Common Connection Errors / Solutions

Error 553: Domain is not in my list of RCTP Hosts (I can receive email but I can't send email)

This page applies to Windows 95/98/ME/NT4 users only.

Important note for Free NetZero members: To take advantage of offline email clients such as Microsoft Outlook, you must upgrade to a Platinum or HiSpeed 3G account. Click here to upgrade today.

If you are able to receive email but can't send any, you may be getting a 553 error, which can be caused by a variety of factors. The following information should help you to determine the cause of the error and offer a solution.

A. Have you configured your email program to use authenticated SMTP?

For security purposes, NetZero requires you to use authenticated SMTP if you want to send your NetZero email when connected with a third-party Internet Service Provider (ISP) or a Local Area Network (LAN). For instructions on how to setup your email program to use authenticated SMTP, click here.

B. Have you configured your Outgoing Mail Server correctly?

For directions on how to configure your email program to check your NetZero mail, click here.

C. Try another access number.

In some instances, changing access numbers can clear up a 553 error. For instructions on how to change your access number, please click here.

If you still can't send mail successfully, you may consider using NetZero's Email on the Web option, which allows you to send and receive NetZero email from any location, using any ISP or network connection. To access Email on the Web, click here.

If you prefer to use your dedicated email program, we will need some assistance from you to fix the issue. Please follow these steps so we can resolve the problem and get you back on track:

1. Dial in to NetZero. If you determine that you are having problems sending, STAY CONNECTED, then:
2. Click on the Windows Start button and click on Run.

3. In the Open field, type: winipcfg and click OK.

4. From the drop-down menu, select PPP Adapter.
5. Find the listed IP Address, copy it down exactly, then:
6. Click here to send an email to Customer Support.

We will then escalate this information and have the IP address added to our system.