Troubleshooting Issues

  • Problem: Cannot finish setting up email
    • Verify email address, username, password, and server information is correct
    • Verify the username is correct. If the email address is joe@johndoe.com, the username for the SMTP and POP3 servers would also be joe@johndoe.com
  • Problem: Cannot send email
    • Are you connected to the internet?
    • Is the username and password correct?
    • Did they get a new ISP recently?
      • Frontier Internet: The default SMTP Port is 25, Frontier internet blocks port 25 so customers on Frontier should use port 26
    • Does webmail work? (if they go to mail.yourdomain.com, can you login and send/receive email?)
      • If yes, something is wrong on your PC or phone
      • If no, something is going on on YPC Media's end
  • Problem: Cannot receive mail
    • Verify internet is connected on device
    • Verify username and password for POP3 is correct
    • Can you receive email in webmail?
      • Yes: There is an issue with the computer or phone client's configuration or internet connection
      • No: Verify DNS Records are correct for the domain using https://intodns.com/
        • iMail DNS Records
          Type Host Value Notes
          CNAME mail.customerDomain.com mail.ourcitymail.com  
          MX customerDomain.com mail.ourcitymail.com Priority: 10
          TXT customerDomain.com "v=spf1 a mx include:ourcitymail.com -all"  
      • Problem: Cannot send mail to a certain person (or people) / Email is getting rejected
        • Verify the email address is correct and not misspelled
          • Was there an email kicked back with an error message? This can occure if the person you are sending to has a full mailbox
      • Problem: Cannot receive email from a certain person
        • Verify it’s not in your junk folder or trash folder
          • Verify mailbox is not full
          • Did the person sending to you receive a kick back email with an error message?

FAQ

  • Question: How do I, the customer, forward email to another address?
    • Login to webmail
      • Go to the "Action" menu in the top left corner and click "Manager User Options"
        • Fill out the "Forward To" field with the email you want to forward to
  • Question: How do I send email as user@myDomain.com using Gmail?
  • Question: What are common email client server settings?
    • iMail Desktop/Mobile Client Settings
      Service Host Port Port (SSL)
      SMTP mail.ourcitymail.com 25 (or 26) 465 (or 587)
      POP mail.ourcitymail.com 110 995
      IMAP mail.ourcitymail.com 143 993
  • Question: What are common DNS records?
    • iMail DNS Records
      Type Host Value Notes
      CNAME Record mail.customerDomain.com mail.ourcitymail.com  
      MX Record customerDomain.com mail.ourcitymail.com Priority: 10
      TXT customerDomain.com "v=spf1 a mx include:ourcitymail.com -all"  
    • Gsuite DNS Records
      Type Host Value Notes
      TXT Record customerDomain.com google-site-verification={your_verification_code_from_google} Needed for google to verify ownership of the domain
      TXT Record customerDomain.com "v=spf1 include:_spf.google.com ~all" SPF Record that says its OK for mail to come from google.com servers, helps prevent spam
      MX Record customerDomain.com aspmx.l.google.com Priority: 1
      MX Record customerDomain.com alt1.aspmx.l.google.com Priority: 5
      MX Record customerDomain.com alt2.aspmx.l.google.com Priority: 5
      MX Record customerDomain.com alt3.aspmx.l.google.com Priority: 10
      MX Record customerDomain.com alt4.aspmx.l.google.com Priority: 10
    • Office 365 DNS Records
      Type Host Value Notes
      TXT Record customerDomain.com MS=msXXXXXXX msXXXXXXX Auth code is genearted by Microsoft and avaiable in Office 365 web portal. Needed for Microsoft to verify ownership of the domain
      TXT Record customerDomain.com "v=spf1 include:spf.protection.outlook.com -all" SPF Record that says its OK for mail to come from google.com servers, helps prevent spam
      CNAME Record autodiscover.customerDomain.com autodiscover.outlook.com  
      CNAME Record lyncdiscover.customerDomain.com webdir.online.lync.com  
      CNAME Record sip.customerDomain.com sipdir.online.lync.com  
      CNAME Record enterpriseregistration.customerDomain.com enterpriseregistration.windows.net  
      CNAME Record enterpriseenrollment.customerDomain.com enterpriseenrollment.manage.microsoft.com  
      MX Record customerDomain.com msXXXXXXX.mail.protection.outlook.com Priority: 1 -- this is the same msXXXXXXX value as used in the TXT Record above