Password changed, can no longer send email

[#1]

Hi, 

I've recently changed the password for my plusnet user/webmail account but this seems to be causing issues with authenticating outgoing emails.

Inbox seems fine, new emails are showing up. Trying to send messages will bring up an authentication box however. Entering the new password doesn't seem to want to work, will just reopen the credentials window once again and loop around until I give up and hit cancel.

I've tried to get more information using telnet, got the 535 Too many SMTP auth failures error.

Initially, I tried with an older version of Outlook (2016) that didn't list STARTTLS as an option for encryption, I've since tried the latest version of Outlook using a different connection, but this fails also.

Telnet at the new location just gives a 535 authentication rejected message (nothing listed after that), that line is using TalkTalk as the isp though, so maybe it's just a different issue?

Webmail is allowing me to sign in and sending messages works without a problem.

I've tried all combinations of server and suggested ports from the how to set up Plusnet email guide to no avail.

The email is connected to a current Plusnet broadband account so I don't think it should be affected by the issues surrounding legacy accounts I've read about on the forums.

Would appreciate any guidance on what I can try next, if the initial telnet message of 535 Too many SMTP auth failures error is correct, will this error clear after a specific amount of time, is it likely to work after this? If not, is there anything that can be checked on Plusnet's side to shed some light on the situation?

[#2]

Hi, welcome to the forums

I am using Outlook 365 these are my working settings found in  Account settings >Server settings.

   

Username would be 

Default mailbox accountname
Secondary mailbox accountname+mailboxname

I'm using free-online.net you may need .plus.net 

HTH

[#3]

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@jwb503 wrote:

I've tried to get more information using telnet, got the 535 Too many SMTP auth failures error.

Well that tells you everything - you have tried too many times to access the SMTP server with the wrong credentials - you look like a hacker!!

To be totally clear, can you please confirm that this is a @account.plus.com email address?

1. Make sure that the SMTP settings are correct
   1. If you are getting a SMTP rejection, it would be fair to guess that you have got those reasonably right - relay.plus.net - Port 587 - Encryption STARTTLS
   2. If you can read emails, then your username and password on the inbound must be right - set outbound to "use the same settings as the incoming server"
2. Get a different IP address - turn the router off for 90 minutes

To be clear, are you connecting from a PLUSNET connection or a third party?

Is the mail box on a live account or is it a legacy free email account (that is you have left Plusnet)?

In respect of the latter, there was a longstanding issue of legacy users not being able to SEND emails after changing their password.  Long discussions with Plusnet lead to a resolution of that issue ... but worth a double check, given you mention the change of password.

[#4]

Thanks for your suggestions. It kicked back in yesterday, presumably after the login timeout expired. Settings were all correct as the messages that were sitting in the outbox to test just went through without any further adjustment.

Out of interest, is it listed anywhere what the duration of a timeout such as this actually is? Might be useful to know if it ever happened in the future. I'm not completely sure at which point the timeout happened so can't guess myself. 

Or is this intentionally kept obscure to prevent any kind of brute force attacks?

[#5]

The latter statement applies!!