Email Documentation

Troubleshoot Your Mail Program

Software Updates

You should visit your preferred email client’s website to obtain all the upgrades and latest versions if possible.

 Here is a list of the most common email clients and their support links:

Email Client Settings

Open your email client and go into your email account settings. Follow this link and choose your email client, then verify your settings with the How To steps.

Make sure the following fields are correct:

POP3 server             pop.yourdomain.com
SMTP server             smtp.yourdomain.com
Username              username@yourdomain.com
Password               yourpassword

Replace yourdomain.com with the name of your domain.  Replace username with the name of your username.  Replace yourpassword with the password that you were assigned.

The instructions below are for Outlook and Outlook Express only.

Make sure Log on using Secure Password Authentication (SPA) is unchecked.

Click on More settings and then click the Outgoing Server tab.  My outgoing server (SMTP) requires authentication should be checked and the option Use same settings as my incoming mail server should be chosen.

Click on the Advanced tab and make sure the POP3 port is 110 and SMTP is either 25 or 2525.  Port 2525 are for those users who's ISP is blocking port 25.

In other email clients, one of the most important things is that your email client supports using authentication while sending emails.  The above list of email clients are known to support this SMTP authentication feature.

Save any of the changes you made.

Troubleshooting

Double Check the instructions for re-configuring your mail program, step by step, to make sure you didn’t miss anything.  Missing a step is the most common mistake people make.

You should verify your username and password spellings.

Make sure that you turn off the virus-checking of outgoing mail that may be enabled by your antivirus software.  Refer to your antivirus software documentation for instructions.

If you are using ISPs that are known to block outgoing port 25, you are encouraged to try port 2525 for SMTP.  [Link]  

If port 2525 does not work, try using your ISP’s outgoing mail server.  When you obtain this information, replace your smtp.yourdomain.com with their SMTP address.

Are you behind a firewall at an office location or running personal firewall software?  If the firewall is at an office, you should speak with the person responsible for your office internet network.  If you are running firewall software on your own computer, try turning it off.

Can you ping the mail server?  For Windows, click Start, Run then type in command and hit the Enter key.  You should get a black window that will accept typing inputs.  Type in ping smtp.yourdomain.com and you should get a reply.  If you are getting timed out errors, this means there are network problems.  If you get replies, then you should try this next testing method. Type in telnet smtp.yourdomain.com 25.  If you get several lines showing that you are connected, hold down the CTRL key and hit the ]  (right hand bracket) character to disconnect then type in quit  then the Enter key. However, if telnet does not connect, this means that something is blocking your computer from connecting to the mail server.  Type in exit and hit the Enter key to close the black command window or you can just click on the X at the top right corner of the black command window to close it.

If you fail to connect to our mail server, you should contact the person who is responsible for your internet network.  If you are the person who is responsible for this internet network or you are connecting from your home, you should contact a computer or network technician for assistance. We do not provide support for your network or computer workstations.

If you were successful connecting to our mail server with telnet, then you can rule out your ISP as the problem and continue on.

Check with the other employees and see if their email accounts are working properly. If their accounts are working properly and yours is not, it is possible that your computer is the culprit.  If everyone’s email accounts are not working, it is possible that the issue is with our mail server.

Log in to the webmail system and send one someone a test email and ask this person to reply to your test email to confirm that our internal mail system is functioning properly.  If this fails, please contact us. See the list below for information we need to help troubleshoot your email problems.

If the testing email is successful via the webmail, then your email client may be the problem.

If you are getting any error messages from your email client, please refer to the support website of this email program to find out what is causing those error messages. If after this, you are still not sure what to do to resolve your email problems, please see the list below for information we need to help troubleshoot your email problems.

Still having problems?

If all the above steps fail, we may be able to help you with problems that are beyond the scope of this documentation.  Please use our support form and provide us a brief summary of what you have tried and what you know is not working.

In the Questions/Comments box, please provide us with the following information.