Email Troubleshooting Guide

Here's a brief troubleshooting guide to setting up email. 99% of all email issues result from improper settings on the client's email program. Be sure to follow through this troubleshooting guide, before you submit a ticket to the helpdesk.


Troubleshooting Step 1

Make sure that the domain that is having email issues, has not expired. If the domain registration has expired, you won't have email access for that domain.


Troubleshooting Step 2

Some ISP's actively block port 25 to other servers other than their own. The symptom of this would be a Time out when attempting to connect to our smtp server via your ISP's connection.

What should you do? Contact your ISP first to establish this if you are getting time out messages and the connection is not being made to our servers.

If your ISP is blocking port 25, then we can enable exim to run on another port, or you can simply change your outgoing mail [SMTP] to your ISP's mail server [] in order for you send mail through your ISP. Call your ISP for exact SMTP server values. Also disable outgoing mail authentication incase you are using your ISP's SMTP servers.


Troubleshooting Step 3

Make sure that the email account's username does not contain any capital letters. So this is wrong - and this is correct -


Troubleshooting Step 4

If you are having problems sending email to a specific domain, which is on another server than your account that you are sending the email from, make sure that you have not setup that domain on the same server that you are sending from.


Troubleshooting Step 5

Make sure that the domain having email problems, is fully propagated and using the correct nameservers for their DNS. You cannot use email before the domain is propagated.


Troubleshooting Step 6

Make sure that the domain that is having email issues, has enough disk space assigned to it. If your domain is over its allotted disk space, then this will cause email issues. You can check to see the domain's disk space by accessing your WHM >> "Quota Modification" and then raise the disk space on that domain, if you have to.


Troubleshooting Step 7

Also make sure that the email account has enough email disk space assigned to it. This is the amount of disk space that you have created your email account with. So check in your Cpanel >> "Mail Management" >> "POP Email Accounts" >> then click on the Edit Quota link [could be different for different cpanel skins] >> then add more disk space there.


Troubleshooting Step 8

Make 100% sure that you have not edited the username or the domain name for that domain, in the "Modify an Account" feature, in your WHM. If you did edit the username or domain name, using that feature, you will have problems with certian aspects of that domain, such as email. We will need to delete that domain and you will have to recreate it.

If this applies to you, then send a ticket into the helpdesk and ask for us to delete that domain that you modified, so you can recreate it. If you have MySQL databases etc, you will need backups.


Troubleshooting Step 9

If you or your clients are experiencing email related problems such as:

- unable to login via webmail - unable to send emails - unable to receive emails (sender gets a bounced message)

AND you or your client are using the main account to send/receive emails, which is the default account that only uses the username without the "" part.

The problem is that this default account is supposed for the internal system usage. It can work as a normal email account as well, but in most cases it will result in above mentioned problems, that's why we don't recommend using the default email account directly.

If you are already using the account but don't want to switch to a new email address then you can simply do the following:

1.) create a new email account in your CPanel and name it like the accounts username
2.) configure your mail client software to use "" instead of only "username" in order to avoid any mix ups
3.) setup the default address to foward to this new email address

Example: You have a domain on server called "" with the username "vancouver" and you are using the following login details:

incoming- & outgoing mailserver: username: vancouver password:********

Then you would create a new email account in your CPanel called "vancouver", which then gets created as "", so changing the login details to

incoming- & outgoing mailserver: username: password: *******

Then the "" email address will work just fine again.

If you follow those steps then you will be able to use the email address just fine again and it will work the same way as the default email account (regarding the "catch all" emails).


Questions and Answers Regarding Email:

Question: What happens to mail when the server is down - is it returned to sender or lost?

Answer: Mail Transfer Agents (MTA) on the internet will continue trying to deliver mail to your domain if your server is down, or if the domain is over its resources and unreachable. Some MTAs will notify the sender if not able to deliver an email within an hour however they will continue to retry the delivery. How long an MTA tries is configurable but most will try anywhere from 3 to 7 days. If after that time, the email is still undeliverable the MTA will give up and notify the sender of the failure.

Question: How to block all mail to an e-mail address?

Answer: Making individual addresses fail:
If you wish to block all e-mail going to an e-mail address, simply create a forwarder for that address that forwards to:

Please note that you must have the colons on both sides of the word fail for it to work.

Making the default/catchall address fail:
This method also works if you wish to make the default address (also known as the catch-all address) fail. Putting :blackhole: as the default address will make all e-mail addressed to an e-mail address/alias (that you have no made a pop3 account or forwarder for) fail.

keywords: block bounce mail fail :fail: blackhole :blackhole: spam forward forwarder

Question: How do I setup email for OUT LOOK EXPRESS?

Answers: ++++++++++++++For Outlook Setting+++++++++++++++

-- First, select "Tools" and then "Accounts" from the Outlook Express menu bar.
-- Next, click on the "Add" button on the right side of the new popup window, and then "Email".
-- Now you see a window. Type in the first and last name of the person for whom this new email account is to be setup for. Then click "Next"
--In the next windows type the ENTIRE email address associated with this new account. This is what people will see when they receive an email sent from this new account. It is also the email address that is used when they click "reply" to your email.
--The first item should by default be "POP3". Leave it that way.
-- Incoming Mail Server (also called POP3 Server). This field should be
-- Outgoing Mail Server (also called SMTP server). Depending on who you use for your Internet Access, this field is normally going to be the same as the POP3 server like Your SMTP server requires authentication. Make sure that you enable that in the settings. Use the same values as your incoming mail server for SMTP authentication.

NOTE: If your Internet provider requires that you use THEIR SMTP server, be sure to enter that in this field and NOT one associated with your domain name. You can confirm this by calling your ISP.

-- Account name: Type your entire email address for this new account. If you only enter "johndoe", it will not work.
-- Password: Type the password that was setup for this account.
-- Remember password: This is generally a usefull option. It allows email to be checked continually, without requiring you to type your password each time that Outlook Express checks for new mail.