Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

I can download my email fine but I can not send email. I get a message saying: Login Failed: retry or enter new password or

  • 9 replies
  • 6 have this problem
  • 38 views
  • Last reply by Renders

more options

I am using Thunderbird 38.6.0. I can download my email fine. But I can not send email. I get a message saying: Login Failed: retry or enter new password or cancel. I have retried and re-entered password multiple times,

I have checked with my ISP, Lumos.net, They are my isp and email provider. (I think they are contracting with Duplex as a private label provider.) They say I am using the correct out going server (SMTP) settings, and since I can send and receive using their web mail site, there is nothing wrong with their service and they can not (or will not) help me solve my problem with Thunderbird and I will have to contact Thunderbird support. They say perhaps there is a bug in the Thunderbird software.

I have tried turning my firewall and anti-virus program off. Zone Alarm Extreme Security. Made no difference.

I am using Windows 8.1 on a Dell xps portable and a Dell XPS desktop and have the same problem on both machines.

I would be willing to move to another ISP if I knew of one that supported Thunderbird. Everytime there is a problem they tell me they don't suppport Thunderbird. Does anyone one know of an ISP that does?

Can anyone help me solve this problem. I love Thunderbird and have "my life" in my email, and want to keep on using and supporting Thunderbird.

My out-going server settings:

Server Name: smtpauth.lumos.net Port: 587 username: my correct email address (is this what you wanted "obsured" which I don't know how to do. Authentication method: Password, transmitted inseurely Connection Security: None

I am using Thunderbird 38.6.0. I can download my email fine. But I can not send email. I get a message saying: Login Failed: retry or enter new password or cancel. I have retried and re-entered password multiple times, I have checked with my ISP, Lumos.net, They are my isp and email provider. (I think they are contracting with Duplex as a private label provider.) They say I am using the correct out going server (SMTP) settings, and since I can send and receive using their web mail site, there is nothing wrong with their service and they can not (or will not) help me solve my problem with Thunderbird and I will have to contact Thunderbird support. They say perhaps there is a bug in the Thunderbird software. I have tried turning my firewall and anti-virus program off. Zone Alarm Extreme Security. Made no difference. I am using Windows 8.1 on a Dell xps portable and a Dell XPS desktop and have the same problem on both machines. I would be willing to move to another ISP if I knew of one that supported Thunderbird. Everytime there is a problem they tell me they don't suppport Thunderbird. Does anyone one know of an ISP that does? Can anyone help me solve this problem. I love Thunderbird and have "my life" in my email, and want to keep on using and supporting Thunderbird. My out-going server settings: Server Name: smtpauth.lumos.net Port: 587 username: my correct email address (is this what you wanted "obsured" which I don't know how to do. Authentication method: Password, transmitted inseurely Connection Security: None

Chosen solution

perhaps you as their customer could provider a link to the page on their web site that gives the POP and IMAP server settinfs, such as server name.. Port and connection security. I have googled and Googled. The information is most notable by it's absence, when they give information about Thunderbird it is just a blank space where the information is supposed to be. See https://www.lumosnetworks.com/support/email-upgrades

I can guess, but seriously I should not have to.

Read this answer in context 👍 1

All Replies (9)

more options

Generally port 587 uses STARTTLS. What happens if you make that change. Comparing sending via Web mail and using SMTP only means you know your username and password. But that is the standard line of provider help desks to get you to go away.

more options

I tried the suggestion to use STARTLS keeping the other settings the same and got the following error message:

Add Security Exception

You are about to override how Thunderbird identifies this site. Legitimate banks, stores, amd other public sites will not ask you to do this.

Server location: mail.lumos.net:587 Certificate Status This site attempts to identify itsself wiwth invalid information

Wrong site

This certificate belongs to a different site, which could meana that someone is trying to impersonate this site.

A box which was checked: Permanently store this exception

Two choices: Confirm Security Exception or Cancel

I canceled

Would others suggest I confirm the Security Exception??

more options

Contact the provider and confirm the correct SMTP server setting.

more options

As I said in my question, I already contacted the ISP and they said I was using the correct settings and would not support Thunderbird.

more options

And yet you were using port 587 with no security. You are not going to get anywhere until you have the server settings correct. The first line of help desk staff barely know to answer the phone when it makes a noise. Ask for someone that actually knows something.

more options

The person I was dealing with at the ISP was in charge of solving problems and the same person that problems get referred up to.

You are obviously trying to say something when you said "And yet you were using port 587 with no security" but I can not understand what you are trying to say.

more options

Please add the troubleshooting information to your post To find the Troubleshooting information:

  • Open Help (or click on three-line-icon and select Help)
  • Choose Troubleshooting Information
  • Use the button Copy to clipboard to select all. Do not check box "Include account names"!
  • Paste this in your post.
more options

Chosen Solution

perhaps you as their customer could provider a link to the page on their web site that gives the POP and IMAP server settinfs, such as server name.. Port and connection security. I have googled and Googled. The information is most notable by it's absence, when they give information about Thunderbird it is just a blank space where the information is supposed to be. See https://www.lumosnetworks.com/support/email-upgrades

I can guess, but seriously I should not have to.

more options

I wrote my ISP and pointed out they had left the setting info blank.

I have deleted all info in my outgoing server settings and started fresh. I kept trying different settings until I got one to work. But it looks identical to the one I started with.

Then it stopped working again - so if fussed around with it until it did.

I can not see any differences in the settings I started with and the setting I now have working. I have my notes and they are the same.

A piece of trash? Or maybe the ISP is having problems? I don't know but it is working now. Thanks.