troubleshooting Question

AT&T Email Login Failure

Avatar of Barnett Computers
Barnett ComputersFlag for United States of America asked on
Chat / IMSoftwareWindows 10Windows Live MailThunderbird
3 Comments1 Solution110 ViewsLast Modified:
We have a customer that has been using Windows Live Mail on a Windows 7 computer.  Last week, he started getting a prompt to re-enter his password for the incoming server but was not able to get the service to accept the password.  We reset the password and verified the account and password by logging in the AT&T web mail.  

Account information:
The email is a address
Incoming server:   SSL 995
Outbound server:   SSL 465

Software tested:
Windows Live Mail
Outlook 2010
Outlook 2016

All software programs give an error message to check the username and/or password.  We have tried creating an account on two different Windows 10 computers on different networks and get the same error message.  Also tried setting the account as IMAP but with similar error message.

The customer indicates this email account is working on his phone although we are not sure which app is being used.  Could this be something to check?  He said he was receiving messages on both phone and computer before last week.   He updated the password on the phone when it was reset.  

Question:  Are we looking at a possible AT&T issue with the email account and password?  If so, what questions do we need to ask AT&T or check in his profile?  

Any suggestions will be appreciated.
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