Interactive E-mail Troubleshooter

Interactive E-mail Troubleshooter

More often than not, problems with sending and receiving e-mails occur as a result of problems outside of Net Logistics, either with misconfigurations of e-mail clients, or, extremely commonly, as a result of ISPs blocking mail ports. This tutorial will help to diagnose, and in most cases, solve your problem.

Step 1: Verifying connectivity with mail sever

The first step in diagnosing e-mail problems is to verify that your computer is able to connect to your mail server. If you are using Windows, you can do so easily from the Command Interpreter. If you do not know how to launch the Windows Command Interpreter, please watch our Command Interpreter Tutorial (in a new window).



When you do this, a box will pop up, indicating something similar to Microsoft Windows XP [Version 5.1.2600]. You will also see a Command Prompt. Proceed as follows:

1.) Type telnet mail.yourdomainnamehere.com.au 25 (of course substituting your domain where indicated).
2.) Press the Enter key.

If the output displayed is something similar to:

220-alicia.netlogistics.com.au ESMTP Exim 4.52 #1 Sun, 01 Jan 2006 13:25:29 +1100
220-We do not authorize the use of this system to transport unsolicited,
220 and/or bulk e-mail.

Then your computer is able to connect to the mail server. Type "QUIT" and press Enter to disconnect from the mail server. Type EXIT and press Enter to close the DOS box.

To view this process visually, please view our Using Telnet to Check Mail Server Access Tutorial (in a new window).

If this step is successful (i.e. you are able to connect using telnet mail.yourdomain.com.au 25), but you are still unable to use your e-mail client to access e-mail, click here.

Otherwise, read next step 2.

Step 2: Checking if your ISP is blocking Port 25

The next step in diagnosing e-mail problems is to check if your ISP is blocking Port 25. If you are using Windows, you can do so easily from the Command Interpreter. If you do not know how to launch the Windows Command Interpreter, please watch our Command Interpreter Tutorial (in a new window).

When you do this, a box will pop up, indicating something similar to Microsoft Windows XP [Version 5.1.2600]. You will also see a Command Prompt. Proceed as follows:

1.) Type telnet mail.yourdomainnamehere.com.au 26 (of course substituting your domain where indicated).
2.) Press the Enter key.

Watch for output similar to (indicating a successful connection):

220-alicia.netlogistics.com.au ESMTP Exim 4.52 #1 Sun, 01 Jan 2006 13:25:29 +1100
220-We do not authorize the use of this system to transport unsolicited,
220 and/or bulk e-mail.

To view this process visually, please view our Checking Port 26 Tutorial (in a new window).


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If you can connect to Port 26 of your mail server via Telnet, then your e-mail client is able to connect to the mail server using Port 26. You will need to adjust your mail configuration to reflect this; please click here to read more on how to do so.

If you are unable to connect to the mail server via telnet on neither Port 25 nor Port 26, please contact technical support at support@netlogistics.com.au, citing that you are unable to connect to both Port 25 and Port 26. You may be instructed by a Support Technician to run further diagnostics.

If you can connect via telnet to port 26, and have reconfigured your e-mail client to utilize Port 26 rather than Port 25, but still cannot send or receive your e-mail, read Step3.

Step 3: Checking your e-mail configuration

If you are able to connect to the mail server using telnet on port 25 or 26, but still cannot send and/or receive e-mail, you should verify your e-mail client is properly configured. The following steps assume you are running a current version of Microsoft Outlook Express. For other e-mail software, please consult that software’s documentation on mail configuration.

Generally — For Advanced Users / Users of Software Other Than Outlook Express

You will want to ensure that your e-mail client is configured to connect to your specific mail server (generally your hostname with mail. appended to the beginning). The specific mail account you will want to access will generally be one previously created by you. If you are unsure if the actual e-mail account is properly set-up, please read this section.

Important Tip! When configuring your e-mail client, you can try appending, at the end of your username, @yourdomain.com.au (substituting for your specific domain). This often resolves many setup issues.

Specifically, in the case of Outlook Express
You should follow the steps in our Outlook Express Configuration Tutorial (in a new window).
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If you wish to conduct these steps manually, most of them are listed below:

1.) Launch Outlook Express
2.) When Outlook has started, click Tools.
3.) Choose Accounts.
4.) A pop-up box will be displayed that has multiple tabs. If the Mail tab is not selected, click on it.
5.) Depending on your e-mail configuration, you may have anywhere from one to several accounts listed. Locate the account whose configuration you are checking, and make sure it is selected.
6.) Click the Properties button.
7.) Another pop-up box will be displayed, showing the General configuration of the account. Ensure the box "Include this account when receiving mail or synchronizing" is checked. (If it is unchecked, click on it.)
8.) Click on the Servers tab.
9.) Under "Server Information," ensure that both the Incoming (POP3) and Outgoing (SMTP) servers are set to mail.yourdomainhere.com.au (substituting your domain where indicated)
10.) Under "Incoming Mail Server," ensure your Account Name is username@yourdomainhere.com.au (of course substituting the username to the username of the account in question, and substituting your domain where indicated). Make sure "Log on using Secure Password Authentication" is NOT checked.
11.) Ensure the correct password is in the Password box.
12.) Ensure the option "Remember Password" is checked. (If it is unchecked, you will generally want to click on it.)
13.) Ensure the option "My server requires authentication" is checked. If it is unchecked, click on it.
14.) Click the Settings button next to "My server requires authentication."
15.) Another pop-up box will be displayed, entitled "Outgoing Mail Server." Generally, you will want to "Use same settings as my incoming mail server"
16.) Click OK (or Close) to close each pop-up box. When you are returned to the Accounts pop-up box, click Close.

If your e-mail client is now working properly, you have conducted a successful re-configuration.

If you are still having difficulties sending or retrieving e-mail, read Step5.

Step 5: Verifying your E-Mail Account Exists and Is Configured With the Proper Password

Some mail configuration issues are a result of the e-mail account not existing, or being assigned a password other than the one the e-mail client expects.

To check this, perform the following tasks.

1.) Log into cPanel. Details on how to do this were provided in your initial e-mail when your hosting account was created.
2.) Click on the Mail icon. (Generally in the first row, first column.)
3.) Choose the option "Manage/Add/Remove Accounts."
4.) You will be presented with a listing of all mail accounts associated with your domain. If the account you wish to use is not displayed, it either has not been created, or has been deleted. In this case, re-create the account using the [Add Account] option at the bottom of the account list.
5.) If the account you intend to use is in fact displayed, you can verify there are no server-side mail queuing problems by clicking on the "Read Webmail" option next to the account. You will be prompted for the account’s password.
6.) If you need to alter the mail account password, the option to do so is available by clicking on Change Pass, next to the account in question. You may wish to re-configure the password.
7.) You may wish to verify that your e-mail account quota is not set too low.
8.) If you have made any changes, again attempt to use your e-mail client to send or receive e-mail.

If your e-mail access is now working, you have successfully repaired your e-mail configuration.

Otherwise, continue to the Gallery of Errors.

The Gallery of E-Mail Errors and Superquick Fixes!

Some particularly vexing e-mail issues can be resolved by comparing the error messages you receive in Outlook Express with those in this gallery. Although this may not provide a complete solution to your problem, it may point you (and/or our technicians) in the right direction.

Generally, Outlook Express will display an error dialog box whenever it encounters a problem with sending or receiving e-mail. It can typically be accessed by double-clicking on the Yellow Error Triangle / Error Text in the Outlook Express Task Bar:

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Depicted below is a sample Outlook Express error.

Often, simply reading the error can provide very useful information. In this case, the first line of the error message indicates "Your password was rejected." This suggests one possible area to explore is the username/ password assigned to the mail account.

Also notable, particularly for the remainder of this page, are the last two numbers given by Outlook Express — the Server Error and, more importantly, the Error Number. (In this case, 0x800CCC92).

Following is a list of such error numbers, along with the most common solutions associated with these errors.


Error: 0x800CCC0E
This error generally occurs when Outlook cannot find the mail server, for some reason. To help isolate the problem, run the Telnet tests suggested in Step 1 and Step 2 of this tutorial. This error may also occur if you have incorrectly set up your mail account settings to utilize SSL. You can verify (and turn off attempts at utilizing SSL) on the Servers tab of the mail account properties. To see how to do this visually, watch our Outlook Configuration Tutorial. In particularly difficult situations that are not resolved via this tutorial, you may wish to visit a Microsoft Knowledge Base article on troubleshooting Outlook error messages.

Error: 0x800CCC18
This error occurs if you attempt to log in to your mail server using Secure Password Authentication. Such a setup will not function properly with Net Logistics’ servers. You can verify if your account is set up to utilize Secure Password Autentication on the Servers tab of the mail account properties. To see how to do this visually, watch our Outlook Configuration Tutorial.

Error: 0x800CCC92
This is most likely a problem with your username and/or your password. You should verify your username and password are valid for the account in question. You can do this on the Servers tab of the mail account properties. To see how to do this visually, watch our Outlook Configuration Tutorial.

Error: 0x80040119 and/or 0x80040600
This issue may occur if your .pst file is damaged or is locked open by another process. The solution to this problem can be found in Microsoft’s Knowledge Base at http://support.microsoft.com/?kbid=814441.

Error: 0x800CCC15, 0x80042108, 0x8004210B, 0x800CCC0B, 0x800CCC79, 0x800CCC67, or 0x80040900
See Error 0x800CCC0E.


Seemingly Unsolvable Errors

Some seemingly unsolvable Outlook Express errors or problems can, in fact, be solved relatively easily. Generally, this type of problem will suddenly occur, after your Outlook Express install has been running normally for some time.

The best resource for solving such problems is often an article by Microsoft’s Tom Koch. You may wish to consider attempting most of the solutions he lists (short of reinstalling Outlook), if your problem is particularly vexing.

Other Microsoft resources include:

The Other E-Mail Threat: File Corruption in Outlook Express
How to reinstall or repair Internet Explorer and Outlook Express in Windows XP

Another, non-Microsoft (yet still very impressive) resource is the website/blog Inside Outlook Express.

Still having trouble?

If your e-mail access still does not work correctly, please contact our Support Department at support@netlogistics.com.au. When doing so, kindly advise us if you were or were not able to connect to the mail server via Port 25 and/or Port 26.

Reconfiguring your e-mail client to use Port 26

If you find that you are unable to connect to Port 25 using your e-mail client, but a Telnet test proves that you can connect via Port 26 (or another port provided to you by Net Logistics), you should proceed with changing your e-mail configuration as follows:

Generally — For Advanced Users / Users of Software Other Than Outlook Express

You will want to modify your port configuration, usually on the "Advanced" or "Servers" configuration tab of your mail account settings. Please consult with the documentation for your specific e-mail client if you are unfamiliar with the procedure, or are using a client other than Microsoft Outlook Express.

Specifically, in the case of Outlook Express

You will need to adjust the "Advanced" properties for your mail server. You can follow the steps below to do this, or you can follow the process visually, in our Outlook Express Port 25 -> Port 26 tutorial.

The necessary steps are as follows:

1.) Launch Outlook Express.
2.) When Outlook has started, click Tools.
3.) Choose Accounts.
4.) A pop-up box will be displayed that has multiple tabs. If the Mail tab is not selected, click on it.
5.) Depending on your e-mail configuration, you may have anywhere from one to several accounts listed. Locate the account whose configuration you are checking, and make sure it is selected.
6.) Click the Properties button.
7.) Choose the Tab that reads "Advanced."
8.) Change the Outgoing Mail (SMTP) Server Port number to 26 (it is usually 25).
9.) Click OK to close the pop-up box. When you are returned to the Accounts pop-up box, click Close.

At this point, you can again check to see if your e-mail client is working properly. If it is, you have successfully reconfigured your e-mail client.

Otherwise, click here.