Email Issue Troubleshooting Process – FAQ

 

1. What should I do first when facing an email sending issue?

Start by collecting any error messages or screenshots related to the issue. These details will be crucial in identifying the problem.

 

2. How can I validate whether the issue affects only one user or all users?

To determine the scope of the issue:

• One user: If only one person is affected, this could indicate a local issue such as a device or account-related problem.
• All users: If multiple users are affected, the issue is likely server-wide or related to your email system configuration.

 

3. What steps should I follow if only one user is affected?

If the problem is limited to a single user, check the following:

• Antivirus or security software: Ensure that the antivirus or firewall on the user’s PC isn’t blocking email functions.
• Password issues: Verify the user’s password to ensure it’s correct.
• Account blocked: Try accessing the email account through webmail (e.g., via a browser). If webmail works, the issue is likely with the email client configuration or settings.

 

4. What should I do if all users are affected?

If the issue affects multiple users, investigate these potential causes:

• Email quota: Check if the email quota has been reached.
• IP blacklist: Confirm if your IP address has been blacklisted.
• Server mail issues: The server could be facing issues like running out of disk space or memory.
• Spam-related problems: The server might be sending out spam emails, causing delivery issues.
• Domain expiration: Ensure that the domain registration is up to date and hasn’t expired.

 

5. What should I check if neither one user nor all users are affected?

If the problem doesn’t specifically impact just one or all users, it could be due to issues with customer premises equipment:

• Third-party applications (e.g., firewalls, VPNs): These could be interfering with email traffic. Disable or configure them to allow email communication.
• Device or network issues: Local network equipment (e.g., routers) or device configurations could be causing the issue. Try restarting the device and network equipment and verify DNS and network settings.

 

6. What should I do if none of the troubleshooting steps resolve the issue?

If the issue persists after following all the troubleshooting steps, escalate it to a chat human agent  and email at support@ipserverone.com or for further investigation