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Troubleshoot issues related to email on your HTC EVO 4G LTE

Last Updated: Nov 19, 2014

This article helps troubleshoot email issues on your HTC EVO 4G LTE.

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 EVO™ 4G LTE is connected to the Sprint network using Sprint Zone.

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

    1. Access Sprint Zone.
    2. Swipe from Right to Left to open Device Diagnostics.
    3. Look for Network:
      • Network is in the Passed section: Your phone is connected to the Sprint network.
      • Network is in the Failed or Flagged section: Update the Data Profile.
        1. From Device Diagnostics, tap System Updates.
        2. Tap Update Profile.
        3. After the profile update is complete, tap OK.

    If your HTC EVO 4G LTE is still unable to connect to data, troubleshoot data connectivity.

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

    On your HTC EVO 4G LTE 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 EVO 4G LTE.

  3. Double-check that you have set up your email account correctly on your HTC EVO 4G LTE.

    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 EVO 4G LTE, try removing it from your device to delete any incorrect settings.
      2. This step doesn't delete any of your emails. It only removes the link to your account for now. Remove an email account.

      3. Add your email account to your HTC EVO 4G LTE.
    • 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 EVO 4G LTE to the Sprint network.

    1. Press and hold the Power key. Ignore any prompts or other screen changes.
    2. Continue holding the Power key until your HTC EVO 4G LTE turns off.
    3. Your device automatically turns back on.
    4. Test your phone to see if the issue is resolved.

Note: To optimize device performance, be sure your HTC EVO 4G LTE is running the most recent device software. Check for software updates.

If you're still having issues, please try our community pages for the HTC EVO 4G LTE or contact Sprint Customer Care for more help.

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