Troubleshooting: Cannot send emails

Updated on 20-October-2016 at 10:16 AM

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If you can receive POP email but are unable to send messages, the problem may be related to a known issue.

In some cases, your Internet Service Provider (ISP) may  block  access to this system's SMTP (outgoing) email server. This behavior varies and depends on the ISP you use to connect to the Internet. ISPs sometimes do this to  prevent spam email from being sent using their networks.

The best way to overcome this is to set up an alternative 'port' to send your mail through.

By Default, email software will set the SMTP 'port to '25', which is the standard port for the SMTP protocol.  However our mail service has two alternative ports available that you can send through.

These are: 8025 or 587

You can usually adjust the SMTP port that your software uses under the 'More Options' or 'Advanced' area of the account setup.

If this does not work for you (as possibly these two additional ports are also blocked by your ISP for some reason), another alternative is to use your ISP's SMTP outgoing server information rather than using the outgoing server provided by this system.

If you are not sure what your ISP's SMTP server information is, try looking at the settings for one of your other existing email accounts.

If that information is not available from within your email client, contact your ISP to find out your SMTP server's address. Alternatively, visit their  website and search for the terms: setting up email.

Your ISP's SMTP server information will likely follow one of the following formats:

  • smtp.isp_name.com
  • mail.isp_name.com

Once you have their outgoing server information, update the outgoing mail server fields in the email client account settings to use their outgoing server.

Resolving issues when the email account's mailbox has exceeded its limit (quota)

Occasionally, you may experience issues that have the following symptoms:

  • Contacts mention that they are attempting to send mail to you, but are unsuccessful.
  • You are receiving email notifications that state: Delivery  to your mailbox was refused because it has exceeded its quota.

Each mailbox in this system has a 5GB size limit.

If you often receive  e-mail messages with large file attachments, the size limit may be exceeded unless you are diligent about deleting the messages on the server.

The following tips can help manage  your mailbox's size:

  • If you are using Microsoft Outlook, enable the autoarchive function .  Experiment with the time settings to find the setting that works best for you.
  • If using Outlook Express or Thunderbird email clients, create local folders on your hard drive. Regularly copy the messages saved in your mail server's Inbox into these local folders to  "archive" them.  This process will remove the files from the server, while keeping their contents available on   your local machine.
  • Configure your email client to delete messages from the email server after downloading them.

Resolving issues with the security certificate when configuring an email client.

When you set up the email client such as Outlook, MAC Mail or other email application you may receive an error regarding the security certificate defined on your mail server.

The reason of this is the fact that you have set up the incoming/outgoing mail server as mail.yourdomain, where yourdomain is your custom domain (e.g. example.com), however you are using secure encryption (SSL) on your POP/IMAP/SMTP protocols.

What you need to do here is to :

  • remove the encryption from your email client
  • install the secure certificate on your domain

In order to remove the encryption all you have to do is to go to the Advanced settings, remove the SSL encryption and chose the regular ports (POP - 110, IMAP - 143 and SMTP - 25).

For instance in Outlook the Advanced options should look as below:

In Mac Mail the Advanced options for SMTP should look as below:

or for POP/IMAP:

Note: If you want to use SSL, be sure you understand how to configure SSL Encryption for your email client .

User not permitted to relay

This type of error may occur because of a broad range of reasons.

The following recipient(s) could not be reached: 
554 5.7.1 : End-of-data rejected: user not permitted to relay

If you run accross this error message preventing you to send emails it please contact Support and do mention the email address or addresses you receive this error message for.