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Troubleshoot issues related to email on your device for the HTC U11

This article helps troubleshoot email issues on your HTC Ocean.

You may have email issues if you're unable to:

  • Send emails
  • Receive emails

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your HTC Ocean is connected to the Sprint network.

    Be sure mobile data is enabled. Email requires a data connection to work properly.

    1. From the home screen, tap the All apps icon.
    2. Scroll to and tap Settings.
    3. Scroll to and tap System updates.
    4. Tap Update Profile.
    5. Test your device to see if the issue is resolved.

    If your HTC Ocean is still unable to connect to data, troubleshoot data connectivity.

  2. Verify that the email address and password are correct.

    On your HTC Ocean web browser, navigate to your email provider's website and try to sign in to your email account.

    If you're unable to sign in, double-check that you entered the correct username and password.

    If you recently updated your email account password, you also have to update the email settings on your HTC Ocean.

  3. Double-check that you have set up your email account correctly on your HTC Ocean.

    Be sure that you've entered the exact settings for each email account you want to access. The instructions are different depending on the type of email account you're trying to set up.

    • For a personal email address:

      This is the most common scenario and includes all major public email providers such as Yahoo!�, Hotmail�, Gmail�, and AOL�.

      1. If you've already set up the email address on your HTC Ocean, try removing it from your device to delete any incorrect settings.

        This step doesn't delete any of your emails. It only removes the link to your account for now. Remove an email account.

      2. Add your email account to your HTC Ocean.

    • For a business email address via Microsoft Exchange�:

      Many companies provide a Microsoft Exchange email address to their employees.

      Sprint recommends that you contact your IT department for the correct setup information. You'll need your server address, domain, username, and your corporate password.

      After you have this information, set up the Microsoft Exchange account.

      If your Exchange account still doesn't work, contact your corporate IT department for more help.


  4. Perform a soft reset.

    A soft reset reconnects your HTC Ocean to the Sprint network.

    1. Press and hold the Power key, and then tap Power off to turn your HTC Ocean off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press and hold the Power key to turn your HTC Ocean back on.
    4. Test your device to see if the issue is resolved.

Note: To optimize device performance, be sure your HTC Ocean is running the most recent device software. Check for software updates.

If you're still having issues, please try the Sprint Community pages or contact Sprint Customer Care for more help.

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