Greetings – Apologies; I can't find the answers in the KB (or that the KB info is outdated). I have two user accounts that are having problems sending to others within our domain. Let’s refer to the first User as “Bob”. Bob lives in a rural part of the country. All of his phone, cable, and Internet services come through a local provider that has a lock on the area. I wouldn’t call it primitive Internet speeds, but they are capped at about 3 Mbps. Bob has been with us since the dawn of consumer Internet; when I founded the domain space. We’ve been with DiscountASP now for at least 10 years… possibly more. Bob can receive email over POP3, but he cannot send over SMTP to another user on our domain. Bob has a Gmail account as a backup; there are no problems sending/receiving. History: About 5 years ago Bob started having problems sending. Eventually he moved from PC/XP to Mac/Snow Leopard. The problem reappeared about 2 years ago; we got it working but a recent update broke it and we’ve been going round and round trying to solve it. The configuration appears correct. The outgoing port is set to 587. On the Mac, there’s a default setting to use ports 25, 465, and 587. He still cannot send. Yesterday I had him overtly set the port to 587, but it still does not send. As it turns out, another long time user account is also experiencing problems in the past year. Let’s call her “Alice”. Alice owns both a PC running Vista (no problems) and an iPad. It’s the iPad that strangely has the exact same problem as Bob: Can’t send to another user on the same domain. She has an alternate email as backup. Alice lives in another locale with a mainstream nationwide provider. She doesn’t have issues with the PC – just the iPad. Both users report success with WebMail – which makes sense I know PCs well enough to never use the Mail Client for setting up new accounts. But on a Mac – it seems a bit different and I cannot convey in Mac terms how to set up the accounts properly – because to me, this is exactly the type of symptom I could see if someone used Outlook for email setup instead of going to the Control Panel and using Mail. At a loss for solution. Has anyone else in the field had this problem? For FWIW, Carol & Ted don't have problems Thanks, Alan
No error message? So "Bob" can send to anyone else outside of their domain just fine? And is "Bob" the only profile configured on the Apple products?
Hi Tas Bob and Alice have Apple products; Bob is on a desktop monitor thing that runs Snow Leopard V10.6.8, and Alice has an iPad. Both complain that they can't send to each other or to anyone else in our domain using their domain addresses. The rest of us do not have issues, and we're all on PCs & smartphones of various versions. I do not see error messages on the SmarterMail email management console, and Bob isn't technical enough to help me find his error messages on the Mac. I asked him to reset the p/w on the SMTP server configuration; no effect. I asked Bob to send from our Domain to my Gmail account... still waiting for that mail. Very odd. Alan
Hi Alan, Yes. We need more information. If "Bob" and "Alice" can't send email anywhere, then it may be an antivirus/firewall issue or a mis-configuration somewhere.
OK, here's what I have learned through rigorous exercise: Bob can send from Gmail to MyDomain. Can send from MyDomain to Gmail. Cannot send from MyDomain to MyDomain, even when formatted as Text. Conclusions: It is not the Port setting. We can prove his email client can send through MyDomain. Next, I had him repeat the tests using WebMail.MyDomain.com -> Using Plain Text format he sends "test" in the body, yet I receive this: What the hell is that footer doing there? So I send me a message to myself in plain text - and I do not get the pesky footer. Two more messages from Bob - trying to confirm if this is a fluke: What the heck? I call up my ol' college pal who's a graphic artist on a Mac running the latest "mountain lion" and we have a good chat about antivirus software. To my amazement, neither he or Bob are using AV! It seems to me that clearly Bob has a Trojan on board that is jamming his inter-domain communication, and dribbling over into webmail. I can't think of any other source or cause. Make sense? Alan
