NFN Helpteam
Guide to User Problems
This guide collects answers developed by helpteam members to many NFN user questions.
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Email program problems when using Norton security programs

Situation:

The information on this page applies to:

Norton Internet Security 2006/2005/2004
Norton Personal Firewall 2006/2005/2004

You cannot send or receive email with an email program like Microsoft Outlook, Outlook Express, or Eudora.


Solution:
Symantec needs more data on this problem. You can help by sending us a log file. The steps to do this are in the Technical Information section.


Important:
  • If you found this page in a search, we have a tool that may fix this problem. Go to Fixing connection problems.
  • If you were sent to this page by a Symantec technician or Web page, begin with "Run LiveUpdate."


Run LiveUpdate
  1. Run LiveUpdate and download all updates.
    For instructions, read How to run LiveUpdate.
  2. Restart your computer.
  3. Try to send or receive email.
  4. Do one of the following:
    • If you can send or receive email -- You are done.
    • If you cannot send or receive email -- Go to "Check Privacy Control."

Check Privacy Control
Temporarily disable Privacy Control to see if it blocks your email.

To find out if Privacy Control blocks your email
  1. Open your Norton security program.
    If you cannot open your Norton security program, the Norton security program is damaged. To fix this problem, go to Norton program installation appears complete, but you cannot start the program.
  2. On the menu to the right, click Privacy Control.
  3. Click Turn Off.
  4. Try to send or receive email.
  5. Do one of the following:
    • If you can send or receive email -- Set Privacy Control to "Prompt me each time." For instructions, go to "To set Privacy Control to prompt you when you send private information." When you are done, turn Privacy Control back on. You are done.
    • If you cannot send or receive email -- Turn Privacy Control back on. Then go to "Add your Internet Service Provider to the Trusted list."

To set Privacy Control to prompt you when you send private information
  1. Open your Norton security program.
  2. On the right menu, click Privacy Control.
  3. Click Configure.
  4. Click Custom Level.
  5. Change the Private Information setting to Medium: Prompt me each time.
  6. Click OK, Click OK again.
  7. Close your Norton security program.


Add your Internet Service Provider to the Trusted list
To add your Internet service provider to the trusted list, you need to know the address of both the incoming and outgoing mail servers.

To find the incoming and outgoing mail server addresses, find the email program that you use and follow the steps.
    • Microsoft Outlook Express
      1. Start Microsoft Outlook Express.
      2. On the Tools menu, click Accounts.
      3. On the Mail tab, select your email account, and click Properties.
      4. On the Servers tab, write down the incoming (POP3) mail server address and the outgoing (SMTP) mail server address.
      5. Click OK.
      6. Click Close.
      Go to "To configure your Norton security program."
    • Microsoft Outlook
      1. Start Microsoft Outlook.
      2. On the Tools menu, click Email Accounts.
      3. Click View or Change Email Accounts.
      4. Click Next.
      5. Select your email account, and then click Change.
      6. Write down the incoming (POP3) mail server address and the outgoing (SMTP) mail server address.
      7. Click OK.
      8. Click Close.
      Go to "To configure your Norton security program."
    • Eudora
      1. Start Eudora.
      2. On the Tools menu, click Options.
      3. Click Getting Started.
      4. Write down the incoming (POP3) mail server address and the Outgoing (SMTP) mail server address.
      5. Click OK.
      6. Close Eudora.
      Go to "To configure your Norton security program."

To configure your Norton security program
  1. Open your Norton security program.
  2. Click Personal Firewall.
  3. Click Configure.
  4. On the Networking tab, click Trusted.
  5. Click Add.
  6. Add the incoming (POP3) mail server address and the outgoing (SMTP) mail server address.
  7. Click OK.
  8. If you still cannot send or receive email, do one of the following:
    • If you use Norton AntiVirus and you can send, but not receive email -- Read Cannot download email with Norton AntiVirus email scanning enabled. Otherwise, contact your Internet Service Provider.
    • If you do not use Norton AntiVirus -- Contact your Internet Service Provider.
      Some email settings can affect your ability to send or receive email when you have a Norton security program. These settings include, but are not limited to:
      • Email scanning that does not support the Secure Socket Layer (SSL) protocol. (Turn off this option.)
      • Server connection time-out values that are too short.
      • Options that hang up dial-up connections after you are finished sending or receiving. (Turn them off.)




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