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What do I do if I can't send or receive email?

If you're unable to send or receive email, you need to make sure that you have set up your email client (the program used to send and receive email) correctly, and also that your anti virus or firewall program isn't blocking it's access to the internet. It's also a good idea to try and log on to your Orcon email directly at https://www.orcon.net.nz/site/weblogin. If you're unable to login there then there may be an issue on our end (one that we should already know about and be trying to fix!).

CHECK YOUR ACCOUNT SETTINGS:

To check that your email client has been correctly set up, you need to open your email client, and open the account settingsdialogue box.

To open the account settings dialogue box:

Microsoft Outlook 2003: Click Tools, then Email Accounts. In this box select View or change existing e-mail accounts and click Next. Select your Orcon email account, and click Change.
Microsoft Outlook 2007: Click Tools, then Account Settings. Select your Orcon email account, and click Change.


This is the screen you should see for Outlook 2003/2007

Microsoft Outlook 2010: Click File, then Info. Select your Orcon email account, press the Account Settings button, and select Account settings. In the Account Settings box, click on your email address and then click on Change.
Microsoft Outlook 2013: Click File, then click Account Settings and Account Settings again. This will take you to the Account Settings window, click your email address and then click Change.


This is the screen you should see for Outlook 2010/2013


Mac Mail: Click Mail, then Preferences. Select the Accounts tab and click your Orcon email account and select Server Settings.


This is the screen you should see for Macmail
 

Now that you can see your email settings, check that they match the following:

Your Name/Full Name: This is the name that appears on your outgoing email. Usually this is your first and last names.
Username: Your username, which is your email address without the '@orcon.net.nz' part. (e.g. username@orcon.net.nz)
Password: Your Orcon password, which is the same as your My Orcon account password. If you've recently changed your Orcon password or web mail password, you need to update it here as well.
Email Address: your full email address - (e.g. username@orcon.net.nz)

Server Information/Account Type - You'll be using either POP or IMAP servers for your email account, and should match the below:

Account Type: POP3 or IMAP
Incoming Mail Server: mail.orcon.net.nz
Outgoing Mail Server: mail.orcon.net.nz

If your email client requires more details, such as port numbers, you can view them here

If you need instructions for setting your email account up from scratch, they're available here

CHECK YOUR ANTI-VIRUS OR FIREWALL SETTINGS:

If your email account details are correct but you're still unable to send or receive emails, it may be that your firewall or anti virus is blocking your email client from accessing the internet.

To find out, you need to open your anti virus and/or firewall, and see where the list of blocked programs are. This varies from program to program, so the best way to check will be the program's help guide, or the manufacturer's website.

If you've checked both these things and you're still unable to send or receive email, please contact us at https://www.orcon.net.nz/request_support.

Please note: we know there are many programs that you might be using - we’ve put together this guide to help with a few of them, but as you’ll appreciate we don’t have knowledge of all the programs out there, so won’t be able to help in every case. If you are having any issues with your program please refer to the manufacturer.