If you suspect that incoming or outgoing mail is being blocked, please refer to the Email - Blocking article to resolve the issue.
In this article you will read:
- How to find the cause of the problem with emails
- How to solve problems on:
- Frequently Asked Questions
Diagnosing problems with emails
The way you diagnose a problem with e-mail is usually different if you are setting up a new service or troubleshooting an existing service. However, if one of the diagnostics does not detect the problem, we recommend trying the other. For example, even a new service may be experiencing an outage, and an existing domain may have a faulty DNS.
Diagnosing a new service
If you are setting up a new e-mail service, diagnose problems by following these steps:
- Make sure that you have set up email accounts with the service.
- Do domain or web hosting diagnostics in customer administration. Pay attention to the following items:
- Correct DNS servers in the Domain table in the registry.
- Existence and correctness of MX records in DNS tables, or Webhosting to the domain.
- Domain status in the system and Verify the domain owner's e-mail (if the domain requires it) in the Domain in the system table.
- Check if mailboxes are available via WebMail ⧉.
- Check your email client settings.
Diagnostics of an existing service
If your emails have stopped working with an existing service, diagnose the problems by following these steps:
- In the customer administration &boxboxbox; check if the domain ⧉ and Webhosting ⧉ (or WMS ⧉, WebSite &box;, Mailhosting &box;) are active.
- Check the status of services on the WEDOS Status ⧉ website. The system sends automatically detected outages here within 10 minutes of evaluating the problem. If the outage needs to be entered manually, it may take longer to notify the problem.
- Check if your hosting is blocked according to the article Emails - Blocking.
- Check if the mailboxes are accessible via WebMail &boxboxbox;.
- Check your email client settings.
Troubleshoot problems with emails
Problems with newly created and existing emails can occur anywhere - from domain and DNS settings, to hosting service settings, to mail clients(WebMail or custom clients).
Domain and DNS
The most common domain and DNS problems include:
- Inactive domain: an inactive domain has either expired or has not yet been established. The status of the domain can be found in its details in the customer administration ⧉. If you don't see a previously active domain in the administration, it is either in another customer account (or with another registrar) or the system has deleted it after a certain expiration time. If you can, pay for the service. Within 6 - 48 hours after successful receipt of payment in our system it should be working again.
A common reason for deactivation of generic domains (COM, NAME, ...) is the failure to verify the domain owner's email that we sent you after registration within 15 days. Trace this email and use the link to verify the domain owner. If you are unable to find the email, ask support to resend it. Please provide the domain name.
- Incorrect DNS servers. If you have recently changed DNS servers (NSSET) for a domain, make sure you have the correct MX records with the new provider. Also expect a longer time to rewrite DNS servers, which usually takes 6 - 48 hours.
- Incorrect or missing MX records. A domain must have at least one MX record in order to receive mail. Enter MX records without a name unless you want to run email on a subdomain.
- Incorrect or missing SPF record. Set the SPF record according to these instructions. If you use multiple email service providers, merge their SPF records into one, as multiple SPF records have the same effect as none.
Email hosting
We offer hosting for e-mails as part of our Webhosting, WebSite (except for the Free option) and WMS services. A new feature is a separate Mailhosting service.
Common mail problems on mailhosting include:
- Inactive hosting. Check if Mailhosting ⧉ (or Webhosting ⧉, WMS &box;, WebSite &box;) is active. If the service has expired but the system has not yet deleted it, pay for it. The system will make it operational within 1 hour after successful receipt of payment.
- Overflowing email inbox. Check your email inbox. If it is full, delete it or increase the service's email capacity.
- Blocking emails. For more detailed information and instructions on how to resolve the various causes of blocking, see Emails - Resolving Blocked Emails.
- Outage of mailservers. Watch Status ⧉. The system sends automatically detected outages here within 10 minutes after the problem has been evaluated. If the outage needs to be entered manually, it may take longer to notify the problem.
WebMail
As long as the domain, DNS and hosting service are working, WebMail &boxboxbox; should also work. The most common problem, unrelated to the above instructions, is login.
Log in to WebMail with your full email address in the format schranka@domena.tld.
If you cannot log in with an alias domain, log in with the service name. A name where the web host has the main domain removed, such as mailbox@w123456, also works.
If the login does not work, check:
- Functionality of email services on the web Status ⧉.
- The existence of an e-mail box for the service in the customer administration &boxboxbox;.
If the error persists for an active mailbox on active hosting, change its password, wait 15 minutes for the change to take effect, and try logging in again.
Other email clients
Third party email clients may contain settings that are not compatible with our servers. In addition, the clients you install on your computer are often restricted by security features such as antivirus and firewall programs.
If you observe an error in your email client for an action that you can easily perform on the same device in WebMail ⧉, check the settings:
- Login. Follow the same steps as in the WebMail chapter.
- Servers, ports and security according to the article Emails - SMTP, POP3, IMAP.
If no combination of settings helps, make sure that the servers or ports are not blocked by an antivirus, firewall, or other security feature on your device or network. If the error persists, contact email client support first.
Frequently Asked Questions
What if nothing in this guide helped at all?
Send a request for verification via the form ⧉. Include the name of the problem mailbox and as accurate a description of the problem and solutions tried as possible. Include screenshots of ⧉ error messages and settings.