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Microsoft Outlook 2013 Cannot send or receive email

Posted on 2014-03-04
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I have a client who has a near new Windows 7 Computer and Microsoft Office 2013 Home and Business.

Last week the Outlook 2013 stopped sending and receiving mail for some reason.

We have checked the Norton 360 Firewall
We have uninstalled and reinstalled Office 2013.
We have downloaded the backup version of Office 2013 from the Microsoft Website
We have created a new profile and tried to send/receive mail.
We have done a Quick repair and Online Repair in Office set-up.

Every time the email client seems to just time out with the following error:


Task 'email account name' Receiving' reported error (0x8004210A) : 'The operation timed out waiting for a response from the receiving (POP) server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'


The CD that came with the license installs version 15.0.4433.1508
We cannot get it to update Office 2013 with that installed.

After installing from the Microsoft Backup site it installs version 15.0.4569.1507.  The "update now" option now comes up.

We can set-up the email in Windows live Mail on the same computer with the same details and it works perfectly.  

But we cannot get it to send/receive in Outlook 2013.
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Question by:mbelletty
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5 Comments
 
LVL 97

Expert Comment

by:Experienced Member
ID: 39903038
Check in Outlook in the Account Setup in the first (Main) screen of the account setup that the incoming POP and outgoing STMP addresses are correct.

Then go to More Settings, Advanced, and see if the ports need to be changed to 995 / SSL for incoming and 465 or 587 SSL or TLS for outgoing. The ISP will have these values.

Still in More Settings, check the Outgoing Server that it is properly authenticated if it needs to be.

I had exactly the same error at a client yesterday with Windows 7 Outlook 2010 and it was Port number settings. I fixed them, and mail started flowing again. The ISP must have changed the settings.
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Author Comment

by:mbelletty
ID: 39903066
I have checked the incoming and outgoing mail server settings multiple times.  I have mimicked what they are in WLM into Outlook 2013.  WLM works fine, Outlook 2013 will not work.

I have chekced port numbers and tried both combinations.
The ISP is Bigpond Australia
Tried 110 and 25 with mail.bigpond.com for both
tried 995 and 587  with pop3.live.com and smtp.live.com

Neither seem to work.

The first option worked fine in WLM.
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Author Comment

by:mbelletty
ID: 39903067
I have also uninstalled Norton 360 premier now to totally take that out of the equation and still no change.
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Author Comment

by:mbelletty
ID: 39903093
I have just created a new user account on the computer and guess what ...... Outlook 2013 worked.

So it is obviously something in that user account.

Can anyone point me in the direction of what it could be??
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LVL 97

Accepted Solution

by:
Experienced Member earned 1500 total points
ID: 39903500
First, Live Mail may be able to survive with somewhat different settings.

Second, on "old account does not work", "new account does work", it is reasonable that the account could have been corrupted which would explain that. Bad accounts have occurred before.

Delete the old account and use the new account. Point the new account to the existing mail file.

Another thing you can do (probably not necessary at this point), is to back up the mail file and delete the Outlook mail profile. Then remake the profile and account.
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