The following information will help assist you in troubleshooting email-related issues.  If further help is needed please open a Support Request in the AccountCenter with your exact details.

Understanding Email Limits

(ss) / (gs) Outgoing Email Limitations

The (ss) and (gs) services allow you to send a maximum of 50 emails a minute and/or 500 emails a hour. You can learn more by checking our Outgoing Email Limitations article.

(ss) / (gs) Maximum email message size

The (ss) and (gs) services can only send attachments up to 2MB via webmail. If you use an email client you can send emails up to 10MB in size. Learn more here: Maximum email message size.

Basic Email Troubleshooting

DNS settings (MX records):

The default configuration for DNS mail records is to have your domain's name servers pointed at (mt) Media Temple. (Find them here).  Here are some tools you can use to check your DNS and MX records.

• http://mxtoolbox.com
• http://dnsstuff.com
• http://boxcheck.com
• http://network-tools.com
  

Try Sending/Receiving from Webmail:

If you checked your email settings and mail is enabled, you may want to try sending and receiving from webmail.  Webmail allows you to send and receive emails directly from your (mt) Media Temple service without any 3rd party application. You can use either of the following URLs to access webmail:

• http://webmail.mt-example.com
  
• http://mt-example.com/webmail
  

If you have no issues sending or receiving in webmail, but still can't send from your email client, you may need to go back and double-check your email client settings.

Email Client Settings:

The email client being incorrectly configured is the biggest cause of email issues we see on a daily basis. You will want to double-check that your settings are correct. The following guides will show you all the correct necessary settings:

• Using Email with (mt) Media Temple Services
• Email Program Setup Tutorials 

If you are on a (dv) or (dpv) and you are having issues connecting with IMAP, you may need to Raise Courier-IMAP Connections.

Is Mail Enabled for the Domain?

The (gs) Grid-Service and the (dv) Dedicated-Virtual both offer the ability to disable mail for a domain. If you wish to use email with your domain it must be enabled:

• Enable/Disable local mail on (gs) Grid-Service

• Enable/Disable local mail for (dv) & (dpv) Dedicated-Virtual Servers
  

Quotas:

If you are out of space on your service, emails may begin to bounce back to the sender. Other things that can occur is webmail will stop working, or you can no longer receive emails. This may be a result of your entire service or email user reaching a disk quota.

• For (ss) / (gs) : "Disk Quota Exceeded" errors in Email
• For (dv) : "Disk Quota Exceeded" errors in Email

ISP, Network, Firewall issues:

A common issue with sending emails is port 25 being blocked by an ISP or firewall. Below are some tools to help you determine if a port is blocked or if you are having a network issue.

• Checking your outgoing mail server (Is Port 25 blocked?)
• Send and View Emails with Telnet
• Use ping to find network problems
• Perform a Traceroute to find network problems
  

MailProtect and Spam Settings:

If you are not able to receive email you may want to check your spam folder via webmail. You can also check your spam settings using the following Knowledge Base Articles:  

• (gs) Mail Protect setup and usage
• (ss) Mail Protect setup and usage
• (dv) 3.x Using Spam Filters
• (dv) 3.x Using Spam Assassin
• (dv) 2.0 Using Spam Filters
• (dv) 2.0 using Spam Assassin
• (dv) Hotmail and Yahoo Mail spam flagging issue
  

Create an SPF record (If you are being labeled as spam by your recipients or being spoofed):

• HOWTO: SPF All Purpose

Check for specific errors:

The following KnowledgeBase Articles can be used to search for common email errors. If you receive an error specifically from your email client you may want to view the setup guide for that particular application (Email Program Setup Tutorial).

• Why do I get duplicate emails?
• (dv) 30 second email delay with Plesk
  
• Troubleshooting SMTP Problems
  

Email headers:

Your email header is the next place to look for clues as to what could be causing your issue. The following Guides can be used to find and read your email header to troubleshoot basic email issues.

• How to find email headers
• Understanding Email Headers

What can I do if I have checked all the above, and still have an issue?

If you need further assistance from our Support Department be sure to provide enough information for us to troubleshoot. Below is the information that we may require:

• If you are having issues with a webmail client please provide information as to which client you are using: Roundcube, Horde, SquirrelMail, Atmail - Advanced (mozilla), etc.
• If you are having an issue with an email client please provide detailed information about the application: Apple Mail (Leopard), Apple Mail (Tiger), Outlook 2003, Outlook 2007, etc.
• If using an email client, please let us know if you are using POP or IMAP.
  
• Please Provide Full Email Address and Password if needed.
  
• Provide the From and To address of the email, along with the IP Address of the sender and recipient if possible.
  
• Please try to provide the time of when it occurred within 15 minutes (Please provide Time Zone as well).  If the issue occurs repeatedly try to provide us at least exact times it has occurred.
  
• Please provide a specific description of any errors, with a copy of the message if possible.
• Please provide a copy of the full Internet Headers for any email message related to your issue. 

If you need to call in for support we would still advise you to create a support request first with all of the necessary information as above. This will make it easier for us to troubleshoot your issue in a more timely manner.

Revisions:

07-28-2008: Article Creation