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Common VT Mail Problems

If you are having problems setting up your VT Mail account or checking your e-mail, it may be due to an incorrect setting, multiple profiles, or password problems. Use this page to troubleshoot and correct common problems.

If, after trying these solutions, you still need assistance, contact 4Help by using the Help Request Form (http://4help.vt.edu) or by calling (540) 231-HELP (4357).

Checking & Sending Mail Problems

Check Your POP or SMTP Server Settings

You may be using the wrong POP or SMTP server settings. Ensure that your settings are configured to:

pop.vt.edu for incoming mail
auth.smtp.vt.edu for outgoing mail

Check Your Secure Sockets Layer (SSL) Settings

Incoming Mail

SSL is used for incoming (pop.vt.edu) mail. The port setting should be "995".

Notes:

In Eudora, the port is labeled "Required, Alternate Port".
If you are using IMAP for incoming mail, you will still need to use SSL when checking your e-mail. However, the port number will be different.

Outgoing Mail

SSL is used for sending mail through Virginia Tech. The connection port must also be port 465 and authentication is required. For more detailed instructions, see the instructions for your mail client at VT Mail.

Do Not Use Secure Password Authentication

If your e-mail client offers this option, do NOT place a check "Log on using Secure Password Authentication" check box. The VT Mail system does not support this encryption method.

Instead, we use Secure Socket Layers (SSL). For more information, see Understanding Secure Sockets Layer (SSL). (http://www.computing.vt.edu/email_and_calendaring/vt_mail/ssl.html)

If Your Connection Times Out

Wait a few minutes and try checking or sending e-mail again.

If you are still having problems:

If you are checking e-mail, contact 4Help by using the Help Request Form (http://4help.vt.edu) or by calling (540) 231-HELP (4357).
If you are sending e-mail and are NOT on campus, contact your ISP.

Note: If you are using Eudora, make sure you have increased the Network Buffer size. For instructions, see Increasing the Network Buffer Size in Eudora 6 for Windows. (http://answers.vt.edu/kb/entry/2755/)

Check Your Firewall

If you are running a firewall, such as Zone Labs Integrity 5.1, make sure it is not blocking the servers or ports.

Missing E-mail (non-Exchange) in Outlook

If you are missing VT Mail messages (not Exchange e-mail) in Outlook and you used VTnet to configure software or your Internet connection, VTnet also created a new profile for you in Outlook. This means you may now have two Outlook profiles. Delete the new profile created by VTnet. Refer to Deleting Profiles in Outlook 2002/2003 (http://answers.vt.edu/kb/entry/2847/). Your old mail is still available under the old profile.

Password Problems

Even though the VT Mail server (WebMail) uses your PID for authentication, your PID password cannot contain parentheses or quotation marks when used with that server. To change your password, see Changing Your PID Password (http://answers.vt.edu/kb/entry/258/).

If All Else Fails

If none of the above suggestions resolves your problem, try setting up a new account using the configuration instructions for your e-mail client found on the VT Mail (http://www.computing.vt.edu/email_and_calendaring/vt_mail/) page.

computing.vt.edu