Troubleshooting

Troubleshooting Mail Access

Incorrect mail server name

Make sure you have the correct name and URL for your mail server. Ask your mail service provider or system administrator to provide you with the required information in order to access your mailbox.

If you provided the correct credentials but still cannot establish a connection, your mail service provider may have blocked your account or your IP address after a number of unsuccessful attempts. This is usually to protect your account from unauthorized access. You may need to contact your mail service provider or system administrator to unlock your account or remove the IP blocking.

Incorrect user name and/or password

Make sure you enter the same name and password you use to access your mailbox from other internet-based mail clients (Outlook for example). Ask your mail service provider for the format of your login name. It may be a combination of your name with some mail server information.

If you provided the correct credentials but still cannot establish a connection, your mail service provider may have blocked your account or your IP address after a number of unsuccessful attempts. This is usually to protect your account from unauthorized access. You may need to contact your mail service provider or system administrator to unlock your account or remove the IP blocking.

Incorrect URL (Microsoft Exchange or Outlook Web App)

Below is a checklist of recommendations to help you validate that you have the correct Exchange server URL:

1. Ask your network administrator. This is the easiest and fastest way to know your Exchange server URL.
2. Open a web browser and type the Exchange server URL in the address bar, then press Enter. If the URL is correct, you will see either your mail account open up or an authentication window asking you to enter your username and password.
3. If the URL to your inbox contains a different username than the one you use to login, then do the following:
   1. Open a web browser and go to your Outlook Web App.
   2. In the list of folders (left panel) in your Outlook Web App, place your mouse pointer over the Inbox folder.
   3. While your mouse pointer is over the inbox folder, take note of the URL displayed on the status bar of your browser (without the trailing #).
   4. Return to the Settings > Mail Access page of the Virtual Assistant’s Web portal and enter the URL you noted.

Credentials are correct but still can't connect

If you provided the correct credentials but still cannot establish a connection, your mail service provider may have blocked your account or your IP address after a number of unsuccessful attempts. This is usually to protect your account from unauthorized access. You may need to contact your mail service provider or system administrator to unlock your account or remove the IP blocking.

The Virtual Assistant can't read my emails

Symptom: When you ask the Virtual Assistant to read your emails, it says: "You have no mail in your mailbox" or "Your mailbox is not accessible".

Possible causes and fixes:

1. Your email service provider does not allow or support interactive voice access: Check with your {EVATEL} service provider if interactive voice access is available in your area.
2. Interactive voice access is supported but you have not subscribed to this option: Login to the Web Portal and go to Settings > Subscription to add the option of email voice access. See Subscription for details.

The Virtual Assistant can't read some emails

Symptom: The Virtual Assistant reads some but not all email messages.

Possible causes and fixes:

The emails were not in the block downloaded by the Virtual Assistant. By default, the Virtual Assistant downloads emails in batches of 25 messages. The missing emails are probably in the next batch. Check with customer service or your system administrator if you can increase the number of emails downloaded in each batch.

The Virtual Assistant does not send my new voice emails and email replies

Symptom: Contacts do not receive messages that I send or forward to them.

Possible causes and fixes:

The outgoing mail server (SMTP) port (usually 25 or 465) is probably not configured correctly. Contact customer service or your system administrator to report the problem. 

Web and Phone Access

I forgot my PIN