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| | + | ==Email Troubleshooting== |
| | | | |
| | + | ===Starting Out=== |
| | + | If you'd like to set up your Mail Client for the first time or just a refresher course, please see this section here: [https://wiki.hostek.com/Email_Client_Setup_Tutorials Email Client Setup Tutorials] |
| | | | |
| − | ==Email Troubleshooting==
| |
| | ===Unable to Send Email=== | | ===Unable to Send Email=== |
| − | If you are unable to send email but can receive mail, then you will need to check the following: | + | If Incoming Email is working, but your Outgoing Mail seems to be failing, please continue with these steps: |
| − | #Make sure your email client has '''SMTP authentication enabled''' - be sure to use your entire email address as the username.
| + | |
| − | #Try changing your outgoing port to one of our '''alernate SMTP ports''': '''26''' and '''587''' <br />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.
| + | |
| − | #Clear out space for the new emails by deleting items in your '''Inbox''', '''Sent''', or '''Deleted''' folders.
| + | |
| − | #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.
| + | |
| − | #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:
| + | |
| − | #Go into DNS Editor in WCP.
| + | |
| − | #Click '''Add Record'''.
| + | |
| − | #Type '''mail''' beside Record Name.
| + | |
| − | #Beside Type put '''A'''.
| + | |
| − | #Beside Data put the IP Address that's set on what mail server you're on.
| + | |
| − | #Then click '''Save''', and you have an A Record labeled mail.'''yourdomain'''.com.
| + | |
| − | #Then you click '''Add Record''' again.
| + | |
| − | #Leave Record Name blank.
| + | |
| − | #Beside Type put '''MX'''.
| + | |
| − | #Beside Data put mail.'''yourdomain'''.com.
| + | |
| − | #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:
| + | |
| − | #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'''
| + | |
| − | *http://postmaster.aol.com/Reputation.php
| + | |
| − | | + | |
| − | '''Feedback loop application'''
| + | |
| − | | + | |
| − | *URL: http://postmaster.info.aol.com/SupportRequest.FBL.php
| + | |
| − | **Note: this does NOT apply to shared hosting accounts. We alread have setup a feedback loop for the Outbound IP Address of our mail servers.
| + | |
| − | | + | |
| − | '''Request for Removal'''
| + | |
| − | URL: http://postmaster.aol.com/SupportRequest.php
| + | |
| − | | + | |
| − | Steps:
| + | |
| − | # Check the headers from the bounce and see what the error was.
| + | |
| − | # Once at the link above scroll down to the drop down and select Other Issues
| + | |
| − | # Click Next
| + | |
| − | # Find the error in the drop down menu and click Next.
| + | |
| − | # Fill out the Form with the information required. Use Support Email and phone numbers.
| + | |
| − | # 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.
| + | |
| − | | + | |
| − | #Email/Phone Number will be listed under "Corporate Headquarters Support Office".
| + | |
| − | #Live Chat can be found on the right side of the screen floating.
| + | |
| − | | + | |
| − | | + | |
| − | ===Delisting from Live.com (Hotmail) - VPS ONLY===
| + | |
| − | | + | |
| − | *Go to https://support.msn.com/eform.aspx?productKey=edfsmsbl2&ct=eformts&scrx=1 and fill out the delistment form
| + | |
| − | | + | |
| − | *For addtional information on hotmail failed delivery codes: http://mail.live.com/mail/troubleshooting.aspx
| + | |
| − | | + | |
| − | | + | |
| − | ===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:
| + | |
| − | # Use the following options after going to the link above:
| + | |
| − | ##Mail
| + | |
| − | ##Mail
| + | |
| − | ##Postmaster
| + | |
| − | ##SMTP Error - Blocked or delayed mail
| + | |
| − | # Fill out any forms that are required
| + | |
| − | | + | |
| − | | + | |
| − | ==SmarterMail - Addon Domains==
| + | |
| − | With our Windows Unlimited account, you can add multiple domains that are your domains. Since all the domains in the account apply to a single account holder, each added add-on domain will be setup as a Domain Alias in SmarterMail.
| + | |
| − | | + | |
| − | Example, if you have domain1.com as the main domain, and you add domain2.com as another domain in the account, all email functions via WCP will be done via the domain1.com management interface. If you setup an email account John.Smith@domain1.com then you will be able to send and receive via John.Smith@domain2.com also. These would not be separate email accounts; they would be one in the same.
| + | |
| − | | + | |
| − | If you need separate email accounts, meaning like sales@domain1.com and sales@domain2.com going to different people, then you would need a separate hosting account or a reseller account.
| + | |
| − | | + | |
| − | ==SmarterMail - WebMail Functions==
| + | |
| − | ===How to Create a Folder in SmarterMail===
| + | |
| − | #Sign in to '''SmarterMail'''.
| + | |
| − | #Click on the '''Mail''' icon.
| + | |
| − | #Click on '''Actions''' (On the far-left side of the light-blue bar.)
| + | |
| − | #Click on '''New Folder'''.
| + | |
| − | #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===
| + | |
| − | #Sign in to '''SmarterMail'''.
| + | |
| − | #Click on the '''Mail''' icon.
| + | |
| − | #Select the '''appropriate''' inbox.
| + | |
| − | #Click on '''Delete'''.
| + | |
| − | #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===
| + | |
| − | #Sign in to '''SmarterMail'''.
| + | |
| − | #Click on the '''Mail''' icon.
| + | |
| − | #Select the '''appropriate''' inbox.
| + | |
| − | #Tick all of the '''appropriate''' emails.
| + | |
| − | #Click on '''Actions''' (Above the Emails).
| + | |
| − | #Select '''Move'''.
| + | |
| − | #Specify the '''folder''' of choice (You might have to find it by Clicking on the '''+''' next to '''Inbox''').
| + | |
| | | | |
| − | ===How to Set a Notification Profile===
| + | #Make sure your email client has '''SMTP Authentication''' enabled. |
| − | *This will allow you to set any number of email address to receive '''very''' important '''System Administrator''' Notification emails.
| + | ##You'll need to input the entire email accurate by going to your WebMail interface. (i.e. '''<nowiki>http://mail.yourdomainexample.com/</nowiki>''' or '''<nowiki>http://yourdomainexample.com/webmail/</nowiki>''') |
| − | #Sign in as the primary administrator email account (the default is the ''''mailadmin@'''' user) in '''SmarterMail'''. | + | #Try changing your Outgoing SMTP Port [from 25] to one of these '''alternate SMTP ports''': '''26''' and '''587'''. |
| − | #Click on '''Settings''' (the '''gears''' icon). | + | ##Sometimes ISPs (''Internet Service Providers'') will block the default SMTP port (''25''), so it is necessary to change the port number. |
| − | #Expand '''Domain Settings'''.
| + | #Ensure that '''Encryption''' / '''SSL''' is set to '''None''' or that it is simply off. |
| − | #Click on '''Notification Profiles'''. | + | ##If you need to use '''SSL''', please see this section here: [https://wiki.hostek.com/SSL_(Secure_Email) SSL] |
| − | #You now have the option to create a '''New''' entry, '''Delete''' an entry, or '''Edit''' the default/existing entry. | + | #The '''Outgoing''' and '''Incoming''' MailServers should be '''exactly''' the same (if you are using our MailSystem). |
| − | *These are the options you will have to choose from when setting a '''Notification Profile'''.
| + | ##Please see the section below to further recognize your MailServer) |
| − | #'''Email Address(es)''' - The email address(es) to which notifications are sent. | + | |
| − | ##'''Enable''' - Select this option to enable email notifications.
| + | |
| − | #'''SMS Email Address(es)''' - The mobile device email address to which notifications are sent.
| + | |
| − | ##'''Enable''' - Select this option to enable SMS notifications. | + | |
| − | #'''Enable Reminders for all domain administrators''' - Select this option to send a reminder to all domain administrators when the event is triggered.
| + | |
| | | | |
| − | ==cPanel Email== | + | ===MailServer=== |
| − | ===Webmail in cPanel===
| + | Here are examples of what your MailServer should resemble: |
| − | *'''Accessing Webmail'''
| + | |
| − | #Log in to '''cPanel''' ( or from http://www.yourdomain.com/webmail/ )
| + | |
| − | #Click on '''Webmail'''.
| + | |
| − | #Click on '''Go to Webmail Login'''.
| + | |
| − | #Choose one of the three available Webmail Programs: '''1)NeoMail 2)Horde 3)SquirrelMail'''
| + | |
| − | #For this tutorial we will use '''SquirrelMail,''' but all three are fairly similar.
| + | |
| − | #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'''===
| + | |
| − | #While in the '''Options''' menu, Click on '''Folders'''.
| + | |
| − | #Place the desired name into the '''box''' below the '''Create a Folder''' title.
| + | |
| − | #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.
| + | |
| − | #Click on '''Create'''.
| + | |
| − | #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'''
| + | |
| − | #While in the '''Options''' menu, Click on '''Addresses'''.
| + | |
| − | #All of the fields are required, except for the 'Additional Information' box.
| + | |
| − | #Click '''Add Address'''
| + | |
| − | ==='''Composing Email'''===
| + | |
| − | #While in the '''Options''' menu, Click on '''Compose'''.
| + | |
| − | #To select a Email Address from your Address Book, click on '''Addresses'''
| + | |
| − | #You can choose how to send them, by ticking the boxes beside: '''To''', '''CC (Carbon Copy)''', or '''BCC (Blind Carbon Copy)'''.
| + | |
| − | #Click on '''Use Addresses'''.
| + | |
| − | #Next, fill out your '''Subject''' and the body of the message.
| + | |
| − | #You can also send an attachment, just '''Scroll Down''' to the bottom of the page.
| + | |
| − | #Beside the '''Attach''' box, Click on '''Browse'''.
| + | |
| − | #Choose the file.
| + | |
| − | #Click on '''Add'''
| + | |
| − | #To complete everything, Click on '''Send''' on the bottom of the page.
| + | |
| − | ==='''Deleting and Moving Mail'''===
| + | |
| − | #From your '''Inbox'''
| + | |
| − | #Tick the box next to the email(s) of choice.
| + | |
| − | #To trash your Email(s) Click on '''Delete'''.
| + | |
| − | #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.
| + | |
| − | #Click on '''Move'''
| + | |
| − | *Here is our Video Tutorial on this: http://hostek.com/tutorials/cpanel-x3-webmail.html
| + | |
| | | | |
| | + | #'''<nowiki>mail.yourdomainexample.com</nowiki>''' |
| | + | #'''<nowiki>mail##.hostek.com</nowiki>''' |
| | + | #'''<nowiki>mail##.ezhostingserver.com</nowiki>''' |
| | + | ##"ezhostingserver.com" is our Reseller friendly Alias. |
| | + | *Note: That the '''##''' in our examples here represent real numbers of real servers. |
| | | | |
| − | ===Create a POP Email Account in cPanel=== | + | ===Message Size Limit=== |
| − | #Login to cPanel.
| + | For accounts using our Shared Plans, the Max Message Size Limit [sending AND receiving] is 30MB. This may or may not be the reason that your attachment or email cannot send. |
| − | #Click on '''Email Accounts'''.
| + | |
| − | #There will already be a '''Default POP Email Account''' listed.
| + | |
| − | #Fill out the boxes labelled: '''Email''', '''Password''', '''Password( Again)'''.
| + | |
| − | #Be sure to choose the correct domain name (If you have Parked Domain and/or a Addon Domain) ''' '@ drop-down menu' '''.
| + | |
| − | #You can set the '''Mailbox Quota Limit''' if you wish.
| + | |
| − | #Click on '''Create'''
| + | |
| − | #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=== | + | ===MX Records=== |
| − | *Logging in to cPanel.
| + | One thing to check, especially if it's an issue with receiving emails, is to see if your MX Records are set up correctly to use our MailSystem. |
| − | #Click on '''Default Address'''.
| + | * Here is how for [https://wiki.hostek.com/WCP_(Windows_based_Control_Panel)#MX_Records Windows] and [http://hostek.com/tutorials/whm11_mx.html cPanel/Linux] |
| − | #Enter the desired email address in the '''Forward to Email Address''' box.
| + | |
| − | #Now Click on '''Change'''.
| + | |
| − | *'''Note:''' All emails sent to an address you have not defined, will go to the email address you enter.
| + | |
| − | *Here is our Video Tutorial on this - http://hostek.com/tutorials/cpanel-x3-catchall.html | + | |
| | | | |
| − | [[Category:Misc-Email]] | + | [[Category:Tutorials]] |
| − | [[Category:VPS]]
| + | |
| − | [[Category:Windows]]
| + | |
| | [[Category:Email]] | | [[Category:Email]] |
| | + | [[Category:Mail Client]] |
| | + | [[Category:iOS]] |
If you'd like to set up your Mail Client for the first time or just a refresher course, please see this section here: Email Client Setup Tutorials
If Incoming Email is working, but your Outgoing Mail seems to be failing, please continue with these steps:
For accounts using our Shared Plans, the Max Message Size Limit [sending AND receiving] is 30MB. This may or may not be the reason that your attachment or email cannot send.
One thing to check, especially if it's an issue with receiving emails, is to see if your MX Records are set up correctly to use our MailSystem.