Galaxy S8 email does not work, stopped syncing, can’t send, receive or delete email messages

Today’s troubleshooting article answers two cases about email problems on the #GalaxyS8. Email problems can sometimes be frustrating but most of the time, they can be fixed relatively easily. We hope that our suggestions will help shed light on how to address email problems described by two of our readers below.

Problem 1: Unable to access Spectrum domain (mail.twc.com) on Galaxy S8 when outside home wifi

I use Spectrum for my email server and my home ISP. For the past month or so, I have been unable to access my email from my phone when away from my home network. I have determined that my GS8 and my wife’s GS7 cannot access the url mail.twc.com when on any network other than my home Wi-Fi; even T-Mobile wireless data cannot access it. Same for my wife’s phone. Spectrum has no clue. I haven’t tried talking to T-Mobile, but I’m guessing they won’t be able to help me either. Hoping you guys might have some ideas. — Frank

Solution: Hi Frank. We can’t access this domain (mail.twc.com) either. The interesting thing though is that the site is apparently up because we can ping it. Normally, the next good thing in this case is to see if the site can be accessed by using its IP address (107.14.73.68) but that won’t work either. This may mean that either some ISPs are blocking mail.twc.com, or that it can only be accessed when inside Spectrum’s network.

The problem has nothing to do with your home wifi though so you don’t need to troubleshoot it. Access to this domain is most probably restricted by Spectrum for some reason. We understand it’s already been awhile since Time Warner Cable (TWC) was purchased by Spectrum but there may still be some technical issues that needs ironing out when it comes to email services. We can only speculate here as there seems to no logical explanation we can come up with other than the ones we mention above. For this reason, we’re afraid you really have no other choice but to contact Spectrum again and ask them for support.

When calling them, make sure to ask for their technical support department and not their sales or customer service sections. Help departments are often segregated and you don’t want to talk to support agents who are mainly there to give you details about your bills or accounts. Make it a point to ask for the department that handles internet/connectivity or email issues. An issue like this can only be fixed on Spectrum’s end so there’s nothing much that anybody, like us, can do about it.

Problem #2: Galaxy S8 email does not work, stopped syncing, can’t send, receive or delete email messages

I have Samsung Galaxy S8. Two days ago, suddenly (and I literally mean suddenly), my Email app stopped syncing my email. Email doesn’t work at all other than being able to open the app. Cannot send, receive, delete, move, etc. I have found out that it DOES work while on Mobile Data. Works just fine.

I have been all over the internet trying to find a solution and have not found one yet. Basically, if it’s within the first two pages of a Google search, I’ve tried it. Reconfiguring email, deleting email, adding back to it, going back in. Clearing data and cache for email AND internet. Everything else on my phone works with wifi, just as it should. It’s not my interest. All other wireless device work on my wifi and my email. Any help would appreciated.

Incoming settings Error: Unable to connect to the email server to verify your account information. No response from Server. outgoing settings error: Unable to connect to email server to verify your account information. No response from server. And yes, username and password are correct. — Jimmy

Solution: Hi Jimmy. Not all email issues are necessarily caused by a device. Sometimes, the problem may come from email servers or email provider’s system itself. If you are 100% that nothing was changed differently on your S8 prior to noticing the problem, then this is most likely an issue outside your control, like an email server bug or on your email provider’s side.

To further ensure that your device has nothing to do with it, here are a couple of things that you can try.

Verify it’s not an email account issue

This should be the first  common sense troubleshooting step that you want to do. Pull up your phone’s web browser and sign in to your email account. If you can sign in and do that things you can’t on your email app, then proceed to the troubleshooting steps below.

Clear the cache partition

A corrupted system cache sometimes causes some apps to stop working properly. To check if the problem is due to a bad system cache, follow these steps to clear the cache partition:

1. Turn off the device.
2. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
3. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
4. Press the Volume down key to highlight “wipe cache partition.”
5. Press the Power key to select.
6. Press the Volume down key to highlight “yes” and press the Power key to select.
7. When the wipe cache partition is complete, “Reboot system now” is highlighted.
8. Press the Power key to restart the device.

Reset app preferences

Most apps depend on other apps and services in order to work or perform their tasks or actions. Sometimes, crucial services or apps may be disabled by mistake or intentionally, resulting to problems. To minimize the chance of this issue from happening, we suggest that you reset app preferences. Doing so will do the following actions:

1. re-enables previously disabled apps and services
2. resets default apps for actions
3. turns off background data restrictions for apps
4. return app permissions to their defaults
5. unblock app notifications

To reset app preferences on your S9:

1. Open Settings app.
2. Tap Apps.
3. Tap More settings (three-dot) icon at the upper right.
4. Tap Reset app preferences.

Check for third party app interference

Some bad or poorly-coded apps may interfere with Android. To check if one of your downloaded apps is behind the trouble, you can boot your device to safe mode. In this mode, no third party apps will be allowed to run so if your email starts working on safe mode but not on normal mode, that’s an obvious sign of a third party app issue.

To run your S8 to safe mode:

1. Turn the device off.
2. Press and hold the Power key past the model name screen.
3. When “SAMSUNG” appears on the screen, release the Power key.
4. Immediately after releasing the Power key, press and hold the Volume down key.
5. Continue to hold the Volume down key until the device finishes restarting.
6. Safe mode will display in the bottom left corner of the screen.
7. Release the Volume down key when you see Safe Mode.
8. Uninstall apps that are causing a problem.

Use another email app

Just in case there’s an unknown issue with stock Samsung email app (if that’s the one you’re using), try to use another email app like the one from Google or Microsoft. Both are known to work well with Samsung devices. If this workaround won’t work either, make sure to do a factory reset

Factory reset

This is a drastic step but it can’t guarantee that the issue will be fixed. As mentioned above, the most likely reason for the problem may be outside the device and something that you can’t do anything about. Still, we recommend that you wipe the phone clean, re-add your email account, and see how syncing works.

To factory reset your S8:

1. Back up data on the internal memory. If you have signed into a Google account on the device, you have activated Anti-theft and will need your Google credentials to finish the Master reset.
2. From the Home screen, swipe up on an empty spot to open the Apps tray.
3. Tap Settings > Cloud and accounts.
4. Tap Backup and restore.
5. If desired, tap Back up my data to move the slider to ON or OFF.
6. If desired, tap Restore to move the slider to ON or OFF.
7. Tap the back button to the Settings menu and tap General Management > Reset > Factory data reset.
8. Tap Reset device.
9. If you have screen lock turned on, enter your credentials.
10. Tap Continue.
11. Tap Delete all.

Contact your email service provider

As a final step, you should report the issue to your email service provider and work with them to address it. If you happen to be using a third party email app, make sure to also report the issue to the app developer.

 

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