Repeated requests for password
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Repeated requests for password
07-03-2019 4:04 PM
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I use eMClient with two accounts. My main/default account is an outlook.com which is used regularly and which functions correctly.
My plusnet account is the other one which is used only rarely but is giving me the problem of repeatedly (but irregularly) asking me to reset the password as it has been unable to 'connect to the server'.
I have set the plusnet account up in eMClient as per instructions in PlusNet Guides but this is still happening.
Why is this happening and what can I do to correct it?
Regards
Roy
Re: Repeated requests for password
on 07-03-2019 5:28 PM - last edited on 09-03-2019 1:33 PM by Mav
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Hi @daddybear
Thanks for getting in touch.
I'd initially recommend ensuring that the settings within your client are definitely in line with the below:
2018-02-28Username: Account username, or if using an additional mailbox, username+(mailbox name)
2018-02-28Password: Your mailbox password
2018-02-28POP3 Incoming mail server: mail.plus.net
2018-02-28POP3 Incoming mail server port: 110
Or
2018-02-28IMAP server(if IMAP is used): imap.plus.net
2018-02-28IMAP server port: 143
2018-02-28SMTP Outgoing mail server: relay.plus.net
2018-02-28SMTP Outgoing mail server port: 587
2018-02-28SSL: Off for both incoming and outgoing
If your mailbox is set up as IMAP, you could also delete the mailbox from your client and set it up from scratch.
Just out of interest, when it says that it cannot connect to the server and that you should reset your password, before you do so, can you log into Webmail and send an email successfully?
Best wishes
Dave
Moderator's note by Adie (Dvorak) removed stray html tags
Re: Repeated requests for password
07-03-2019 5:30 PM
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EDIT: My apologies for the misplaced HTML tags!
Re: Repeated requests for password
07-03-2019 7:23 PM
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Hello RandallFlagg
Many thanks for your prompt reply.
Most of your suggested settings were already in place except:-
1) SMTP Outgoing mail server port - was 25 and now changed to 587
2) SSLs --- were both enabled - now set to off.
Is it OK not to have the SSLs on ? - I always thought they were needed somehow for security (sorry, I don't know much about computers!)
Initial tests show e-mails OK on both send and receive so just have to wait and see.
I can't follow your suggestion in regard to Webmail as the fault is irregular and so I need to wait until it happens again - if it does!
Will let you know in due course.
Regards
Roy
Re: Repeated requests for password
07-03-2019 8:36 PM
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Hi Roy.
Is it OK not to have the SSLs on ? - I always thought they were needed somehow for security (sorry, I don't know much about computers!)
No worries at all, we don't support SSL for sending or receiving e-mail.
Initial tests show e-mails OK on both send and receive so just have to wait and see.
That's good to see!
I can't follow your suggestion in regard to Webmail as the fault is irregular and so I need to wait until it happens again - if it does!
Will let you know in due course.
No problem, keep us posted.
Re: Repeated requests for password
05-04-2019 10:33 AM
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Just an update on this thread.
The e-mails have been working without problems for about a month now but just a couple of days ago the same error box appeared for no obvious reason in eMClient as shown in the attachment.
I checked three things:-
1) My Plusnet account SSLs were still set to OFF in the eMClient accounts settings.
2) I opened my Plusnet Webmail account and successfully sent an e-mail to my outlook.com address in eMClient.
3) Lastly - I did not re-enter the password into the error box but just clicked OK.
The box went away and has not re-appeared !!
Don't know if all this means anything to you forum members who are much more knowledgeable than me but I thought I would report it to invite opinions and also to inform others who may have experienced similar problems.
Regards
Roy
Re: Repeated requests for password
05-04-2019 12:26 PM
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Hi @daddybear,
I'm sorry to see you've run into this issue. After you clicked "Ok" and the box went away, were you able to continue using the client as usual?
Re: Repeated requests for password
05-04-2019 5:04 PM
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Hello AJ
Thank you for the reply.
Yes, all the e-mails worked fine after the error box disappeared - in fact, I'm really not sure that anything stopped working at all, but I can't prove that.
Still all working fine now - 3 days after box showing.
Regards
Roy
Re: Repeated requests for password
05-04-2019 5:58 PM
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Re: Repeated requests for password
06-04-2019 10:29 AM
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You need to be aware that many email clients are exceedingly bad at reporting errors. ANY connectivity issue is likely to be reported as a PASSWORD failure.
If your set up works most of the time, but not all of the time, then suspect a CONNECTIVITY issues, not a password or email set up issue.
Are these failures occurring when connected over your Plusnet connection or over some other internet connection? If your Plusnet connection, over WiFi or ethernet?
When this happens do you encounter any other connectivity issues?
In this context the suggestion to "test" with Webmail has the limited merit in that it verifies (a) that you know your username and password and (b) nothing has gone wrong with the SMTP service account permissions - both somewhat unlikely.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Repeated requests for password
06-04-2019 12:55 PM
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Hello Townman
Thank you for your reply.
Answers to your points are:-
1) Yes, set up works most of the time.
2) Failures occur with permanent connection over Plusnet with ethernet
3) No other connectivity issues that I am aware of when problem occurs.
Regards
Roy
Re: Repeated requests for password
06-04-2019 6:33 PM
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A couple more questions - which router and what’s the OS on your PC?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Repeated requests for password
07-04-2019 12:49 PM
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Hello Townman
Router is Plusnet Hub Zero (as supplied on beginning contract)
OS is Windows 10 Home 1809
Regards
Roy
Re: Repeated requests for password
07-04-2019 1:21 PM
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Next time it happens, before responding to the prompt, try runing PING to the server identified in the ‘password error’ notification.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Repeated requests for password
07-04-2019 3:28 PM
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Hello Townman
Thank you for your continued interest in my problem.
Sorry, but I am not very computer-literate.
How do I do what you suggest ?
" try runing PING to the server identified in the ‘password error’ notification."
Will be able to comply if you can do a bit of a "talk-through" for me.
Regards
Roy
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