Troubleshooting

Sony Xperia Z1 - Can't send or receive email

There could be a number of reasons why you can't send or receive email. To resolve the issue, try the following.

Check signal strength

The signal strength may be low.

  1. Make sure you have at least two bars of signal strength with H or 3G in the network indicator.
  2. If you have low signal strength, move to a location with better coverage. Concrete and steel buildings may be hindering reception, especially in elevators and underground locations like basements, subways, and tunnels.

Check coverage maps

Check our network maps to be sure that you're in an area with coverage.

  • Check our coverage maps at Coverage & travelling.

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. From a computer, start your email program.
  2. Attempt to either send or receive email with the email account in question.
    1. If you can send or receive an email, then the problem is not with your email service. Investigate other potential sources of the problem with your phone.
    2. 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 that you have an active data connection

You may not be able to send or receive email because you don't have an active data connection. To check your data connection:

  1. Launch your browser.
  2. Navigate to www.telusmobility.com
    1. If the page displays, you have an active data connection.
    2. If one does not, you may not have an active data connection. Check the following:
      1. From the Home screen, tap Menu.
      2. Tap Settings.
      3. Select Wireless & networks.
      4. Select Mobile networks.
      5. Select Data enabled. A white check mark appears.
  3. Your data connection is turned on.

Check your email settings

From the Home screen, tap Launcher.

  1. Tap Email.
  2. Tap Menu.
  3. Select Account settings.
  4. Select Inbox check frequency.
  5. Select the desired frequency which your smartphone checks for new email.
  6. Select Incoming settings.
  7. Make sure that the following information is correct:
    1. Username
    2. Password
    3. POP3 or IMAP server
    4. Port (IMAP email servers use port 143, POP email servers use port 110).
    5. If you're not sure of these settings, see popular email providers for details.
  8. Tap Next.
  9. Select Outgoing settings.
  10. Make sure that the following information is correct:
    1. SMTP server (If you're using a TELUS data connection, the SMTP server is smtp.telus.net).
    2. Port (typically, this is either 25 or 587).
    3. If you're not sure of these settings, see popular email providers for details.
  11. Tap Next.
    NOTE: If you receive the following error: "Authentication methods are not supported by server.", tap Edit details and clear the Require sign-in check box.
  12. Your email account is set up.
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