*URGENT!!* : Email problem with a domain

[RSVEcosse]

Hi folks,

Kinda urgent problem. A client has just contacted me to to say they cannot access their email account via Outlook to send or receive anything.

The domain name is www.rsresourcing.co.uk

She said at first she had perhaps entered the wrong password in the account settings after the "Enter Network Password" box flashed up upon starting Outlook.

We went through what she had in her settings in her Outlook email accounts and made sure everything was correct within there.

I went through my cPanel and changed her email account password and told her to enter that. She still cannot log on to her email though.

I've entered the settings at my end on my Outlook and although it manages to log on to the incoming mail server, when it attempts to send a "test" email, it flashes up the error box and message :-

"Send test email : failed".
"Outlook cannot connect to your outgoing (SMTP) email server".

Can someone please check this ASAP as she has some seriously important emails in there she needs to read and action upon this morning.

I will of course, submit a support ticket with the relevant account details for the email address concerned.

Many thanks.

[eUKhost.com]

please ask her to put her domain name instead of mail.rsresourcing.co.uk in SMTP and POP3 server field. Also guide her to enable "My Server requires authentication" from Tools >> Accounts >> Properties >> Servers in her outlook. This should solve her problems.

[eUK-Nick]

Hello Gary,

We have been able to track a few login failures on viking. The IP's from where it occured are 81.6.229.55, 86.138.84.36 & 80.193.66.130.

Please ask them to try using webmail. Meanwhile I will still have someone check this out.

[RSVEcosse]

Originally Posted by eUKhost.com

please ask her to put her domain name instead of mail.rsresourcing.co.uk in SMTP and POP3 server field. Also guide her to enable "My Server requires authentication" from Tools >> Accounts >> Properties >> Servers in her outlook. This should solve her problems.

Has something changed regarding the email settings for this as it was working fine with "mail.rsresourcing.co.uk" previously?. So do you want me to have her enter "www.rsresourcing.co.uk" in SMTP and POP3 boxes?.

Also, "My Server requires authentication" from Tools >> Accounts >> Properties >> Servers.......what requires changing in there as again, never had any issues previously with this with the current settings?.

Thanks.

Also, the other email address associated with this domain name also appears to be throwing up the same error, although thats not important as she does not use it, only uses the one I mentioned in the support ticket I submitted. Thought it would be pertinent to mention it though.

[RSVEcosse]

Ok, made the changes suggested by Mark and she has just tried testing her email and its given her two green ticks and said it was sucessful.

Just about to send her a few more test emails from a couple of my own email accounts and I'll post back.

Cheers.

[RSVEcosse]

Emergency over!!!!

Those changes you suggested Mark, they appear to have done the trick. She can now send and receive emails.

Many thanks for that, really appreciate it. Superb tech support once again.

Just wondering though, why would the settings require changing all of a sudden?.

[eUKhost.com]

Originally Posted by RSVEcosse

Emergency over!!!!

Those changes you suggested Mark, they appear to have done the trick. She can now send and receive emails.

Many thanks for that, really appreciate it. Superb tech support once again.

Just wondering though, why would the settings require changing all of a sudden?.

Emails to Yahoo and BT were deferred as they had some sort of defer policy for main IP of viking. We have changed IP address of mailserver so now mail.yourdomain.com points to previous IP while domain.com uses default mail server which has new IP.

quite complicated to explain whole thing but it has been sorted now

[DPS Computing]

Yes, basically BT and Yahoo! forced some changes so that Viking works with their servers and doesn't upset them.

Glad to see that you've got your problem sorted now .