Troubleshoot Issues During Setup of an Email Program

For Mail Basic and Mail Business

This article lists various causes of problems related to setting up your email programs and the solutions you can use to fix them.

If the automatic setup of your email account in Microsoft Outlook fails, first check whether an Autodiscover record has been created in the DNS settings of your domain. If necessary, create one if no autodiscover record exists for your domain.

For more information, see the following article:

Checking the Autodiscover Settings of Your Domain

When you are asked for the username and password, check that the full email address has been entered as the username in the account settings. Also, make sure that the correct password has been entered. If necessary, you can assign a new password at any time. For more information, see the Changing Your Email Password article.

If you are always asked for the username and password again after entering the correct password, delete the account in your email program and then set it up manually. For more information, click here:

Manually Setting Up Email Accounts in Microsoft Outlook 2019

Manually Setting Up Email Accounts in Microsoft Outlook 2016

Setting Up Email Accounts on Android Devices

Check if your email address is only set up as a forwarding address. A forwarding address is an email address that forwards email but does not have a mailbox function itself. Because the forwarding address performs only a forwarding function but cannot store messages or be used to send messages, forwarding addresses cannot be set up as accounts in an email program.

Check the settings of the email account. Below are the server details you should use:

• Make sure that the Logon using Secure Password Authentication (SPA) option is disabled in the POP and IMAP account settings.

• If sending email fails, check that the Outgoing mail server requires authentication, and the Use same settings as incoming mail server option is enabled in POP and IMAP accountsettings > Othersettings > Outgoing mail server.

• Under POP and IMAP Account Settings >  Other Settings > Advanced, check that the following encrypted connection type is selected for the incoming mail server: SSL

• Under POP and IMAP Account Settings > Other Settings > Advanced, check that the following encrypted connection type is selected for the outgoing mail server: Automatic

• If you receive a server error message when sending email, open Thunderbird's account settings and change the port and SSL settings for the outgoing mail server as follows:

If sending and/or receiving emails fails despite having the correct settings, security software such as a virus scanner or firewall may be the possible cause. Check the settings of the security software and contact the manufacturer of the software if necessary.

Another possible cause is the use of outdated email programs, such as Outlook 2007, which do not meet today's security requirements. If this is the case, switch to an up-to-date email program. A free and proven program is, for example, Mozilla Thunderbird.