Frequently Asked Questions

Troubleshooting Guide: Email and Communication Problems

Common Causes:

  • Email server downtime
  • Incorrect email configuration
  • Spam and phishing attacks

Troubleshooting Steps:

Step 1: Check Internet Connection:

  1. Ensure your device is connected to a stable network.
  2. Restart your router or switch to a different network.
  3. Run a speed test to check for connectivity issues.

Step 2: Verify Email Server Status:

  1. Visit the email service provider’s status page for outage reports.
  2. Contact IT support to check for any internal server issues.
  3. Try accessing your email from a different device or web browser.

Step 3: Confirm Login Credentials and Security Settings:

  1. Double-check your email username and password.
  2. Ensure multi-factor authentication (MFA) settings are correct.
  3. Reset your password if login attempts continue to fail.

Step 4: Check Email Client Configuration:

For Web-Based Email:
  1. Clear browser cache and cookies.
  2. Try accessing your email using a private or incognito window.
  3. Disable browser extensions that might interfere with email loading.
For Desktop/Mobile Clients:
  1. Verify incoming and outgoing server settings (IMAP/POP/SMTP).
  2. Remove and re-add the email account.
  3. Ensure the email client is updated to the latest version.

Step 5: Test Sending and Receiving Emails:

  1. Send a test email to yourself and check if it is received.
  2. Ask a colleague to send you an email and confirm if it arrives.
  3. Check the spam/junk folder for misplaced emails.
  4. Verify that your mailbox is not full.

Step 6: Investigate Email Filtering and Rules:

  1. Check for incorrectly configured email filters or rules that may be diverting messages.
  2. Review the blocked sender list to ensure legitimate contacts are not blocked.
  3. Adjust spam filter settings if legitimate emails are being marked as spam.

Step 7: Ensure Outgoing Emails Are Not Blocked:

  1. Check if your email provider has flagged your account for suspicious activity.
  2. Verify that the outgoing SMTP server settings are correct.
  3. Contact your email provider to ensure your account is not blacklisted.

Step 8: Scan for Security Threats:

  1. Run a full system scan for malware or viruses that may interfere with email communication.
  2. Change your password if you suspect unauthorized access.
  3. Enable two-factor authentication (2FA) for added security.

Step 9: Check for Software or OS Updates:

  1. Update your email client and operating system to the latest versions.
  2. Restart your device after applying updates.


If the problem persists or you would like further assistance, open a support request ticket by clicking here

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 Last updated 01/31/2025 6:29 pm

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