InMotion Hosting Support Center

Our Systems Team has begun implementing the requirement of SMTP authentication on our servers that may affect customers using an email client such as Thunderbird, Outlook or Mac Mail. If you are receiving "550 Access denied - Invalid HELO name" (or a similar error message) in your email client, please check your settings as follows:

Microsoft Outlook 2010 / 2013

  1. From the Menu Bar, Click the "File" tab.
  2. Click the Info tab on the left and select "Accounts Settings". Click "Account Settings".
  3. Select your Email account then Click "Change".
  4. Click "More settings".
  5. Select "Outgoing Server" tab.
  6. Select the box beside "My outgoing server (SMTP) requires authentication".
  7. Select "Use same settings as my incoming email server".
  8. Click "Ok".
  9. Click "Next".
  10. Click "Finish".

Microsoft Outlook 2007 and earlier

  1. From the Menu Bar, Click "Tools" then Click "E-mail Accounts".
  2. Select "View or change existing e-mail accounts" then Click "Next".
  3. Select your Email account then Click "Change"
  4. Click "More settings".
  5. Select "Outgoing Server" tab.
  6. Select the box beside "My outgoing server (SMTP) requires authentication".
  7. Select "Use same settings as my incoming email server".
  8. Click "Ok".
  9. Click "Next".
  10. Click "Finish".

Thunderbird

  1. From the Menu Bar, Click "Tools", then "Account Settings".
  2. This will bring up the Account Settings window where you can click on "Outgoing Server (SMTP)" at the bottom of the list in on the left side of the window.
  3. Back in the middle of the window, select the appropriate outgoing server and click the "Edit" button.
  4. Make sure "Authentication method" is set to "Normal password".
  5. Click "OK" to close the SMTP edit window and again on the Account Settings window.

Mac Mail

  1. From within Mac Mail Click Mail > Preferences > Accounts
  2. Near the bottom of the window, look for "Outgoing Mail Server (SMTP)", click the drop down arrow and select "Edit SMTP Server List..."
  3. Click the "Advanced" button in the middle of the window and make sure Authentication is set to "Password".
  4. Click "OK" to close the edit window

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Related Questions

Here are a few questions related to this article that our customers have asked:
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n/a Points
2014-04-01 6:53 am

Thanks for the help but can you please suggest why my emails were being sent fine yesterday with no non deliveries and then when I switch on today it behaves like this ??

Rgds Gearóíd

 

Staff
11,186 Points
2014-04-01 9:17 am
Nothing has been recently changed regarding email authentication on the servers, but your mail client may have stopped correctly sending authentication data. Does the message send correctly from within webmail? Do you have outgoing mail authentication enabled on your mail client?
n/a Points
2014-04-22 3:57 am

Hi JeffMa,

Your solution to this problem was the first I came across after my e-mail messages suddenly started not getting sent (Outlook 2003), and it worked like a charm. THanks a million!David

n/a Points
2014-05-12 6:18 pm

Worked like a charm!  I printed and distributed the steps to the rest of the staff.  Why would this setting reset?

 

Also, if traveling and using wi-fi, will the settings need to be changed?

Staff
9,968 Points
2014-05-12 6:24 pm
Hello BreeCass,

I'm not sure why the setting would reset in your mail client, other than if you had re-created the local email account in your mail client and didn't enable the SMTP authentication which is disabled by default in some clients.

When traveling and using WiFi you shouldn't need to change these settings. However depending on the WiFi you are using some require additional authentication to send mail, and some don't allow outbound mail connections at all. In those cases it's typically best to use webmail in your web-browser as a workaround.

Please let us know if you had any further questions at all.

- Jacob
n/a Points
2014-06-25 6:31 pm

Thanks for such clear instructions on how to clear mail error. Whis my hosting company would be so helpfull 5* to you.

Staff
26,137 Points
2014-06-25 7:09 pm
Hello John,

Thanks for the compliment! Let us know if you have any further questions or comments!

Regards,
Arnel C.
n/a Points
2014-07-04 9:10 am

Thanks a ton for these !Worked on first try !

n/a Points
2014-07-08 9:17 am

Hi Guys,

I found this problem in a company of a friend and he said it was a problem with a dll of Windows. After recover this file the email returned to work.

Staff
17,717 Points
2014-07-08 9:47 am
Hello Marcio,

Thank you for the information. Would you be willing t share a link to the file? It may help other people who see your post.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-07-21 10:24 am

Thanks man! 

n/a Points
2014-10-18 2:15 am
Thank you very much sir for such a very informative information and helping to people like us.
God bless you all sir, Good Luck.
n/a Points
2015-03-12 2:59 am

This actually does not help me.  I am a Mac user and I use Outlook for Mac 2011.  These instructions are not the same as the settings options I have.  Can you please advise?

Staff
28,948 Points
2015-03-16 9:14 am
Hello Brian,

You may want to check out our article on .Outlook 2011 for Mac. This may help you with the setting specifics.

Kindest Regards,
Scott M
n/a Points
2015-07-08 4:50 pm

Hello-

I work at a company that uses a portal for users to register on and the system automatically sends them a User ID and password to access the system. Many times we will get this error sent back to us. Forgive the novice nature of the question but: --- Is it the setting on OUR end that need to be changed or is it the settings on the person who is not getting the email delivered?

Thanks for your help 

Staff
26,137 Points
2015-07-08 5:01 pm
Hello Paul,

Most likely, the issue you're seeing is the result of specific configuration settings missing from your email client. You may want to review your settings and then report any continuing issue to your network admin or email administrator. They will be able to identify the cause of that issue pretty quickly.

Kindest regards
Arnel C.
n/a Points
2015-07-28 11:28 am

Hi,

I am unable to see any incoming emails in the Outlook on my PC.  The received emails are displayed on the webmail and my phone.  To make things even stranger, I can send out emails from my Outlook and the recipient receives them ok but once they reply, the email does not come to my Outlook.  I have checked my setting million of times and I also tried deleting the account and recreating it from scratch and it still didn't help.  I also tried to use different numbers for the outgoing/incoming servers - with no luck.  Can you help me, please?

Thank you,

Bozena

Staff
5,036 Points
2015-07-29 12:14 am
Hello Bozena,

Have you tried using non-SSL and SSL settings? Are you getting any error while trying to perform a send/receive in Outlook? When did this start happening?

Best Regards,
TJ Edens
n/a Points
2015-07-31 2:43 pm

Wow! You're amazing!! Thank u soooo much!!

n/a Points
2015-08-03 6:14 am

thank you so soo much! It worked :D

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