Cannot Send Email - Error

[Lisa]

This is the error I am receiving:
Account: 'RoadRunner email', Server: 'pop-server.austin.rr.com', Protocol:
POP3, Server Response: '-ERR invalid user name or password.', Port: 110,
Secure(SSL): No, Server Error: 0x800CCC90, Error Number: 0x800CCC92

I can still send mail. This began a couple of days ago. I am with Time
Warner Cable. I spent time with them, checking settings and deleting account,
then setting back up. All setting check out fine - they say it is a Microsoft
problem. When I called Microsoft, they informed me that I have to speak to
Toshiba, because "OEM" is part of my serial number, which means the software
was installed by them. Spent time with Toshiba. We did a system restore back
before the latest Windows Update - still no resolution. Toshiba tells me it
is a problem with my ISP.

I have been searching the net, see that many people are having this problem,
but no resolution.

I do not have a virus protection installed. I have disabled Windows Firewall.

I do not know what else to do. Help, PLEASE?!?

Thank you,

 

[Lisa]

I apologize for any confusion ... I CAN send email ... I CANNOT receive it.

 

[PA Bear [MS MVP]]

Assuming those same settings have worked previously...

Disable email scanning by your anti-virus application. It provides no
additional protection, it may be causing the problem, and even Symantec says
it's not necessary:

<QP>
Disabling Email Scanning does not leave you unprotected against viruses that
are distributed as email attachments. Norton AntiVirus Auto-Protect scans
incoming files as they are saved to your hard drive, including email and
email attachments. Email Scanning is just another layer on top of this. To
make sure that Auto-Protect is providing the maximum protection, keep
Auto-Protect enabled and run LiveUpdate regularly to ensure that you have
the most recent virus definitions.
</QP>
http://service1.symantec.com/SUPPORT/nav.nsf/docid/2002111812533106

Why you don't need your anti-virus to scan your email
http://thundercloud.net/infoave/tutorials/email-scanning/index.htm

 

[Lisa]

All settings have worked previously for the past year with no issues. I do
not have an anti-virus program installed. I have the Window Firewall
disabled. I have made no changes to my pc recently.

 

[Gary VanderMolen \(MVP\)]

Most new computers come with a trial version of Norton or McAfee
antivirus. If yours did, not only should that antivirus be uninstalled, but
you must follow up with the specific debris removal utility:
Norton:
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039

McAfee:
http://service.mcafee.com/FAQDocument.aspx?id=TS100507

After that is done, and if the problem continues, delete that account,
restart Windows Mail, then recreate the account. It may have become
corrupted.

It's not a good practice to run without any antivirus. Please download
and install this free one (I use it myself):
http://www.microsoft.com/security_essentials

 

[Lisa]

Hi Gary,

Thank you for the links and the advice. The pc did come with McAfee - and
your link showed it was successful in removing additional files. I have also
downloaded the Microsoft Security you suggested.

However, after the McAfee removal, deleting the email account, closing
Windows Mail, then setting up the account once again - I still get the exact
same problem and error messages. I did all of this before installing the new
Security program.

Do I need to take my pc to a repair shop?

 

[PA Bear [MS MVP]]

I do not have an anti-virus program installed.

Not good...and chances are Microsoft Security Essentials didn't install
properly and isn't working properly either.

Back-up any personal data (none of which should be considered 100%
trustworthy at this point) then do a format & clean install of Windows.
Please note that a Repair Install (AKA in-place upgrade) will NOT fix this!

Help: I Got Hacked. Now What Do I Do?
http://technet.microsoft.com/en-us/library/cc700813.aspx

HOW TO do a clean install of Vista: See the "If you want to reinstall
Windows Vista by performing a clean installation..." section of
http://windows.microsoft.com/en-us/windows-vista/Installing-and-reinstalling-Windows-Vista#section_3

After the clean install, you'll have the equivalent of a "new computer" so
take care of everything on the following page before otherwise connecting
the machine to the internet or a network and before using a USB key that
isn't brand-new or hasn't been freshly formatted:

5 steps to help protect your new computer before you go online
http://www.microsoft.com/protect/computer/advanced/xppc.mspx

Other helpful references include:

HOW TO get a computer running WinXP Gold (no Service Packs) fully patched
(after a clean install)
http://groups.google.com/group/microsoft.public.windowsupdate/msg/3f5afa8ed33e121c

HOW TO get a computer running WinXP SP1(a) or SP2 fully patched (after a
clean install)
http://groups.google.com/group/microsoft.public.windowsxp.general/msg/a066ae41add7dd2b

Also see:

Steps To Help Prevent Spyware
http://www.microsoft.com/security/spyware/prevent.aspx

Steps to Help Prevent Computer Worms
http://www.microsoft.com/security/worms/prevent.aspx

Avoid Rogue Security Software!
http://www.microsoft.com/security/antivirus/rogue.aspx

 

[Gary VanderMolen \(MVP\)]

Hopefully the Microsoft Security Essentials would have caught anything
bad that may have infiltrated your PC while it was running without
protection. I'm at a loss to explain what else could be causing your problem.
Make sure you can log in to webmail with the same username and password:
https://webmail.austin.rr.com

If all else fails, you can try upgrading to Windows Live Mail:

http://download.live.com/wlmail

 

[Lisa]

Microsoft Essentials gave me a clean bill of health.

I spent more time with Toshiba yesterday, then went back to Time Warner.
This time the TW rep took a lot more time and did a thorough check of all my
settings. Finally, she suggested she change my password from her system. She
made the change, then I made the change, then it worked. I changed the
passwords for my other pc and my iphone - now everything is back in sync and
working again. She said maybe my pc was holding a corrupted cookie? I'm not
sure, just happy after what seemed like hours of working on this ... my issue
is resolved.

Thank you very much for all of your help and input!

 

[PA Bear [MS MVP]]

Did MSE even install properly?

Microsoft Essentials gave me a clean bill of health.

I spent more time with Toshiba yesterday, then went back to Time Warner.
This time the TW rep took a lot more time and did a thorough check of all
my
settings. Finally, she suggested she change my password from her system.
She
made the change, then I made the change, then it worked. I changed the
passwords for my other pc and my iphone - now everything is back in sync
and
working again. She said maybe my pc was holding a corrupted cookie? I'm
not
sure, just happy after what seemed like hours of working on this ... my
issue is resolved.

Thank you very much for all of your help and input!

 

[Gary VanderMolen \(MVP\)]

Good to hear your problem was resolved.
It is always good practice to test the mail account password via
webmail before blaming your Windows Mail.

 

[Lisa]

Yes, it appears to have installed properly and is running fine.

 

[Lisa]

My password was working fine using webmail, using my iPhone and from my
husband's pc. The only place it was not working from was this pc. ???

 

[Gary VanderMolen \(MVP\)]

Before, when you deleted the account in Windows Mail, then recreated
it, did you restart Windows Mail in between? Windows Mail tends to
cache account parameters unless you restart it.