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.
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.
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 [mail.yourISP.com] 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.
Make sure that the email account's username does not contain any capital letters. So this is wrong - Me@mydomain.com and this is correct - me@mydomain.com
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.
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.
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.
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.
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.
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 "@domain.com" 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 "username@domain.com" 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 "my_domain.com" with the username "vancouver" and you are using the following login details:
incoming- & outgoing mailserver: mail.my_domain.com username: vancouver password:********
Then you would create a new email account in your CPanel called "vancouver", which then gets created as "vancouver@my_domain.com", so changing the login details to
incoming- & outgoing mailserver: mail.my_domain.com username: vancouver@my_domain.com password: *******
Then the "vancouver@my_domain.com" email address will work just fine again.
If you follow those steps then you will be able to use the email address again and it will work the same way as the default email account (regarding the "catch all" emails).