Help needed from f-listy techs
May. 3rd, 2010 08:53 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
selenayTechy geeks on my f-list, help needed!
I do the techy work on a website for some Quakers back in England. This
includes setting up email addresses on the domain when needed. Last week I
was emailed by one of the members because one of the was not downloading
correctly into Outlook Express.
Many emails later (this guy is not techy, although his son apparently works
for an anti-virus company and tried to 'help' before he emailed me, and it
took a long time to find out what is happening beyond "It doesn't work!") we
have established that Outlook connects to the server, tries to download the
emails, and then chokes with a timeout error - the code is apparently
0x800ccc19. He can send emails through that address with no problems.
Googling that code, the only thing that I can find is references to
anti-virus software intefering with the download. The suggested fix is to
turn off email scanning and try to download, then turn scanning back on.
We've tried that, no dice. I can't be sure that he actually managed to
disable email scanning (really not techy, scarily not techy) but I am taking
his word for it.
We have established that I can download the emails from this address and
that he can download the emails from the rest of his addresses on this
domain, so I'm now confident that the issue is not the server. There is a
large email with some photos attached waiting to be downloaded, which I
thought might be the issue. Perhaps his anti-virus was trying to scan it and
causing the time out? So I forwarded it to another of his addresses attached
to the Quaker domain and he was able to download that email without issue.
I'm going to delete that email from the problem address and see whether that
fixes things, but I am not hopeful.
Does anyone have any more suggestions for things that I can try? Technically
this isn't my problem (so I won't be getting paid, grr) but getting this guy
to believe that it's not my problem isn't going to happen. I'm pretty sure
that it's something either in his email set-up (his sone fiddled with many
settings, apparently) or somewhere else in his computer settings, but I am
out of ideas and so is Google.
The only other thing that I can think of is that it is one of the other
emails waiting to be downloaded (none of the others have attachments), but
the only way to check that is to delete all the emails from the address and
he is not going for that option.
Help?
I do the techy work on a website for some Quakers back in England. This
includes setting up email addresses on the domain when needed. Last week I
was emailed by one of the members because one of the was not downloading
correctly into Outlook Express.
Many emails later (this guy is not techy, although his son apparently works
for an anti-virus company and tried to 'help' before he emailed me, and it
took a long time to find out what is happening beyond "It doesn't work!") we
have established that Outlook connects to the server, tries to download the
emails, and then chokes with a timeout error - the code is apparently
0x800ccc19. He can send emails through that address with no problems.
Googling that code, the only thing that I can find is references to
anti-virus software intefering with the download. The suggested fix is to
turn off email scanning and try to download, then turn scanning back on.
We've tried that, no dice. I can't be sure that he actually managed to
disable email scanning (really not techy, scarily not techy) but I am taking
his word for it.
We have established that I can download the emails from this address and
that he can download the emails from the rest of his addresses on this
domain, so I'm now confident that the issue is not the server. There is a
large email with some photos attached waiting to be downloaded, which I
thought might be the issue. Perhaps his anti-virus was trying to scan it and
causing the time out? So I forwarded it to another of his addresses attached
to the Quaker domain and he was able to download that email without issue.
I'm going to delete that email from the problem address and see whether that
fixes things, but I am not hopeful.
Does anyone have any more suggestions for things that I can try? Technically
this isn't my problem (so I won't be getting paid, grr) but getting this guy
to believe that it's not my problem isn't going to happen. I'm pretty sure
that it's something either in his email set-up (his sone fiddled with many
settings, apparently) or somewhere else in his computer settings, but I am
out of ideas and so is Google.
The only other thing that I can think of is that it is one of the other
emails waiting to be downloaded (none of the others have attachments), but
the only way to check that is to delete all the emails from the address and
he is not going for that option.
Help?