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control_error_-_email_authentication_failed [2019/01/27 11:28]
 control_error_-_email_authentication_failed [2019/01/27 11:28] (current)
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 +======  ======
 +
 +
 +
 +===== Error Message =====
 +
 +
 +
 +Error checking email:Authentication failed
 +
 +
 +
 +===== Explanation of Error =====
 +
 +
 +
 +The Customer receives this error when trying to email out of Control.
 +
 +
 +
 +===== Severity =====
 +
 +**Normal**. User is not down but cant email from that machine using internal settings.
 +
 +
 +
 +===== Possible Root Cause(s) =====
 +
 +
 +
 +The customers user name and password information may not be correct. Try using the test email information in place of theirs to make sure this is the case.
 +
 +
 +
 +===== Resolution =====
 +  - Open the 'Setup' menu, system setup and choose email options.
 +  - Write down all existing settings before making any changes. Make sure the user knows the password before deleting or replacing it.
 +  - Go into edit mode and Select 'Internal' under the drop down arrow section.
 +  - Apply the following information: 
 +    * POP (Incoming Mail Server): pop.1and1.com
 +    * SMTP (Outgoing Mail Server): smtp.1and1.com
 +    * SMTP (Outgoing Mail Port): 25
 +    * Username: 
 +    * Password: 
 +  - Run the "Send Test Email" and "Test Check Email" tests after you apply the settings and make sure "Authentication required" is checked.
 +  - Reset the users information to their original setting. **Do not leave the user pointing at the test email system.**
 +
 +
 +
 +===== Version Information =====
 +  * Reported : 7/9/2009
 +
 +
 +
 +===== Related Errors =====
 +