Troubleshooting Email Problems

Frequently Asked Questions

Q: Is there a maximum message or attachment size?

A: The practical limit is about 10MB. Each ISP or mail provider has set their own maximum message size limits (GMAIL is limited to 10MB), but the practical limit is really based on the speed of your Internet connection. Large uploads will often time out due to preset time limits or network errors. If you have a large file to transfer, there are other ways of accomplishing the task using FTP (file transfer protocol) and web site upload/download features. Contact IA support for assistance.

Q: I get three copies of the same message. What’s wrong?

A: There are several possibilities, but the most common is that the message was downloaded to your mail client (i.e., Outlook) but a network error, timeout or software problem caused the download to abort before your PC could tell the server that it received the entire message. The server then tries to resend it. This can occur between mail servers during delivery, or when the message is being downloaded to your PC. Other possibilities: a corrupted mailbox index file on the server, and in rare cases a mail feedback loop, where a message is forwarded to a mailbox that is set to forward back to the original mailbox.

Q: My mail program says that it can’t connect to the server.

A: See our email troublshooting page Verify That You Can Reach the Service.

Q: I’m using IMAIL Webmail but it keeps logging me out, or timing out.

A: Make sure cookies are enabled on your browser. Webmail uses cookies to store session information and won’t work properly if they are disabled or blocked by your browser.

Q: I’m on the road and using a Wifi or hotel network, but I can’t send email.

A: Many ISPs and other providers block outbound mail to keep spammers from using their network.

  • First, try using our mail server for outbound mail – this requires setting the “server requires authentication” checkbox. See page 3 of our Outlook 2003 configuration guide for more information on how to do this.
  • Second, use our IMAIL webmail login temporarily, to send messages.
  • Third, try using the SSL encrypted method of sending mail. Not all ISPs block this method. See the screenshot below.

ssl-email

In Outlook, you can try setting your outgoing mail to use SSL on port 465. The port number might be different for your ISP.

Q: I’m not receiving messages from some people but other messages are coming through.

A: There are many possible causes:

  • The originating mail server has been blacklisted.
  • The messages sent to you contain a keyword or phrase, or URL that has been blacklisted.
  • The sender has been blacklisted.


Try sending a simple test message with no attachments and no URLs in the body, to see if it will go through. There are ways to check to see if a server is blacklisted, but the first thing to do is have the sender check with their ISP to try to trace the message through their mail server log files. It’s much easier to trace from the sending end, than try to work backwards from the receiving end.

Q: Some people are not receiving my messages but others are receiving them.

A: Similar to the last question, it’s possible that something in the content of your message is causing spam filters to blacklist or quarantine your messages. It’s also possible that there is a problem communicating with the recipient’s mail server.

Q: My incoming or outgoing messages are being delayed.

A: Again this can be caused by rate control filters or just a large volume of email to or from a mail server. Rate control is often imposed by a receiving mail server if it sees a large volume of mail coming from one source mail server or where it sees a high volume of messages that it classifies as spam. If you forward mail from your domain account (i.e., you@yourdomain.com) to an AOL or gmail account, and you receive a large volume of spam, the receiving mail server may decide that our server is the originator of the spam and will apply rate control limits. The only solution to this problem is to stop using forwards and read your mail directly from our server. Sometimes the problem is due to our Barracuda slowing down when lots of messages arrive or are being sent in a short period of time.

Q: I need to add or remove an email address.

A: You can add or delete mailboxes using our IMAIL web admin control panel, through your domain’s administrator account, or an account that has been granted administrator privileges. If you need assistance to get access to your admin account, contact us. We can add accounts for you on request, but there might be a service charge applied for doing so.

Q: Please forward my messages to an email address.

A: You can make these changes directly through our IMAIL web admin control panel.

Q: My messages are being returned with an error message.

A: If you receive a message from our outbound Barracuda anti-spam server that says your message could not be delivered, it will indicate the reason, which is often that the recipient’s email address is unknown or not capable of receiving email at this time. If you receive an error message that is due to a communication failure or error OTHER THAN that the recipient account doesn’t exist, please contact us. If the recipient account doesn’t exist, first verify that you have the correct email address and try resending.

Q: Recently I’ve started receiving a lot of spam.

A: This can occur for many reasons- if you publish your email address on a web page, if your address was harvested by spyware from someone’s address book, or if you aren’t using any spam filters and there is a global increase in spam messages. If you aren’t using a spam filter on your PC or our Barracuda anti-spam filtering service and would like to try it, please contact us for a free 30-day trial.

Q: How do I set up an out-of-office message?

A: IMAIL can be configured with a vacation message. Please login to the IMAIL web interface to add a vacation message.

Q: How do I whitelist certain messages?

A: If you’re using our Barracuda anti-spam service, you’ll receive daily quarantine reports by email. You can click on a message to have it delivered, whitelisted or deleted. Additionally after you’ve clicked through to the Barracuda website, you can configure your account and whitelist or blacklist individual email addresses.