Knowledgebase: E-Mail
Troubleshooting email accounts.
Posted by Sam Nexus on 23 August 2008 02:38 AM

Checking Outgoing Services - Customer and Nexus tests
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1. Ask the customer to open the command prompt ( Start > Run > cmd)

2. The first thing that we want to do is check if the domain resolves

type : nslookup domain.com

example output should be similar to

C:\Users\admin>nslookup nexus.net.pk
Server:  ns.nayatel.com
Address:  58.65.175.74

Non-authoritative answer:
Name:    nexus.net.pk
Address:  72.249.151.81

If the domain does resolve. Verify it resolves to a valid Nexus server (check ip from the list of Nexus servers)

An error would show up like

C:\Users\admin>nslookup nexus.ne
Server:  ns.nayatel.com
Address:  58.65.175.74

*** ns.nayatel.com can't find nexus.ne: Non-existent domain

if the domain does not resolve, there is a problem with the domain. Either it is not registered or there is a problem with the servers DNS records.


3. Verify that the smtp server connects. Open command prompt (Start > Run > cmd) type :

telnet domain.com 25

Successful output should be similar to the output below or a similar welcome message

220-psi.hostingmadeeasy.com ESMTP Exim 4.69 #1 Fri, 22 Aug 2008 11:28:12 -0500
220-We do not authorize the use of this system to transport unsolicited,
220 and/or bulk e-mail.

If there is no response or timeout, on the customers end, it means that there may be an internal network problem in the customers local network or a problem with the customers internet connectivity. Ask the customer to contact his isp or network administrator.

If there is no response at our end as well, contact senior admins.

4. If all the above tests pass, setup the mail account in outlook or thunderbird and try and send email. Troubleshoot accordingly.

Checking Incomming Mail Services - Customer and Nexus tests
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1. Ask the customer to open the command prompt ( Start > Run > cmd)

2. The first thing that we want to do is check if the domain resolves

type : nslookup domain.com

example output should be similar to

C:\Users\admin>nslookup nexus.net.pk
Server:  ns.nayatel.com
Address:  58.65.175.74

Non-authoritative answer:
Name:    nexus.net.pk
Address:  72.249.151.81

If the domain does resolve. Verify it resolves to a valid Nexus server (check ip from the list of Nexus servers)

An error would show up like

C:\Users\admin>nslookup nexus.ne
Server:  ns.nayatel.com
Address:  58.65.175.74

*** ns.nayatel.com can't find nexus.ne: Non-existent domain

if the domain does not resolve, there is a problem with the domain. Either it is not registered or there is a problem with the servers DNS records.

3. check that the pop3 server is live and connects (telnet domain.com 110). Successful output should be similar to the output below or a similar welcome message

+OK Hello there.

If there is no response or timeout, on the customers end, it means that there may be an internal network problem in the customers local network or a problem with the customers internet connectivity. Ask the customer to contact his isp or network administrator.

If there is no response at our end as well, contact senior admins.

3. Send a test mail to the account. See if it is delivered. If it is not, check the mail servers que -- you may need to contact senior admins so they can check the mail que for the number of messages and troubleshoot any smtp service errors.

4. If mail fails with a quota error, check the mail accounts quota.

On UNIX there are always two quotas that you need to check and ensure that there is enough space in both.

1. The email account quota (from the control panel domain.com/cpanel > Email Accounts or Add/Remove Email Accounts)

2. The total account quota (domain.com/cpanel : Disk Space Usage or request support to look into this via WHM).

On Windows check the accounts quota from webmail (domain.com/webmail/ )

If there is a quota issue, increase the specific accounts email space or if account is running out of space, ask the customer to upgrade his package.

5. If there is still an error, contact senior admins