I'm having problems sending or receiving emails

Note- If your email problems started after an upgrade of any type (Windows, ZoneAlarm, email software, etc) try shutting down the email program, removing it from the program list in ZA, and then restart it so it has to ask for rights again.

If you are experiencing difficulty using your email software with ZoneAlarm, one or more of the following should resolve the issue:

If your e-mail application seems to hang, and you have MailSafe enabled, make sure that you are NOT also running any other application that may also scan attachments (such as an e-mail scanning feature of your antivirus program). The safest way to set this up is to turn MailSafe on, set your antivirus to not scan email attachments, but set the antivirus to scan all files on access. This will give you the best protection, the best of both worlds.

Also, if you set up Expert Rules for your email client, be sure to check your alerts. Many email clients will require a DNS access rule.

  1. Your e-mail software may require server rights. To enable the Allow Server option, click the PROGRAM CONTROL -> PROGRAMS tab. Look for your program in the list of applications. Under the SERVER column, LEFT-click under the INTERNET column.
    You have the option to specify ports. Right-clicking under either ACCESS or SERVER, then highlighting OPTIONS will open a window where you can force the program to have access limited to certain ports. When you click the ADD button , you will see options preset for email, news, etc. If you access a secure POP3 server, you may need to add port 995, or contact the server's technical support for specific requirements.
  2. Some e-mail software might have more than one component requiring server rights. For example, MS Outlook requires the Messaging Subsystem to have server rights as well. For more information on this service, please visit MS support : http://support.microsoft.com

    From the top of the window, click Support -> Knowledge Base
  3. To use Microsoft Outlook Web Access (OWA), you will need to turn all privacy OFF for that site. For specific steps on how to do this, open ZAP and press F1 for help, then search for the word PRIVACY. In some cases you may also need to add the connection site to your Trusted Zone, which must be set to Medium.
  4. Your email server is added to your Trusted Zone (Trusted Zone must be set to Medium, and the Block Local Servers UNchecked). To find out how to do this, open the ZoneAlarm console, then press F1. From the search tab, type host (no quotes). Double-click Adding to the Trusted Zone.
  5. Your email domain may have changed (example - user@uswest.com changed to user@qwest.com after a merger). Check with your ISP to verify this.
  6. If you have updated your email program, it may have changed security settings (such as now blocking attachments). You must check the support site or help for your email program in order to fix this. Also, you may get a popup alert if the main program file has changed - you must allow the new program access - however, if you did not update the program knowingly, do NOT allow it access until you are sure it is not infected.
  7. If you have any other software acting as a proxy for your email, then that will also require the appropriate rights (spam filters, and in some cases your antivirus - example, Norton AV has a component called Common Client CC App).

Also be aware that other security products, and even browser settings, can affect this as well, especially for web based email.

  • Try reducing security, or Privacy settings for the site, when accessing that site (i.e. add it to the trusted zone in your browser, as well as ZAP, as needed). To find out how to do this, open The ZoneAlarm console, then press F1. From the Search tab, type privacy (no quotes). Double-click on 'Privacy protection.' Click Setting General privacy options on the right.
  • You may also need to clear out old cookies - check your browser help file for more information on cookies.
  • If you have your antivirus set to scan email attachments, be sure to give that program access rights if it asks (example: Norton Antivirus' Common Client requires Access rights in order to get your email, since it works much like a proxy). Check with your antivirus manufacturer if you need more specific information.
Have more questions? Submit a request


Article is closed for comments.
Trusted by nearly 100 Million users worldwide