Email Troubleshooting

We know that many of our clients rely on us for dependable, fast email service. If you need assistance setting up, sending or receiving email here is where you can find fast help. Before calling for support please have these answers available:

• Can you freely surf the internet or get to your website?
  If you cannot freely surf the internet the problem with the email is most likely in the internet connection. Be sure you are connected to the internet first, call your Internet Service Provider if your internet service is down.
  
  
• Is email available on other computers in the office? Or is the problem restricted to one computer?
  If the problem is at only one computer there is most likely a problem in the internal office network or a virus / worm at that computer preventing consistent email delivery. Please contact your computer technician to assist with this problem.
  
  In the meantime you should be able to access your email through our webmail application. Depending on which server your site is hosted on, you can access your email by going to either www.your-domain-name.com/webmail or webmail.your-domain-name.com . You'll need a username and password to access your email here.
  
  
• Is this a new email account? If so check to see if the option "my server requires authentication" has been selected. Call us for assistance in this area.
  
  
• Has your website recently moved to our server? Please be aware that when a site is moved to a new server it takes up to 72 hours for the new location to be fully detected around the globe. During this time, which is often referred to as propagation, email will be inconsistent but no mail will be lost completely. The email is simply "bouncing around the globe" looking for the new location.
  
  
• Can you receive but not send or send but not receive?
  Please make a note of any additional information you can give us about what happens when you try to send or receive and call us for support.
  
  
• What error message, if any, do you get when you try to send? Does the person trying to send you email get a "bounced" message?
  Call us for support.