1: Is the Customer/Client connected to the internet? If not, connect and retest. If they are connected, ask them to shut down their mail client software and then SHUT DOWN their computer.
2: Check to see if domain is actually resolving. Go to the site and see if it’s up and running. An expired domain name or other site issue may be the cause.
Try to Ping to the domain or run a WHOIS test using centralops.net to find if the domain is still active, server is online or not etc.,
3: Check their email account with Webmail. Use their webmail interface to test/check the email account.
Are you able to login and check messages with webmail? If you can’t login, it’s an indication that your email address or password has been typed incorrectly or wrong.
Note: Both fields are case sensitive.
If you can login and check mail, the server is working properly and there are four possibilities of why you cannot pick it up with your mail client.
4: Check if the client receiving problems only while trying to send emails with any specific attachment types. May be the mail server could have set some restrictions on those attachment types
5: There are a few issues typically caused by Microsoft Outlook itself. Therefore, test their email account in another mail client such as Outlook Express, Mail, Windows Live Mail, Thunderbird (free from Firefox), Etc from our end.
DO NOT SKIP THIS STEP.
It only takes a few minutes and is essential in the trouble shooting process.
If their email works in another mail client, the mail server is working and it is a local email client issue (Outlook) or a local computer issue.
6: Then double check all the settings in their email client. A single wrong setting can cause email failure. Most support calls are simply wrong settings in the mail client software.
7: Check whether they have typed the correct user name, password etc.,
8: Double check the SMTP Server Setting in your mail client program.
9: Make sure that “my server requires authentication” option is checked and “use same settings as my incoming mail server” – in some scenarios this could vary.
10: Check the SSL option as per the settings relevant to that maibox/mail server
11: Check if Port 25 is being blocked by theISP. ISP’s have started doing this as an attempt to prevent spam. Therefore, we have a workaround. Under Advanced Settings you will find the option to change your SMTP server port number. Try changing it to 587 or any other customized port number accepted by the respective mail server
12: Check if their IP address is blacklisted in the DNSBL or DNS Blacklist. This could be caused from a variety of reasons. You will need tocheck their local PC’s/internets Public IP address and determine if there is an issue. You can get your IP address by going to http://www.whatsmyip.org/
Next, go to http://www.dnsbl.info/ and run a scan on it. Also, check it at http://www.mxtoolbox.com/blacklists.aspx
If their IP is showing up on one of these lists, please fill out the form at the bottom of this page and we will try to help you resolve this issue. Please note that this is not an issue with our server, it is a third party issue that must be resolved with your ISP , the specific site black hole database you are listed in, or both..
13: To better diagnose the problem, you’ll need to run a telnet test, which will check that your computer can contact to the SMTP servers. If you’re running Windows
- Do not restart, Shut Down.
- Restart after a minute or so.
- Test Again.
- Some Anti-Virus programs act as proxy server and can lock up.
- This also helps clear Outlook caching issues.
2: Check to see if domain is actually resolving. Go to the site and see if it’s up and running. An expired domain name or other site issue may be the cause.
Try to Ping to the domain or run a WHOIS test using centralops.net to find if the domain is still active, server is online or not etc.,
3: Check their email account with Webmail. Use their webmail interface to test/check the email account.
Are you able to login and check messages with webmail? If you can’t login, it’s an indication that your email address or password has been typed incorrectly or wrong.
Note: Both fields are case sensitive.
If you can login and check mail, the server is working properly and there are four possibilities of why you cannot pick it up with your mail client.
4: Check if the client receiving problems only while trying to send emails with any specific attachment types. May be the mail server could have set some restrictions on those attachment types
5: There are a few issues typically caused by Microsoft Outlook itself. Therefore, test their email account in another mail client such as Outlook Express, Mail, Windows Live Mail, Thunderbird (free from Firefox), Etc from our end.
DO NOT SKIP THIS STEP.
It only takes a few minutes and is essential in the trouble shooting process.
If their email works in another mail client, the mail server is working and it is a local email client issue (Outlook) or a local computer issue.
6: Then double check all the settings in their email client. A single wrong setting can cause email failure. Most support calls are simply wrong settings in the mail client software.
7: Check whether they have typed the correct user name, password etc.,
8: Double check the SMTP Server Setting in your mail client program.
9: Make sure that “my server requires authentication” option is checked and “use same settings as my incoming mail server” – in some scenarios this could vary.
10: Check the SSL option as per the settings relevant to that maibox/mail server
11: Check if Port 25 is being blocked by theISP. ISP’s have started doing this as an attempt to prevent spam. Therefore, we have a workaround. Under Advanced Settings you will find the option to change your SMTP server port number. Try changing it to 587 or any other customized port number accepted by the respective mail server
12: Check if their IP address is blacklisted in the DNSBL or DNS Blacklist. This could be caused from a variety of reasons. You will need tocheck their local PC’s/internets Public IP address and determine if there is an issue. You can get your IP address by going to http://www.whatsmyip.org/
Next, go to http://www.dnsbl.info/ and run a scan on it. Also, check it at http://www.mxtoolbox.com/blacklists.aspx
If their IP is showing up on one of these lists, please fill out the form at the bottom of this page and we will try to help you resolve this issue. Please note that this is not an issue with our server, it is a third party issue that must be resolved with your ISP , the specific site black hole database you are listed in, or both..
13: To better diagnose the problem, you’ll need to run a telnet test, which will check that your computer can contact to the SMTP servers. If you’re running Windows
- Open the Start menu, and select Run.
- Enter command in the Open: field, and click OK.
- Enter ‘telnet mailservername portnumber,’ and hit Enter, Example : telnet mail.servermanagement24x7.com 25
- If its connecting then it indicates that the connection from the PC to the mail server is clear.
- Close the prompt window.
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