Troubleshooting problems sending or receiving email and attachments

Having trouble with your email? Start with these suggestions:

  1. Verify your internet connection is working. If it's not, there are 4 things you can do to fix it.
  2. Make sure you're using the correct email server settings. Read "How to set up your email to go through POP3 and SMTP" for how-to information.
  3. Confirm your password is working. You can do this by signing into your CenturyLink email account. Remember, passwords are case sensitive. If your password isn't working, reset it.
  4. Confirm you don't have a security conflict caused by your firewall or antivirus software. To see if this is the problem, temporarily disable your security software, but remember to turn it back on when you're done testing. Try sending/receiving your email. If you are able to send/receive now, then you need to adjust or update your security software. 

Tips for disabling antivirus software

Search the support site for your specific security software for instructions about how to temporarily disable the program. 

Is your email box full?

If it is, you won't be able to send or receive emails until you make room.

Check the size limit of your mailbox.

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  • Email send size limit: 10MB
  • Send To limit: 50 contacts per message
  • Webmail and SMTP send limit: 35 messages per hour
  • Email box storage limit: 700MB

If you have reached your email box limit, delete messages to free up space for more email. 

  • Be sure to clean out all email folders. Messages in your Sent, Drafts, Deleted/Trash and Outgoing folders all count against your size limit.

  • Sort or filter your messages by attachment size to find large attachments. Download and save these to your computer and delete the email message. 

Trouble opening attachments

If you are having trouble viewing an attachment, make sure you have the appropriate software to open and read the file extension. A file extension is the set of characters, usually 3 or 4 in length that follow the main filename. In the filename "ChemistryNotes.txt" the extension is ".txt". Documents with .txt extensions can be opened on most computer systems. However, this is not the case with all file types. For instance, files with a .doc extension can only be opened using Microsoft Word (or similar) software.

Some files, when opened from an attachment, can harm your computer. For more information on these files, search the Internet (e.g., "recognizing dangerous file types"). If you've opened an attachment and think you may have inadvertently infected your computer with a virus, read more about what to do about a virus.

For additional assistance, contact us. We're here to help.

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