Troubleshooting Email

Often times we find that our clients may not have the proper email settings configured on their devices.  In a nutshell, the settings below are what your device(s) should be used to connect to our mail server.

• Username: user@yourdomain.com (your full email address).
• Password: use whatever password you were assigned.
• Incoming Mail Server:  Use mail.yourdomain.com (replacing yourdomain.com with your domain name).
  • Use SSL on port 993 (IMAP) or port 995 (POP)
• Outgoing Mail Server:  Use mail.yourdomain.com (replacing yourdomain.com with your domain name).
  • Use SSL on port 465
  • “My outgoing (SMTP) server requires authentication” – Yes

One of the most common issues we see is users accidentally getting blocked by our server’s firewall. This is a very easy fix and is not a cause for alarm. We have strict security measures in place to help keep our clients safe and secure, but sometimes these strict settings report false positives and real people get blocked as a result. Common signs of this being the case is if your whole office/location seem to be unable to send and receive mail, and possibly not being able to view your website.

If you think you were accidentally blocked, please contact our support team to resolve this issue.

If you have not received any new mail in recent days, and this is abnormal email behavior, your inbox is likely full.  People who try to email you while your inbox is full will receive a bounce-back message saying that “the recipient’s inbox is full”.  Sometimes, a full inbox can also prevent you from sending emails as well.

If you suspect that your inbox might be full, please call our support department at 717-859-3250 x5 for assistance resolving this problem.

Most likely the undeliverable mail will contain a message of why it was returned. If it says something about mailbox being full, follow the steps directly above. If it says something about being blacklisted, we don’t accept email from senders who are on known blacklists. If it is some other message about being blocked, try and get the bounced back message to us. Then we can help troubleshoot it further.

If it continues on to say “A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:”, then the email address you tried to send to was invalid or blacklisted. You must correct the recipients email address or let them know they may be blacklisted.

If the bounce back message contains other stuff you are not sure about, please forward it to support@webtek.cc so we can troubleshoot the message.