SYMPTOMS

Unable to retrieve e-mail from the MailEnable server after installing a desktop antivirus application on the computer running the e-mail client software.

CAUSE

Some virus checkers will replace the server connection details with their own in the email proxy. They do this in order to route all the email through their proxy where they are then checked for viruses.

SOLUTION

Verify the e-mail client connection details to the MailEnable Server and ensure that the installation of the antivirus application has not modified them.  The antivirus application may have changed the username in the email client to include the server.

For example: If the username was peter@company; and the server was mailenable.com, then this may be changed to peter@company@mailenable.com  after installation of the antivirus application. This will cause issues with MailEnable because the username contains two "@ " characters and will result in an authentication failure when accessing MailEnable.

In order to fix this issue, use an alternate character for the username. For example, use % instead of @ . The example above would become peter%company@mailenable.com.

Ensure that the MailEnable POP Service has been configured to allow the alternate character. By accessing the POP Properties dialog box in the MailEnable Administration Program, a list of characters that can be used in place of "@" can be entered.

Email client times out when downloading email via POP3: http://www.mailenable.com/kb/content/article.asp?ID=ME020285