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Send & Receive

Send & Receive problems can be complex to solve, but generally these solutions apply:

  1. If you can receive but not send then you have a bad SMTP configuration
  2. If you can send but not receive you have a bad POP or IMAP configuration
    1. You can try re-entering info.
    2. You can delete account and create a new one.
    3. Using copy/paste can result in an extra space being added. Type carefully.
    4. Check your Keychain for corruption.
  3. Messages won't download due to a corrupt message(s).
  4. One new trick with starting with Entourage 2004 is that you can start it up from default settings - i.e. with Send & Receive All schedule OFF (Manual only) - by holding down the Shift key at startup - like "Extensions Off" when starting up your Mac. That allows Entourage to launch without crashing in situations like this. You could then turn off Preview Pane and peruse the server looking for corrupt message(s).

    1. Use Online Access to view mail on server:
    2. Go to Options on your Account and select Allow Online Access. You will see an icon at the bottom of your folders. Click on this and find the offending message and delete. Be sure that you turn off the "preview" pane when looking at your online message list.

    3. Use your ISP's Webmail to view mail and delete corrupt message(s)
    4. Use a web-based POP retrieval system like Mail2Web to view mail.
  5. Apply all updates.
  6. If you receive error: "the authentication type is not supported by Entourage", try resetting the MTU. See details here.

For more advanced direction on solving send and receive problems, check out the Troubleshooting section. Send & Receive


Comcast Users: Mail to Comcast is rejected and is returned with an error message containing the code BL001.

Comcast filters have determined that email from your mail server has been sent in patterns which are characteristic of spam. In an effort to protect Comcast subscribers, your mail server has been blocked from sending email to the Comcast network. Mail servers are typically shared by many users so it may be the case that another party using your mail server has sent spam, even if you have not.

Visit the Comcast site for additional help.


Tools for Troubleshooting

There are several applications you can use to monitor Internet or network traffic. These applications will report every single bit of data coming in or out of your computer on every single port possible (you can see it as recording everything that goes on every single channel of a radio). This can often point to the problem and enable you to make the necessary changes (e.g. fix password) or discuss your problem with your ISP, if needed. I have often found that just running tcpflow will "cure" the problem, or identity the problem message so I can delete it.

Using TCPflow

Packet Sniffing or Port Trace

Frequently Asked Questions

  1. Send Unicode
  2. Intermittent dial-up connections
  3. Trouble sending mail from remote locations gets "none of the authentication methods are recognized"
  4. An operation on the server timed out. The server may be down, overloaded, or there may be too much net traffic. Mail could not be sent.
  5. Dropped connection using wireless
  6. Can't send via Entourage 2004 - unknown error (1)

1) When sending some messages, I get a prompt asking me if I want to send the message in Unicode format. What is Unicode, what does the message mean, and how can I avoid seeing the prompt each time?

Unicode is a special way of encoding the content of one's message, just like any other character set, but it includes more characters than most. It can be seen as an option under Format -> Character Set, showing it can be used at one's will. However, messages are generally sent using the default character set, which is usually Western European, because some older mail clients cannot display Unicode.

If one's default character set is Western European, messages with standard characters can almost always be sent. However, occasionally messages will come that contain symbols not available in that character set, including the Euro, multiple scripts in one set, and other extraneous characters. If one wishes to reply to a message with that character with quoting turned on (or they want to use the Euro symbol in an outgoing message), the Euro will be sent in the message. Unfortunately, since the Western European character set does not include the Euro, Entourage needs to send it in a character set that is not the default - Unicode! In this case, Entourage is simply asking the user if that is acceptable, since Entourage is sending in a set that is not the default (and as very old mail clients may not be able to handle it at all).

This prompt can be eliminated by:

A. Checking the "Don't show this message again" prompt when you see the message.

B. Eliminating the offending characters in the quoted message (Warning: They may in some cases be in the Subject or From fields).

C. Manually choosing to send the message using the Unicode format prior to sending. This is located in Format -> Character Set -> Unicode (UTF-8).

In summary, Unicode is used if:

  1. You have extended characters in multiple scripts, so a single encoding wouldn't be able to encode it (like Korean and Japanese)
  2. You have a euro in the message
  3. You have some other strange character in the message (there aren't many of these)

2) I had dial-up access and recently switched to a broadband connection. Even though I can browse the web properly, Entourage intermittently still tries to establish a dial-up connection.

If you know you aren't going to be connecting via dial-up at all, delete the configuration entirely. Open System Preferences from the Apple menu or Dock, then open Network preferences. Under "Show", choose "Network Port Configurations". Uncheck/delete the Internal Modem configuration to turn it off. Also, make sure it's at the bottom if it's on the list. You can always re-create it later if needed.

Have you also tried toggling the "Only if connected" option in your Send & Receive All schedule? Go to Tools -> Schedules to check.


4) "An operation on the server timed out. The server may be down, overloaded, or there may be too much net traffic. Mail could not be sent. Account name: "Dot Mac Account"

Most likely the server just timed out. This could be a problematic message causing the error, or it may be that your ISP is blocking TCP traffic on port 25 (the SMTP port). Nevermind the reason for this, just set an alternate port number in the account's advanced sending options. Edit the account and "Click here for advanced sending options". Check the "Override default SMTP port" check box and enter "587" (the SMTP Submit port) as the port number.


5) Dropped connection using wireless

User shared this solution: I have had problems with my internet connection at home for a while. I have the wireless router access point installed on the 1st floor and my computer is on the 2nd floor.

It was really annoying that my internet connection would drop 4-5 times a day. The signal strength often shows "weak."

I did not know what to do until I came across this Wifi Signal Booster

It solved all my network connection problem as soon as I had it installed! Now my signal shows "excellent" most of the time. So if you have a wifi signal/connection problem, this thing is going to solve your problem!

User: Phiweenuehank