Email

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Email Troubleshooting

Unable to Send Email

If you are unable to send email but can receive mail, then you will need to check the following:

  1. Make sure your email client has SMTP authentication enabled - be sure to use your entire email address as the username.
  2. Try changing your outgoing port to one of our alernate SMTP ports: 26 and 587
    Sometimes ISPs (Internet Service Providers) will block the default SMTP port (25), so it is necessary to change to one of the alternate SMTP ports.

Domain Size Limit Exceeded

If you have been notified that your domain has exceeded it's Disk Space Allotment, then you can follow any of these steps to start receiving mail again.

  1. Clear out space for the new emails by deleting items in your Inbox, Sent, or Deleted folders.
  2. Use POP3 in a Mail Client (such as Microsoft Outlook, Mozilla Firefox, Roundcube, etc.) to move the emails off of the server and onto your local device.
  3. We would suggest purchasing more space or upgrading to a different plan. This can be done in your Client Area (here: http://cp.hostek.com/) or by contacting us with Security Verification.
  • Note: All Incoming Email will be rejected by the server, meaning that the emails will be unrecoverable if this is the reason behind the issue.

MX Records

Setting up MX Records on Windows

One thing you could check if it's just an issue with receiving emails is to see if your MX records are set up correctly. Here are steps to see if your MX records are set up correctly:

  1. Go into DNS Editor in WCP.
  2. Click Add Record.
  3. Type mail beside Record Name.
  4. Beside Type put A.
  5. Beside Data put the IP Address that's set on what mail server you're on.
  6. Then click Save, and you have an A Record labeled mail.yourdomain.com.
  7. Then you click Add Record again.
  8. Leave Record Name blank.
  9. Beside Type put MX.
  10. Beside Data put mail.yourdomain.com.
  11. Then click Save, and you have an MX Record which points to mail.yourdomain.com.

Email Size Limit (Sending/Receiving)

For shared accounts, the limit for sending AND receiving is 30MB in size.

For VPS customers with SmarterMail, you can control the size of the sending limit to accommodate your needs.

Email Blacklist Management (VPS)

Blacklist check - VPS ONLY

Go to http://mxtoolbox.com/blacklists.aspx and use server's IP address. Make sure to click "Check All Blacklists" link.


Delisting from Comcast - VPS ONLY

URL: http://www.comcastsupport.com/Forms/NET/blockedprovider.asp

Steps:

  1. Fill out the forum correctly and accurately and click on the Submit tab.

To check for blacklist go to: http://mxtoolbox.com/blacklists.aspx


Delisting from AOL - VPS ONLY

Check IP reputation

Feedback loop application

Request for Removal URL: http://postmaster.aol.com/SupportRequest.php

Steps:

  1. Check the headers from the bounce and see what the error was.
  2. Once at the link above scroll down to the drop down and select Other Issues
  3. Click Next
  4. Find the error in the drop down menu and click Next.
  5. Fill out the Form with the information required. Use Support Email and phone numbers.
  6. In the Comments or Notes field, please let them know we have looked into it and taken care of the spammer or placed further filters. If we do not the IP will not be de-listed.

AOL will send an email saying they have received our request and that they will look into it.

Delisting from Barracuda - VPS ONLY

URL: https://www.barracudanetworks.com/support/

Steps: Support Ticket, Phone number, and Live chat can be found in the link above.

  1. Email/Phone Number will be listed under "Corporate Headquarters Support Office".
  2. Live Chat can be found on the right side of the screen floating.


Delisting from Live.com (Hotmail) - VPS ONLY


Delisting from Spamhaus-zen - VPS ONLY

When trying to remove our IP Address from this blacklist you can view the URL below which will tell you if the IP is currently blocked.

URL: http://www.spamhaus.org/lookup/

Steps: If the IP Address is listed then the search results for the IP will provide you with a URL to follow to get that specific IP de-listed. Follow the steps provided within the URL and make sure you provide them with a good description of the steps we have taken to ensure this does not happen again ( I.E. we removed the users that was sending spam, added some extra filters, ect. ).


Delisting from Yahoo - VPS ONLY

URL: http://io.help.yahoo.com/contact/index?locale=en_US&y=PROD_MAIL&page=contact

Steps:

  1. Use the following options after going to the link above:
    1. Mail
    2. Mail
    3. Postmaster
    4. SMTP Error - Blocked or delayed mail
  2. Fill out any forms that are required

SmarterMail - WebMail Functions

How to Create a Folder in SmarterMail

  1. Sign in to SmarterMail.
  2. Click on the Mail icon.
  3. Click on Actions (On the far-left side of the light-blue bar.)
  4. Click on New Folder.
  5. Name your folder.
  • You can access any folders you create by Clicking on the + button next to Inbox.

How to Preform a Mass Deletion in SmarterMail

  1. Sign in to SmarterMail.
  2. Click on the Mail icon.
  3. Select the appropriate inbox.
  4. Click on Delete.
  5. Select Delete All Messages in Folder.
  • If you want to save certain emails, please follow How to Move Emails to a Folder.

How to Move Emails to a Folder in SmarterMail

  1. Sign in to SmarterMail.
  2. Click on the Mail icon.
  3. Select the appropriate inbox.
  4. Tick all of the appropriate emails.
  5. Click on Actions (Above the Emails).
  6. Select Move.
  7. Specify the folder of choice (You might have to find it by Clicking on the + next to Inbox).

How to Set a Notification Profile

  • This will allow you to set any number of email address to receive very important System Administrator Notification emails.
  1. Sign in as the primary administrator email account (the default is the 'mailadmin@' user) in SmarterMail.
  2. Click on Settings (the gears icon).
  3. Expand Domain Settings.
  4. Click on Notification Profiles.
  5. You now have the option to create a New entry, Delete an entry, or Edit the default/existing entry.
  • These are the options you will have to choose from when setting a Notification Profile.
  1. Email Address(es) - The email address(es) to which notifications are sent.
    1. Enable - Select this option to enable email notifications.
  2. SMS Email Address(es) - The mobile device email address to which notifications are sent.
    1. Enable - Select this option to enable SMS notifications.
  3. Enable Reminders for all domain administrators - Select this option to send a reminder to all domain administrators when the event is triggered.

cPanel Email

Accessing Webmail

  1. Log in to cPanel ( or from http://www.yourdomain.com/webmail/ )
  2. Click on Webmail.
  3. Click on Go to Webmail Login.
  4. Choose one of the three available Webmail Programs: 1)NeoMail 2)Horde 3)SquirrelMail
  5. For this tutorial we will use SquirrelMail, but all three are fairly similar.
  6. From the main screen Click on Options. (From here you can change many settings within your Webmail.)
  • Note: You do not have to login to cPanel in order to access your Webmail.

Creating Folders and Sub-folders

  1. While in the Options menu, Click on Folders.
  2. Place the desired name into the box below the Create a Folder title.
  3. If you already have a folder created, you can use the drop-down menu right below the name box, to choose a sub-folder location.
  4. Click on Create.
  5. In order to see the new folder listed, Click on Refresh Folder List.
  • Note: You can create as many folders as you need.

Adding an Entry to the Address Book

  1. While in the Options menu, Click on Addresses.
  2. All of the fields are required, except for the 'Additional Information' box.
  3. Click Add Address

Composing Email

  1. While in the Options menu, Click on Compose.
  2. To select a Email Address from your Address Book, click on Addresses
  3. You can choose how to send them, by ticking the boxes beside: To, CC (Carbon Copy), or BCC (Blind Carbon Copy).
  4. Click on Use Addresses.
  5. Next, fill out your Subject and the body of the message.
  6. You can also send an attachment, just Scroll Down to the bottom of the page.
  7. Beside the Attach box, Click on Browse.
  8. Choose the file.
  9. Click on Add
  10. To complete everything, Click on Send on the bottom of the page.

Deleting and Moving Mail

  1. From your Inbox
  2. Tick the box next to the email(s) of choice.
  3. To trash your Email(s) Click on Delete.
  4. To place your Email(s) in a different folder, Click the drop-down menu and choose the folder you wish to move the Email(s) to.
  5. Click on Move

Create a POP Email Account in cPanel

  1. Login to cPanel.
  2. Click on Email Accounts.
  3. There will already be a Default POP Email Account listed.
  4. Fill out the boxes labelled: Email, Password, Password( Again).
  5. Be sure to choose the correct domain name (If you have Parked Domain and/or a Addon Domain) '@ drop-down menu' .
  6. You can set the Mailbox Quota Limit if you wish.
  7. Click on Create
  8. Click on No (This can be done later.)
  • From the Email Accounts page you can Access Webmail, Change Quota, Change Password, Configure Mail Client, and Delete.
  • Note: You can make as many POP Email Accounts as your Hosting Plan will allow.
  • Don't Forget to setup your POP Email Accounts in your preferred Email Client. (I.E. Microsoft Outlook, Mozilla Thunderbird, Eudora, etc.)
  • Here is our Video Tutorial on this: http://hostek.com/tutorials/cpanel-x3-popemail.html

Create a Default (Catchall) Email Address in cPanel

  • Logging in to cPanel.
  1. Click on Default Address.
  2. Enter the desired email address in the Forward to Email Address box.
  3. Now Click on Change.
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