Knowledgebase

Firstly check to see the server status. 

HTTP refers to web browsing :: FTP refers to File Transfer :: POP refers to eMail and all should show:
If any server has an issue there is no need to raise a ticket, technicians are already aware and resolving the issue.

You should also be aware of the factors affecting the Internet

The following troubleshooter format will help you diagnose/isolate any problems with accessing or sending your e-mail.

Only after following these steps should you raise a ticket and include the answers to questions at the bottom of this page in Step 7. This helps us to establish whether the issue lies with your local computer/network, your ISP, the Internet in general or our network. Understandably if you raise a ticket before knowing the answers to the following technicians will need you to return here and establish the outcomes of the following tests so they can assist.

More often than not, problems with sending and receiving e-mails occur as a result of problems outside of SupplyLink, either with mis-configurations of e-mail clients, or, extremely commonly, because of spam abuse etc., ISPs blocking mail ports. 
The following methods will help to diagnose, and in most cases, solve your problem.

Firstly we assume that you have setup an email account in your web hosting package, if not then this is the first step to be completed and then if the email account does not work then commence the following:

-= Step 1: Verifying connectivity with mail sever =-

The first step in diagnosing e-mail problems is to verify that your computer is able to connect to your outgoing port on the mail server. To do this in Windows, conduct the following steps:

If you’re a Windows XP (and previous) user, go to “Start” and “Run” and type “cmd” in the command line. If you’re using Vista, use the “Start Search” dialog box and type “cmd” and hit enter. Don’t include the quote marks when typing cmd. Mac users, please go to Applications and then Utilities and double click on Terminal.

Now that you have a command line, use the following example to access your mail server.

6) Press Enter

If the output displayed is something similar to:

then your computer is able to connect to the mail server. 

7) To quit the Telnet prompt, type "quit" and press Enter to disconnect from the mail server. 
If your computer was able to connect to the mail server via Telnet? (i.e. was output displayed, similar to that shown above?) 

No (Go to Step 2) Yes (Go to Step 3)

-= Step 2: Checking if your ISP is blocking port 25 =-

If you cannot connect via telnet on port 25, do the following, and see if port 26 is working:

1.) Click Start
2.) Choose Run
3.) In the pop-up box, enter the word (without quotes) "Command" and hit OK.
4.) A box will pop up, indicating something similar to "Microsoft (R) Windows DOS." You will also see a Command Prompt.
5.) Type (without quotes) telnet mail.yourdomainnamehere.com.au 26 (of course substituting your domain where indicated)
6.) Press Enter

If you see something similar to:

220-We do not authorize the use of this system to transport unsolicited,
220 and/or bulk e-mail.

then this means that you will be able to connect to the mail server, but must reconfigure your e-mail client to utilize port 26 rather than port 25. 
To do this, proceed to Step 4


-= Step 3: Checking your e-mail client configuration =-

If you are able to connect to the mail server using telnet, but still cannot send and/or receive e-mail, you should verify your e-mail client is properly configured. The following steps assume you are running a current version of Microsoft Outlook Express. For other e-mail software, please consult that software's documentation on mail configuration.

-- Generally --

You will want to ensure that your e-mail client is configured to connect to your specific mail server (generally your hostname). The specific mail account you will want to access will generally be one previously created by you. If you are unsure if the actual e-mail account is properly set-up, please see Step 5.

-Tip- When configuring your e-mail client, you can try appending, at the end of your username, @yourdomain.com.au (substituting for your specific domain). This often resolves many set up issues.

-- Specifically, in the case of Outlook Express --

To verify your e-mail configuration, complete the following steps:

1.) Launch Outlook Express
2.) When Outlook has started, click Tools.
3.) Choose Accounts.
4.) A pop-up box will be displayed that has multiple tabs. If the Mail tab is not selected, click on it.
5.) Depending on your e-mail configuration, you may have anywhere from one to several accounts listed. Locate the account whose configuration you are checking, and make sure it is selected.
6.) Click the Properties button.
7.) Another pop-up box will be displayed, showing the General configuration of the account. Ensure the box "Include this account when receiving mail or synchronizing" is checked. (If it is unchecked, click on it.)
8.) Click on the Servers tab.
9.) Under "Server Information," ensure that both the Incoming (POP3) and Outgoing (SMTP) servers are set to mail.yourdomainhere.com.au (substituting your domain where indicated)
10.) Under "Incoming Mail Server," ensure your Account Name is username@yourdomainhere.com.au (of course substituting the username to the username of the account in question, and substituting your domain where indicated). Make sure "Log on using Secure Password Authentication" is NOT checked.
11.) Ensure the correct password is in the Password box.
12.) Ensure the option "Remember Password" is checked. (If it is unchecked, you will generally want to click on it.)
13.) Ensure the option "My server requires authentication" is checked. If it is unchecked, click on it.
14.) Click the Settings button next to "My server requires authentication."
15.) Another pop-up box will be displayed, entitled "Outgoing Mail Server." Generally, you will want to "Use same settings as my incoming mail server"
16.) Click OK to close each pop-up box. When you are returned to the Accounts pop-up box, click Close.

At this point, you can try verifying if your e-mail client is working properly. If so, you have successfully reconfigured your e-mail client. If not, proceed to:


-= Step 4: Adjusting your e-mail configuration to use Port 26 =-

If you are unable to connect to the mail server via telnet on Port 25, but can connect on Port 26, you simply need to adjust your mail account connection settings to utilize Port 26. The following steps indicate how to do so in Microsoft Outlook Express:

1.) Launch Outlook Express
2.) When Outlook has started, click Tools.
3.) Choose Accounts.
4.) A pop-up box will be displayed that has multiple tabs. If the Mail tab is not selected, click on it.
5.) Depending on your e-mail configuration, you may have anywhere from one to several accounts listed. Locate the account whose configuration you are checking, and make sure it is selected.
6.) Click the Properties button.
7.) Choose the Tab that reads "Advanced."
8.) Change the Outgoing Mail (SMTP) Server Port number to 26 (it is usually 25).
9.) Click OK to close the pop-up box. When you are returned to the Accounts pop-up box, click Close.

At this point, you can again check to see if your e-mail client is working properly. If it is, you have successfully reconfigured your e-mail client. 
If not, verify your configuration as indicated in Step 3, above. 
If that does not solve the problem, continue to Step 5. 


-= Step 5: How to troubleshoot error messages that you receive when try to send and receive e-mail in Outlook and in Outlook Express =-

Click on the following link: http://support.microsoft.com/kb/813514 and complete the steps detailed by Microsoft 
If that does not solve the problem, continue to Step 6. 

-= Step 6: Check Your Mail Box Allocation - Box May be Full  =-

Login to your cPanel account via the Support Centre using your supplied login details previously sent in your Welcome letter. If you have lost/misplaced the Welcome letter you can have this information resent to your registered email address.
After cPanel login click on Mail and check that the mailbox is not full. If the box is full you will need to increase the allocated space then download your emails and the if required return the mailbox size to the original capacity.

-= Step 7: Opening a Support Ticket  =-

If all the above is correct then open a Support Ticket and ensure you explain that you have used the Troubleshoot and include the following information:
1) Can you telnet from your location?  For details see Step 1 above.  Yes - No?
2) Have you checked with your ISP re port 25?  For details see Step 2 above.  Yes -No?
3) Have you checked the email client configuration? Yes - No  Is it correct?  Yes - No?
4) Have you shut down your computer and re-started?  Yes - No?
5) Have you turned off your modem for at least 10 minutes to start a new Internet connection session?  Yes - No?
6) What is the email client being used?  Outlook?  Please advise? 
7) What is the error description and error # that is being provided by the email client?  Please detail?
8) The email account?
9) The login?

When we receive this information we may be better able to assist.

Thanks and regards
Support Team

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