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Email Issue Troubleshooting Process

Last updated on Feb 19,2025 |

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Email, Troubleshooting, Email Delivery, Troubleshooting, Email Delivery Issues

by A.H Ezam

Introduction

Email communication is a vital component of both personal and professional interactions. However, encountering issues such as undelivered messages, errors related to attachments, or difficulties in sending and receiving emails can significantly disrupt productivity. These challenges may stem from various sources, including user-specific settings, server configurations, network equipment, or broader systemic issues.

This comprehensive guide offers a structured approach to diagnosing and resolving common email-related problems. It is designed to assist users, IT administrators, and support personnel in efficiently identifying root causes and implementing effective solutions. The guide emphasizes the importance of detailed information gathering, such as error messages and system logs, to facilitate accurate troubleshooting and timely resolution.

Prerequisites

Access Credentials: Administrative access to email servers and user accounts.
Error Documentation: Collection of any error messages, codes, or screenshots related to the email issue.
Network Tools: Availability of tools to check network connectivity and IP status.
Security Software Awareness: Knowledge of any antivirus or firewall applications installed on user devices.

Step-by-Step Guide

Gather Error Information

Step 1: Gather Error Information

Collect Error Messages: Document any error messages or codes displayed when the issue occurs.
Check if Attachments are Involved: Some email providers restrict large attachments. Refer to this guide.
Note Any Recent Changes: Changes to email settings, software updates, or network configurations might be causing the issue.

Determine the Scope of the Issue

Step 2: Determine the Scope of the Issue

Single user issue: Device-specific or account-related problem.
Multiple users affected: Could indicate a server-related issue.
Intermittent issues: Possibly caused by network connectivity or spam filters.

Verify Email Client Settings

Step 3: Verify Email Client Settings

Ensure correct email settings in your email client:

IMAP Settings: Hostname: mail.yourdomain.com, Port: 993 (SSL) or 143 (non-SSL).
POP3 Settings: Hostname: mail.yourdomain.com, Port: 995 (SSL) or 110 (non-SSL).
SMTP Settings: Hostname: mail.yourdomain.com, Port: 465 (SSL) or 587 (TLS).

Refer to these guides for specific email clients:

Troubleshoot Single User Issues

Step 4: Troubleshoot Single User Issues

Check antivirus and firewall settings that may be blocking email access.
Try setting up the account in another email client (e.g., Outlook, Thunderbird).
Restart the modem or router to reset network connectivity.

Troubleshoot Multiple User Issues

Step 5: Troubleshoot Multiple User Issues

Ensure the email server has enough disk space and memory.
Check if the server’s IP is blacklisted. How to Solve Email Blocked by Gmail
Verify that email accounts have not exceeded storage quotas.
Check for spam activity. See How to Resolve Email Bounce-Back Error 550 (Classified as SPAM)

Seek Further Assistance

Step 6: Seek Further Assistance

If troubleshooting steps do not resolve the issue, contact support with the following details:

Description of the issue.
Screenshots of any error messages.
Email headers (if available) for failed emails.
Steps already taken to troubleshoot.

Contact support:

📧 Email: support@ipserverone.com
📞 Phone: +603 – 2026 1688

Conclusion

By following this troubleshooting guide, users can effectively diagnose and resolve common email issues, minimizing disruptions to communication. Regular maintenance of email settings, monitoring for security threats, and ensuring domain and server health will help maintain reliable email performance.

Should you have any inquiries about the guidelines, please feel free to open a ticket through your portal account or contact us at support@ipserverone.com. We’ll be happy to assist you further.