Web Administrator's Guide
Tuesday, October 17, 2017

Troubleshooting: Email

Click the headings below to expand/contract additional information.

- I've forgotten my password

  • Contact your email account administrator (this might be the website administrator, the person who manages your IT needs or it might be us) to have it changed

- I need to add, change, or remove an email box from my account

- I'm getting an error message

  • If you see the "Enter network password" error message, check to be sure that your user name is your full email address - if the problem isn't resolved within a few moments you'll need to delete the account from your mail program (doesn't affect email box) and set it back up using these instructions.

- I'm not receiving certain emails

  1. Check webmail (http://mail.websrvcs.com) to be sure your mailbox isn't full or near full and delete any unwanted message to make room for new messages
  2. Check both webmail and mail program (if applicable) junk/spam settings to make sure they are not too high
  3. Check both webmail and mail program junk/spam folder for emails that might be "trapped" there
  4. Check for accounts on other mail servers (this would apply if you recently switched mail providers - from another company to us)
  5. If all else fails, contact us, we're here to help!

- I can't receive any mail

  1. Check internet access by opening your internet browser to see if you can pull up any websites (you might be asking yourself "why did they include this?". The answer is that we're assuming you might have used a different computer to access this article)
  2. Check webmail (http://mail.websrvcs.com) to be sure your mailbox isn't full or near full and delete any unwanted message to make room for new messages
  3. Check webmail account settings for any forwarding address that may have been entered causing your mail to get rerouted
  4. Check all email account settings in your mail program including:
    1. Mail server settings (should be mail.websrvcs.com)
    2. User name and password - user name should be entire email address, password is case sensitive
    3. Double check spelling on all entries
  5. Check DNS (go to http://zoneedit.com/lookup.html and enter your domain name without the "www" in the first blank and choose the appropriate record to search for from the drop down list then click "lookup")
    1. Nameserver entries should be ns1.websrvcs.com and ns2.websrvcs.com
    2. MX records (if you're using our mail services) should be mx1.emailsrvr.com and mx2.emailsrvr.com
    3. NOTE: if your DNS info is different from what is listed above, you will need to contact the provider of those records to continue troubleshooting possible DNS-related issues
  6. Check for accounts on other mail servers (this would apply if you recently switched mail providers - from another company to us)
  7. If all else fails, contact us, we're here to help!

- I can't send mail

  1. Check internet access by opening your internet browser to see if you can pull up any websites (you might be asking yourself "why did they include this?". The answer is that we're assuming you might have used a different computer to access this article)
  2. Check all email account settings in your mail program including:
    1. Mail server settings (should be mail.websrvcs.com)
      1. Specifically check the outgoing server settings as some internet service providers such as Bellsouth require you to use their outgoing server instead of ours.  If this is the case for you, you'll need to contact your internet service provider to continue troubleshooting this issue.
  1. Check your entries for user name and password - if you're using our outgoing server, user name should be entire email address, password is case sensitive
  2. If you're using our outgoing server, check to be sure that it is set to require authentication (this is not the same as "require secure connection")
  3. Double check spelling on all entries
  4. Change outgoing server port number (usually on advanced tab/screen) to 587
  5. Check DNS (go to http://zoneedit.com/lookup.html and enter your domain name without the "www" in the first blank and choose the appropriate record to search for from the drop down list then click "lookup")
    1. Nameserver entries should be ns1.websrvcs.com and ns2.websrvcs.com
    2. MX records (if you're using our services) should be mx1.emailsrvr.com and mx2.emailsrvr.com
    3. NOTE: if your DNS info is different from what is listed above, you will need to contact the provider of those records to continue troubleshooting possible DNS-related issues
  6. Contact your internet service provider to see if access to outgoing server port 25 is blocked
  7. If all else fails, contact us, we're here to help!

- My mail program is receiving or sending multiple copies of messages

This is generally a problem we hear about happening mostly in Outlook and is observed most often when outgoing emails contain large attachments or are being sent to a large distribution list.  The best remedy is to delete all instances of the message in question, close Outlook, and restart your computer/internet connection.  When you reopen Outlook, the problem should be resolved.

- Attachments are being stripped from my messages

This is generally a problem we hear about happening mostly in Outlook.  Try closing Outlook, have the message re-sent then check webmail to see if the attachment comes through.  If it still doesn't come through, the virus filters on the mail servers or your computer may have flagged the attachment as unsafe and removed it (if this is the case there isn't much you can do).  If all else fails, try utilizing a free service such as www.box.net or www.upfordown.com to share the attached file(s).
Email:General
Miscellaneous:Troubleshooting Various Items

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