Email Troubleshooting

Verify That You Can Reach The Service

First, if you’re using Windows, try the following. Start a DOS Command Prompt. It’ll be in your Start->Programs menu as “DOS Prompt” or “Command Prompt”:

Command Prompt Icon

Type the command “ping www.yourdomain.com” inserting your website address after the ping command:

Ping Screenshot

This may or may not work, depending on the type of connection you have. If you’re behind a firewall, it might fail because of your firewall configuration.

Next, try to use telnet to access the SMTP or POP server. If you’re having trouble sending mail, proceed to the next section. If you’re having trouble receiving mail, skip to the POP mail section.

SMTP or Outbound Mail

First determine which mail server you’re using for outgoing mail. You can do this by looking in the configuration section of your mail client. Look for a field that says “SMTP” or “Outgoing” mail. The value might be something like mail.mydomain.com or a number like 204.27.195.166.

NOTE: You should always use the mail server provided by your ISP (Internet Service Provider), not the Information Analytics mail server.

You can test the outgoing mail server to make sure it answers. Using the address you found for your SMTP or Outgoing mail server, run the TELNET program included with Windows:

Select Start then “RUN”

Run Screenshot

Next, type in the command “telnet 204.27.195.166 25” where you must insert the name or address of your mail server where you see 204.27.195.166. Make sure you enter a space followed by the number 25 after the mail server address.

Telnet Screenshot

If this works, you will see something like this:

Telent Screenshot

If it doesn’t work, the connection attempt might time out or give you an error message. This indicates that you aren’t able to reach the mail server, or it’s rejecting your connection attempt.

There are several possible reasons for this. First, if you’re entering a name like mail.mydomain.com it could be a DNS name resolution problem that is preventing you from resolving the name into a numeric address. Second, if the connection times out, you might be entering an incorrect address. Third, if you get an error message saying that your connection is rejected, your ISP has not configured their mail server to allow you access.

If it works, this means you were able to successfully connect to your mail server. If you still can’t send mail, you should contact your ISP or outgoing mail provider for assistance.

After running this test, you can terminate the telnet session by selecting “Connect” from the menu and then click on “Disconnect”.

POP or Incoming mail

You can test the incoming mail server to make sure it answers. Using the address you found for your POP or Incoming mail server, run the TELNET program included with Windows:

Select Start then “RUN”

Run Screenshot

Next, type in the command “telnet 204.27.195.166 110” where you must insert the name or address of your mail server where you see 204.27.195.166. Make sure you enter a space followed by the number 110 after the mail server address. also, if you’re using the ImaP protocol instead of POP, this test will indicate possible problems but there could be other issues that would affect your ability to connect.

Telnet Screenshot

If this works, you will see something like this:

Telnet Screenshot

If it doesn’t work, the connection attempt might time out or give you an error message. This indicates that you aren’t able to reach the mail server, or it’s rejecting your connection attempt.

After running the above test, you can terminate the telnet session by selecting “Connect” from the menu and then click on “Disconnect”.

If it works, this means that you were successfully able to connect to the POP server. If your mail client still won’t retrieve mail, you could be accessing the account with the wrong username or password.

For most of our clients, we use what’s called a virtual mail domain, which uses a shared machine address. In order for your mail client to talk to the server, you must enter your user or pop account name in the username field of your mail client, but you must also include your domain name that tells the mail server which domain you belong to.

For example, if your domain name happened to be mydomain.com and your mailbox name is “jane”, your pop account username would be:

jane@mydomain.com or jane%mydomain.com

Please check your mail client configuration to make sure this is included. If you still can’t check mail, and get a password error, or if you’ve lost your password, we can reset it for you. If you or someone in your office has access to our IMAIL web configuration system, you might be able to change this password yourself.

Another possible reason why you can’t access mail is if your last connection timed out and the mail server hasn’t released the lock file on your mailbox. If this happens, there’s nothing we can do but wait about 5 minutes for it to release the lock on its own.

Sometimes mailboxes get corrupted. We can initiate a mailbox rebuild if this happens.

Occasionally a message is received that contains content that confuses the mail server. Your mail client will start downloading messages but will always stop at one message and refuse to download the rest. You can delete bad messages through the web control panel.

If none of these tests are helpful in determining your problem, please contact us at 402-477-8300.