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Troubleshooting E-mail Delivery Problems Print this page
This document describes various troubleshooting steps to take in diagnosing sending/receiving problems in OpenBand Email.

Having Problems Sending Email?
I Can't Send Any Email
I Can't Send Email To Some Recipients

Having Problems Receiving Email?
I Can't Receive Any Email
I Receive Only Some of My Email

I Can't Send/Receive Any Email
I Can't Log In To WebMail

Setting Up an E-mail Client
WebMail FAQs
My password is not retained in Outlook ...


I Can't Send Any Email:

Can you login to Webmail?

Authentication errors in email client application indicate a problem with the username and password. If your email client produce authentication errors, verify that you are using the correct credentials. Try to login to WebMail. If you can not login to Webmail, you may need to reset your password. If you forget your password, you can reset it by log in to your OpenBand Online Customer Care Account at: https://support.openband.net and selecting the "E-Mail Settings" link on the left side of your Main Page.

Does the email client produce an error "Your incoming (POP3) e-mail server has reported an internal error..."?

The following error message "Your incoming (POP3) e-mail server has reported an internal error. If you continue to receive this message, contact your server administrator or Internet service provider (ISP). The server responded: - ERR Busy - please try later" can be caused by residing a corrupted email on the server. If your email client produces this error, try to login to WebMail and delete the very last email message (at the bottom of the list). Then restart your client application and try again.

Does the email client produce an error on "smartneighborhood.net / glassmile.net" or a timeout while sending or does the message remain unsent in the outbox?

If email client produces an error on "smartneighborhood.net / glassmile.net" account when sending mail and/or if mail is not leaving outbox, please take a moment to check the following configuration settings in your application:

Basics Detailed Instructions
1. POP3 and SMTP settings. For most generic e-mail configurations the settings for POP3 and SMTP servers are:

FOR  smartneighborhood.net ACCOUNTS:
POP3: mail.smartneighborhood.net
SMTP: mail.smartneighborhood.net

FOR glassmile.net ACCOUNTS:
POP3: pop.glassmile.net
SMTP: smtp.glassmile.net

2. SMTP authentication (should be enabled)

3. Outgoing mail (SMTP) Server Port Number should be set to "25"
Microsoft Outlook
Outlook Express
Eudora
Mac OS X Mail

Disable Firewall / Antivirus software in the system.

If you have set correclty all settings described above, and still having email problems, ensure the ports 110 and 25 are not blocked in your Firewall software settings, or disable the Firewall / Antivirus software completely.

Bypass the routers

Make sure your network connection is working properly. If you have a router, bypass the router and connect computer directly to the wall jack.


Update your email client to the latest version.

If the client is configured correctly and the errors continue, try updating your email client to the latest available version.
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I Can't Send Email To Some Recipients

Does the message bounce?

If you recieve a delivery failure notification, read the email for details about the rejection. Common reasons for rejection include incorrect email address or account mailbox is full. It is also possible that the recipient server has blocklisted your mail domain: @smartneighborhood.net for SmartNeighborhood accounts; and @glassmile.net for GlassMile accounts.

Is the address correct?

An incorrect address in the "To:" field will bounce if the address is invalid or will end up in another user's account if the address is valid but incorrect.
If the address in the "From:" field contains an address with an invalid domain, it will not be delivered. Make sure you are using the correct email address as the "From:" address. If the "From:" address is incorrect, you will not receive any notification of delivery failure.

Try sending mail from a different email account.

If you have access to another email account (e.g. a Hotmail or Yahoo account), try sending mail from the other account. This will help verify that the recipient address is correct and that the recipient email account is capable of receiving mail.

Carbon-copy yourself.

If your client gives no indication of a sending error, but a recipient claims that he or she is not receiving your emails, try placing your own address in the "CC:" field. If you receive the email, and you have verified that the address is correct, this may indicate a problem with the recipient's account setup.
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I Can't Receive Any Email:

Try sending yourself a test message.

If you receive the message, begin troubleshooting mail reception problems from some senders.
If you do not receive the message, continue on to step 2.

Can you login to WebMail?

Authentication errors in email client application indicate a problem with the username and password. If your email client produce authentication errors, verify that you are using the correct credentials. Try to login to WebMail. If you can not login to WebMail, you may need to reset your password. If you forget your password, you can reset it by log in to your OpenBand Online Customer Care Account at: https://support.openband.net and selecting the "E-Mail Settings" link on the left side of your Main Page.

Does the email client produce an error "Your incoming (POP3) e-mail server has reported an internal error..."?

The following error message "Your incoming (POP3) e-mail server has reported an internal error. If you continue to receive this message, contact your server administrator or Internet service provider (ISP). The server responded: - ERR Busy - please try later" can be caused by residing a corrupted email on the server. If your email client produces this error, try to login to WebMail and delete the very last email message (at the bottom of the list). Then restart your client application and try again.

Does the email client produce an error on "smartneighborhood.net / glassmile.net" or a timeout while sending or does the message remain unsent in the outbox?

If email client produces an error on "smartneighborhood.net / glassmile.net" account when sending mail and/or if mail is not leaving outbox, please take a moment to check the following configuration settings in your application:

Basics Detailed Instructions
1. POP3 and SMTP settings. For most generic e-mail configurations the settings for POP3 and SMTP servers are:

FOR  smartneighborhood.net ACCOUNTS:
POP3: mail.smartneighborhood.net
SMTP: mail.smartneighborhood.net

FOR glassmile.net ACCOUNTS:
POP3: pop.glassmile.net
SMTP: smtp.glassmile.net

2. SMTP authentication (should be enabled)

3. Outgoing mail (SMTP) Server Port Number should be set to "25"
Microsoft Outlook
Outlook Express
Eudora
Mac OS X Mail

Disable Firewall / Antivirus software in the system.

If you have set correclty all settings described above, and still having email problems, ensure the ports 110 and 25 are not blocked in your Firewall software settings, or disable the Firewall / Antivirus software completely.

Bypass the routers

Make suer your network connection is working properly. If you have a router, bypass the router and connect computer directly to the wall jack.


Update your email client to the latest version.

If the client is configured correctly and the errors continue, try updating your email client to the latest available version.
Back to Top
 
I Receive Only Some of My Email

Are you using Mail Filters?

If you are using the Mail Filters, review the filters you have created and conditions you have specified. WebMail Mail Filters Options main page displays a table of filters and their conditions you currently have implemented.

Is Spam Filtering enabled?

If you have Spam Filtering enabled and set to the "Deliver Spam to Junk Folder" option, you can review filtered messages in your Junk folder and determine if a wanted message was accidentally identified as junk mail. Sometimes a sender is always sending messages that appear like spam and, if you are using option "No Spam Delivery (Delete all Spam)" option, messages from this sender are deleted as soon as they were detected.

Some email clients may also have built-in Junk Mail filters.

Client-side spam filters are often turned on by default. The client-side filter may or may not filter suspected spam into the "Junk Mail" folder. Look for other similarly-named folders. Use your email client's help menu for help with configuring client-side filters.

Can you receive email from other senders?

If you cannot receive email from one particular person, it may indicate a problem with that person's account setup. They can verify whether or not the message is being sent by placing their own address in the "CC:" field.

Is the sender using the correct address?

An incorrect address in the "To:" field will bounce if the address is invalid or will end up in another user's account if the address is valid but incorrect. If the address in the "From:" field contains an address with an invalid domain, it will not be delivered. Make sure the sender is using the correct email address as the "From:" address.
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I Can't Send/Receive Any Email:

Can you login to Webmail?

Authentication errors in email client application indicate a problem with the username and password. If your email client produce authentication errors, verify that you are using the correct credentials. Try to login to WebMail. If you can not login to Webmail, you may need to reset your password. If you forget your password, you can reset it by log in to your OpenBand Online Customer Care Account at: https://support.openband.net and selecting the "E-Mail Settings" link on the left side of your Main Page.

Does the email client produce an error "Your incoming (POP3) e-mail server has reported an internal error..."?

The following error message "Your incoming (POP3) e-mail server has reported an internal error. If you continue to receive this message, contact your server administrator or Internet service provider (ISP). The server responded: - ERR Busy - please try later" can be caused by residing a corrupted email on the server. If your email client produces this error, try to login to WebMail and delete the very last email message (at the bottom of the list). Then restart your client application and try again.

Does the email client produce an error on "smartneighborhood.net / glassmile.net" or a timeout while sending or does the message remain unsent in the outbox?

If email client produces an error on "smartneighborhood.net / glassmile.net" account when sending mail and/or if mail is not leaving outbox, please take a moment to check the following configuration settings in your application:

Basics Detailed Instructions
1. POP3 and SMTP settings. For most generic e-mail configurations the settings for POP3 and SMTP servers are:
FOR  smartneighborhood.net ACCOUNTS:
POP3: mail.smartneighborhood.net
SMTP: mail.smartneighborhood.net

FOR glassmile.net ACCOUNTS:
POP3: pop.glassmile.net
SMTP: smtp.glassmile.net

2. SMTP authentication (should be enabled)

3. Outgoing mail (SMTP) Server Port Number should be set to "25"
Microsoft Outlook
Outlook Express
Eudora
Mac OS X Mail

Disable Firewall / Antivirus software in the system.

If you have set correclty all settings described above, and still having email problems, ensure the ports 110 and 25 are not blocked in your Firewall software settings, or disable the Firewall / Antivirus software completely.

Bypass the routers

Make suer your network connection is working properly. If you have a router, bypass the router and connect computer directly to the wall jack.


Update your email client to the latest version.

If the client is configured correctly and the errors continue, try updating your email client to the latest available version.
Back to Top
 
I Can't Log In To WebMail

If you can not login to Webmail, you may need to reset your password. If you forget or loose your password, you can reset it from your Online Account by following these steps:
  • Login to your OpenBand Online Customer Care Account at: https://support.openband.net

  • Select the "E-Mail Settings" link on the left side of your Main Page or Preferences Page.

  • In the "Change Email Settings" table, type a new password in the corresponding E-mail field and click the "Update" button

To learn more about WebMail features and benefits, please revew WebMail Frequently Asked Questions page.


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