220-1101 Question 333
Single answerEmailA user reports that email works on their smartphone when connected to cellular data, but their email client on a company laptop cannot send messages. They can still receive new email on the laptop. The account is configured manually. You verify the username and password are correct. Which setting should the technician check FIRST to resolve this issue?
- A
The incoming mail protocol should be changed from IMAP to POP3
- B
The SMTP server name and port for outgoing mail are incorrect or blocked
- C
The mailbox storage quota has been exceeded on the mail server
- D
The email client must be reconfigured to use HTTP instead of SSL/TLS
Show answer and explanation
Correct answer: B
Explanation
This question tests practical troubleshooting of email client configuration. In a scenario where a user can receive email but cannot send it, the technician should first focus on the outgoing mail configuration, not the incoming protocol. Standard email troubleshooting best practices begin by isolating whether the issue affects sending, receiving, or both. SMTP is the protocol used for outbound mail, and incorrect server names, authentication settings, ports, or encryption mismatches are common causes of send failures. Typical secure configurations include SMTP over port 465 with implicit TLS or port 587 with STARTTLS, although exact settings vary by provider. IMAP and POP3 are receive protocols and would not be the first place to investigate when only sending fails. This aligns with common vendor documentation from providers such as Microsoft, Google, and Mozilla Thunderbird support, which separates incoming and outgoing server troubleshooting and emphasizes verifying SMTP settings first.
- A. Incorrect.
Incorrect. IMAP and POP3 are incoming mail protocols. Since the user can already receive email on the laptop, the incoming configuration is functioning well enough to retrieve messages. Changing from IMAP to POP3 would not address a sending-only problem and could introduce unnecessary mailbox synchronization issues.
- B. Correct.
Correct. Sending email relies on the outgoing mail service, typically SMTP, which commonly uses ports such as 25, 465, or 587 depending on the provider and encryption method. If the SMTP server name, port, or encryption settings are wrong, or if outbound SMTP is blocked on the network, the client may be able to receive mail but fail to send it. This is the most direct setting to verify first in a send-only failure scenario.
- C. Incorrect.
Incorrect. A full mailbox quota more commonly prevents receiving new mail because the server cannot accept additional messages. While some systems may impose broader account restrictions, this is not the most likely explanation when the user can still receive email but cannot send from one device.
- D. Incorrect.
Incorrect. Email clients do not use HTTP as the transport protocol for standard mail submission in this context. Standard email uses SMTP for sending and IMAP or POP3 for receiving, often secured with SSL/TLS or STARTTLS. Replacing SSL/TLS with HTTP reflects a misunderstanding of how email protocols work.