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).

Contents:

• Checking & Sending Mail Problems
  • Check Your POP or SMTP Server Settings
  • Check Your SSL Settings
  • Do Not Use Secure Password Authentication
  • If Your Connection Times Out
  • Check Your Firewall
• Missing E-mail (non-Exchange) in Outlook
• Password Problems
• If All Else Fails

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

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.

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.