and unless certain settings are activated on the Sametime server it won't connect

Customer:

okk

Steve Herrod :

I guess the way to confirm this is either to check the Sametime server, or to try the iPad Sametime app and see if that connects ok

Steve Herrod :

if that connected ok, then that would ruin my theory :)

Customer:

hmm ok

Customer:

haha true

Steve Herrod :

client is free and here if that's possible?

Customer:

ok yep one sec let me download it

Steve Herrod :

no problem

Customer:

ok trying to log in now

Customer:

nope

Customer:

"an unexepcted error occured while connecting to the sametime server"

Steve Herrod :

ok - that sounds like it could be related to the Sametime server configuration issue

Customer:

ok

Steve Herrod :

would it be possible to check if certain components have been enabled on the Sametime serveR?

Customer:

yea but not sure how to do that?

Customer:

dont know if i have access to do that?

Steve Herrod :

probably need to be a server admin to access it

Steve Herrod :

but this element has to be deployed

Steve Herrod :

Sametime 8.5.2 IFR 1 Proxy Server

Steve Herrod :

if so, Sametime client on the iPad should connect

Steve Herrod :

and Adium through the personal hotspot would as well

Customer:

hmm

Customer:

ok not sure where i can get a server admin from

Steve Herrod :

who setup/controls the serveR?

Customer:

no idea

Customer:

must be an internal IBM team

Steve Herrod :

probably

Customer:

hmm doubt that i will be able to get a hold of anyone

Customer:

is this the end of the road then?

Steve Herrod :

I think on the Sametime issue it may well be

Steve Herrod :

but still struggling with the e-mail issue when wireless

Customer:

hmm okk

Steve Herrod :

when connected via the iPad

Steve Herrod :

does this web login work?

Customer:

yeah i can get it thru the web interface no worries

Steve Herrod :

ok, it does sound like there is the missing element on the server for the mobile connection

Customer:

perhaps a vpn connection is required ?

Steve Herrod :

that would probably do it as the traffic would then be seen as regular network

Customer:

any suggestions in terms of apps/settings on ipad?

Steve Herrod :

settings would be difficult as would need to know the network setup where the server is

Steve Herrod :

there should be a built-in vpn client on the iPad though

Steve Herrod :

under Settings-->General-->Network-->VPN

Customer:

yeap got it

Customer:

not sure what to do with it though haha?

Steve Herrod :

good point...

Steve Herrod :

there doesn't seem to be any public settings available

Steve Herrod :

may just need to ask someone there if it's possible or not

Customer:

ok pinging someone now

Customer:

brb

Steve Herrod :

ok

Customer:

jsut a thought...if i can log into the web interface...btu not on adium..then isnt it an adium issue?

Steve Herrod :

logically yes, but the authentication is handled differently

Steve Herrod :

if the Sametime client worked on iPad

Steve Herrod :

then it would be an adium issue

Customer:

right


 

Customer:

ok i think i may have found someone who has access to the sametime server...he will be online in 10mins

Steve Herrod :

ok

Customer:

i will ping you once i speak to him...unless you have any other tricks we can try? :)

Steve Herrod :

no, on sametime I have no other tricks :)

Steve Herrod :

he may be able to disprove my theory ;)

Steve Herrod :

prob online for next 15 mins as then have to give daughter feed and call it a night

Customer:

ok cool no worries

Customer:

hopefully you are still online

Customer:

otherwise we shall chat later

Customer:

thanks again

Steve Herrod :

fingers crossed - see when she wakes up

Steve Herrod :

am still working on e-mail issue

Steve Herrod :

have feeling I'm missing something obvious

Customer:

ok

Customer:

ahh okk

Steve Herrod :

that's my curtain call I'm afraid - let me know how it goes

Steve Herrod :

and if you can run a telnet command to the mail server when connected via wireless again

Customer:

ok no worries

Customer:

thanks very much for your help

Steve Herrod :

telnet smtp.emailsrvr.com 25

Steve Herrod :

and let me know what happens

Customer:

hopefully chat to you later in the morning/night

Steve Herrod :

cheers

Customer:

will do

Steve Herrod :

cool

Steve Herrod :

Cheers

Steve Herrod :

Steve

Customer:

just tried doing a telnet when on Wifi connection and this is what i got

Customer:

Trying 173.203.2.64...
telnet: connect to address 173.203.2.64: Connection refused
telnet: Unable to connect to remote host

Steve Herrod :

ok - when on wifi what happens with this command?

Steve Herrod :

telnet 173.203.2.64 25

Customer:

same thing

Customer:

morning

Steve Herrod : Ok - some progress as I can reach that from one wireless connection now
Steve Herrod : just doing some traces
Customer:

ok

Steve Herrod :

do you know the make/model of the wireless router you're using?

Customer:

netgear dgn1000

Steve Herrod :

ok, have access to one of those down the road - going to head there and test a few things

Customer:

ok no worries

Steve Herrod :

cheers

Customer:

any luck?

Steve Herrod :

nothing yet

Steve Herrod :

seems to be connecting ok from this test unit

Customer:

hmm

Steve Herrod :

what broadband provider is it connected to?

Customer:

iprimus

Steve Herrod :

ok - they are blocking port 25

Steve Herrod :

unless the connection is to their smtp server

Customer:

so i need to change the smtp server to theirs?

Steve Herrod :

yes, one second

Customer:

ok

Steve Herrod :

we might just be able to change the port

Steve Herrod :

if you modify it to be port 465

Steve Herrod :

that is also open

Steve Herrod :

and allows e-mail sending

Customer:

ok ill try that

Customer:

one second

Steve Herrod :

no problem

Customer:

nope

Customer:

not working either

Customer:

oh wait..

Customer:

i think i got it to work

Steve Herrod :

ok....

Steve Herrod :

that sounds promising?

Customer:

yess

Customer:

got it work

Customer:

*working

Steve Herrod :

good news :)

Customer:

changed the port to 465 and ussed SSL

Customer:

have you got an email address?

Customer:

i will test your email too

Steve Herrod :

yes, although we're not allowed to use our individual mails here :(

Steve Herrod :

send it [email protected] for my attention

Steve Herrod :

and I'll check it

Customer:

ok

Customer:

sent

Steve Herrod :

ok - checking

Steve Herrod :

any error/bounceback your side?

Customer:

nope

Customer:

went through on my end

Steve Herrod :

waiting for messages to update

Steve Herrod :

ah - all good here

Customer:

fantastic

Steve Herrod :

so that setting will be good on any wifi connection with any provider as 465 isn't blocked

Customer:

ok great

Steve Herrod :

:)

Customer:

thanks very much for your help

Customer:

i guess i cant do much with the sametime issue

Customer:

will just have to deal with it

Steve Herrod :

no problem, you're welcome

Steve Herrod :

unfortunately I think so on the Sametime issue :(

Customer:

thats ok

Customer:

ill work around that

Steve Herrod :

ok

Customer:

once i finish my current project i may not even be working with IBM again haha

Customer:

so it is a termporary thing

Customer:

always need to send emails though! :P

Steve Herrod :

fair enough :)

Steve Herrod :

yep - e-mail is one of those things now

Customer:

haha indeed

Customer:

full rating for you from my end

Customer:

worth the money

Steve Herrod :

thanks - is appreciated :)

Customer:

thanks very much again for all your hellp over the last two days

Customer:

sorry to keep you up so late last night

Customer:

cheers

Steve Herrod :

that's ok - was an interesting issue!

Steve Herrod :

cheers!

Customer:

if you do think of something else about the sametime please email me

Steve Herrod :

yes, I will do

Customer:

but im sure there is nothing that can be done

Customer:

thanks

Steve Herrod :

np

Customer:

cya mate

Steve Herrod :

:)

Steve Herrod and other Mac Specialists are ready to help you

Related Mac Questions