eMail Errors

We occasionally find that eMail software on computers, smartphones and other devices report errors when attempting to access eMail.

Typically the error report displayed includes the following (the wording varies depending upon the platform and application concerned):

"Cannot Verify Server Identity"

There are several possible reasons for this but, fortunately, there is a simple work around that is usually effective.

When we configure SSL Certificates for domains we host we automatically include certain 'subdomains' and these include the subdomain used for eMail which is the 'mail.' subdomain. This is why we will have sent you instructions to use mail.yourdomain.com for both the Incoming and Outgoing Mail Server settings.

If you are seeing the error on your screen then we recommend that you take the following steps, starting with:

close your mail client and then reboot the device

if the error persists then:

replace ‘mail.yourdomain.com’ in both the INCOMING MAIL SERVER and the OUTGOING MAIL SERVER (SMTP) with ‘salacia.uksrv.co.uk’ – this ‘forces’ the Mail app calls to the primary domain on the mail server which has its own SSL certificate

if you continue to experience the error then please Contact Us.

WebMail

you click this icon to access your eMails online (you will need your password)

If you have been experiencing disruption to your eMail services recently (since Monday 10th August 2020) it is probable that you need to update or upgrade your eMail software.

The software affected will rely upon these older versions of encryption:

SSLv3
TLS 1.1
TLS 1.0

If you are experiencing disruption please remember that you can still use our WebMail application.

An important task for you

We need you to ensure that you are using the latest version of your email client. That's the most up to date version of Microsoft Outlook, Gmail, Mozilla Thunderbird and so on.

If you don't think you're using the latest version, you need to upgrade your software as promptly as you can.

If you are unable to upgrade due to the age of your equipment then you may consider using a non-secure setup to access your eMails

NB: We do NOT recommend this, PLEASE USE OUR WEBMAIL SERVICE instead!

Go to your eMail account settings on your device and, if your eMail has been working up until recently, the settings should be using 'secure ports' set to:

IMAP port: 993
POP3 port: 995
SMTP: 587 or 465
With "Secure Sockets Layer (SSL): On" and you should be using Password for Authentication method.

If you wish to transfer to using unsecure ports at your own risk change the ports to:
IMAP: 143
POP3: 110
SMTP: 587
With no SSL/TLS selected. Do not select SPA when setting up the mailbox.

Any questions?

If you have any queries about any of this, please don't hesitate to contact us.

Changes to SMTP Ports

As of 1st October 2019, any mail client sending via SMTP through an internetM8 (provided by Heart Internet) mail server should use port 587 instead of ports 25 or 465. Details on how to change this will vary on your mail client, but we've detailed some of these further down this article.

It is also advisable to use STARTTLS for your encryption method (this option is not available or required for users of Apple Operating Systems at this time).

Outlook (Office 97, Office 2000, Office 2013) IMPORTANT: NOT Office 365 - see next item

Select File
Select Account Settings
Select Account Settings from the dropdown
Select your email account from the lists in the Email tab and select Change
Select More Settings
Select Advanced
Change the Outgoing server (SMTP) option to 587
Change the encryption types on both IMAP and SMTP to STARTTLS
Select Ok
Select Next
Once tests have completed select Close and then Finish
You may see a message about Outlook being unable to verify the Security Certificate - you will have an opportunity to install the certificate . (Instructions and the reasons for this are detailed here).

Outlook (Office 365 & Office 2016)

Select File
Select Account Settings
Select Account Settings from the dropdown
Select your email account from the lists in the Email tab and select Repair
Select Advanced Settings
Check the Check Box 'Let me repair my account manually'
Click Repair
Click on 'Outgoing Mail'
Change the Port to 587
Change the encryption types to STARTTLS
Click Next
Click Done
You may see a mesage about Outlook being unable to verify the Security Certificate - you will have an opportunity to install the certificate . (Instructions and the reasons for this are detailed here).

Windows Mail

Start Windows Mail, click the Tools menu at the top of the window and then click Accounts.
Select your account under Mail, and then click on the Properties button.
Go to the Advanced tab, under Outgoing server (SMTP), change port 25 to 587.
Click the OK button to save the changes.

Outlook Express

Start Outlook Express, and then select Accounts from the Tools menu at the top of the window.
Double click on your email account.
Under the Advanced tab, change the Outgoing server (SMTP) port 25 to 587.

Thunderbird

Select Tools
Select Outgoing Server (SMTP)
Select the server for this account then Edit
Change the port to 587
Change the Connection Security option to STARTTLS
Change the Authentication Method option to Normal Password
Enter your full email address as the User Name
Select OK
Select OK

Mac Mail

Select Preferences
Select Accounts
Select the Outgoing Mail Server (SMTP) drop down menu, then Edit SMTP Server List
Select the SMTP server for this account
Change the Port to 587
Select Save

iPhone

Go to Settings
Select Passwords & Accounts
Select your email account
Select the Account
Under OUTGOING MAIL SERVER select SMTP
Select the server
Update the Server Port to use 587
Select Done
Select Account then Done

Android Mail

Open the Email App
Select Settings
Select Account Settings
Select the account you wish to change
Scroll down to More Settings
Select Outgoing Settings
Change the port to 587 and the Security Settings to STARTTLS
Select Done