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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Comments

Post a comment
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
4,269 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

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