Troubleshooting E-mail Errors

Congratulations on getting your new, professional e-mail addresses! The instructions below will explain how to troubleshoot e-mail problems on our servers (all users).

You may also find the following links useful:

Login and change your password (for regular SmarterMail users).
Set up Microsoft Outlook or Outlook Express to check your new e-mail addresses (all users).
Administering your new SmarterMail Professional server (for administrative users).

NOTE: These instructions are for web design clients of Topsail Consulting using the new SmarterMail Professional webmail system. Instructions for iMail will be posted soon; if you use iMail and are having problems, please contact us.

Common Email Errors

Error: '550 not local host xyz.com not a gateway'

This error is most often associated to NOT having the box checked for "My server requires authentication". When you check that box, the error should no longer appear (see example below).

One cause of this error is that your Internet Service Provider (such as AOL or MSN) requires that you use THEIR own SMTP to send email. You need to check with them.

If this is the case, you may or may not also need to check the "authentication" box.

PROBLEM:

SOLUTION:

Error: 'Unable to logon to the server using Secure Password Authentication'

This error is a direct result of having the box checked for "Log on using Secure Password Authentication" When you uncheck that box, the error will no longer appear.

PROBLEM:

SOLUTION:

Error: 'There was a problem logging onto your mail server. Your Password was rejected.'

This error is received usually when the Username or Password are incorrect. Double check your entry.

The most common mistake is that the username is not entered as the COMPLETE email address, for instance "yourname@your_domain.com". You may have just the "yourname" part, etc.

PROBLEM:

SOLUTION: