Troubleshooting Email Problems

Q. Why can't I receive email?

Please step through the list below and eliminate each possible problem:

  1. Make sure you are using your full email address as your username.
  2. Make sure you are using the correct password for the username.
  3. Make sure you have set your incoming Mail Server to mail.yourdomain.com
  4. Make sure you have SSL disabled.
  5. Make sure you're connected to the internet.

Q. I can't send email. What's wrong?

Please step through the list below and eliminate each possible problem:

  1. Make sure you are using your full email address as your username.
  2. Make sure you are using the correct password for the username.
  3. Make sure you have set your outgoing SMTP Mail Server to mail.yourdomain.com 
  4. Some ISPs - e.g. optusnet - don't allow mail sending through an external SMTP server. In this case, you need to contact your ISP to find out their SMTP server settings and use these for the outgoing mail server. Make sure you also use the login details they provide for their server rather than the username and password we have given you. (Note that your incoming server details should remain as mail.yourdomain.com using the username and password that we have given you.)
  5. Try overriding the default port for sending mail. Try entering port 587 rather than the default port 25.
  6. Make sure you have authentication enabled for outgoing email if you are using our outgoing mail server. Set it up to use the same username and password as in steps 1 and 2.
  7. Make sure you have SSL disabled if you are using our outgoing mail server.
  8. Make sure that your recipients have valid e-mail addresses.
  9. Make sure you're connected to the internet.

If all the above requirements are met, there shouldn't be any reason why you can't send an email. However, sometimes new clients experience this problem while their domain is being propagated to our web servers. Once the propagation process has finished, the problem should be resolved.

Q. Why are emails I send to people returned to me?

The most common reasons are listed below:

  1. The domain of the recipient's e-mail address does not exist.
  2. The e-mail address of the recipient no longer exists.
  3. The SMTP server of the recipient's domain was not reachable for a long period of time.

The email that is returned should include an error message along with the email text that can help you work out what the problem was.

Q. Why are emails sent to me being returned to the sender?

The most common reasons are listed below:

  1. Your mailbox is full. Please check your settings in your email program to ensure you are not leaving your messages on the server. If you are using webmail, you need to manually purge your trash when logged in.

The email that is returned should include an error message along with the email text that can help you work out what the problem was.

 

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