TROUBLESHOOTING SMTP (OUTGOING) MAIL ISSUES


If you have followed the instructions in Video Tutorials 48, 49 or 50 and are still having trouble sending mail and you have verified that the "My Server Requires Authentication" button is checked in your email client, such as Outlook, Outlook Express, Thunderbird, Windows Live Mail, etc, then you're ISP might be blocking you from sending mail through our service.


To verify that this is the problem follow these steps...


WINDOWS USERS ONLY (we are unable to provide support on this particular issue for MacOS users at this time)

 

  1. Click the Start Menu and select "Run", type "cmd" (without the quotes) and click "OK")
    Windows Vista users will simply enter "cmd" in the "Start Search" box and click the search icon.
      
  2. A black box will appear and you will see your cursor blinking in it.  It doesn't matter if there is anything before the blinking cursor just start typing wherever it is and type the following:
     
    telnet smtp.yourdomain.com 25
      
                Telnet screen
     
    Then hit "Enter" or "Return" on your keyboard
     
    Windows Vista users may have to install Telnet client first before they can use this feature.  By default, Vista doesn't install the Telnet client, so you'll need to do the following:
    1. Click Start then select Control Panel
    2. Select Programs and Features
    3. Select Turn Windows features on or off
    4. Select the Telnet Client option
    5. Click OK, this may take several minutes, we've seen it take up to 5 minutes to finish installing and you will think the computer is stuck and isn't working.  Just be patient and eventually it will finish.
    6. A dialog box will appear to confirm installation.  Then telnet command show now work, so return to step 1 of the testing procedure.
        
  3. If you are able to get past your router and ISP then you will something similar to the following showing that you were able to connect.  If this happens then you are able to connect to us and you need to go back and verify your email settings.
      
     
  4. Telnet succeeded on port 25 connection
       

  5. If you receive a timeout message after a long delay, similar to the screenshot below, then either your ISP is blocking the connection or your router is blocking it.  So, you'll need to contact your ISP to find a solution.  You may have no choice but send email through them.  If you contact them, ask them why they are blocking port 25 for all domains except their own and maybe they will fix it, but chances are the person you're on the phone with won't have the authority to do that.
      
      
  6. Telnet failed on port 25 connection
       

  7. Alternative option... repeat the steps above replacing "25" with "587".  Some Internet Service Providers like Verizon are changing their requirements to for all outgoing mail to go through port 587 instead of port 25.  This may not be the case 100% of the time, but worth a try.  NOTE: This option is only available with our Premium Email Services.