Guide to Troubleshooting Email Problems for DomainIndia.com Reseller Hosting Print

✨ Introduction

As a technical support operator for DomainIndia.com reseller hosting, it’s essential to efficiently diagnose and resolve email-related issues that clients may encounter. This guide provides a step-by-step troubleshooting approach to ensure smooth email operations within a reseller hosting environment.

🔍 1. Gather Information & Identify the Issue

Start by collecting details from the client: ✅ Error messages received 🛑
✅ Screenshots (if available) 📷
✅ Email client & version used (Outlook, Thunderbird, etc.) 💻
✅ Any recent changes to DNS, settings, or passwords 🔄

📌 Pro Tip: Ask the client to try sending and receiving emails via Webmail (Roundcube, Horde). If Webmail works fine, the issue is likely with their email client configuration.

🌍 2. Verify Domain & Hosting Status

🔹 Ensure the client’s domain is active and correctly pointed to the hosting server.
🔹 Check DNS settings, MX records, and hosting package resource usage to confirm everything is correctly configured.

📌 Check DNS status using: MxToolbox

📌 3. Check & Configure DNS Records 🔧

✅ Ensure the client’s email-related DNS records are properly set:

📌 Essential DNS Records for Email Functionality:

• MX (Mail Exchange) Record → Directs email to the correct server.

• SPF (Sender Policy Framework) → Prevents spoofing by allowing only authorized servers to send emails.

• DKIM (DomainKeys Identified Mail) → Digitally signs outgoing emails for authentication.

• DMARC (Domain-based Message Authentication) → Defines email authentication policies.

🔹 Use online tools like MXToolbox to verify these records.

📌 Related Guide: Understanding SPF, DKIM, and DMARC

⚙️ 4. Verify Email Account Settings 📬

Ensure the client’s email account is properly set up in cPanel: ✅ Correct email address & password ✅ Check for email quota limits (Increase if exceeded) ✅ Ensure account is active & not suspended

🖥️ 5. Check Email Client Configuration 📝

📌 Correct email client settings:

Incoming Server: mail.yourdomain.com
Outgoing Server: mail.yourdomain.com
IMAP Port: 993 (SSL/TLS)
POP3 Port: 995 (SSL/TLS)
SMTP Port: 465 (SSL/TLS) or 587 (STARTTLS)
Authentication: Required

✅ Enable SMTP authentication in the email client settings. ✅ Use secure SSL/TLS encryption for outgoing emails.

📌 Related Guide: Troubleshooting SMTP Relay Issues in VPS Hosting

🔎 6. Inspect Server Logs & Identify Common Email Issues 📊

🛑 Common Issues & Fixes:

✅ ❌ Cannot Send or Receive Emails:

• Verify SMTP/POP/IMAP settings.

• Check DNS records and email client configuration.

• Inspect server logs for errors.

✅ 📥 Emails Going to Spam:

• Check SPF, DKIM, and DMARC authentication.

• Review email content for spam triggers.

• Ensure server IP is not blacklisted.

✅ 📦 Email Quota Exceeded:

• Delete old emails or increase mailbox size via cPanel.

✅ 🔑 Authentication Errors:

• Confirm correct email credentials (username & password).

• Ensure SMTP authentication is enabled.

📌 Check Server Email Logs:

tail -f /var/log/exim_mainlog

📌 Related Guide: Managing Exim Mail Queue: Comprehensive Guide

📡 7. Escalate If Necessary 🔄

If the issue persists after performing the above troubleshooting steps, escalate it to higher-tier support or a specialized email team.

🔹 What to Include in the Escalation? ✅ Client’s email address & domain ✅ Screenshots of errors (if available) ✅ Logs or diagnostic results ✅ Steps already attempted

📞 8. Communicate Clearly with the Client 📢

🚀 Keep the client updated on troubleshooting progress. ✅ Provide step-by-step instructions for fixes. ✅ Explain issues in simple terms (avoid jargon). ✅ Follow up to ensure resolution.

📖 9. Document & Maintain a Knowledge Base 📂

✅ Log the issue & steps taken to resolve it. ✅ Update internal documentation to help future troubleshooting. ✅ Contribute to DomainIndia.com’s knowledge base to assist other team members.

🎯 Conclusion: Be Methodical & Proactive!

By following these structured steps, reseller hosting email issues can be quickly diagnosed and resolved. Providing excellent support not only helps retain clients but also strengthens DomainIndia.com's reputation. ✅

📌 Related Resources:

• 🔗 Fixing Exim 421 Error: Causes and Solutions

• 🔗 Mastering Email Security: A Comprehensive Guide

📞 Need Additional Help? Contact Domain India Support! https://www.domainindia.com/support 🚀