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TROUBLESHOOTING EMAIL PROBLEMS |
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A QUICK CHECK LIST TO HELP RESOLVE EMAIL PROBLEMS
Define the nature of the problem.
- Is the problem Email software / Login related?
Unable to login with email software
Unable to login via WebMail
- Is the problem email delivery related?
Mail bouncing, undeliverable, returned
Email software related
problems...
- Verify that you are online. Can you access
www.acmeinternet.com
?
- Make sure you've entered your username and password
correctly in your email client software (Outlook,
Messenger, etc.) It wouldn't hurt to retype your password
since you cannot see it. Verify your username as well.
Check to make sure you are using the correct case (UPPER
CASE or lower case).
- Try accessing your email account via the
WebMail Server
AND your email client software. If you can't gain
access using either method, it may be a username/password
issue.
- If WebMail login works, but your email software
does not - compare your email software settings
against the posted screen capture
examples.
- Write down any error messages you get when
trying to access your email account. Include the
name and version of your email software and the exact text
of all error message if you need to contact technical
support, This will greatly speed up the troubleshooting
process if this information is included.
Email Delivery
Problems...
- Is the problem with incoming our outgoing mail?
- Is email bouncing for a particular email address
or all addresses at your domain?
- Do you have more than one email account
configured in your email client software?
There could be a conflict with another account you have
setup in your email software.
- New customers: Has your domain name transferred
to Acme Internet?
- New customers: Has your old ISP removed your
domain from their email and DNS servers and
completely removed all outdated references to your
domain from all servers on their network?
- Existing customers: Has your domain name expired?
- Can you collect several copies of bounced mail
messages to forward to technical support?
Don't forget to include full email headers with routing
information intact if possible.
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