Steve
En-Route
I was having a problem last night sending an email with an attachment. Emails without attachments were working ok...
[Dec 2 2006 12:35:25 AM] Welcome to our chat customer support .
[Dec 2 2006 12:35:29 AM] Glenn, you have been connected to Alyssa
Alyssa(Dec 2 2006 12:36:02 AM): Glenn, thank you for contacting HughesNet Technical Support. My name is Alyssa and I appreciate the opportunity to assist you. Before we go ahead with this conversation, I would like to inform you in case we get disconnected, please connect to the chat session again immediately through http://customercare.myhughesnet.com
Alyssa(Dec 2 2006 12:36:14 AM): Hello Glenn.
Glenn(Dec 2 2006 12:36:14 AM): ok
Alyssa(Dec 2 2006 12:36:47 AM): Could you please tell me what are the Incoming and Outgoing mails servers that you are using?
Glenn(Dec 2 2006 12:37:12 AM): mail.hughes.net & smtp.hughes.net
Alyssa(Dec 2 2006 12:37:49 AM): Also, did you check the My server requires authentication checkbox?
Glenn(Dec 2 2006 12:38:57 AM): Is that the "Log on using Secure Password Authentication (SPA)" box?
Alyssa(Dec 2 2006 12:40:10 AM): No, it is the "My server requires/needs authentication" checkbox.
Glenn(Dec 2 2006 12:40:36 AM): That box is checked.
Glenn(Dec 2 2006 12:41:25 AM): And "Use same settings as my incoming mail server" is checked, too.
Alyssa(Dec 2 2006 12:41:39 AM): Ok. Could you tell me what is the size of that attachment?
Glenn(Dec 2 2006 12:42:09 AM): 1,012 Kb
Alyssa(Dec 2 2006 12:42:48 AM): Thank you for the information.
Alyssa(Dec 2 2006 12:43:24 AM): May I have a few minutes to research this issue?
Glenn(Dec 2 2006 12:43:39 AM): ok
Alyssa(Dec 2 2006 12:43:47 AM): Thank you.
Alyssa(Dec 2 2006 12:48:45 AM): Thank you for your patience.
Alyssa(Dec 2 2006 12:49:59 AM): Glenn, I Webmail degradation has been reported due to which you will not be able to check your mails through Webmail interface(http://mail.hughes.net)
Alyssa(Dec 2 2006 12:50:41 AM): So this may affect the troubleshooting step that you need to perform to troubleshoot this issue.
Glenn(Dec 2 2006 12:51:03 AM): ok, i was able to log onto the webmail to see if the server was down
Glenn(Dec 2 2006 12:51:10 AM): earlier
Glenn(Dec 2 2006 12:51:19 AM): like 10 minutes ago
Alyssa(Dec 2 2006 12:52:01 AM): Yes, but some tools may not work.
Glenn(Dec 2 2006 12:52:06 AM): ok
Alyssa(Dec 2 2006 12:53:49 AM): Also,
Alyssa(Dec 2 2006 12:54:48 AM): for this issue you need to contact Microsoft as this problem occurs when the read receipt notification e-mail message is processed by a Microsoft Exchange 2000 Server computer by using the Simple Mail Transfer Protocol (SMTP) protocol with anonymous access authentication turned off.
Alyssa(Dec 2 2006 12:55:05 AM): They have a resolution for this issue.
Alyssa(Dec 2 2006 12:55:36 AM): Please go to http://support.microsoft.com/kb/836491#top.
Glenn(Dec 2 2006 12:57:02 AM): ok, but i'm not sending a read receipt request with the email
Glenn(Dec 2 2006 12:58:28 AM): and i'm not running an exchange 2000 server
Alyssa(Dec 2 2006 12:58:54 AM): Glenn, the error number 0x8004210B is a Microsoft generated number fro which you would need to contact Microsoft. For more explanation please go to http://support.microsoft.com/kb/836491#top.
Glenn(Dec 2 2006 12:59:41 AM): i am at that page and it talks about a server issue...i would think that hughesnet is running the server, not me
Glenn(Dec 2 2006 1:00:39 AM): and again, i'm not sending a receipt request, only a pdf file attachment
Alyssa(Dec 2 2006 1:01:02 AM): Glenn, you are using Microsoft Outlook belonging to Microsoft and as per my resources you need to contact Microsoft for this issue.
Glenn(Dec 2 2006 1:01:34 AM): you are not understanding me
Glenn(Dec 2 2006 1:02:06 AM): Microsoft's fix is for a server update
Alyssa(Dec 2 2006 1:02:13 AM): Glenn, I am able to understand you. They have also mentioned that to resolve this problem, obtain the August 2004 Exchange 2000 Server Post-Service Pack 3 update rollup. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:
Glenn(Dec 2 2006 1:02:14 AM): I don't have a server to update
Alyssa(Dec 2 2006 1:02:43 AM): Outlook uses an exchange server to send and receive emails.
Alyssa(Dec 2 2006 1:03:14 AM): This is the reason you need to use the Incoming and Outgoing mails servers.
Glenn(Dec 2 2006 1:03:27 AM): is that your final answer?
Alyssa(Dec 2 2006 1:05:14 AM): As the error code 0x8004210B is generated by Microsoft Outlook and has nothing to do with HughesNet. No, We are currently facing Degradation in Webmail. So please try again after some time.
Alyssa(Dec 2 2006 1:05:56 AM): Would that be ok?
[Dec 2 2006 12:35:25 AM] Welcome to our chat customer support .
[Dec 2 2006 12:35:29 AM] Glenn, you have been connected to Alyssa
Alyssa(Dec 2 2006 12:36:02 AM): Glenn, thank you for contacting HughesNet Technical Support. My name is Alyssa and I appreciate the opportunity to assist you. Before we go ahead with this conversation, I would like to inform you in case we get disconnected, please connect to the chat session again immediately through http://customercare.myhughesnet.com
Alyssa(Dec 2 2006 12:36:14 AM): Hello Glenn.
Glenn(Dec 2 2006 12:36:14 AM): ok
Alyssa(Dec 2 2006 12:36:47 AM): Could you please tell me what are the Incoming and Outgoing mails servers that you are using?
Glenn(Dec 2 2006 12:37:12 AM): mail.hughes.net & smtp.hughes.net
Alyssa(Dec 2 2006 12:37:49 AM): Also, did you check the My server requires authentication checkbox?
Glenn(Dec 2 2006 12:38:57 AM): Is that the "Log on using Secure Password Authentication (SPA)" box?
Alyssa(Dec 2 2006 12:40:10 AM): No, it is the "My server requires/needs authentication" checkbox.
Glenn(Dec 2 2006 12:40:36 AM): That box is checked.
Glenn(Dec 2 2006 12:41:25 AM): And "Use same settings as my incoming mail server" is checked, too.
Alyssa(Dec 2 2006 12:41:39 AM): Ok. Could you tell me what is the size of that attachment?
Glenn(Dec 2 2006 12:42:09 AM): 1,012 Kb
Alyssa(Dec 2 2006 12:42:48 AM): Thank you for the information.
Alyssa(Dec 2 2006 12:43:24 AM): May I have a few minutes to research this issue?
Glenn(Dec 2 2006 12:43:39 AM): ok
Alyssa(Dec 2 2006 12:43:47 AM): Thank you.
Alyssa(Dec 2 2006 12:48:45 AM): Thank you for your patience.
Alyssa(Dec 2 2006 12:49:59 AM): Glenn, I Webmail degradation has been reported due to which you will not be able to check your mails through Webmail interface(http://mail.hughes.net)
Alyssa(Dec 2 2006 12:50:41 AM): So this may affect the troubleshooting step that you need to perform to troubleshoot this issue.
Glenn(Dec 2 2006 12:51:03 AM): ok, i was able to log onto the webmail to see if the server was down
Glenn(Dec 2 2006 12:51:10 AM): earlier
Glenn(Dec 2 2006 12:51:19 AM): like 10 minutes ago
Alyssa(Dec 2 2006 12:52:01 AM): Yes, but some tools may not work.
Glenn(Dec 2 2006 12:52:06 AM): ok
Alyssa(Dec 2 2006 12:53:49 AM): Also,
Alyssa(Dec 2 2006 12:54:48 AM): for this issue you need to contact Microsoft as this problem occurs when the read receipt notification e-mail message is processed by a Microsoft Exchange 2000 Server computer by using the Simple Mail Transfer Protocol (SMTP) protocol with anonymous access authentication turned off.
Alyssa(Dec 2 2006 12:55:05 AM): They have a resolution for this issue.
Alyssa(Dec 2 2006 12:55:36 AM): Please go to http://support.microsoft.com/kb/836491#top.
Glenn(Dec 2 2006 12:57:02 AM): ok, but i'm not sending a read receipt request with the email
Glenn(Dec 2 2006 12:58:28 AM): and i'm not running an exchange 2000 server
Alyssa(Dec 2 2006 12:58:54 AM): Glenn, the error number 0x8004210B is a Microsoft generated number fro which you would need to contact Microsoft. For more explanation please go to http://support.microsoft.com/kb/836491#top.
Glenn(Dec 2 2006 12:59:41 AM): i am at that page and it talks about a server issue...i would think that hughesnet is running the server, not me
Glenn(Dec 2 2006 1:00:39 AM): and again, i'm not sending a receipt request, only a pdf file attachment
Alyssa(Dec 2 2006 1:01:02 AM): Glenn, you are using Microsoft Outlook belonging to Microsoft and as per my resources you need to contact Microsoft for this issue.
Glenn(Dec 2 2006 1:01:34 AM): you are not understanding me
Glenn(Dec 2 2006 1:02:06 AM): Microsoft's fix is for a server update
Alyssa(Dec 2 2006 1:02:13 AM): Glenn, I am able to understand you. They have also mentioned that to resolve this problem, obtain the August 2004 Exchange 2000 Server Post-Service Pack 3 update rollup. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:
Glenn(Dec 2 2006 1:02:14 AM): I don't have a server to update
Alyssa(Dec 2 2006 1:02:43 AM): Outlook uses an exchange server to send and receive emails.
Alyssa(Dec 2 2006 1:03:14 AM): This is the reason you need to use the Incoming and Outgoing mails servers.
Glenn(Dec 2 2006 1:03:27 AM): is that your final answer?
Alyssa(Dec 2 2006 1:05:14 AM): As the error code 0x8004210B is generated by Microsoft Outlook and has nothing to do with HughesNet. No, We are currently facing Degradation in Webmail. So please try again after some time.
Alyssa(Dec 2 2006 1:05:56 AM): Would that be ok?
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