Troubleshoot email problem

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 we can enable exim to run on port 26, or you can simply change your outgoing mail [SMTP] to your ISP’s mail server [mail.yourISP.com] in order for you send mail through your ISP.

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 right to go!

Troubleshooting Step 3.

Make sure that the email account’s username does not contain any capital letters. So this is wrong –User@mydomain.com and this is correct – user@mydomain.com

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 >> “Mail Management” >> “POP Email Accounts” >> then click on the Edit Quota link [could be different for different cpanel skins] >> then add more disk space there.

Troubleshooting Step 7.

Access your CPanel and create a test email account. Setup that email account in your Email program and run tests to and from that account.

Troubleshooting Step 8.

Make sure that you tick the box that says “My server requires authentification” as follows –

Email authentication

Troubleshooting Step 9.

Make sure that you have your full email address as your username here –

Email authentication

Troubleshooting Step 10.

Make sure that you have the correct domain name in the mail.yourdomain.com as per –

Troubleshoot email problem

Troubleshooting Step 11.

Make sure that you have the correct password entered when setting up the account –

Troubleshoot email problem

Troubleshooting Step 12.

Make sure that the email account is created in CPanel, else you can do so by visiting Cpanel >> “Mail” >> “Manage/Add/Remove Accounts” >> then click on the “Add account” and hit “Create” button.

Troubleshooting Step 13.

If you have checked all your settings, followed the above 13 steps and your email is still not working, drop us an email and we’ll troublshoot the issue for you. It is imperative that you go through the above steps, before emailing us. The above information is to empower you with knowledge, so you can fix issues quickly.

If you have further questions, please do not hesitate to contact our support team.

Troubleshoot email problem

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