To troubleshoot if you are having issues sending/receiving emails:
STEPS TO TROUBLESHOOT
1. Note down the below:
* Any changes you are aware of that have been made to your hosting, mail account(s) or mail client (e.g. created large backups, changed mail server details)
* Which email addresses are affected (Is it one, multiple or all email addresses for your domain/hosting)
* Whether there are problems sending and/or receiving emails
* What type of emails are failing (e.g. Gmail, Live, Hotmail, Outlook, other Apexhost emails)
* If internal emails are failing (You cannot send/receive internally within the same domain or another domain hosted by Apexhost)
* Which mail client the affected emails are using (e.g. getmymail webmail, thunderbird, Outlook)
* What your mail server details are if you are using a mail client. (For Outlook, go File > Account Settings > Account Settings > Select your email account > Server Information)
2. If you are not using the getmymail webmail client, go to www.getmymail.com.au, log in and try sending/receiving emails from there. This will work fine unless there is a server or hosting side issue.
Note: If you have a cPanel hosting service, you can log into your webmail via your cPanel.
Also Note: If you get a Telstra block page when trying to access getmymail.com.au, try using a network connection that isn't provided by Telstra.
3. Log into your hosting panel (cPanel for linux hosting or SolidCP for windows hosting) and check the Space statistics and your mailbox space statistics.
4. Ensure your domain is delegated to your DNS.
You can check out the below article on Domain Delegation our website's knowledgebase.
https://apexhost.com.au/index.php?rp=/knowledgebase/188/New-Delegating-your-Nameservers.html
CRITERIA FOR EMAIL ISSUES
If only one or multiple email accounts are affected:
... And emails work from getmymail webmail, then there is likely a mail client issue:
* Your mail server details in your mail client (Outlook, Thunderbird, etc.) may be incorrect or the mail account is configured incorrectly.
... And emails do not work from getmymail webmail, then there is a hosting space issue:
* Your mailbox may have exceeded its quota. You will need to remove mail from your mailbox (delete unused inbox emails, empty junk and spam email folders, then clear the deleted folder.)
If all emails from one of your domains are affected:
* There may be a DNS issue. This concerns your MX records. Ensure they are pointing to either mail.yourdomain.com.au or mail.apexhost.com.au.
You can check out the below article on MX Records our website's knowledgebase.
https://apexhost.com.au/index.php?rp=/knowledgebase/194/New-What-is-an-MX-Record.html
* Your hosting space may have exceeded its quota. This can happen if you create large backups. You can check this in your space statistics page in your control panel. You will need to remove data from your hosting space's file manager to clear up space.
If all emails from all of your domains are affected:
* This may be due to a server-side issue causing widespread downtime. We regularly monitor this and will work to bring this back up as soon as possible. This is generally resolved within the hour.
If you would like to clarify with us, you can create a ticket in the Apexhost Client Area.
DETAILS TO SEND TO SUPPORT IF YOU CANNOT SELF-DIAGNOSE
If you cannot diagnose the issue using the above criteria, send an email to support@apexhost.com.au (if internal emails are working) or create a ticket in the Apexhost Client Area to support.
The minimum you need to include is:
* What steps you have taken to remedy the issue, if any
* Error Message (If you get one)
If you can include the details you noted down from above, this will help us pinpoint the issue faster. We will likely ask for this information:
* Any changes you are aware of that have been made to your hosting, mail account(s) or mail client
* Which email addresses are affected (Is it one, multiple or all email addresses for your domain/hosting)
* Whether there are problems sending and/or receiving emails
* What type of emails are failing (e.g. Gmail, Live, Hotmail, Outlook, other Apexhost emails)
* If internal emails are failing (You cannot send/receive internally within the same domain or another domain hosted by Apexhost)
* Which mail client the affected emails are using (e.g. getmymail webmail, thunderbird, Outlook)
* What your mail server details are if you are using a mail client. (For Outlook, go File > Account Settings > Account Settings > Select your email account > Server Information)
