EMAIL CONFIGURATION AND TROUBLESHOOTING
Email problems can be caused by several factors, so here is a simple step-by-step process to go through to identify where the problem lies. 90% of email issues reported to us relate to incorrect settings in Outlook or Mail – it is really important that these settings are correct – any errors will cause your email to malfunction. Specific problem areas are also detailed below.
Step by Step Guide to Trouble shoot Email
You Cannot Receive Email and have recently installed or configured a Firewall
You receive a Bounced Email Message saying: 'This is a temporary error and you do not have to resend the message'
You can receive but can’t send mail
Somebody has sent you an Email that has not Arrived
You get a message saying the Email you sent was Too Large for the remote SMTP server
E-Mail is taking a long time to arrive
Someone tries to email you and their mail bounces back with the message 'denied due to the inclusion of your IP...' (or similar)
You are receiving lots of 'undeliverable' (or bounce) messages for emails you haven't sent (to people you don't know!)
How to set up:
- Setting up Microsoft Outlook 2003
- Setting up Microsoft Outlook 2007
- Setting up Mail for Mac
- Setting up Outlook Express
- Mozilla Thunderbird
Step by Step Guide to Troubleshoot Email
Step 1. >> Check you are online - can you browse internet pages? It may seem obvious, but it's important to check. If you cannot browse internet pages you will neet to contact your Internet Service Provider.
Step 2. >> Check your webmail - assuming you can access the internet, go to:
http://webmail.yourhost.net.nz
Can you login using your email address and password? If you can, check whether you have emails in your inbox that are not displaying in your email client. If so, see Step 3; if not, check the other issues highlighted above and if none of these answer you questions, please contact us.
Send a test message from your webmail if you can, perhaps to personal email address if you have one. Also check the Junk or Spam folders for messages that have not been delivered to your email program.
Step 3. >> Check your email client settings. This may be a version of Microsoft Outlook, Apple Mail, Thunderbird, or some other application. These need to be exactly correct.
Please check your email client details using the following guides – if this doesn’t fix the problem, please lodge a support ticket by logging into your Client Control Panel above, or email support[at]yourhost.net.nz. Please include copies of any bounced email messages, and also check through the other highlighted issues prior to submitting a ticket as many problems can easily be resolved.
- Setting up Microsoft Outlook 2003
- Setting up Microsoft Outlook 2007
- Setting up Mail for Mac
- Setting up Outlook Express
- Mozilla Thunderbird
Here are some other problems and guidelines to resolving them. Please check through these prior to submitting a support ticket.
You Cannot Receive Email and have recently installed or configured a Firewall
Try receiving with the firewall temporarily turned off - if this works OK then consult the documentation for the firewall or contact the firewall vendor.
You receive a Bounced Email Message saying: 'This is a temporary error and you do not have to resend the message'
All this means is that we couldn't deliver the mail at the first attempt and we'll keep trying. You'll get another bounce message if we eventually give up. There is generally nothing we can do to speed up delivery, but if you do receive a final message telling you delivery has failed, please forward this to us at support[at]yourhost.net.nz
You can receive but can’t send mail
If you can receive email but not send it, then it is most likely that the problem relates to your ISP (Internet Service Provider) blocking access to our SMTP server. Some big ISPs, such as Xtra are known to do this and the practice is not uncommon as a precaution to prevent spam email being sent from their networks.
In this case please use your ISP's SMTP server for mail sending. Contact your ISP to get your SMTP server's address, or visit their website and search for "setting up email." Once you have the correct details (it should be something like smtp.yourisp.co.nz or mail.yourisp.co.nz), you need to change the appropriate settings for sending emails in your email client (Outlook, Mail, Thunderbird) and the problem ought to be resolved.
Somebody has sent you an Email that has not Arrived
- Has the email gone into your 'junk' folder? If you use Outlook and it has junked the email you can add the sender to the Outlook 'Safe Senders' list.
- You can also check your Junk email folders in your webmail system at http://webmail.yourhost.net.nz
- We only block emails passing through our mail servers in these situations:
- The email contained a virus.
- The senders email system is on the SpamHaus blocklist or has misconfigured settings.
- The email was marked as spam AND you asked us to block suspected spam.
- The senders address was added to your address blacklist (see our spam filter help page).
- Did the sender get a bounce message saying 'mailbox full'? See below if so.
- Did the sender get a bounce message saying your email address is on a blacklist? Please organise to forward us this email and we will advise on necessary steps.
- Remember, email shouldn’t get lost, but, sometimes it happens. Sometimes resending the message will work. If the original email included attachments, try sending one without the attachment.
You get a message saying the Email you sent was Too Large for the remote SMTP server
- The recipient may not have enough free space in their mailbox.
- Most ISPs impose a size limit on all messages. This can be as little as 1Mb, although 5 to 10Mb is more usual. There is nothing we can do to force a large message through in this case.
- Please contact us if you need help transferring large files.
E-Mail is taking a long time to arrive
- Do you have your email client set up to send and receive messages automatically?
- Email virus and spam scanning software can delay software – make sure you check your spam folders, and if necessary turn down your spam filters using these instructions.
Someone tries to email you and their mail bounces back with the message 'denied due to the inclusion of your IP...' (or similar)
- IP blocklists prevent junk email being accepted from known spammers. The sender or their ISP may be on the blocklist because they have allowed junk email to be sent from their equipment (knowingly or not). They should check the email and contact the relevant blocklist.
- If YOU receive an email like this, please inform us immediately using the Client Control Panel above, or email us at support[at]yourhost.net.nz.
You are receiving lots of 'undeliverable' (or bounce) messages for emails you haven't sent (to people you don't know!)
- Viruses and spammers can fake the 'from' address on emails they send out, sometimes using non-existent addresses but sometimes using the real addresses of innocent third parties. You may be unlucky enough to have your own email address used in this way.
- There is nothing we can do to block these messages.
- You may find the problem is worse if you have a catch-all email address - consider dropping the catch-all address.
- Unfortunately, your best option may be to create a new email address.
Below are step by step guides to making sure your email client is set up properly. Any inaccuracies in the settings will cause your email to malfunction. Most email problems we see relate to incorrect settings in email clients. If you still need help with your email, please let us know using the Client Control Panel or email us at support[at]yourhost.net.nz - as previously mentioned, please ensure you include copies of any bounced email messages you have received - this will help us identify and resolve the email issue as quickly as possible.
- Setting up Microsoft Outlook 2003
- Setting up Microsoft Outlook 2007
- Setting up Mail for Mac
- Setting up Outlook Express
- Mozilla Thunderbird
Setting up Microsoft Outlook 2003
This is a step by step guide to Microsoft Outlook 2003 setup. These are the details you need before you can setup your email in Outlook. (In all cases yourdomain.com means your domain name - so for example: abcbooks.co.nz) Also note, capitals Do Matter - don't use them unless specified in these intructions.
- POP3/IMAP/receiving server: mail.yourdomain.com
- SMTP or sending server: either
- mail.yourdomain.com, or
- Your ISPs sending (SMTP) server. You need to get this information from your Internet Service Provider. Often communication to third party SMTP servers will be blocked by your ISP in order to cut the amount of SPAM going out of their network. If this is the case, please replace 'mail.yourdomain.com' with your ISP's details - e.g. mail.yourisp.co.nz
- Email address: you@yourdomain.com
- Username: you@yourdomain.com
- Password: password you have chosen when the account was created or that we have supplied you with.
>> To setup a new account you need to click on Tools > E-mail Accounts.
>> Then choose Add a new email account and click Next.
>> Select either IMAP or POP3 and click Next. You can use either, but if you do not know which to use, please contact us to discuss your options. Please note that you can not use any other protocol in the list.
>> In the next step you need to fill in the account information as per the below screenshot. It is vital that all details are entered correctly.
>> Click More Settings and make sure that you have the correct settings as below.
>> In the General tab set your name and a reply email address. This is usually the same as your email address - but if you use multiple email addresses you may like to specify a different one here.
>> Under the Outgoing Server tab tick 'My outgoing server (SMTP) requires authentication' if you are using our server for sending, and set it to 'Use same settings as my incoming server'. If you are using your ISP's SMTP details check with them whether you require this option.
>> Under the Advanced tab: if you are using POP make sure that the port numbers are 110 and 25; if you are using IMAP, use 143 and 25. Make sure that nothing is ticked. If you are an Xtra customer you probably need to use port 587 for your outgoing SMTP server, if you use another ISP and port 25 doesn't work, please check with your ISP.
>> Then click OK and Finish - you are all done!
>> Send a test message to check everything is working. If not, check all the details you have entered are correct, and then go through the Trouble Shooting Guide at the top of this page.
Setting up Microsoft Outlook 2007
This is a step by step guide to Microsoft Outlook 2007 setup. These are the details you need before you can setup your email in Outlook. (In all cases yourdomain.com means your domain name - so for example: abcbooks.co.nz) Also note, capitals Do Matter - don't use them unless specified in these intructions.
- POP3/IMAP/receiving server: mail.yourdomain.com
- SMTP or sending server: either
- mail.yourdomain.com, or
- Your ISPs sending (SMTP) server. You need to get this information from your Internet Service Provider. Often communication to third party SMTP servers will be blocked by your ISP in order to cut the amount of SPAM going out of their network. If this is the case, please replace 'mail.yourdomain.com' with your ISP's details - e.g. mail.yourisp.co.nz
- Email address: you@yourdomain.com
- Username: you@yourdomain.com
- Password: password you have chosen when the account was created or that we have supplied you with.
>> Click on Tools > Account Settings.
>> Click New to add a new email account.
>> Then select Microsoft Exchange, POP3, IMAP, or HTTP and click Next.
>> Click Manually configure server settings or additional server settings in the bottom left corner and click Next.
>> In the next step you need to fill in the account information as per the below screenshot. It is vital that all details are entered correctly.
>> Click More Settings and make sure that you have the correct settings in this section.
>> In the General tab set your name and a reply email address. This is usually the same as your email address - but if you use multiple email addresses you may like to specify a different one here.
>> Under the Outgoing Server tab tick 'My outgoing server (SMTP) requires authentication' if you are using our server for sending, and set it to 'Use same settings as my incoming server'. If you are using your ISP's SMTP details check with them whether you require this option.
>> Under the Advanced tab: if you are using POP make sure that the port numbers are 110 and 25; if you are using IMAP, use 143 and 25. Make sure that nothing is ticked. If you are an Xtra customer you probably need to use port 587 for your outgoing SMTP server, if you use another ISP and port 25 doesn't work, please check with your ISP.
>> Then click OK and Finish - you are all done!
>> Send a test message to check everything is working. If not, check all the details you have entered are correct, and then go through the Trouble Shooting Guide at the top of this page.
Setting up Mail for Mac
This is a step by step guide to setting up Mail version 3.2 for Mac. To setup a new account you need to click on Mail > Preferences > Accounts.
In all cases yourdomain.com means your domain name - so for example: abcbooks.co.nz Also note, capitals Do Matter - don't use them unless specified in these intructions.This is the information you will need to fill in:
- Description: This is the name you want to give to this email account that will distinguish it from other accounts.
- Email address: This is the email address you have ready to set up.
- Full Name: You need to enter you name here. This is the name that will be displayed on the receiving end.
- Incoming mail server: This will always be mail.yourdomainname.com
- Username: This is your Admin username and it is same as your email address.
- Password: This is the password you have chosen when you first created this account or that we supplied you with.
- SMTP or sending server details: You may need to use your Internet Service Provider's SMTP servers. Often communication to third party SMTP servers will be blocked by your ISP in order to cut the amount of SPAM going out of their network. You will need to contact your ISP for these details, or you could try searching their website for 'email settings'.
>> If you need to use your ISP's SMTP settings, click the option below and add your SMTP details as instructed by your ISP.
>> After you have closed and saved this account the process should be complete!
Setting up Outlook Express
This is a step by step guide to setting up Outlook Express 6. These are the details you need before you can setup your email in Outlook. (In all cases yourdomain.com means your domain name - so for example: abcbooks.co.nz) Also note, capitals Do Matter - don't use them unless specified in these intructions.
- POP3/IMAP/receiving server: mail.yourdomain.com
- SMTP or sending server: either
- mail.yourdomain.com, or
- Your ISPs sending (SMTP) server. You need to get this information from your Internet Service Provider. Often communication to third party SMTP servers will be blocked by your ISP in order to cut the amount of SPAM going out of their network. If this is the case, please replace 'mail.yourdomain.com' with your ISP's details - e.g. mail.yourisp.co.nz
- Email address: you@yourdomain.com
- Username: you@yourdomain.com
- Password: password you have chosen when the account was created or that we have supplied you with.
>> To setup a new account click on Tools > Accounts.
>> Click on the Add button and select Mail.
>> Your Name: This is the name that will be displayed to the person who receives your email. Type in what you want to display and click Next.
>> Email address: you@yourdomain.com - No capitals. Input your email address here and click Next.
>> In the next step fill in the sending and receiving server information and click Next.
- Incoming mail server (POP3): mail.yourdomainname.com
- Outgoing mail (SMTP) server: mail.yourdomain.com, unless you need to use mail.yourisp.co.nz as per the above notes.
>> In this step you need to enter your username and password and click Next.
Username: This is the same as your email address - you@yourdomain.com
Password: This is the password you have chosen when you first created this account or supplied by us.
>> Finally, all you have to do is click Finish :)
Setting up Mozilla Thunderbird
This is a step by step guide to setting up Mozilla Thunderbird. These are the details you need before you can setup your email in Thunderbird. (In all cases yourdomain.com means your domain name - so for example: abcbooks.co.nz) Also note, capitals Do Matter - don't use them unless specified in these intructions.
- POP3/IMAP/receiving server: mail.yourdomain.com
- SMTP or sending server: either
- mail.yourdomain.com, or
- Your ISPs sending (SMTP) server. You need to get this information from your Internet Service Provider. Often communication to third party SMTP servers will be blocked by your ISP in order to cut the amount of SPAM going out of their network. If this is the case, please replace 'mail.yourdomain.com' with your ISP's details - e.g. mail.yourisp.co.nz
- Email address: you@yourdomain.com
- Username: you@yourdomain.com
- Password: password you have chosen when the account was created or that we have supplied you with.
>> Open Tools, then scroll down to Account Settings.
>> Click Add Account in the bottom right corner of the window .
>> Select Email Account and then click Next.
>> In the first box type your name as you wish it to be displayed on emails to others and your email address into the second box, click Next.
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>> Select either IMAP or POP3 and click Next. You can use either, but if you do not know which to use, please contact us to discuss your options.
>> Type your username into the provided box - this is your email address. Click Next.
>> Choose a name for the account you just created - this can be anything you like. Click Next.
>> Check that all the settings are correct, then click Finish.
>> Click the Get Mail button in the top right corner of Thunderbird.
>> When the prompt appears type your type your password into the box, if you don't wish to type your password in every time you check your email make sure you tick the little box below the password.
>> That's it, you are finished.
