Outlook - Missing Send/Receive tab after resetting email account.

Dinarius · 15-02-2019 1:55pm #1

Email accoount Eircom. WiFi is Virgin

I was unable to send email this morning via Outlook (no problem sending via my iPhone) so I have reset my email account settings.

I now have two problems.

1. In the Outlook Home tab, I no longer have Send/Receive over on the extreme right of the Home ribbon, as I used to have. How can I put it back there?

In File/Settings/Customise Ribbon, the Send/Receive is listed under Home, but it's just not visible on the ribbon.

2. I have sent a few test emails to my gmail address and they arrived in my iPhone. But, these test emails are not in Outlook's Sent folder along with all the emails I sent before I reset my account this morning. So, where might they be?

Thanks.

D.

Dinarius · 15-02-2019 2:18pm

I've just noticed that Outlook has created a new set of folders for the reset account.

So, I have Me and Me 1.

Can I rationalize the Me 1 back to Me, so that all new email arrives into the old Inbox and any new Sent email is in the old Sent folder?

This is a nightmare.

Thanks.

D.

smuggler.ie · 16-02-2019 11:12am

1. Make sure Send/Receive box is marked in Customize Ribbon window

2. Define "I have reset my email account settings" - what and where you reset? Where you see duplicated folders?

Dinarius · 17-02-2019 2:18pm

smuggler.ie wrote: »

1. Make sure Send/Receive box is marked in Customize Ribbon window

2. Define "I have reset my email account settings" - what and where you reset? Where you see duplicated folders?

Thanks.

I sorted the problem later.

At the second time of asking, I noticed that there is an option in the new Profile dialogue to choose where Outlook stores its folders. You can browse to the C:Users folder and choose the existing Outlook file. Your new profile is then created using all existing folders.

I still don’t know how the problem arose, except that the first server which emails bounced from (a Dublin Museum) is still bouncing those emails, if I simply click Reply/Send. If I write a new email to the correspondent, it appears to send ok.

So, I don’t think it’s a Virgin or Eircom problem, but an Outlook one.

D.

smuggler.ie · 17-02-2019 5:30pm

If you get "bounce back", your outlook and your mail work OK. Problem most likely lying in incorrect/non existent recipient address, issues on recipient server - check where you send, "no reply" box might be.
Bounce back messages usually informative enough and define reason.

Dinarius · 17-02-2019 5:46pm

smuggler.ie wrote: »

If you get "bounce back", your outlook and your mail work OK. Problem most likely lying in incorrect/non existent recipient address, issues on recipient server - check where you send, "no reply" box might be.
Bounce back messages usually informative enough and define reason.

Thanks.

In this case the email address was definitely correct. I had simply clicked Reply, so it couldn’t have been inputted incorrectly. Anyway, I’ve used those addresses dozens of times.

The bounced back message said that my message contained spam - also not true.

Odd.

D.

smuggler.ie · 17-02-2019 6:37pm

Now here is info!

So, if you reply to message - it bounces back, and if you compile message and send to same recipient address it goes out OK.
This sound to me that original message/subject send to you is considered as spam and filtered by your outgoing server. Bounce back should say what server/service denied delivery.

As test , reply to message, but don't include original text/subject and see if it goes out.

Outlook doesn't allow to "not include" per address - its all or nothing. Either delete content manually or File>>Options>>Mail>>Replies and forwards

Dinarius · 19-02-2019 10:04am

The problem has started again this morning...

1. I tried sending an email from Outlook to my gmail address.

2. It immediately bounces with the same "contains spam" message.

The text body of the email contained nothing except my default sign-off which has been there for years.

So, in Outlook I go to File/Options/Mail/Signatures and turn off Signatures for both New and Replies.

I now start a new email, which has not sign-off signature. I type some text in the body of the email and click Send.

It immediately arrives in my gmail address on my phone.

So, the problem seems to be an Outlook one related to the Signature.

But, why has this problem developed in Outlook (I presume that Outlook is the problem and not something on the Eircom end) after working perfectly for so long?

Thanks.

D.

Dinarius · 19-02-2019 10:51am

Tons on the web about email signatures being read as spam and rendering email undeliverable.

My email signature is a solid black line under which there is my full trading name, website link in HTML and mobile number.

Line, trading name and mobile number are Calibri Light/Black, website is the standard HTML blue.

Mystified!

D.

smuggler.ie · 19-02-2019 11:03am

its not Outlook issue, its content that is filtered as outgoing spam. Either your signature changed recently or outgoing spam filters updated and don't like your signature anymore
Inspect hyperlink

Dinarius · 19-02-2019 12:50pm

smuggler.ie wrote: »

its not Outlook issue, its content that is filtered as outgoing spam. Either your signature changed recently or outgoing spam filters updated and don't like your signature anymore
Inspect hyperlink

Thanks.

I deleted the old Signature and created a new one. Same problem.

I'm not even sure I have an outgoing spam filter, to be honest! I have McAfee installed.

Does Outlook have one inbuilt that might have changed?

Thanks again.

D.

smuggler.ie · 19-02-2019 1:02pm

Outgoing spam filter would be on your outgoing mail server - your message went there, was filtered and server send you bounce back- bounce message should state what it is.

smuggler.ie · 19-02-2019 1:07pm

Also worth scanning you PC for malware and malicious add-ins in Outlook
To see if add-in potentially effecting your outlook - load outlook in safe mode, this disables all of them - send test message.

Dinarius · 19-02-2019 1:31pm

Outgoing mail server is: smtp.upcmail.ie

And this is the typical undelivered message I've receiving:

Your message did not reach some or all of the intended recipients.

Subject: Test 1001
Sent: 19/02/2019 11:57

The following recipient(s) cannot be reached:

'XXXXX.XXXXXXX@gmail.com' on 19/02/2019 11:57
554 5.2.0 SMTP602 Message contains Spam Content ;id=w40MgMwNC5WeQw40MgR89H;sid=w40MgMwNC5WeQ;mta=vie01a-pemc-psmtp-pe11;d=20190219;t=125606[CET];ipsrc=37.228.239.103;

Thanks.

D.

Dinarius · 19-02-2019 1:35pm

Ps. Safe Mode/Test Message was undeliverable too. (with Signature)

D.

smuggler.ie · 19-02-2019 2:58pm

Looks like VM is killing it, see VM Forums
Rise Q with ISP
Remove hyperlink from your signature until it is resolved.

smuggler.ie · 19-02-2019 3:03pm

Try this...

At least one report I've read suggested that a sentence or paragraph which started with a web-address (URL) was rejected, but inserting some leading text allowed it to go through.

Dot in white font color perhaps

Dinarius · 19-02-2019 3:34pm

You're correct.

Signature works perfectly if I remove HTML link, leaving just my trading name and telephone number.

So, this points the finger at Virgin, correct?

Many thanks!

D.

smuggler.ie · 19-02-2019 3:41pm

According VM forums you not alone with this issue.
However, without knowing link you use i cannot exclude that - it might be reported by someone ever as spam and got "blacklisted".
Further more, IP address, where web server hosted could be "blacklisted" too, so multiple variables....

Dinarius · 19-02-2019 3:59pm

Outlook Signature with HTML website link worked perfectly for years up to last week.

The only thing I had ever changed was the font and colour of my trading name. But, even a reversion to big-standard black today didn’t help.

It only works with web address removed.

Will try a fresh copy and paste of my web address later, when I’m back in the office.

Have posted on Virgin forum also.

Many thanks.

D.

Dinarius · 20-02-2019 1:55pm

smuggler.ie wrote: »

According VM forums you not alone with this issue.
However, without knowing link you use i cannot exclude that - it might be reported by someone ever as spam and got "blacklisted".
Further more, IP address, where web server hosted could be "blacklisted" too, so multiple variables....

Ps.

Where on VM forums have you seen mention of a similar problem?

They’re denying one exits with me.

Would be useful to know.

Thanks.

D.

smuggler.ie · 20-02-2019 3:44pm

Link in #16, however, its not on boards

smuggler.ie · 20-02-2019 11:09pm

What i am trying to tell you, you can't blame Virgin directly(not yet anyway), but you can ask them to help to resolve issue.

I see your thread in Virgin forums here on boards and suggestions by Brien.
Back in time there was another BrienF dealt with similar issue https://www.boards.ie/ttfthread/2057490700
in this one, Brien(current) and even yourself had your voice https://www.boards.ie/ttfthread/2057096786/1
there was many more similar i believe - reasons/resolutions could be different.

VM SMTP server seems function OK - you able to send plain text mail

You ready know that hyperlink is preventing you to send mail - link recognized as spam.

Hint i gave you - server (hosting your website) IP could be blacklisted - for privacy you might not like to share it here, but check it, there are online tools.

Dinarius · 21-02-2019 10:41am

Thanks.

Just now, I created an Outlook signature that was www.MYTRADINGNAME.ie typed - i.e. not copied and pasted from website address bar into Outlook. So, it wasn't hyperlinked in the Signature - only typed.

That didn't work either - same spam bounce.

As as experiment, I removed the 'e' from .ie. It worked fine.

I've now reduced it to MYTRADINGNAME.ie (i.e. without the WWW.) and it's also fine.

For the record, my website host is Register365.

Many thanks.

D.

smuggler.ie · 21-02-2019 10:59am

As long it works and satisfactorily reflects "your face" - perfect!

Dinarius · 21-02-2019 11:53am

smuggler.ie wrote: »

As long it works and satisfactorily reflects "your face" - perfect!

I guess so.

I do like the blue hyperlinked web address though.

Also, if I reply to an email (with the new Outlook signature) that is part of a conversation that extends to before the problem started (i.e. that the series of emails contains one with my website address) that bounces too. I have to extract my web address from the other emails, or start a new one.

Annoying whatever has gone wrong with it and a tad underwhelmed by Virgin's lack of suggestions.

Thanks.

D.

Dinarius · 21-02-2019 2:00pm

Hi Smuggler,

I wrote to Register365 asking if they might be part of my problem. Below is the (very considered) reply I received. I don't really feel the need to spend any extra money - though reducing my Google hit rate would be annoying. In any case, they appear to be pointing the finger at Virgin. Some of the response is Dutch to me - a bit technical.

"I'm afraid we aren't responsible for the spam protection policies for Virgin Media however I can determine that the link you're sending isn't encrypted and so this MAY be part of their spam detection policy.

I've ran a test using my own domain to my own Virgin media account using an exchange mailbox and this bounced back to me. This shows me their spam policies are daft and overzealous as my domain and mailbox has an upstanding reputation digitally.

We have tens of thousands of emails coming in and out from our servers to virgin media addresses daily and so we know we don't have an issue on our end.

I would strongly suggest getting an SSL secured site and including the link in your digital signature as https://yourdomain.com as this'll set it as a hyperlink and perhaps bypass virgin media's outrageous spam policies.

You aren't the only person to have reported this. I believe a recent change in their attempts to curb spam into their servers has caused genuine people such as you to be erroneously listed as sending spam.

I have linked below to our SSL prices. I strongly recommend getting one to keep your site in googles good graces & to ensure you're complying with GDPR as if your site has backend access you require one."

D.

smuggler.ie · 21-02-2019 2:47pm

Here you go, with this info you can go back to Virgin and ask them to review what can be done to "whitelist" your domain, however, they might stand their position if your web server has no digi cert.

I know, its costly, but this is for your business well-being and good face - people like to see green "lock" in their browsers. This also insures your website cant be "faked" so your customers will know they connecting to your site, not some bogus place.

Your call anyway.

Dinarius · 21-02-2019 2:50pm

Ps.

Just tried sending an email with the new Signature, but with one Word and one .pdf attachment.

It bounced immediately.

This is turning into a nightmare.

D.

smuggler.ie · 21-02-2019 3:32pm

As your web host was explaining, Virgin mail spam filter might have policies to block digitally unsigned links - this is harsh and i don't even know how much this is legal or not, but this reduces mail users being phished for credentials, etc.

Sorry for this comparison, but look at your message like stranger - some text, word and pdf attachment, link to site that has no digital signature - 100% junk mail/phishing scam

Imagine you receive mail from "your bank" that states you need to do some action on your bank account and there is link provided - looks innocent enough to some people and link to YOURBANK.LALA resembles your bank name and interface looks same as yesterday. Without back thoughts you click on it and enter your credentials at prompt - boom, your account is emptied. What you should check before credentials - is there green "lock" - digital certificate , ensuring that you connecting to your bank website and not some cyber thief's server.

Anyway, go back to Virgin and ask for review/explanation/resolution

Dinarius · 21-02-2019 4:01pm

Just spent half an hour on the phone to Virgin.

No joy. Went through everything. They ended up by saying that I should speak to Eircom about "capacity".

I've been sending attachments by email for years - all invoices and statements, for example, are Word document attachments.

I've had no problem up until this last week.

Is there another desktop email client (preferably free) that I could set up email on to see if Outlook is the problem?

Register365 seem to think it's Virgin. Virgin patently do not.

If something (the Virgin server?) is suddenly viewing my email as spam, what can I do about it? On the phone, Virgin had me checking things on Spamhaus.org. All clear there.

I presume I can't use Eircom as my outgoing, being a Virgin customer? (All email via my iPhone is working perfectly.)

Thanks.

D.

ED E · 21-02-2019 4:05pm

Dinarius wrote: »

I presume I can't use Eircom as my outgoing, being a Virgin customer? (All email via my iPhone is working perfectly.)

You cannot, but you can use Google.

And you should, VM have cocked up their SMTP server before and left SMEs twiddling their thumbs. No reason not to send via Googz with five nines uptime.

smuggler.ie · 21-02-2019 4:06pm

Re "Eircom "capacity" - they are talking about mail provider applying limit how many messages you can send per day/month. i don't know quotes there - check with Eir, but to me makes no sense - mail without signature are going out and they count same as with signature from Eir prospective

Dinarius · 21-02-2019 5:57pm

ED E wrote: »

You cannot, but you can use Google.

And you should, VM have cocked up their SMTP server before and left SMEs twiddling their thumbs. No reason not to send via Googz with five nines uptime.

Just to be clear........

Are you saying that I can use Google as my outgoing and retain Eircom as my incoming and (most importantly) keep my email address?

If so, what do I do?

Thanks!

D.

Dinarius · 21-02-2019 5:59pm

smuggler.ie wrote: »

Re "Eircom "capacity" - they are talking about mail provider applying limit how many messages you can send per day/month. i don't know quotes there - check with Eir, but to me makes no sense - mail without signature are going out and they count same as with signature from Eir prospective

On a busy day, I send 5 emails.

Seriously.

But, being able to send attachments is vital.

Right now I can't even add a Dropbox link to the body of a text. (I'm a photographer.)

Virgin have been poor in all of this.

Thanks again.

D.

smuggler.ie · 21-02-2019 6:13pm

This where ED E's suggestion grows into even bigger value.
Your reason to keep eir's mailbox? People know you by this address so on so so...
Well, keep it but set forwarding to your new Gmail or outlook/hotmail account.
Any message send to your eir box will be automagicaly delivered to your new account(providing there no faults on eir side). You can reply from new account that way allowing customers to know your new address.
It will take time , but eventually you will fade away from eir.
And no hassle with outgoing messages (unless there is some seriously wrong with your signature )

You can export data file from outlook now and import ALL messages you ever had in eir box to be available on new one

Dinarius · 21-02-2019 6:19pm

Smuggler,

Thanks.

That's a tad beyond me.

And there's always the slim chance that Virgin Media will solve the problem.

Though, given the lack of activity on my Virgin Media Ireland thread, I don't think there are too many in a similar predicament to me. So, it half makes me wonder that I'm the problem, somehow.

I presume that switching BB provider would allow me to use a more reliable outgoing server also?

I'm a sole trader. Been using this email address for over 20 years. Messing with it in any way could be costly.

Thanks.

D.

smuggler.ie · 21-02-2019 6:24pm

Forwarding rule is just as you would do "forward" from your outlook, just happens without your intervention.

I believe someone will confirm there is option to keep original message in Eir.

smuggler.ie · 21-02-2019 7:34pm

Here is something you might like to read
For Gmail
https://www.redstampmail.com/resources/configuring-gmail-to-pull-mail/eircom.net/
For Outlook.com
https://support.office.com/en-us/article/add-your-other-email-accounts-to-outlook-com-c5224df4-5885-4e79-91ba-523aa743f0ba

Dinarius · 21-02-2019 8:34pm

smuggler.ie wrote: »

Here is something you might like to read
For Gmail
https://www.redstampmail.com/resources/configuring-gmail-to-pull-mail/eircom.net/
For Outlook.com
https://support.office.com/en-us/article/add-your-other-email-accounts-to-outlook-com-c5224df4-5885-4e79-91ba-523aa743f0ba

Thanks.

I've just spent the last hour with a very helpful guy in Virgin Support.

I setup a Virgin email account in Outlook.

It ran like a train. I could attach as much as I like to the emails.

So, the problem might not be with Virgin, but with Eircom.

My BB, Outlook and Virgin email combination works perfectly.

Will contact Eircom again tomorrow.

D.

Dinarius · 22-02-2019 4:03pm

I had forgotten that I was entitled to download Office 365 2016.

So, I uninstalled 2010 and installed 2016 - much nicer!

Anyway, attachments are working again - hyperlinked Signature isn't, but I don't care about that.

Here's the weird thing...

All my problems have been on this Windows 64 laptop.

I also have Office on a Macbook.

The Outgoing setting for Outlook on the this Windows laptop is smtp.upcmail.ie

The Outgoing and Incoming on the Mac are both Eircom. I've no idea why, but it seems to work.

On the Mac they're webmail.eircom.net (Port 993) and mail1.eircom.net (Port 587)

The only difference between the two setups is that the Mac is using WiFi, the Windows machine is connected directly to the modem.

Go figure.

D.

smuggler.ie · 22-02-2019 7:59pm

Are you able to send mail from Mac with these settings while Mac connected to your Virgin Wi-Fi?
With or without link in the signature.

Dinarius · 23-02-2019 10:29am

smuggler.ie wrote: »

Are you able to send mail from Mac with these settings while Mac connected to your Virgin Wi-Fi?
With or without link in the signature.

Having checked email on the Windows machine just now - all downloaded fine - I booted up the Mac.

All downloaded fine on that too. But, then, that was using Eircom as incoming which I've never had a problem with.

I rechecked the settings and they are Eircom both ways. But, I can't send an email. So, if I want to use that machine for email, which I almost never will, I'll have to change them to VM for outgoing.

The one good thing to come out of hours of messing is I now have Office 2016 on this machine. I would never have bothered otherwise. But, 2016 is much slicker than 2010 - especially Word.

The hyperlink thing is still a mystery and a bit annoying, but I can live with it.

Thanks again.

D.

smuggler.ie · 23-02-2019 1:52pm

Dinarius wrote: »

But, I can't send an email. So, if I want to use that machine for email, which I almost never will, I'll have to change them to VM for outgoing.

Hence my surprise and question...

smuggler.ie wrote: »

Are you able to send mail from Mac with these settings while Mac connected to your Virgin Wi-Fi?

...after your statement.

Dinarius wrote: »

The Outgoing and Incoming on the Mac are both Eircom. I've no idea why, but it seems to work.

Dinarius · 25-02-2019 9:17am

More problems!

Yesterday, Outlook wouldn't work on the new computer. It wouldn't accept the settings - same as the other computer. So, I gave up. I don't really need it working there anyway.

But, just now, the main email computer won't send email - receiving is no problem.

I go into Settings and see that Outgoing has changed to the eircom.net setting. Very odd. Something to do with me trying to setup the other computer with Outlook?

Anyway, I change Outgoing to smtp.upcmail.ie and it runs the test and tells me it's repaired.

I close the dialog and click Send/Receive, but the email remains in Drafts.

I open the Settings dialog again and Outgoing has changed back to eircom.net.

WTF?

Thanks.

D.

smuggler.ie · 25-02-2019 10:33pm

You adding more and more variables each time and i am getting confused whats and where.

For all that matters work on one computer.
It doesn't matter if you have added same mail account to multiple PC's. Depend on what setting you apply one might not work, however, it will not prevent other, with correct setting to work.

DO THIS NO.1 before you do anything else - better be on safe side.
To prevent possible data(your historical mail) loss, ensure you have backup(export PST from outlook) .

If you have 2016 installed, did you uninstalled 2010?

Proceed one step at the time. Test after each.
Be aware that outgoing with signature might not work due to potential outgoing server spam policy - test plain text for now.

You might try repair Outlook.
You might try to create new profile in outlook and load eir mail box per new. Do not touch original profile for now.

Dinarius · 26-02-2019 10:25am

Smuggler,

Thanks.

All .pst files are on the computer and safe.

A friend said that my emails to him had been going straight to spam, until I removed my URL from the signature.

As an experiment, I tried sending him an email from my iPhone (so, no Outlook and no Virgin involved - all Eircom) with my full URL in the body of the text.

The email wouldn’t send at all.

I tried various emails with various other URLs, e.g. www.google.ie, www.amazon.com etc. They sent no problem.

The emails were sent using 3G, not Virgin WiFi.

It’s starting to look like an Eircom problem.

I’ve just been on to them. I explained that I could include any URL in an email except my own. Their reply was, remove the www from yours. They wouldn’t tell me why my URL was a problem!

Thanks.

D.

smuggler.ie · 26-02-2019 11:11am

Dinarius wrote: »

I’ve just been on to them. I explained that I could include any URL in an email except my own. Their reply was, remove the www from yours. They wouldn’t tell me why my URL was a problem!

Did that helped?

Dinarius · 26-02-2019 11:20am

smuggler.ie wrote: »

Did that helped?

Yes.

Just like with Outlook, if I change the URL in any way, I can send the email.

But, it still doesn’t explain why my URL, and ONLY my URL, is preventing emails from sending via Eircom, but not if it’s included in emails with any other email address.

Very strange.

D.

Dinarius · 26-02-2019 2:04pm

Just sent an email, with my URL in the body of the text, from a college email address to my gmail address. Absolutely no problem.

Then I discovered lots of emails which I had sent from my gmail address (which contains the URL) to my Eircom address, in the Eircom spam folder.

This is definitely an Eircom issue.

Why is my URL not getting through their spam filter, when every other URL is?

Could it be something I’ve changed in Eircom mail settings?

D.

Outlook - Missing Send/Receive tab after resetting email account.

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