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Shortm
Aspiring Contributor
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Message 1 of 42

Unable to send email from Outlook app

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I am using the Outlook app on a Samsung phone.  

2 days ago I suddenly stopped being able to send emails and get the message below. 

I have entered the SMTP and IMAP details correctly but it still won't send.  

I can receive emails.  I can send & receive on my work email account using the Outlook app.  I can send & receive the bt emails using the Samsung mail app.

I have deleted the app and reinstalled it.  I have cleared cache and data. 

Has anyone else encountered this and found a solution ? 

 

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zanuck
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Message 2 of 42

Re: Unable to send email from Outlook app

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Hi

I was about to post exactly the same question; I've prepared a draft text, so might as well include it here and hope that someone has a solution. It's good (???) to know I'm not alone.

For email, I use Microsoft Outlook (from Microsoft Office, not outlook.com) email on my Samsung S10 phone and on my laptop.

About a week ago on my phone only, I started getting messages along the lines of “you need to login to your email account” when I went to read or send emails on my phone. This was a pain, but I went along with it or else I couldn’t use email.

Yesterday afternoon 22 April 2021, when I created a new email on my phone, it wouldn’t send, stayed in my outbox and again I would receive error messages telling me to log in.

I entered my password into the incoming and outgoing IMAP Email Servers, (mail.btinternet.com); the ports default to 993 incoming and 993 outgoing – I had a feeling that the outgoing was not correct, that it should be 465. But again got error messages – which I now can’t remember.

I manually changed the outgoing port to 465 and repeated the procedure above, but still couldn’t send emails from my phone – no problem doing so on my laptop.

 

Working on the theory that it was another case of BT doing something, I decided to leave it overnight.

 

This morning I clicked on the email icon on my phone and was again asked to login.

 

After several attempts, I decided to delete the email account from the phone and to recreate it using Add Account.

I typed my email address, password, display name, checked in the Advanced Settings, the incoming server is on port 993, outgoing on 465.

Both server names are mai;btinternet.com, both IMAP usernames show my email address; I’ve tried entering my IMAP password into both the incoming and outgoing servers  and when I click on the tick so show that everything is entered, I get this error message almost immediately:

 

Log-in Error

“The connection to your email server timed out. Please check your email settings”

 

So hardly time for a timeout to have occurred.

I’ve also tried not using advanced settings at all with exactly the same results as described above.

My wife’s email account on her iPhone 10 is working fine and her settings are identical to those described above on my Samsung phone.

Anyone else experienced this and got any suggestions on how to proceed?

Many thanks.

 

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Shortm
Aspiring Contributor
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Message 3 of 42

Re: Unable to send email from Outlook app

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This is exactly the same as my issue - with the 993 / 465 too. 

I also feel slightly better I am not alone.  

Hopefully someone can help us.   

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stevebrass
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Message 4 of 42

Re: Unable to send email from Outlook app

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Try NOTE the SSL encryption bit.

SMTP settings
Outgoing Mail Server: mail.btinternet.com

Port: 465 (this may not be automatically populated on selecting SSL, so you'll need to check)

SSL Encryption: Enabled (but not STARTTLS)

Authentication: PLAIN

Username: your email address including the @btinternet or @btopenworld.com part

Password: your btinternet or btopenworld password
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zanuck
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Message 5 of 42

Re: Unable to send email from Outlook app

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Hi @stevebrass  thanks for your reply,  ports and email addresses are all ok and in line with your suggestion, the one thing that I can't find when entering those details is the SSL Encryption - the option just doesn't seem to be there with the MS Office Outlook app / in combination with my Samsung S10.

The other two people that are having the same problem are using Samsungs, but haven't said which model. 

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Shortm
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Message 6 of 42

Re: Unable to send email from Outlook app

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Mine is Samsung A71 and also doesn't give option to enter the SSL encryption details
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stevebrass
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Message 7 of 42

Re: Unable to send email from Outlook app

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Try port 587 for the SMTP
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zanuck
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Message 8 of 42

Re: Unable to send email from Outlook app

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@stevebrass  Thanks, but same result as before.

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zanuck
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Message 9 of 42

Re: Unable to send email from Outlook app

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@Shortm  @stevebrass 

Hello both, I thought I'd try another tack, and uninstalled and then reinstalled Outlook.

All incoming emails were there on my phone, but when trying to send an email, I got the same error as Shortm showed in his first post.

 

I went to Advanced Settings and found that IMAP incoming and SMTP outgoing ports were set to 993.

I changed SMTP to 465 and got an error message  "Log-in error Unable to add account, server address is not valid".

After I moved away from Advanced Settings, I got another error message "Outgoing Server Error  There was an issue connecting to my email name@btinternet.com. Please update the server configuration to continue connecting to this account", with the option to cancel or update.  

Clicking update it went straight to the SMTP outgoing server where it shows mail.btinternet.com but the port was set to 993, I changed it to 465, entered my IMAP and SMTP passwords again, clicked the tick and got an error message: "Log-in error Unable to add account, server address is not valid".

 

Are there really just two of us having this problem?

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stevebrass
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Message 10 of 42

Re: Unable to send email from Outlook app

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Hello

I installed the outlook App on my iPad and it works perfectly I'm afraid. So it seems to be something between Android and BT Mail.

A workaround would be to use another SMTP - for example gmail if you have a google account.

 

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