How to Solve Outlook Not Sending or Recieving Emails | PcMacgicians London

Unexpected technical issues can arise without warning. Everything may function smoothly until, one day, it ceases to do so. This was the experience of a customer in Roehampton, SW15, who had relied on an older version of Microsoft Outlook and an email account with Claranet, a UK-based internet and email service provider for many years. However, his inbox suddenly became inactive, with no new emails arriving and the outbox remaining stuck, leading to increasing frustration. It was at this point that he reached out to PcMacgicians for assistance, and we were pleased to respond with a house visit.

The Problem: Outlook Meets Its Match

Upon the technician’s arrival at the client’s residence, he was well-prepared with comprehensive information. The client had been experiencing difficulties in sending and receiving emails through his Claranet account for several days, encountering no meaningful error messages and having made no recent changes on his part. The service had simply ceased to function.

After conducting some troubleshooting related to email, the technician promptly identified the root of the problem: Claranet had transitioned to a new email server authentication method known as STARTTLS. This method enhances security by encrypting email communications, which is a commendable advancement in principle. However, the complication arose from the fact that the client’s version of Outlook was outdated, predating the implementation of STARTTLS, and consequently, it was incompatible with this updated authentication method. In essence, despite all other credentials being accurate—username, password, and server configurations—the emails were unable to be transmitted.

What Is STARTTLS Anyway?

STARTTLS is a protocol that adds encryption to standard email. Think of it like sealing your message in an envelope instead of mailing a postcard. Email providers like Claranet are adopting it to improve security.

But here’s the kicker: older email clients don’t speak the STARTTLS “language.” And when they try to connect, the server blocks the connection.

The Solution: Upgrade Time

Our technician explained the situation clearly and laid out the fix: upgrading to the new Outlook app, which fully supports modern security protocols like STARTTLS.

Even better—it’s free on the Microsoft Store for Windows 10 and Windows 11 users.

Step-by-Step: Fixing Email Compatibility with Claranet (STARTTLS)

Step 1: Uninstall or Disable the Old Outlook

• We didn’t delete the old version right away, just in case the customer wanted access to past emails or settings.

Step 2: Download and Install New Outlook

• Opened the Microsoft Store.

• Searched for Outlook (New).

• Installed it in just a few minutes.

Step 3: Configure the Claranet Email Account

• Entered the customer’s email address.

• Let Outlook auto-detect the server settings (it picked up STARTTLS).

• Entered the password, verified the connection.

• Emails started flowing in right away.

Step 4: Sync and Test

• We made sure send/receive was working properly.

• Sent a few test emails to confirm everything was back online.

• Synced the folders and set up the interface the way the customer liked it (reading pane on the right, emails grouped by date).

Bonus Step: Backup the Old Mailbox

• Exported the old Outlook PST file just in case.

• Set up a backup folder on the desktop for easy access to older emails.

The Result: Another Happy Cutomer

In under an hour, we had everything running smoothly. The customer could now send and receive emails without issues, and he didn’t lose any old messages in the process.

The look on his face when he saw the first email come through was priceless—“I thought I’d have to change email providers!”

Key Takeaways from the Field

Email Standards Are Always Evolving

Providers like Claranet aren’t trying to make life difficult. They’re improving email security, and that means clients need to keep up.

Old Software = Compatibility Issues

Just because it still opens doesn’t mean it’s still compatible. If your email client is more than 5 years old, you could be missing out on essential updates.

Our Techs Know Email Inside Out

From Outlook email support to server settings and backup tools, our team can get you reconnected, no matter how tangled things feel.

Common Symptoms of STARTTLS Issues

If you or someone you know is using older email software and experiencing problems, here are some telltale signs:

• Can’t send or receive emails
• “Authentication failed” or vague error messages
• Sudden problems with no recent changes
• Emails stuck in the outbox

If this sounds familiar, it might be time to update your email client—or give us a call.

Serving Roehampton, SW15 and Beyond

Tech issues don’t care where you live or how busy you are. They show up when they want—and they can bring your workflow to a halt. That’s why PC Macgicians is proud to offer fast, friendly, and reliable tech support across Roehampton and the wider SW15 area.

Whether it’s email client compatibility fixes, Outlook troubleshooting, or setting up a brand-new laptop, our techs are trained to handle it all.

Need help with your email?
Give PC Macgicians a ring, and we’ll get your inbox back in business—no stress, no nonsense.