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Email Debugging Tips

Problems sending or receiving (POP or SMTP)

  • If you are using mail.yourdomain.com in a third party mail client (Outlook, Entourage, MacMail, Thunderbird, etc.) for you incoming (POP3 or IMAP) and outgoing (STMP) mail servers try changing this to mail.pipeten.co.uk. This will reduce the likelihood of any DNS resolution problems related to your domain name.
  • Login to our webmail applications at http://roundcube.pipeten.co.uk/ using your email as the username and your mail box password as the password.

Problems sending only (SMTP)

  • It could be your ISP blocking/firewalling the outbound SMTP port (port 25 TCP), so we also allow SMTP on an alternative port (port 587 TCP). You should change the port number for SMTP or Outbound Email Server to use port 587 in order to bypass.

Problems receiving only (POP and IMAP)

Is mail being delivered to you rejected as spam? This can be caused by an attachment or embedded gif or logo. Follow one of these steps to solve or reduce this mail being rejected:

  • Reduce your max score level to 10 (relaxed), you will receive more spam but less false positives.
  • Change the spam settings to “mark as spam” then add a rule in your mail client to move to a specific folder.
  • Change the spam settings to “move” to another mailbox with spam scanning and check that on a regular basis.
  • Reformat the sending email to try an lower its overall spam rating.
  • Whitelist the sending email address or domain which will skip the spam scanning for emails originating from those addresses or domains.

Contacting support about all other mail related problems

If you need to contact support about your mail related problems it is best to include as much information as possible. Things to include are:

  • Include the email address(es).
  • The way you access your mail – Webmail, Outlook, Thunderbird, .Mail(mac), etc.
  • Are there any error message when trying to receive/ send.
  • If your mail is ‘bouncing back’, being returned or otherwise generating an email with an error message in it, please include the headers of the bounced email AND any emails attached to the bounced email. For more information on the email headers please check here.
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Last modified: 18/01/2018