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Email Troubleshooting

The following information will help you troubleshoot your email settings and provides answers to common errors you may encounter when connecting to your email account.

Troubleshoot settings

Email settings in some programs such as outlook express have changed for some clients, if your email program is not responding correctly when attempting to retrieve emails from our servers you may need to make these adjustments.

Having email issues ?

Try these steps:

1a.

If using Outlook express or similar program try checking settings off and back on again, this sometimes resolves issues. If that fails to resolve the issue, try:

1b.

Remove the email account from Outlook express or similar program, Then set it up again using Standard settings -

  • incoming pop3 mail.yourwebsitename.com
  • outgoing smtp mail.yourwebsitename.com
  • incoming pop3 server Port 110
  • outgoing smtp server Port 25 My Server
  • Requires authentication ticked YES!
  • Log On using secure password authentication ticked NO!

2.

Can your ISP actually reach our servers?

To confirm that the mail server is online and responding you can perform the following:

On your computer

  • from the 'Start' button click 'Run'
  • type in 'telnet yourdomain.com 25'

You should receive something to the effect of:

 

"220-servername.domain.com ESMTP Exim 3.35 #1 Thu, 23 May 2002 22:31:23 -0400 220-We do not authorize the use of this system to transport unsolicited, 220 and/or bulk e-mail."

 

This confirms there are "no problems" with the SMTP server.

 

To confirm the POP server is online and responding:

From the 'Start' button click 'Run' Type in 'telnet yourdomain.com 110' You should receive something to the effect of:

 

"+OK POP3 [DarkORB cppop 1.2] at [66.197.198.81]"

(yourdomain.com)

 

This confirms the POP server is online and there are "no problems" with the POP server.

 

To confirm the IMAP server is online and responding:
  • From the 'Start' button click 'Run'
  • Type in 'telnet yourdomain.com imap'

You should receive something to the effect of:

 

"* OK [CAPABILITY IMAP4REV1 LOGIN-REFERRALS STARTTLS AUTH=LOGIN] nsurl.com IMAP4rev1 2001.315rh at Sun, 15 Feb 2004 21:25:29 -0700 (MST)"

 

If the above tests prove ok, then the issue lies with your ISP connection to our server and you might try changing your outgoing smtp server port to 26 from 25 resolves some sending issues.
In Outlook express go to -

Tools / Accounts / Properties / Advanced

Change the Outgoing smtp port number from 25 to 26 Retry now.

 

3.

Try changing your incoming pop3 server, smtp outgoing mail server settings or both to use your local ISP's routing.
In outlook express go to -

Tools / Accounts / Properties ( of the email account your having the issue with ) / Servers

Change the incoming or outgoing mail server name from mail.yourdomain.com to mail.yourisp.com (find out the setting from your ISP ).

 

4.

Try Using IMAP as an alternative which connects directly to our servers.

Open Outlook Express.

Click 'Tools' from the menu at the top of the screen, then click 'Accounts' Click the 'Add' button to the right then click 'Mail' The 'Your Name' window displays.

On the 'Display Name' line type your real name and then click the 'Next>' button. This displays the 'Internet E-mail Address' window. Click 'I already have an e-mail address I'd like to use' to select it, then on the 'E-mail Address' line type in your pilot e-mail address in the format: admin@digitalhost.net Then click the 'Next>' button.

This displays the 'E-mail Servers' window. This is where you will tell the computer specific information about the mail server. Fill in the information as below -

  • My Incoming mail server is a IMAP Incoming mail server:
    yourdomain.com (example digitalhost.net)
  • Outgoing mail server:
    yourdomain.com
  • Click the 'Next>' button. The 'Internet Mail Login' window displays. On the 'Account Name' line type your user name.
  • On the 'Password' line type in your password.
  • Click the 'Next>' button.
  • Click the 'Finish' button to complete the wizard and begin using Outlook Express.
  • Finally click Properties of this account and ensure 'My Server Requires Authentication' is checked. NOT 'My Server Requires Password Authentication'

Still Having Issues?

Webmail is a direct connection to your email accounts here http://www.yourwebsite.com/webmail

Login -
Username: username@yourwebsite.com
Password: password of the particular email account your checking.

Troubleshoot error messages

I can't send out any email!
  • Make sure that you check your email immediately before sending any.
  • If your email client has a checkbox for "SMTP Authentication", check it, we have it.
  • If you are behind a firewall, we may be unable to authenticate you. If you have a personal firewall, try lowering the security.
  • If you're on Microsoft Outlook, sometimes it just hangs.
  • Call your ISP and ask if they block people sending through remote SMTP's. Some are doing that, though relatively few.
  • Use your ISP's SMTP server. In your email client, put the SMTP server that you use to send out your ISP email, and your email will still appear with your domain name and your domain name as a reply-to if you set it up properly. Also see below.
The connection to the server has failed. Account: 'youraccount', Server: 'www.yourdomain.com', Protocol: SMTP, Port: 25, Secure(SSL): No, Socket Error: 10060, Error Number: xx800CCC0E.
  • You are on a an ISP (such as Earthlink or Mindspring) that blocks or has begun to block their users using any SMTP server other than their own. Your solution is as follows:
  • To set up Earthlink, Mindspring, or your ISP's SMTP servers for your outgoing email you must click on your account settings in the email client you are using (Outlook Express, Eudora, Netscape etc.)
  • In the Outgoing Mail Server (SMTP) field you will enter smtp.earthlink.net (or whatever your dial up or direct access ISP's SMTP server is) as your SMTP server. You must then enter your Earthlink (or your ISP's) username and password for that mail server.
  • In Outlook Express it is at the bottom of that same tab. You will check off "My server requires authentication" and you'll click on "settings" to enter your Earthlink (or your ISP's) username and password.

Your email will still be from your own domain name, the only difference is in the way it is routed throughout the Internet. Instead of being sent through our servers it is processed through Earthlink (or your ISP's) servers. This allows Earthlink (or your ISP) to monitor its users.

My password doesn't work.
  • Make sure that you're logging in with a lowercase user id and a case sensitive password.
  • Make sure you are logging in to your domain name, not digitalhost.net. You should reference your domain name for everything, and if you don't you may be trying to get in the wrong machine, or worse, someone else's mail.
  • Submit a support ticket to reset your password if all else fails.
Outlook: The host 'yourdomain.com' could not be found. Please verify that you have entered the server name correctly. Account: 'yourdomain.com', Server: 'yourdomain.com', Protocol: POP3, Port: 110, Secure(SSL): No, Socket Error: 11001, Error Number: 0xx00CCC0D.
  • The incoming mail server is incorrectly typed.
  • Change the incoming server (POP3) to: 'domain.com'
Outlook: There was a problem logging onto your mail server. Your Password was rejected. Account: 'yourdomain.com', Server: 'yourdomain.com', Protocol: POP3, Server Response: '-ERR Password failed for email1', Port: 110, Secure(SSL): No, Server Error: 0xx00CCC90, Error Number: 0xx00CCC92.
  • The POP3 account name is typed incorrectly.
  • The POP3 password is typed incorrect.
Outlook: The connection to the server has failed. Account: 'yourdomain.com', Server: 'yourdomain.com', Protocol: POP3, Port: 11, Secure(SSL): No, Socket Error: 10061, Error Number: 0xx00CCC0E.
  • It is using the wrong port number.
  • Go to Tools > Accounts> Mail> Properties> Advanced. Change the incoming server (POP3) port number to 110.
Outlook: The connection to the server has failed. Account: 'yourdomain', Server: 'yourdomain', Protocol: POP3, Port: 995, Secure(SSL): Yes, Socket Error: 10061, Error Number: 0x800CCC0E.
  • Outlook Express is trying to use SSL.
  • Go to Tools > Accounts> Mail> Properties> Advanced. Uncheck the option to use Secure(SSL).
Outlook: Unable to logon to the server using Secure Password Authentication. Account: 'yourdomain', Server: 'yourdomain', Protocol: POP3, Server Response: '-ERR Command unknown: AUTH', Port: 110, Secure(SSL): No, Server Error: 0xx00CCC90, Error Number: 0xx00CCC18.
  • Outlook Express is setup to use Secure Password Authentication.
  • Go to Tools > Accounts> Mail> Properties> Servers. Uncheck the option for Secure Password Authentication .
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