Guide to Troubleshooting Email Problems for Reseller Hosting Print

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Introduction: As a technical support operator for reseller hosting, it's crucial to be prepared for common email-related issues that clients might encounter. This guide will provide you with a step-by-step approach to troubleshooting and fixing email problems in a reseller hosting environment.

  1. Gather information: Begin by understanding the client's email issue in detail. Request specific error messages, screenshots, or a description of the problem they are facing. Ask for information about their email client, settings, and any recent changes they've made.

  2. Verify the basics: Ensure that the client's domain and hosting services are active and properly configured. Check the domain registration, DNS settings, and hosting package's resource usage.

  3. Check DNS records: Make sure the client's DNS records, such as MX, SPF, DKIM, and DMARC, are correctly configured. These records play a critical role in email delivery and security. Use tools like MX Toolbox ( to verify and diagnose DNS issues.

  4. Verify email account settings: Confirm that the client's email account has been set up correctly in their hosting account. Check for correct email addresses, passwords, and any account-specific settings, like storage limits.

  5. Check email client configuration: Ensure that the client's email client (e.g., Outlook, Thunderbird, etc.) is correctly configured with the right incoming and outgoing server settings, ports, and authentication methods. Provide the client with the correct settings if necessary.

  6. Test webmail: Ask the client to access their email through webmail (e.g., Roundcube, Horde, etc.) to determine if the issue is related to their email client or the server. If they can access email through webmail, the problem is likely with their email client's configuration.

  7. Inspect server logs: Review server logs to identify any errors, warnings, or unusual activities related to email services. This can help pinpoint the root cause of the issue.

  8. Identify common issues and solutions:

    a. Email not sending/receiving: Verify SMTP/POP/IMAP settings, check DNS records, ensure email client is configured correctly, and inspect server logs for errors.

    b. Emails going to spam: Review SPF, DKIM, and DMARC records, check email content for spam triggers, and ensure the server IP is not blacklisted.

    c. Email quota exceeded: Ask the client to delete old emails or increase their email storage limit through their hosting account.

    d. Authentication issues: Confirm correct email account settings, including username, password, and authentication methods.

  9. Escalate if necessary: If you're unable to resolve the email issue, escalate it to a higher level of support or a specialized team within your organization.

  10. Communicate with the client: Keep the client informed about the progress of troubleshooting and provide clear instructions if any action is required on their end.

  11. Document the solution: Once the issue is resolved, document the steps taken and any changes made to the client's configuration or settings. This will help in future troubleshooting and maintaining a knowledge base for your organization.

Remember to be methodical and thorough in your approach when troubleshooting email issues. Always be prepared to seek assistance from colleagues or superiors if needed. Providing excellent customer support will help retain clients and build a strong reputation for your hosting business.

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