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1 Introduction

This E-Mail Troubleshooting article will help guide you through some basic troubleshooting questions to help resolve your E-Mail issue. If you need further assistance, please do not hesitate to contact our support department.

2 Do you have an Internet connection?

  • You must be connected to the Internet to send or receive email.

3 Have you reached the size limit for your account?

  • Double check your mail quota (Also called mailbox size limit).
  • Contact support if you are unsure how to check this.

4 Have you sent too many messages per hour?

  • Currently there is a limit of 30 messages per hour that you can send.
  • You will receive an error if you have sent more than 30 messages in the last hour.
  • NOTICE: This setting is not configurable on a per-account basis and no exceptions can be made.
  • If you need to send more than 30 messages per hour for business purposes such as a newsletter, you will need to look into alternative means for sending that newsletter such as Constant Contact.
  • Depending on your mail requirements, you might be able to purchase a Hosting Suite. Contact Technical Support if you are interested in a Hosting Suite.

5 Is the message “stuck” in the outbox?

  • Click on your "Outbox" folder
  • Make sure there are no messages present. If there are, make sure to try your "Send/Receive" again.

6 If you are waiting on a specific message

  • Verify the message was actually sent.
  • Is it in your Junk Mail folder?
  • Do you have any rules running that would redirect the email to another folder?

7 If you are using Outlook or Outlook Express

  • Have you closed and restarted the program?
  • Do you have an extraordinarily large number of items in the In Box?
  • Look at the account setup in the program, are the username, password and server settings correct?
  • Can you access your email through the webmail site?
  • If so can you send and receive from there?

8 Can you telnet to the incoming and outgoing ports?

  • Open a command prompt
  • To test Incoming/POP, type "telnet incomingmailserver incomingport" without the quotes
  • Examples:
  1. telnet mail.omnicityusa.com 110
  • To test Outgoing/SMTP, type "telnet outgoingmailserver outgoingport" without the quotes
  • Examples:
  1. telnet mail.omnicityusa.com 587

9 Cannot Move Message error on iPhone, iPad or other iOS device

This is only valid if you are using IMAP

  • Go into the "Settings"
  • Tap on "Mail, Contacts, Calendars"
  • Tap your mail account name
  • Tap on "Account"
  • Scroll down and tap on "Advanced"
  • Tap on "Deleted Mailbox"
  • Select the name of your deleted folder (Might be "Deleted Messages", "Trash" or "Deleted Items" that is under the heading "ON THE SERVER"
  • Tap "< Advanced" at the top of the screen to go back
  • Tap "< Account" at the top of the screen to go back
  • Tap "Done" at the top right of the screen
  • You should be able to delete items without any errors