Randy,

If at all possible I would try to convince him to work over an Ethernet connection for a while to rule out problems with his wireless connection.

You could also try to monitor his connection, even by simply running ping in a Terminal window in the background.

In my experience, Wi-Fi has been getting less and less reliable over the years, at least in the city. I think we're just seeing ever more networks (and perhaps also other transmissions on the same unlicensed 2,4 GHz frequency band).

The error messages certainly seem consistent with a networking issue.

If you have a VPN server, you could try setting him up to connect over VPN and see if that makes the problems go away, or alternatively if his VPN connection drops all the time due to the same network issues.

Best,

Chris

Am 30.07.2013 um 17:48 schrieb Randy Zumwalde <zumwalde.rl@ehowe.com>:

I have a user that intermittently cannot connect to Surgemail and I'm wandering if there is anything I could do to resolve the issue.
He is using Apple Mail on OSX Mountain Lion. Sometimes he connects just fine then an hour later he cannot.

He gets an SMTP connection message like this:
"Could not connect to this SMTP server. Check your network connection and that you entered the correct information in the Account preferences."

At the same time he gets an IMAP message like this:
"Could not connect to this IMAP server. Check your network connection and that you entered the correct information in the Account preferences. Also verify that the server accepts connections on port 143. If it does not, change the port number in the Advanced tab of Account preferences."

I have no idea why he is having this issue and it is driving him and I nuts. Could it have something to do with his network connection. I believe he works via his wireless connection at home as does most of our remote employees but he seems to be the only one having issues and seems to believe it could be my problem since I run the mail server.

--
Randy Zumwalde � Tel: 513.651.1888 � Mobile/Direct 859.801.1419
IT Manager | The John K. Howe Company, Inc.
7188 Main Street | Cincinnati, OH 45244

Be sure to visit us online at http://www.ehowe.com
Like us on Facebook at https://www.facebook.com/howemarketing
Looking for product ideas? visit http://ehowe.mypromohq.com
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--
Randy Zumwalde � Tel: 513.651.1888 � Mobile/Direct 859.801.1419
IT Manager | The John K. Howe Company, Inc.
7188 Main Street | Cincinnati, OH 45244

Be sure to visit us online at http://www.ehowe.com
Like us on Facebook at https://www.facebook.com/howemarketing
Looking for product ideas? visit http://ehowe.mypromohq.com