Windows Mobile 6.1 SMTP issues
18/09/08 10:37:37 am by Matt - 718 words
Categories: News |
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Do you have a Windows Mobile 6.1 powered device and use either POP3 or IMAP4 with SMTP? Have you encountered problems sending email or seen the error message below?
If the answer to either of the questions above is yes then read on as what you are seeing is actually a bug that affects all WM 6.1 powered handsets!
Background
I first discovered this problem a few months ago while using my HTC TyTN II. I have access to two Exchange servers but, as you'll probably know, you can only set up one Exchange activesync partnership per device. So for the other account I have to use IMAP4 and send over SMTP.
I've been using the setup for about 18 months and it works perfectly well for me, well until HTC released the WM 6.1 update for the TyTN II it did.
I installed the 6.1 update on the TyTN II and set up my Exchange and IMAP4 accounts. Was able to receive email with both accounts, no problem. All was well until I tried to send an email from my IMAP4 account (through SMTP). Upon trying to send mail I simply got presented with the error message above. I checked the account settings, they were all correct, but still unable to send mail.
I then restored the original WM 6.0 ROM to the TyTN II and the problem went away! This lead me to think that there was a problem with HTC's implementation of the 6.1 ROM. However later test revealed this to not be the case.
I set up my IMAP4 email on my new HTC Touch Diamond and was able to send one email, but subsequent emails then failed with the same error message. Deleting and recreating the account allowed me to send one or two more emails before it then failed again. One sending failed the account never works again!
So I contacted one of our friends at Microsoft to try and work through the problem.
Having worked with the guys at Microsoft for the past 6 weeks or so (including the top Outlook Mobile chap in the US) and having sent them my TyTN II to test we have discovered the following bug affecting ALL Windows Mobile 6.1 devices.
You can see more in the email excerpt from Microsoft below:
We are done with it and just checked in a bug fix last week to address what turned out to be a severe product bug that will affect all WM 6.1.x devices until they receive a fix or upgrade to WM 6.1.4. Your help both made us aware of the issue before it bubbled up through the forums and your device actually did help us debug the issue.
We are driving the issue with our response team and pushing to make a fix more broadly available independent of a device update.
More details on this bug:
Symptoms:
At some point sending e-mail stops working for a given e-mail account.
This will happen if the there is *any* failure to connect to the SMTP server – ever. After that point the user cannot send mail with that account again.
Recovery:
The user must delete their e-mail account and recreate it each time this happens.
There is no way to prevent this from reoccurring.
So as you can see, the problem is pretty severe and affects all devices with WM 6.1. The work around, if you can call it that, is to delete the affected account and recreate it.
I also suspect that this bug is related to the problem that many people report with GMail on their mobile and the reason why you must delete and recreate an email account if any of the account credentials change.
Microsoft are working on the problem at the moment and are hoping to make an independent update available. Let's hope that it will be available in that format rather than part of a full ROM update as I suspect that it will take time to filter through the manufacturers and the operator supply channels.
If you are affected by this issue then do drop me a line and I'll endeavour to keep you updated with the progress of the fix.
EDIT: Please see this post for a potential fix to the problem!
Posted by: Matt
Permalink120 comments
Comment from: Zoltan Vandor [Visitor]
Hi,
I'm not 100% sure that this problem affects the 6.1WM only... My 6.0 rom version of htc herald caused the same problem. I'm using gmail imap, but I have own smtp also and the result was the same, so this is why I think the problem was not in the gmail or in our system at the same time...
I'm not 100% sure that this problem affects the 6.1WM only... My 6.0 rom version of htc herald caused the same problem. I'm using gmail imap, but I have own smtp also and the result was the same, so this is why I think the problem was not in the gmail or in our system at the same time...
18/09/08 @ 11:26
Comment from: Gabriel [Visitor] · http://www.flickr.com/gpollara
Hi Matt
Thanks very much for your post as I've been waiting a few weeks for someone to report this. I had EXACTLY the same problem on my HTC Touch Diamond using IMAP on Yahoo Mail. I had to use the same work around and touch wood it's still working a month or so on. There were so many possible things that could have gone wrong (HTC, WM6.1, Yahoo, etc..) that I wasn't sure where to start. Good to know now. Like you, I hope they fix this without a full ROM upgrade.
Thanks very much for your post as I've been waiting a few weeks for someone to report this. I had EXACTLY the same problem on my HTC Touch Diamond using IMAP on Yahoo Mail. I had to use the same work around and touch wood it's still working a month or so on. There were so many possible things that could have gone wrong (HTC, WM6.1, Yahoo, etc..) that I wasn't sure where to start. Good to know now. Like you, I hope they fix this without a full ROM upgrade.
18/09/08 @ 19:47
I suffered this issue with the standard T-Mobile MDA Compact IV (Touch Diamond) ROM, although the problem doesn't seem to be affecting an alternative Windows Mobile 6.1 ROM I am currently using.
Would sure like to be kept in the loop though.
Thanks
Would sure like to be kept in the loop though.
Thanks
19/09/08 @ 09:54
Comment from: Lee Northall [Visitor]
Hi Matt,
Thanks for your post, I have been suffering a similar problem with my hotmail account since upgrading from my trusty TyTN II to a Touch Diamond. I have a problem record open with Micorsoft and have tried all manner of workarounds. I must have spent days trying to get my email working!!!
Please let me know if you hear of a fix.
Cheers,
Lee
Thanks for your post, I have been suffering a similar problem with my hotmail account since upgrading from my trusty TyTN II to a Touch Diamond. I have a problem record open with Micorsoft and have tried all manner of workarounds. I must have spent days trying to get my email working!!!
Please let me know if you hear of a fix.
Cheers,
Lee
19/09/08 @ 10:10
Comment from: Lee Northall [Visitor]
Hi Matt,
Thanks for your post, I have been suffering a similar problem with my hotmail account since upgrading from my trusty TyTN II to a Touch Diamond. I have a problem record open with Micorsoft and have tried all manner of workarounds. I must have spent days trying to get my email working!!!
Please let me know if you hear of a fix.
Cheers,
Lee
Thanks for your post, I have been suffering a similar problem with my hotmail account since upgrading from my trusty TyTN II to a Touch Diamond. I have a problem record open with Micorsoft and have tried all manner of workarounds. I must have spent days trying to get my email working!!!
Please let me know if you hear of a fix.
Cheers,
Lee
19/09/08 @ 10:11
Comment from: Joel [Visitor] · http://www.joellueders.com
Good to hear I'm not alone! Palm Treo 800w. Let me know if you get wind of a fix, so I can delete my account, recreate it, and then email you back!
19/09/08 @ 13:44
Comment from: Phil [Visitor]
Interesting story.
How can a 'regular' user report bugs to Microsoft?
I have an annoying problem with notifications - whenever I switch timezones from GMT to GMT+10 my notifications stop working. It happens in both WM Standard & Professional and is a pain in the backside seeing as I work a lot in Australia. I'm sure if I put my mind to it I could come up with a reproducible test case but who do I send it to...
How can a 'regular' user report bugs to Microsoft?
I have an annoying problem with notifications - whenever I switch timezones from GMT to GMT+10 my notifications stop working. It happens in both WM Standard & Professional and is a pain in the backside seeing as I work a lot in Australia. I'm sure if I put my mind to it I could come up with a reproducible test case but who do I send it to...
20/09/08 @ 02:17
Comment from: Jony [Visitor]
thanks a lot, I have the same problem.... If you please when you gut any information to solve this issue could you tell me the solution??
thank you in advance...
thank you in advance...
20/09/08 @ 13:03
Comment from: Sam [Visitor]
Hi any updates on this issues? I would like to get updates if any.
Thanks~!
Thanks~!
21/09/08 @ 06:06
Comment from: Nebula [Visitor]
Having the same issue and would welcome updates about a fix.
Many thanks.
Many thanks.
21/09/08 @ 18:11
Comment from: Garry [Visitor]
Same same - Thought I was the problem. Updates appreciated , and let us know if you need supporting evidence ?!
Thanks.
Thanks.
21/09/08 @ 22:35
Comment from: Garry [Visitor]
Microsoft don't seem to recognise this as an issue...
https://forums.microsoft.com/windowsmobile/showpost.aspx?postid=3747022&siteid=65&sb=0&d=1&at=7&ft=11&tf=0&pageid=2
https://forums.microsoft.com/windowsmobile/showpost.aspx?postid=3747022&siteid=65&sb=0&d=1&at=7&ft=11&tf=0&pageid=2
22/09/08 @ 06:28
They really should do by now - I'll raise this with the guy that I've been working with.
Latest update is that MS are hoping to provide a CAB that will patch the issue!
I'll let you know when I find out more.
Matt
Latest update is that MS are hoping to provide a CAB that will patch the issue!
I'll let you know when I find out more.
Matt
22/09/08 @ 07:22
Comment from: Andy [Visitor]
Hi Matt,
I've experienced the same thing on several different email accounts since applying the WM6.1 upgrade for the TYTN II from Orange. I'd be really grateful if you'd let me know when you hear that the fix is available please. In the meantime, is there a downgrade available back to version 6.0?
Thanks again,
Andy
I've experienced the same thing on several different email accounts since applying the WM6.1 upgrade for the TYTN II from Orange. I'd be really grateful if you'd let me know when you hear that the fix is available please. In the meantime, is there a downgrade available back to version 6.0?
Thanks again,
Andy
23/09/08 @ 20:41
Comment from: gseh88 [Visitor]
I have just been through the same experience but with 2 major differences. Firstly, out of desperation, I hard reset my hTC Touch Pro and setup my email account again but immediately had the same problem. Secondly, after messing around with the settings for the thousandth time, it suddenly started working again. I have sent about 6 emails today without any problems. I am with Vodafone and send through their send.vodafone.net server.
Please keep me informed as and when this promised patch comes out.
Thanks alot,
Greg
Please keep me informed as and when this promised patch comes out.
Thanks alot,
Greg
24/09/08 @ 01:48
Comment from: James Norton [Visitor] 
I have had this poroblem a few times as well - thought it was just me!
Anyway, please keep me up to date as well - its really annoying! Any timescale for the fix?
Thanks
Anyway, please keep me up to date as well - its really annoying! Any timescale for the fix?
Thanks
24/09/08 @ 09:27
Comment from: Jim Huneycutt [Visitor] · http://www.percheron.com
YES! 18 hours wasted trying to track this down. Definitely a bug. Please advise if you get more info/fix!
Thank you!
jim
Thank you!
jim
25/09/08 @ 03:23
Comment from: Rukshan Wijeratne [Visitor]
Hi !! I have the same exact problem on my HTC Mogul through sprint. I have my own domain name with a gmail backend. Looking forward for a resolution... :)
25/09/08 @ 03:35
Comment from: Emil [Visitor]
Have excatly the same problem. Hope for a solution soon, and it would be excellent to be kept up to date on the issue.
25/09/08 @ 19:30
Comment from: Ken Varn [Visitor]
I just discoverred this problem on my WM 6.1 ROM. I had not sent any e-mails with my SMTP Yahoo account and thought everything was fine because the receive was working. The send is definately broken. This worked in WM 6.0.
I would be really interested if you discover a fix for this.
26/09/08 @ 03:23
Comment from: R Carter [Visitor]
Please advise when fix is available- Touch Diamond Pro back in box!
26/09/08 @ 15:08
Comment from: Eric Matlis [Visitor]
Hi all-
I have a sprint Mogul (ppc-6800) also with email issues, however my problem is I cannot receive. I am using my university's imap account which worked fine in WM6.0. As soon as I switched to WM6.1 I no longer reliably receive emails. (I haven't tried to send). Sometimes would get a few emails, but usually not. When I switched back to 6.0, I could receive emails again. Is this related to the Microsoft WM6.1 bug?
thanks in advance
I have a sprint Mogul (ppc-6800) also with email issues, however my problem is I cannot receive. I am using my university's imap account which worked fine in WM6.0. As soon as I switched to WM6.1 I no longer reliably receive emails. (I haven't tried to send). Sometimes would get a few emails, but usually not. When I switched back to 6.0, I could receive emails again. Is this related to the Microsoft WM6.1 bug?
thanks in advance
26/09/08 @ 17:27
Comment from: Eduardo Iturbe [Visitor]
I am also facing this problem with my HTC Touch, however I tried several times to delete and recreate the account without any lucky. I have setup an IMAP account and get this error always. So please advice me when fix is available please. Another question is: I have another bug, which prevent me to use NOTES after install New Caracas Time Zone patch. I live in Caracas, Venezuela and after I install this patch the NOTES application stop working, do you know how I can address this issue with Microsoft?
Thanks,
Eduardo
HTC Touch
WM6 Professional
CE OS 5.2.1620 (Build 18125.0.4.2)
Thanks,
Eduardo
HTC Touch
WM6 Professional
CE OS 5.2.1620 (Build 18125.0.4.2)
26/09/08 @ 18:12
Comment from: Trevor Cobb [Visitor]
I am having the exact same problem with the WM6.1 rom on my T-mobile Wing. I have to delete and re-add my POP/SMTP email account several times a day. REALLY annoying. I'm about to go buy an iphone.
26/09/08 @ 18:45
Comment from: Kevin [Visitor]
Same problem. Updated a Q9c to 6.1 and e-mail died on me. Just got a Touch Diamond and it does the same thing. Very frustrating. Please keep bugging MS about this and let us know what happens!
27/09/08 @ 03:44
Comment from: Petter Osthus [Visitor]
I have just purchased a HTC Advantage 7510 with WM 6.1 Every time I receive E-mail, old old mail old mails in the Inbox is deleted. When I send MMS, it is stored in my Inbox; quite ann annoying! Anyone who have experienced similar problems?
27/09/08 @ 11:23
Comment from: Clay [Visitor]
I have an AT&T Tilt. Everything was fine for about 2 weeks and when I think of it, I did inadvertently delete the account and recreated. Not really know this is the universal temp fix for this issue. I to would like to see this problem resolved as sending email from the 6.1 platform is more functional for me than having to log into the mobile version by way of my data plan and send emails.
27/09/08 @ 15:27
Any word on what the problem is caused by? That is, is it a file system-level bug, or is something messed up in the WinCE databases? I bet the latter is the case. This, however, also means it's rather easy to fix with, say, a command-line app or script. I've written several of such apps.
Can you provide me with any input on these (or, tell the MS folks to contact me) so that I can quickly come up with a solution / hack?
(Before any of you ask if you haven't read my articles on [fixing] other Messaging bugs: yes, I do know how Messaging works on the DB level.)
Can you provide me with any input on these (or, tell the MS folks to contact me) so that I can quickly come up with a solution / hack?
(Before any of you ask if you haven't read my articles on [fixing] other Messaging bugs: yes, I do know how Messaging works on the DB level.)
27/09/08 @ 17:43
Latest info I have from MS is that they are about to send me a CAB file that will resolve the issue. I guess this will be made available to everyone.
27/09/08 @ 20:47
Comment from: Tiltywhirl [Visitor]
Can everyone check whether their Windows Update app will connect. I suspect this may be a related issue. I've noticed it fails to connect to server whenever my imap gmail stops sending.
28/09/08 @ 01:41
Comment from: Bryan [Visitor]
Thanks for posting this, it is much appreciated. One note here: I have seen one account work while another doesn't, so that seems to rule out the Windows Update correlation to a degree. This is with multiple gmail accounts.
28/09/08 @ 03:44
Comment from: Trevor Cobb [Visitor]
"Latest info I have from MS is that they are about to send me a CAB file that will resolve the issue. I guess this will be made available to everyone."
YAY!!!!!!! Will you make sure to host it somewhere and give us all the link?
YAY!!!!!!! Will you make sure to host it somewhere and give us all the link?
28/09/08 @ 04:37
Comment from: Catwithonepawup [Visitor]
I have a HTC Touch Diamond on the vodafone network in Australia..and YES...I CAN RECEIVE BUT NOT SEND EMAILS EITHER. Thank god..I thought I was doing something wrong ! Hoping the fix will work for me here in Australia...
28/09/08 @ 11:21
Comment from: Werner Ruotsalainen [Visitor] · http://www.pocketpcmag.com/cms/index.php?q=blog
Matt, great news! Let us know if they don't come up with a decent fix - postfixing this issue can be easily done from a third-party app (like mine) without having to fix Messaging itself; then, I'll contact the MS folks themselves to describe what DB's are affected and need to be fixed.
28/09/08 @ 11:23
Comment from: Christoph [Visitor]
damn - if there is no bugfix my touch pro is useless to me.
if you have any news - please let me know!
thank you!!
if you have any news - please let me know!
thank you!!
28/09/08 @ 20:09
Comment from: Alan [Visitor]
Thanks for taking the time to post this, I had no idea what was going on with my HTC Touch Diamond - let me know how you get on with a fix...I think there will be a whole heap of people who want it!
Thanks
Thanks
28/09/08 @ 23:20
Comment from: Murali [Visitor]
Please keep me in the loop. I have the same issue with my device running on WM6.1
Thanks
Murali
Thanks
Murali
29/09/08 @ 07:36
Comment from: Jason [Visitor]
Same issue with WM6.1. Spent hours trying to fix it, thinking it was me doing something wrong.Sure would appreciate a fix.
Thanks
Jason.
Thanks
Jason.
29/09/08 @ 17:47
Comment from: Johan van Mierlo [Visitor] · http://www.bostonpocketpc.com
Hi Matt,
This is my answer to this
http://forums.microsoft.com/windowsmobile/showpost.aspx?postid=3937911&siteid=65&mode=1&sb=0&d=1&at=7&ft=11&tf=0&pageid=3
I have seen this happen when I send a message from am area when I am roaming and I am out of reach with my ATT net work.
A quick fix is to use (if you have) the Network Wizard. This will look automatically at all your network settings and update them, It will restart your phone and all work again.
This you probably have to do again once you're back in your area.
And of course it can also just happen. I still use the same fix. (deleting the mail account and creating a new one did not work for me)
Johan
This is my answer to this
http://forums.microsoft.com/windowsmobile/showpost.aspx?postid=3937911&siteid=65&mode=1&sb=0&d=1&at=7&ft=11&tf=0&pageid=3
I have seen this happen when I send a message from am area when I am roaming and I am out of reach with my ATT net work.
A quick fix is to use (if you have) the Network Wizard. This will look automatically at all your network settings and update them, It will restart your phone and all work again.
This you probably have to do again once you're back in your area.
And of course it can also just happen. I still use the same fix. (deleting the mail account and creating a new one did not work for me)
Johan
29/09/08 @ 18:29
Comment from: Trevor Cobb [Visitor]
found two people who are using wm6.1 with no smtp problems on their devices... is this problem only on HTC devices with wm6.1?
http://forums.microsoft.com/windowsmobile/showpost.aspx?postid=3933452&siteid=65
http://forums.microsoft.com/windowsmobile/showpost.aspx?postid=3933452&siteid=65
29/09/08 @ 19:03
Comment from: Arw [Visitor]
Not only do I have the same problem with my (2 month old) HTC Tytn II running WM 6.1, which has yet to send an email at all (unlike my HTC SPV C500), I can receive POP3 Ok but there is a chronic problem with Orange's SMTP server, which has been broken for ages (they say). Orange told me to find my own SMTP service if I wanted to send mail, so I tried the excellent AuthSMTP which I use on my PC and - lo! - same problem!
At the time of purchase, the rep did mutter something about 'software problems'. They withdrew the HTC from sale shortly afterwards. I got one of the very last from Orange.
Worse, the truly excellent tech support chap at AuthSMTP owns a Tytn II as well (WM6.0 presumably) and had no problem with sending mail on his, though he recommends enabling SSL in Pocket Outlook.
I have jumped through hoops and tried every possible combination of settings in Outlook - there aren't many - and it has never been possible to send an email through Orange. I cannot imagine any broadband provider telling its users that you can't send mail through their service. (Tiscali did once state that SMTP was a 'free extra' - their way of dismissing customer email problems).
Tomorrow I throw the problem back at Orange.
At the time of purchase, the rep did mutter something about 'software problems'. They withdrew the HTC from sale shortly afterwards. I got one of the very last from Orange.
Worse, the truly excellent tech support chap at AuthSMTP owns a Tytn II as well (WM6.0 presumably) and had no problem with sending mail on his, though he recommends enabling SSL in Pocket Outlook.
I have jumped through hoops and tried every possible combination of settings in Outlook - there aren't many - and it has never been possible to send an email through Orange. I cannot imagine any broadband provider telling its users that you can't send mail through their service. (Tiscali did once state that SMTP was a 'free extra' - their way of dismissing customer email problems).
Tomorrow I throw the problem back at Orange.
29/09/08 @ 19:13
No, it's not exclusive to HTC devices. MS confirm that all WM 6.1 devices are affected. I've tested on a large number of devices myself.
Does seem to be that some email servers are more prone to giving errors and therefore make the problem worse.
Matt
Does seem to be that some email servers are more prone to giving errors and therefore make the problem worse.
Matt
29/09/08 @ 19:45
Comment from: Torsten [Visitor]
Hi, I've got exactly the same problem with sending emails via smtp. Please let me know if there are any news.
Thanx a lot.
Thanx a lot.
29/09/08 @ 21:26
Comment from: moshe [Visitor]
Thanks for your post, I have been suffering a similar problem with my gmail account.
I will be very happy to get an update on this issue.
I will be very happy to get an update on this issue.
29/09/08 @ 22:30
Comment from: Fabian [Visitor]
I'am also one of the many with the same problem. Please let me know if there is a fix for this problem
30/09/08 @ 09:37
Comment from: Erik [Visitor]
Thanks for reporting. Got an omnia I would like to utilize to its full extent. Hope they're working their a's off at Ms.
30/09/08 @ 10:00
Comment from: Werner Ruotsalainen [Visitor] · http://www.pocketpcmag.com/cms/index.php?q=blog
Matt, can you tell the MS guys to directly contact me, should they need some additional help with debugging SMTP communication? I see there are still some uncertainities around the problem; for example, which SMTP servers are more prone to the problem etc. At this area, my expertise could surely be used.
I'm an SMTP pro and some of the Outlook Mobile folks may even remember me based on my previous bugfixes. However, I don't want to waste time on reinventing the wheel.
I'm an SMTP pro and some of the Outlook Mobile folks may even remember me based on my previous bugfixes. However, I don't want to waste time on reinventing the wheel.
30/09/08 @ 11:08
Comment from: Webreaper [Visitor] · http://www.webreaper.net
Thanks for this, Matt. This problem has been bugging me for months, and I've (unfairly) berated Vodafone for mis-handling Port 25 traffic in the past. Good to see that MS are owning up to the problem and doing something to fix it. The fix can't come sooner enough IMO.
Having said that, I've just about had enough of WM as an OS, so if/when this fix becomes available it'll only be a stop-gap for me until I move to an Android device early next year. :)
Having said that, I've just about had enough of WM as an OS, so if/when this fix becomes available it'll only be a stop-gap for me until I move to an Android device early next year. :)
30/09/08 @ 11:13
Comment from: Etienne [Visitor]
Is the acclaimed CAB file available...we've all had enough of this problem. I remember that I had the same problem when using my HP ipaq rw6812. Now that I bought an HTC Touch Pro, I thought I would have solved the problem...!!! How wrong I was!!!
30/09/08 @ 12:47
Comment from: Adam [Visitor]
Thanks to all.
Used Matt's suggestion with Network Wizard all working now.
If using PPC phone follow this link to get Network Wizard
http://forum.xda-developers.com/showthread.php?t=320870
Don't know if it works with smartphones but works fine with my touch diamond
Used Matt's suggestion with Network Wizard all working now.
If using PPC phone follow this link to get Network Wizard
http://forum.xda-developers.com/showthread.php?t=320870
Don't know if it works with smartphones but works fine with my touch diamond
30/09/08 @ 14:27
Comment from: Adam [Visitor]
Sorry should have said followed Johan van Mierlo's tip.
Still credit to Matt and all as this blog has helped me solve the problem until MS provide a fix
Still credit to Matt and all as this blog has helped me solve the problem until MS provide a fix
30/09/08 @ 14:35
Comment from: Kalin [Visitor]
I have the same SMTP problem sending on my AT&T Tilt for my gmail account configured for IMAP. Hopefully they will also fix the auto-configuration issue that prevents you from setting up your phone with IMAP without entering a bogus address.
30/09/08 @ 17:35
Comment from: Steven Chan [Visitor] · http://stevenchan.us
Thanks for posting this. I too have been getting major errors with this and it's prevented me from doing a lot on my Palm Treo 800w. Can you please keep me informed?
Thanks!
Thanks!
01/10/08 @ 06:25
Comment from: Matt F [Visitor]
Great detective work. Please keep me posted as well!
01/10/08 @ 07:05
Comment from: R Carter [Visitor]
Has anyone got a date for this patch, have new touch pro sitting in a box I cant use, if patch is coming in 2-3 days may wait. If not I have no option but to return the device and find something else
01/10/08 @ 08:52
Comment from: erskinmay [Visitor]
Its not a Touch Pro or any other particular phone issue. I had the same problem with my HP ipaq rw 6815. Perhaps it wasn't as severe as this, having to delete the account every single time. But I am convinced that this is an OS problem that is accenuated by some phones and exacerbated by prone networks.
01/10/08 @ 22:08
Comment from: Charles [Visitor]
Hi Matt,
I have this exact issue, however, with Windows Mobile 6.0 running on my HTC TYTN II.
There seems to be no solution as you suggested.
I have this exact issue, however, with Windows Mobile 6.0 running on my HTC TYTN II.
There seems to be no solution as you suggested.
02/10/08 @ 03:56
Comment from: Seattle Scott [Visitor]
Have experienced this annoying problem immediately after upgrading to 6.1, like the lot of you. I've tried changing each and every email account setting - one at a time - to see if I could "reset" the cause whenever needed - without having to delete and rebuild the mail account repeatedly. And I think I might have found it...
- Messaging Menu (list of mail accounts)
- Menu --> Settings
- Send/Receive Schedule
- Download Messages --> [change from current option to another]
(I went from getting all to getting last 30 days)
- Done
Sending mail worked after changing just this one setting. I then changed it back to "get all" and sending mail continued working. Will see how it goes and see if I can repeat the fix WHEN the error happens again - keeping fingers crossed. And hoping the CAB is released soon! Whether by MSFT or by Matt. :-)
If this doesn't work for you, who knows - maybe just a one-time "lucky fix" on my device.
scott
- Messaging Menu (list of mail accounts)
- Menu --> Settings
- Send/Receive Schedule
- Download Messages --> [change from current option to another]
(I went from getting all to getting last 30 days)
- Done
Sending mail worked after changing just this one setting. I then changed it back to "get all" and sending mail continued working. Will see how it goes and see if I can repeat the fix WHEN the error happens again - keeping fingers crossed. And hoping the CAB is released soon! Whether by MSFT or by Matt. :-)
If this doesn't work for you, who knows - maybe just a one-time "lucky fix" on my device.
scott
02/10/08 @ 08:06
Comment from: Gordon Pasha [Visitor]
Hi
Unfortunately Seattle Scott's solution did not work for me (HTC touch, WM 6.1).
Regards
Gordon
Unfortunately Seattle Scott's solution did not work for me (HTC touch, WM 6.1).
Regards
Gordon
02/10/08 @ 17:30
Comment from: Duncan Hill [Visitor]
I've noticed that WM6.1 seems to be very twitchy about SSL/TLS. Once I deleted the e-mail account from my Touch Pro, and re-created it with SSL disabled. Presto, no errors about being unable to sync mail. I'm starting to wonder if it's detecting that I supplied mail.mydomain.tld, when the certificate is in the actual server name - barracuda.mydomain.tld.
02/10/08 @ 21:42
Comment from: Arw [Visitor]
Further to mine above, today I threw it back at Orange, Tytn II + WM6.1 = unfit for purpose, but they won't have it, and they only wanted to check my *POP3* settings instead. I have been fobbed off with a complaint reference number. I most eagerly await a response from their tech support any day soon (not), meantime I have not been able to send a single email in 2 months. Watch this space...
02/10/08 @ 23:44
Matt, is there an MS case number for this? Would be very handy to use when complaining to Carriers etc in a case like Arw's.
03/10/08 @ 08:07
I just received the following update from Microsoft about the above issue:
I continue to drive this issue hard internally and it has received executive level attention. I am asking for a date for a CAB. You can inform user's that they will not need to flash a ROM update to WM 6.1.4 but they will receive a CAB-installable update that fixes the problem. The big question remains, "When?"
In the mean time, here is a bit more about the cause: This was a horribly unfortunate side-effect of adding a feature to 6.1 designed to help ensure users can send mail on Operator networks that do IP filtering and block sending e-mail via an SMTP server that is not on their network. We introduced an OEM/Operator registry key override in 6.1 that specifies a backup SMTP server. Business logic was added that attempts to use the backup SMTP server address when the user-specified SMTP server address fails. If the backup server address succeeds, it becomes the new default. The bug occurs when the OEM-specified registry key is empty and when sending via the user-specified SMTP address fails for any reason at any time. Once the device gets in this state, SMTP fails without recovery for the account. (Although, Matt, you said you were able to send again by flipping SSL/Outgoing authentication settings. We didn’t see that.) This explains why users hit the bug only sporadically, and why recreating the account solves the problem (if only temporarily – until the next SMTP failure).
It is incredibly unfortunate that this was not caught in testing, nor during the extended Beta period for 6.1, nor in our TAP program, nor by internal “dogfood” usage of 6.1, nor during Mobile Operator trials. It took us weeks to identify reproducible steps even when we received your device and focused on it in August! This is an especially bitter pill given that the feature we added to help ensure sending success (for a known blocking issue on some mobile operator networks) is the very feature that introduced sending failure. Of course, the Outlook Mobile Team is dismayed, disappointed, and determined to make it right, and so we are driving the issue very hard internally.
By the way, the registry key noted above is an OEM-protected key. So while end users cannot add or edit the key, it is possible that the Mobile Operators could OTA-provision the key with an SMTP server address that works on their network and this may well solve the problem. I am asking the team that added this feature for us to investigate if this will work as an additional mitigation. Regardless, we will develop a communication plan to Mobile Operators that they can distribute through their support organizations so that when user’s call with this problem they get an appropriate response. It pains me greatly to hear the testimony of users that are trying in vain to get their problem solved and I will do everything possible to drive a rapid response on this issue.
Matt, thank you again for finding it, making us aware of it, sending us your device, and for posting about it.
Hopefully, I’ll send you an update again tomorrow when I get a response from the sustained engineering team on a timeline.
03/10/08 @ 10:58
Comment from: Werner Ruotsalainen [Visitor] · http://www.pocketpcmag.com/blogs
Glad to hear there will be a CAB file fixing the issue.
03/10/08 @ 11:19
Comment from: Alex Roebuck [Visitor]
There MUST be a way of accessing this "OEM-protected" registry key. Do we know what the key address is?
03/10/08 @ 11:25
Comment from: Webreaper [Visitor]
"It is incredibly unfortunate that this was not caught in testing, nor during the extended Beta period for 6.1, nor in our TAP program, nor by internal “dogfood” usage of 6.1, nor during Mobile Operator trials."
Erm, 'unfortunate'? Better words spring to my mind. Like 'shoddy', 'careless', 'unprofessional', etc. I could go on, but I have some fish in a barrel which need shooting, and I fancy a harder challenge. ;)
Erm, 'unfortunate'? Better words spring to my mind. Like 'shoddy', 'careless', 'unprofessional', etc. I could go on, but I have some fish in a barrel which need shooting, and I fancy a harder challenge. ;)
03/10/08 @ 11:53
Comment from: Adam [Visitor]
You can try and resolve it by installing Network Wizard availbale from this tread
http://forum.xda-developers.com/showthread.php?t=320870
It worked for me.
When setting up the email account try to use your mobile operators smtp server for outgoing mail, eg vodafone uk use send.vodafone.net even if thats not the email provider you use. The same thing happens on my desktop PC, my broadband is with NTL however I use various other email providers but unless I set the outgoing server to ntl it won't send messages.
http://forum.xda-developers.com/showthread.php?t=320870
It worked for me.
When setting up the email account try to use your mobile operators smtp server for outgoing mail, eg vodafone uk use send.vodafone.net even if thats not the email provider you use. The same thing happens on my desktop PC, my broadband is with NTL however I use various other email providers but unless I set the outgoing server to ntl it won't send messages.
03/10/08 @ 15:55
Matt--thanks for the updates. I too have the problem, and look forward
to the CAB update; will try the network update wozard shortly.
to the CAB update; will try the network update wozard shortly.
03/10/08 @ 19:43
Comment from: zizi [Visitor]
was really stressing bout this issue. Can't wait for the CAB file
04/10/08 @ 07:53
Comment from: Sol [Visitor]
So is there any update about when the CAB file will be released? I'm having the exact same problem on my HTC Touch Pro through Vodafone, except I can't send or receive, never mind send.
05/10/08 @ 21:18
Comment from: Robin [Visitor]
Thanks so much for all the hard work done here- if only Orange were prepared to follow things through like this! I too had a Touch Diamond which went back to Orange because of this issue, so I might try again now. A lot of the web research I did seemed to indicate Touch Diamonds were especially vulnerable, but perhaps that was because they were one of the few phones with a 6.1 implementation. I'm now thinking of a Samsung Omnia - anyone got any experience with this issue?
More importantly, my Touch Diamond had another, very incovenient issue. I couldn't sync deletions with the server, ie when I deleted email on the phone it stayed on the server - this was HORRIBLE as it meant I couldn't clear spam until I got back to the office. All the relevant settings were tried believe me. Does anyone have any similar issues/suggestions?
Finally, when the CAB update arrives, how do we get it/install it? Is there somewhere we should be checking?
Thanks again
More importantly, my Touch Diamond had another, very incovenient issue. I couldn't sync deletions with the server, ie when I deleted email on the phone it stayed on the server - this was HORRIBLE as it meant I couldn't clear spam until I got back to the office. All the relevant settings were tried believe me. Does anyone have any similar issues/suggestions?
Finally, when the CAB update arrives, how do we get it/install it? Is there somewhere we should be checking?
Thanks again
06/10/08 @ 16:42
Comment from: Mike [Visitor]
Definitely interested in the fix. Please let me know when it's released.
06/10/08 @ 20:11
Comment from: Sol [Visitor]
You know I am the biggest Microsoft fan in the world. Every product I own is a Microsoft product because I believe that Microsoft solutions are the best to my technological problems. I hate the way people criticize them 24/7, but it's at times like these that Microsoft deserves all the criticism it gets.
After spending hours on the internet trying to find a fix for this problem I have seen complaints going as far back as MAY! I can't believe people have even tolerated this problem for this long! I have owned my HTC Touch Pro for 4 days and I am finding this unacceptable. Why does Microsoft not see the urgency in fixing this? I am so disgusted that this can even happen in the first place.
According to the post above "It is incredibly unfortunate that this was not caught in testing, nor during the extended Beta period for 6.1, nor in our TAP program, nor by internal “dogfood” usage of 6.1, nor during Mobile Operator trials." Are they trying to tell me that they didn't even bother to send an email from gmail or yahoo? The 2 biggest webmail providers on the planet? This is perhaps the simplest email operation possible! This is UNACCEPTABLE!
Microsoft should be ashamed. Not because a mistake like this can occur, but for not rectifying it as soon as possible and for treating their customers like they don't matter, or that they can wait for weeks and weeks at a time for a fix. I'm not a person who is going to threaten to use Apple or Blackberry products instead, but I feel so let down by Microsoft because of all this that it is understandable that people would take this course of action.
Come on Microsoft. Please prove me wrong. Show us that you can fix this in the next 48 hours and make us all happy customers! A
After spending hours on the internet trying to find a fix for this problem I have seen complaints going as far back as MAY! I can't believe people have even tolerated this problem for this long! I have owned my HTC Touch Pro for 4 days and I am finding this unacceptable. Why does Microsoft not see the urgency in fixing this? I am so disgusted that this can even happen in the first place.
According to the post above "It is incredibly unfortunate that this was not caught in testing, nor during the extended Beta period for 6.1, nor in our TAP program, nor by internal “dogfood” usage of 6.1, nor during Mobile Operator trials." Are they trying to tell me that they didn't even bother to send an email from gmail or yahoo? The 2 biggest webmail providers on the planet? This is perhaps the simplest email operation possible! This is UNACCEPTABLE!
Microsoft should be ashamed. Not because a mistake like this can occur, but for not rectifying it as soon as possible and for treating their customers like they don't matter, or that they can wait for weeks and weeks at a time for a fix. I'm not a person who is going to threaten to use Apple or Blackberry products instead, but I feel so let down by Microsoft because of all this that it is understandable that people would take this course of action.
Come on Microsoft. Please prove me wrong. Show us that you can fix this in the next 48 hours and make us all happy customers! A