Troubleshooting email problems Print

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If you have having problems with email, please provide the following information in your ticket so that the issue can be resolved as soon as possible.

Receiving problems

  • What is the domain that is having problems. E.g. 'mdg-it.com.au'
  • Are all mailboxes on this domain having problems? I.e. is the issue localised to e.g. john.parker@mdg-it.com, or is it affecting any @mdg-it.com address ?
  • What happens to messages sent to the affected mailbox?
    • Does the sender receive a bounce email with an error?
    • If so, what is this error message?
  • Are you able to retrieve mail from the mailbox in question?
    • If not, how are you trying to retrieve mail (webmail, POP3, IMAP), and what settings are you using (URL/hostname, username, port)?
    • Are you able to get a successful login when trying to retrieve mail? If not, what error message do you see, or do you get a timeout?
    • If you are able to get a successful login, are any messages downloaded?

Sending problems

  • Are you having problems sending messages from mailbox in question?
    • If so, how are you trying to send messages (SMTP, webmail)?
    • What settings are you using (URL/hostname, username, port)
    • What exactly happens when you try to send mail (error message, timeout)?

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