E-mail Troubleshooting Guide
Here's a brief troubleshooting guide to setting up email. 99% of all email issues result from improper settings on the client's email program. Be sure to follow through this troubleshooting guide, before you submit a ticket to the helpdesk.
Troubleshooting Step 1.
Make sure that the domain that is having email issues has not expired. If the domain registration has expired, you won't have email access for that domain.
Troubleshooting Step 2.
Some ISP's actively block port 25 to other servers other than their own. The symptom of this would be a time-out when attempting to connect to our smtp server via your ISP's connection.
What should you do? Contact your ISP first to establish this if you are getting time out messages and the connection is not being made to our servers.
If your ISP is blocking port 25, then you can simply change your outgoing mail [SMTP] port to 26. If this still doesn't work, then you will have to change your outgoing mail server to your ISPs SMTP mail server (usually mail.isp.com).
To change to port 26, check your Outlook Express "Advanced" tab. You'll see SMTP set to 25, so just change that to 26, and you're good to go!
Troubleshooting Step 3.
Make sure that the email account's username does not contain any capital letters. So this is wrong - Barry@mydomain.com and this is correct - firstname.lastname@example.org
Troubleshooting Step 4.
Make sure that the domain having email problems is fully propagated and using the correct nameservers for their DNS. You cannot use email before the domain is propagated.
Troubleshooting Step 5.
Make sure that the domain that is having email issues has enough disk space assigned to it. If your domain is over its allotted disk space, then this will cause email issues. You can check to see the domain's disk space by accessing your cPanel.
Troubleshooting Step 6.
Also make sure that the email account has enough email disk space assigned to it. This is the amount of disk space that you have created your email account with. So check in your Cpanel >> "Email Management Tools" >> "Add/Remove R-mail Accounts" >> then select Edit Email Quota in the drop down box for the email account having problems >> then add more disk space there.
Troubleshooting Step 7.
Make sure that you tick the box that says "My server requires authentification" as follows:
Troubleshooting Step 8.
Make sure you have your full email address as your user name here:
Troubleshooting Step 9.
Make sure you have the correct domain name for your incoming and outgoing mail servers:
Troubleshooting Step 10.
Make sure you are using the correct password:
Troubleshooting Step 11.
If you have checked all your settings, followed the above steps, and your email is still not working, open a ticket and we'll troublshoot the issue for you. It is imperative that you go through the above steps, before submitting a ticket. The above information is to empower you with knowledge, so you can fix issues quickly and not need to rely on us for such issues. This helps us out too.