Troubleshooting

Sierra Wireless Aircard - Can't send email

You're able to browse the web, but can't send email while using your mobile Internet key. To resolve the issue, try the following.

Check that your email account is active

You may not be able to send or receive email because your email service is temporarily unavailable.

  1. You purchased it from a TELUS store.
  2. It says TELUS on the back of the card.

To check whether your SIM card has been activated by TELUS, do one of the following:

  1. Log in to your email account using webmail. If you have a telus.net account, navigate your browser to webmail.telus.net and log in with your email address and password.
  2. Attempt to either send or receive email with the email account in question.
    • If you can send or receive an email, then the problem is not with your email service.
    • If you can’t send or receive an email, there is a problem with your email service. It may be temporarily unavailable. Wait a while and try again.

Check your outgoing server name

Your outgoing (SMTP) server name may need to be corrected in order to send email through the TELUS network. To change this setting in your email client, do the following.

Microsoft Outlook Express

Launch Outlook Express.

NOTE: It is recommended that you delete any unsent email from yourOutbox.

  1. From the taskbar, click Tools.
  2. Click Accounts.
  3. Click the Mail tab.
  4. Select the email account you want to use and click Properties.
  5. Click the Servers tab.
  6. Clear the Outgoing mail (SMTP) field and type smtp.telus.net
  7. Locate the My server requires authentication checkbox and clear it.
  8. Click Apply.
  9. Click the Advanced tab.
  10. Make sure the Server Port Number for Outgoing mail (SMTP) is set to 25. If it isn't, change it.
  11. Clear the checkbox next to This server requires a secure connection (SSL).
  12. Click Apply.
  13. Click OK.
  14. Close and relaunch Outlook Express.
  15. You can send email.

Microsoft Office Outlook 2003

Launch Microsoft Office Outlook.

NOTE: It is recommended that you delete any unsent email from your Outbox.

  1. From the taskbar, click Tools.
  2. Click E-Mail Accounts....
  3. Select View or change existing e-mail accounts and clickNext.
  4. Select the email account you want to use and click Change.
  5. Clear the Outgoing mail (SMTP) field and type smtp.telus.net
  6. Click More Settings ...
  7. Click the Outgoing Server tab.
  8. Locate the My outgoing server (SMTP) requires authentication checkbox and clear it.
  9. Click the Advanced tab.
  10. Make sure the Server Port Number forOutgoing server (SMTP) is set to 25. If it isn't, change it.
  11. Clear the checkbox next to This server requires a secure connection (SSL).
  12. Click OK.
  13. Click Next.
  14. Click Finish.
  15. Close and relaunch Microsoft Office Outlook.
  16. You can send email.

Microsoft Office Outlook 2007

Launch Microsoft Office Outlook.

NOTE: It is recommended that you delete any unsent email from your Outbox.

  1. From the taskbar, click Tools.
  2. Click Account Settings.
  3. Click the E-Mail tab.
  4. Select the email account you want to use and click Change.
  5. Clear the Outgoing mail server (SMTP) field and type smtp.telus.net
  6. Click More Settings ...
  7. Click the Outgoing Server tab.
  8. Locate the My outgoing server (SMTP) requires authentication checkbox and clear it.
  9. Click the Advanced tab.
  10. Make sure the Server Port Number forOutgoing server (SMTP) is set to 25. If it isn't, change it.
  11. Use the following type of encrypted connection should be set to None.
  12. Click OK.
  13. Click Next.
  14. Click Finish.
  15. Close and relaunch Microsoft Office Outlook.
  16. You can send email.

Apple Mail

  1. Launch Apple Mail.
  2. From the taskbar, click Mail.
  3. Click Preferences...
  4. Click the Accounts tab.
  5. From the Accounts pane, select the account you want to use.
  6. Click the Account Information tab.
  7. Locate Outgoing Mail Server (SMTP) and select Edit SMTP Server List from the drop-down menu.
  8. Click +.
  9. Complete the following fields:
  10. Description: Sierra Wireless
  11. Server Name: smtp.telus.net
  12. Click the Advanced tab.
  13. Select Use default ports.
  14. Set Authentication to None.
  15. Click OK.
  16. Clear the Use only this server checkbox.
  17. Select Sierra Wireless from the Outgoing Server (SMTP) list.
  18. Close and relaunch Apple Mail.
  19. You can send email.

Restart your computer

If you have already corrected your outgoing (SMTP) server settings and still can't send email, you may need to restart your computer and test your email again.

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