Email Troubleshooting

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This document is intended for Moto E (1st and 2nd Gen.), Moto G (1st and 3rd Gen.), and Moto X (1st and 2nd Gen.) users

 

Gmail app

Email app

Gmail app 

If you're having problems sending or receiving email on Gmail, please try the following: 

Check your data connection

Make sure you have a working data connection by opening a browser and performing a search. If you don't have a working data connection, you won't able to send or receive emails. 

Make sure data sync is turned on

To find your sync settings, go to Settings > Data usage > Menu  SNP_2949079_en_v0.png  > Auto-sync data. 

Try turning sync off and on a few times, even if sync was already on. 

Make sure Gmail sync is on

  1. Open the Gmail app.
  2. Touch Menu  SNP_2949079_en_v0.png , then Settings.
  3. Choose an account.
  4. Make sure Sync Gmail is checked. 

Check your notifications 

If the app is otherwise syncing correctly, except for your notifications, check your notification settings: 

  1. In the Gmail app, tap Menu SNP_2949079_en_v0.png , then Settings.
  2. Choose an account.
  3. Make sure that Notifications is checked.
  4. Tap Inbox sound & vibrate.
  5. Check Label notifications.
  6. Choose how you want to be notified.
  7. Go back to the previous page and touch Manage labels.
  8. Select an inbox label such as Social, Promotions, Updates, Forums, or Inbox.
  9. Check Label notifications and choose how you want to be notified about messages with this label.
  10. Go back to the previous page and repeat for the rest of the inbox labels if you see them in your list. Inbox labels are at the top of the list, but not all of them are used in your account. 

Delete messages stuck in outbox

Try deleting messages with large attachments that may be stuck in the outbox. Press and hold the message to select it and then delete. 

Restart your device

Turn off your device and turn it back on. 

Check your device’s storage

Gmail stops syncing when your device is running out of storage. If you’ve gotten notifications about low memory or space, you’ll need to clear space on your device. You can check your storage by going to Settings > Storage. 

Here are a few ways to clear space:

  • Uninstall apps you don't use.
  • Delete downloaded files or files you created, or move files to your computer or other storage.
  • Remove content from Google Play that's saved for offline use. 

Check your account notifications and password

Do you have any recent notifications about sign in or password errors? If you do, touch the notification and make sure you’ve entered your address and password correctly. 

Check Gmail on a computer

Go to mail.google.com on a computer to see if there are any issues with the Gmail servers or your account. Server problems are temporary, but any access issues or server error messages you encounter on a computer are likely to simultaneously affect sync with the Gmail app. 

Clear your device's Gmail application data 

Note: The following steps may result in the loss of any messages in the outbox, drafts (unsent, saved, or unsaved) as well as ringtone, signature and other settings for Gmail. Try the troubleshooting steps above first. 

  1. Open Settings for your device.
  2. Select the menu option similar to Apps or Applications manager.
  3. Find and select Gmail in the list. You may need to swipe to the right to find it under “ALL.”
  4. Tap Clear data.
  5. Answer OK when prompted.
  6. Restart your device. 

Content provided by Google Support.


Email app 

Check your data connection

Make sure you have a working data connection by opening a browser and performing a search. If you don't have a working data connection, you won't able to send or receive emails. 

Check Incoming and Outgoing server settings

Check your account password settings within Incoming server settings for problems with incoming mail, and within Outgoing server settings if you can't send email. 

  1. Tap Apps.
  2. Tap Email.
  3. Select the account that is having the issue.
  4. Scroll down to and select Incoming or Outgoing settings.
  5. If Use secure connection is checked, uncheck it. However, if Use secure connection is unchecked when the issue occurs, check it.
  6. Tap Done and close the application.
  7. Reopen the Email application from Applications, then select Refresh.
  8. Your email should start appearing if the issue has been corrected. 

Some email providers have WiFi restrictions.

Retry with WiFi off. If WiFi is already off, turn WiFi on and retry. 

Delete email account and set up again

Sometimes removing your email account and setting it back up again will correct sending and receiving issues. See our Email doc for instructions on how to remove and add an email account. 

Content provided by Motorola Support.

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