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Troubleshoot issues related to email on your Motorola Photon

Last Updated: Aug 03, 2016

This article helps troubleshoot email issues on your Motorola PHOTON 4G.

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 Motorola PHOTON™ 4G 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. Tap Help.
    3. Tap I Need Help
    4. This automatically checks the voice and data connections.
    5. If either connection fails, tap Update Profile.
    6. Test your device to see if the issue is resolved.

    If your Motorola PHOTON 4G is still unable to connect to data, troubleshoot data connectivity.

  2. Verify that the email address and password are correct.
  3. On your Motorola PHOTON 4G 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 Motorola PHOTON 4G.

  4. Have you set up your email account correctly on your Motorola PHOTON 4G?
  5. Be sure that you've entered the exact settings for each email account you want to access on your Motorola PHOTON 4G. The instructions are different depending on the type of email account you're trying to set up.

    • Are you trying to set up 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 tried to to set up the email address on your Motorola PHOTON 4G, 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 Motorola PHOTON 4G.

    • Are you trying to set up 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.

  6. Perform a soft reset.

    A soft reset reconnects your Motorola PHOTON 4G to the Sprint network.

    1. Press and hold the Power key to turn your Motorola PHOTON 4G off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press the Power key to turn your Motorola PHOTON 4G back on.
    4. Test your phone to see if the issue is resolved.

Note: To optimize device performance, be sure your Motorola PHOTON 4G 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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