Email access problems

[zeegirl]

Hi all - I recently designed and set up a website for someone else with TCH's basic package. I transferred it here from its previous webhost and I have had zero problems with the whole experience - either with email or accessing the Cpanel or anything else. It's been smooth sailing for me, on the whole.

 

The problem we're running into, though, is that she cannot access site email with her computer. She has a high speed connection, so it should be pretty straightforward but she still can't seem to access it. I've given her all the settings, walked her through setting up Outlook Express over the phone (even to the point of deleting all the old accounts to try to mitigate the problem) and tried to get her in through Webmail. Nothing works.

 

She says that it just keeps asking her for a password (both with OE and with the Webmaiil client) which she says she's correctly typed in. Now, granted, she's not the world's most tech-savvy person but even with me walking her through, step by step, asking what settings she's seeing, it still doesn't seem to work. However, the identical settings work just fine for me.

 

The website is: www.rondelkennels.com, so according to the information TCH sent, the incoming and outgoing mail servers should be mail.rondelkennels.com.

 

Any thoughts on what might be going on here? I'm wracking my brain to figure out why it might not work and am not coming up with anything. I recently set up a site for my dad with TCH and his email got set up without a hitch too, so I'm pretty sure this will be something on her end - I just don't know what...

 

Thanks for any suggestions/help you might have!

~Lindsey

[TCH-Don]

Welcome to the forum Lindsey

just a thought, is her cap lock key on as case matters.

[zeegirl]

Welcome to the forum Lindsey

just a thought, is her cap lock key on as case matters.

 

Hi - Thanks so much for your speedy response!!! I actually asked her to check that and she told me is was off. I wish it was something that simple.

 

Any other ideas??

~Lindsey

[TCH-Don]

I would send all the info to her ISP e-mail

in case she is not hearing correctly what you are relaying over the phone.

Or even send her screen captures of each tab in the OE setup.

[TCH-Andy]

Welcome to the forums Lindsey

 

I would also check her firewall settings if she can't reach any ....

 

Is she getting a specific error ?

 

Have you tried rondelkennels.com/sqmail because that whould get through any firewall more easily.

[TCH-Thomas]

Welcome to the forum, Lindsey.

[stevevan]

Welcome to the forums.

[newhorizonz]

Hi Lindsey

 

I have had experience of Outlook not connecting after moving the web site to a new server. This happens because (not commonly known) Outlook caches the login information so when you try to call the new mail server, it is still pointing to the old one! To get round this you can change the call to mail.rondelkennels.com to the IP address (123.45.67.890 - replace this with the actual TCH IP).

 

Also problems can be caused by certain ISP's who do not allow you to send mail through a third-party ISP - so the SMTP mail.rondelkennels.com might need to be changed to smtp.whoeveryourISPis.com.

 

This would certainly explain Outlook connections but it doesn't explain why she cannot connect to Webmail - the only systems we have never been able to connect through to webmail are large organisations who ban connections to port 2095. To see if this is a problem get her to go to http://mail2web.com and try logging in through that.

 

If all else fails we could look at the problem from her perspective - check your PM for details of how to set this up.

 

Regards

Alan

New Horizonz

[TCH-Bruce]

Welcome to the forums Lindsey.

 

To see if this is a problem get her to go to http://mail2web.com and try logging in through that.

 

This should not be necessary as she can try the www.domain.ext/sqmail and get the same results.

[zeegirl]

Thanks everyone - I'll give these things a try. She said she's been having some issues with OE - apparently she couldn't generate a new email, only reply or forward one sent to her - so I may have her download and install a copy of Thunderbird if I can't get OE working.

 

I'm pretty sure the webmail problem is something to do with her rather than anything with her connection, because she logged in yesterday morning while I was on the phone with her; it wasn't until last night that she called to say she couldn't get in. Grrr...

 

Thanks again, all - I'll report back either way.

~Lindsey

[TCH-Bruce]

Is the problem sending or receiveing email? Or both?

 

If it's a sending problem make sure she is authenticating herself for sending with her full email addres and password. Also, her ISP may be blocking port 25 so you can try changing the outgoing server (SMTP) to port 26 in OE. If that doesn't work she could use her ISP's server for outgoing email.

[TCH-JimE]

Welcome to the forum Lindsey, I hope you have been able to solve your problem.

 

Jim

[zeegirl]

Is the problem sending or receiveing email? Or both?

 

If it's a sending problem make sure she is authenticating herself for sending with her full email addres and password. Also, her ISP may be blocking port 25 so you can try changing the outgoing server (SMTP) to port 26 in OE. If that doesn't work she could use her ISP's server for outgoing email.

 

 

She says she has problem sending a new message, but if she replies to a message she is able to send it no problem. This was something that was going on before we ever changed anything with her website, however, so I am not sure it's related.

 

She just sent me this through her husband's email account, which apparently still works:

 

There was a problem logging onto your mail server. Your Password was rejected. Account: 'mail.rondelkennels.com', Server: 'mail.rondelkennels.com', Protocol: POP3, Server Response: '-ERR Username/Password Mismatch', Port: 110, Secure(SSL): No, Server Error: 0x800CCC90, Error Number: 0x800CCC92

 

Any ideas? Her ISP is Charter.net.

~L

 

P.S. Thank you all for your help - this is driving me nuts and I have long since run out of ideas of my own. So, THANK YOU! THANK YOU! THANK YOU!!

Edited March 3, 2006 by zeegirl

[TCH-Bruce]

Ok, still sounds like an authentication problem to me. Not that is but sounds like it.

 

In OE go into the settings for that account. Go to the Servers Tab. In the bottom half there is a check box "My server requires authentication", make sure it's checked. Then click the Settings button to the right of it and make sure that the Logon using is selected and that her full email address and password are in the corresonding fields.

[zeegirl]

OK, and here's something else odd that just came up. I just tried logging into sqmail by going to www.rondelkennels.com/sqmail and this is what it gave me:

 

Warning: Unknown(): open_basedir restriction in effect. File(/usr/local/squirrelmail-1.4.6/index.php) is not within the allowed path(s): (/home/pyeqdfs:/usr/lib/php:/usr/local/lib/php:/tmp) in Unknown on line 0

 

Warning: Unknown(/usr/local/squirrelmail-1.4.6/index.php): failed to open stream: Operation not permitted in Unknown on line 0

 

Warning: Unknown(): open_basedir restriction in effect. File(/usr/local/squirrelmail-1.4.6/index.php) is not within the allowed path(s): (/home/pyeqdfs:/usr/lib/php:/usr/local/lib/php:/tmp) in Unknown on line 0

 

Warning: Unknown(/usr/local/squirrelmail-1.4.6/index.php): failed to open stream: Operation not permitted in Unknown on line 0

 

Warning: (null)(): Failed opening '/usr/local/squirrelmail-1.4.6/index.php' for inclusion (include_path='.:/usr/lib/php:/usr/local/lib/php') in Unknown on line 0

 

Any ideas what might be going on?

Thanks!

~Lindsey

[TCH-Thomas]

I found this that may be the solution:

http://support.microsoft.com/default.aspx?scid=kb;en-us;309216

[TCH-Bruce]

OK, and here's something else odd that just came up. I just tried logging into sqmail by going to www.rondelkennels.com/sqmail and this is what it gave me:

You will have to report this to the help desk. The techs will get that sorted out for you.

[zeegirl]

I found this that may be the solution:

http://support.microsoft.com/default.aspx?scid=kb;en-us;309216

 

Hmm, this looks like it could be the problem, but if it is, is there anything we can do on our end to workaround? Or do I need to have her contact Charter.net for the fix?

~L

[TCH-Andy]

That is usually simply a username / password missmatch.

 

Check that she is using the full email address as the username, and that the password is correct (remember it's case sensitive). I would also try resetting the password for that email account in cpanel, to confirm it's correct.

 

Or.

 

As stated above, port 25 is blocked by her ISP, and she needs to either send through her ISP, or change to using port 26.

 

I'm pretty sure that Charter does block port 25 - so it's probably the latter.

[TCH-Andy]

I've just checked - and they do block port 25.

 

She either needs to send using ( smtp.charter.net ) as the outgoing server or try changing to use port 26

[zeegirl]

Hi everyone - I've just sent my friend an email with explicit instructions (including screengrabs) on how to change the port to 26. If that doesn't work I'll have her switch to smtp.charter.net. (Side question: if we do need her to switch to the charter.net address, should she leave the port at 26? Or does it matter?)

 

Thanks again for all your help and suggestions - I'm hoping this solves the problem, but at the very least, she's able to access the account through Mail2Web so we're a in a much better place now than before!

 

 

I'll report back when I hear from her.

Thanks!

~Lindsey

[TCH-Bruce]

If you go back to using Charter.net change the port back to 25.

[TCH-Don]

I have charter and port 26 works for me to send from my site.

[TCH-Rob]

Welcome to the forums Lindsey, let us know how it goes.