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tgc327
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51 Messages

Sunday, August 19th, 2018 9:03 PM

Imcoming eMail Server Doesn't Recognize username

For the last week or so the incoming email server will, on occasion, not recognize my username/password.  The  outgoing email server is fine, as I can send mail.  This happens when the account is set up either as IMAP or POP. The inbound and outbound server names are correct for the type of account, and the same username/password is used for incoming and outgoing mail servers, of course.  Later in the day or the next day things work fine again.  When this happens it happens on the 3 devices I normally use.  They are an iPhone 8 set up as POP, an older Windows 10 laptop set up as IMAP and using Windows Live Mail as the mail client, and a brand-new Win 10 laptop set up as POP and using Outlook 2016 as the mail client. Yes, I can go to ATT.net and log in to read my mail, that works ok, but I hate reading my mail that way.  My wife's email account doesn't have this problem, and sends/receives fine on all 3 devices when my incoming mail server won't connect.  Except for her username/password her account is using the same server settings as mine.  

I've tried everything I can think of, including spending more than 3 hours on the phone with ATT tech support.  Does anyone have ANY idea what the problem might be?

Accepted Solution

Official Solution

_xyzzy_

Expert

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15K Messages

4 years ago

  1. Log into your profile with the desired account (email address) and password.  You can get to your profile logging on to myAT&T, clicking your name in the top (toward the right) in the toolbar to show a drop down menu and clicking View Profile.  Alternatively try this link to log into the account to directly get you to your profile.
  2. Once in your profile you see a bunch of rectangular panels, one of which has the title Sign-in Info.  Click Sign-in Info.  That will take you to a page that says Sign-in information at the top.
  3. The Sign-in information page also has a bunch of rectangular panels.  One of them says Secure mail key.  Underneath are the words Manage secure mail key.  Click Manage secure mail key.
  4. You are now on the page to create a secure mail key.  I assume you can figure it out from here.Man Frustrated
_xyzzy_

Expert

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15K Messages

4 years ago

...and the same username/password is used for incoming and outgoing mail servers

Try using a secure mail key in place of the password in your email clients.  Read this for more details.

 

My requisite question, do you have a legacy email account (sbcglobal.net, etc.)?  If so, and the secure mail key doesn't fix the problem (or the problem reappears) then call the Digital Assistance Center (877-267-2988).

tgc327

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51 Messages

4 years ago

Thanks, I’d thought of that earlier, but was unable to create a secure mail key. I’d followed the directions in the link you gave but they led to a dead end, and the AT&T techs I talked to last week were unable to help there as well. FWIW, my inbound mail, which has been down most of the day yesterday, is working now. Funny part is, outbound mail has no problems.
_xyzzy_

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15K Messages

4 years ago

The instructions for creating a secure mail key are here.  They are pretty straight-forward instructions.  Out of curiosity what kind of "dead end" did you encounter? 

tgc327

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51 Messages

4 years ago

Step 1, I log into my account. Step 2 "Select the email account … " but no email account is there on my Profile screen, and there's no link leading to a security key anywhere on the page.  I have U-Verse and have linked my accounts, so I'm guessing that's the problem there.  I've used AT&T for Internet service for 18 years and one thing that I've noticed is that they're not great in keeping their on-line documentation current.  However, I do find a link to change my AT&T user name, which is something the 2nd tier tech support guy said I couldn't do.  BTW, I've used computers for both scientific research and as a personal hobby for over 50 (!) years, and there's very few computer-related problems that I can't solve.  This one (the inbound mail problem) has me stumped.

tgc327

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51 Messages

4 years ago

Thanks.  Next time I have the problem I'll give it a try.

tgc327

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51 Messages

4 years ago

The problem seemed to fix itself, and my email worked fine with Outlook 2016 -- until this morning.  Again I couldn't connect to my AT&T incoming mail account.  I created a secure mail key and darn if it didn't work!  Mail came through fine.  Added the mail key to my iPhone 8 mail app and it also started working again. Hoping it will keep working!

 

Many thanks __xyzzy__ for your help.  I'd suggested trying a secure mail key to the 2nd-level AT&T tech support guy but he didn't think it would help, so I  didn't spend a lot of time trying to find where to set one up when the AT&T instructions led nowhere.    Again, thanks!

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