Can't send or receive emails

If you are unable to send or receive emails, it could be due to a variety of reasons including issues with your email client settings, server issues, or network problems. Here’s a step-by-step guide to help you troubleshoot and resolve the issue:

Troubleshooting Steps

1. Verify Email Account Settings:

• Incoming Server (IMAP/POP3):
  • Ensure that the server name, port number, and encryption method (SSL/TLS) are correctly set.
• Outgoing Server (SMTP):
  • Check the server name, port number, and encryption method.
  • Ensure that SMTP authentication is enabled and the username and password are correct.

2. Review Error Messages:

• If you receive specific error messages when attempting to send or receive emails, note the exact wording. This can provide clues to the underlying issue.

3. Log in to Webmail:

• Access your email account via webmail (e.g., http://yourdomain.com/webmail). If you can log in and see your emails here, the issue is likely with your email client configuration.

4. Check Mailbox Quota:

• Ensure that your mailbox has not exceeded its storage quota. If it has, delete unnecessary emails or increase your quota via cPanel.
• Log in to cPanel: Open your web browser and go to your cPanel login page.
• Navigate to Email Accounts: In the “Email” section, click on “Email Accounts”.
• Check Quota: Find your email account and check the storage usage. If it’s full, click “Manage” and increase the quota if possible.

5. Examine Spam/Junk Folders:

• Check your spam or junk email folders to see if incoming emails are being incorrectly classified as spam.

6. Server Status and Maintenance:

• Check with your email provider or hosting service for any known outages or maintenance activities that might be affecting email services.

7. Check DNS Settings:

• Ensure that your domain’s DNS settings, including MX (Mail Exchange) records, are correctly configured.
• Use tools like MXToolbox to verify your DNS records.

8. Email Client Troubleshooting:

• Outlook:
  • Go to File > Account Settings > Account Settings. Select your email account and click “Repair” or review the settings.
• Thunderbird:
  • Go to Tools > Account Settings and review the server settings under both “Server Settings” and “Outgoing Server (SMTP)“.

9. Try Another Device or Client:

• If possible, try accessing your email on another device or using a different email client. This can help determine if the issue is specific to one device or client.

Additional Steps for Common Issues

Authentication Errors:

• Error Message: “Authentication failed” or similar.
• Solution: Re-enter your email account password. Ensure that the correct username and password are being used for both incoming and outgoing servers.

Connection Timeouts:

• Error Message: “Connection to server timed out” or similar.
• Solution: Check the port numbers and ensure they match your email provider’s recommended settings. Increase the timeout settings in your email client.

Blocked Ports:

• Solution: Some ISPs block certain ports (like 25, 465, 587 for SMTP). Check with your ISP or switch to a different port for SMTP.

SSL Certificate Issues:

• Solution: If you receive errors about invalid SSL certificates, check that the SSL settings match those provided by your email host and ensure the date and time on your device are correct.

Example Configuration Settings

• Incoming Server (IMAP):

  • Server: imap.yourdomain.com
  • Port: 993 (SSL) or 143 (non-SSL)
  • Username: your full email address
  • Password: your email password

• Incoming Server (POP3):

  • Server: pop.yourdomain.com
  • Port: 995 (SSL) or 110 (non-SSL)
  • Username: your full email address
  • Password: your email password

• Outgoing Server (SMTP):

  • Server: smtp.yourdomain.com
  • Port: 587 (TLS) or 465 (SSL)
  • Username: your full email address
  • Password: your email password
  • Authentication: Enabled

If you have followed all these steps and still cannot send or receive emails, contact our support team.