Email Guide

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Email Accounts (a.k.a. POP/IMAP Accounts)

At the center of our email services are email accounts. An email account is an email address with a mailbox that resides on our servers.
Image:Email.png You are allowed to create as many email addresses as you want, no matter what hosting plan you're using.
Email accounts can be created for whatever@yourdomain.tld. These can be accessed via POP3, IMAP or using one of the two webmail interfaces available with your account (available at http://www.yourdomain.tld/webmail/):


Site5 also provides SMTP services, however we do recommended that if available, you make use of your ISP-issued SMTP servers instead.

Creating a New Email Account in SiteAdmin

To create a new email account from SiteAdmin, please log into your Site5 Backstage account and click the SiteAdmin tab in the navigation menu. Once your screen loads, follow the simple steps outlined below:

  1. From the left hand side Menu click the "My E-Mail Center" button. An additional drop down menu will present itself.
  2. Click on the "Manage Email Accounts" link.
  3. At the bottom of this page a section titled "Add POP email account" will now be visible.
  4. In the first text field, enter the desired prefix you wish to use for the address in the box to the left of the "@" symbol. This should be only the part of the email address before the "@" symbol--not the full email address!
  5. Using the drop down menu to the right of the "@" symbol and text box mentioned above, select the domain name you wish to use for this email address. This determines the domain name part of the email address (the part after the "@" symbol). The drop down menu will include your account's primary domain name, as well as any subdomains or domain pointers you have created on this account. You can create an unlimited number of email accounts under each of these domains.
  6. In the password field, enter the password you wish to use for this account. You will need to know this password when configuring your email client or accessing the webmail interface.
  7. The quota field is optional. A quota effectively limits the storage capacity for this particular account (Image:Note.png Note: this refers to amount of disk space used, not the number of messages stored). You can set this to a desired amount, leave the default (10 MB) or leave it blank to remove any limits on the account (your email addresses will still be subject to your hosting account's overall disk space quota). Any messages received beyond the set quota will be sent back to the sender with an appropriate error message. [[Image:Lightbulb.pngNOTE: This only applies to messages that are left on the server. If a message is downloaded to your mail client and then deleted from the server, it is no longer counted toward that address' quota.

The "Primary" Email Account

Each hosting account (each site with its own separate SiteAdmin control panel) is also an email account. This email account's address is your default system username (also your main FTP login and SSH login, if you use SSH) at your domain name. For instance, if your domain name was "site5demo.com" and your account username was "site5dem", the default email address would be site5dem@site5demo.com This address is often not used, but is always setup with every account and can not be removed. It will appear in your email address listing in SiteAdmin, but will not have a "delete" option next to it.

Checking Email

The two primary methods for checking your email accounts are by using an email client or webmail. An email client is an application that runs on your desktop computer (i.e. Outlook, Thunderbird or Mail.app), whereas webmail is a web-based interface that can be accessed using a web browser.

Login and Password for Email Addresses

Each email account has a login and password which are used for retrieving mail. An email account's login is the full email address (except for the primary email account described above, whose login is your main hosting account username--usually the first 8 characters of your domain name). The password is whatever you chose when creating the email account in SiteAdmin.

This login and password is used to download mail from the server (using desktop email clients like Microsoft's Outlook, Mozilla's Thunderbird or Apple's Mail.app); or from the webmail interface included with your hosting services, Horde and Squirrelmail, located at http://www.yourdomain.tld/webmail.

Email Client Configuration Guide

Configuring Mozilla Thunderbird 1.5.

  1. Launch Thunderbird, and select the "Tools" menu option then select "Account Settings".
  2. Click on Add Account at the bottom left of the pop-up window.
  3. Select the "Email account" option and click on Next.
  4. Enter your desired display name in the "Your Name" field.
  5. Enter your email address in the "Email Address" field then click on Next.
  6. Select POP or IMAP as the type of incoming server you are using. Within the "incoming server" text box enter "mail.yourdomain.tld" ( replace yourdomain.tld with that of the account you are working with ).
  7. Your "Outgoing Server" can be set to your ISP issued SMTP server ( Recommended, but please contact your ISP for guidance ) or again "mail.yourdomain.tld" and then click on Next.
  8. In the "Incoming User Name" text box, enter your full email address. If using your ISP SMTP, you should obtain your "Outgoing User Name" from your ISP, if using your Site5 issued SMTP, enter your email address once again, then click on "Next".
  9. Enter a name for your email account in the Account Name field, then click Next.
  10. Verify your account information in the dialog box, and once complete select "Finish".
  11. Again from the "tools" menu option at the top of screen, select "Account Settings".
  12. Highlight the "Server Settings" option in the list to the left hand side of the pop-up, directly under the new account listing you have just created.
  13. Click Outgoing Server (SMTP) in the folder list
  14. Select "mail.yourdomain.tld" or hostname.server.tld entry from the list and click Edit. The SMTP Server page appears.
  15. Enter "mail.yourdomain.tld" or hostname.server.tld in the Server Name field.
  16. Select "Use name and password" and enter your email address in the User Name field.
  17. If you are using Site5's SMTP server and your local ISP blocks port 25, you can specify port 2525 instead.
  18. Click on OK then close out the final pop up window. You're done!

Configuring Outlook Express & Outlook ( 2002 )

  1. Open your Outlook email client.
  2. From the "Tools" menu, select "Accounts".
  3. On the pop-up window that presents, select "Add" then click "Mail".
  4. Enter the name you wish to have associated with this email address in the "Display Name" text box, then click "Next".
  5. Enter the full email address you created for this account within the "Email address:" text box.
  6. In the "Incoming mail (POP3, IMAP or HTTP) server:" enter "mail.yourdomain.tld" ( yourdomain is simply an example, replace with the domain name associated with this account). Alternatively, if you wish to connect via SSL enter your server hostname ( consult your welcome letter or contact customer service if you are unsure ).
  7. In the "Outgoing mail (SMTP) server:" field, you have three choices, 1. Enter your ISP issued SMTP Address (Recommended, please contact your ISP if you need assistance with this); 2. Enter your Site5 issued SMTP address "mail.yourdomain.tld" (same rules as above apply .
  8. Click on "Next".
  9. Enter the email address you created in the "Account name:" text box and the password you assigned this address into the "Password:" text box.
  10. Click on "Finish."
  11. Hold it. You're not done just yet. This parts important if you"ve opted to use Site5 issued SMTP or if you want to connect via SSL.
  12. Highlight the "mail.yourdomain.tld" or "server.hostname.tld" under "Account" and click on "Properties".
  13. Click on the "Advanced" tab on the pop-up that presents.
  14. If you are setting up your client to connect via SSL follow the steps below. You can otherwise skip to step #17
  15. Select the box next to "This server requires a secure connection (SSL)" under "Outgoing Mail (SMTP)." and Enter "465" in the "Outgoing mail (SMTP):" field.
  16. Select the box next to "This server requires a secure connection (SSL)" under "Incoming mail (POP3)." The port will change to 995.
  17. Click on the "Servers" tab, and check the box next to "My server requires authentication." If your ISP blocks port 25, you can override the default port number and use port 2525 instead.
  18. Click on "OK."

Connecting Securely To Email

When connecting to IMAP/POP/SMTP via TLS/SSL, you will receive a Certificate mismatch unless you use the server hostname instead of your domain name.

For Webmail, the URL would be: https://servername.site5.com:2096/ (instead of default 2095 port)

While you would be able to connect using your own domain (https://domain.com:2096), it would show a Certificate mismatch which many prefer not to see, this method would be secured over SSL as well however.

Email Forwarders

An email forwarder is a type of email address that is setup for the sole purpose of forwarding email from one address to another. When you setup a forwarder, you can set it up to forward to a POP3 address that you have setup on your account, or you can forward it to an email account that you may have off of the server, such as with your local ISP.

For example, if you wish to forward any messages sent to joe@site5.com to john@site5.com and you already have the account john@site5.com setup as a POP3 account, you would simply login to your SiteAdmin control panel, click on the "My E-Mail Center" link, and select the "Email Forwarders" option. Under the "Add Forwarder" labeled area, in the first text field, please enter the username/prefix (the portion of the address before the @ symbol - "joe" in our previous example) that you wish to setup. In the next text field, you will enter the final destination address to which you want it to forward (john@site5.com in our previous example).

You can forward email to more than one place (other email address) if you wish. Just create more than one forward entry for the same email address.

Please be sure, when you are creating a forwarder, you do not create one for an address that is already setup as a POP3 address as this can cause mail delivery issues.

Full Domain Email Forwarders

When you have one or more domain pointers added to your hosting account, you may want to automatically forward all email from one domain to another. For example, imagine you have a domain example.com and a domain example.net and that you have two accounts on mydomain.com: john@example.com and mary@example.com. You want that all e-mail addressed to john@example.net be automatically forwarded to john@example.com, and all email for mary@example.net to be forwarded to mary@example.com. You might create two forwarders as explained in Email Forwarders, but if you later add another account bob@example.com, you will also have to create a new forwarder for bob@example.net.

Instead, you can create an email domain forwarder. To create a domain email forwarded, login to your SiteAdmin control panel, click on "My E-Mail Center" and select the "Domain Forwaders" option. Under the "Add domain forwarder" labeled area, in the first drop-down box, please select the domain which you want to automatically forward email for ("example.net" in our previous example). In the next drop-down box, you will enter the destination domain to which you want it to forward (example.com in our previous example).

Image:Info.png NOTES:

  • Email won't be forwarded if the account to which it is sent already exists. For example, if you create jane@example.net on [[SiteAdmin\\, then e-mail sent to jane@example.net will not be forwarded to jane@example.com (unless you manually create an email forwarder from jane@example.net to jane@example.com.)
  • If you create an email domain forwarder, then that setting will override the default or catch-all email address for that domain. All email sent to non-existing addresses of the forwarded domain will be automatically sent to the default e-mail address of the destination domain (or rejected if the default e-mail address of the destination domain is disabled.)

Autoresponders

Autoresponders are used for automatic notification when someone sends an email to one of your email addresses. This is mainly used to let people know that you have received their email or to let them know when you are out of town. In order to setup an autoresponder you first need to login to your SiteAdmin control panel.

Once logged into SiteAdmin you will need to click the section "My E-Mail Center". Once you have done that click "Auto Responders" and you will be brought to the page where you will setup your autoresponder. On this page you have a few options, first in the "Email" box you will chose which email address you want to set this up on. Next you will setup what you want in the "From" fields as well as the "Subject" when an email is sent to the autoresponder. Last but now least you will need to setup the "Body". Simply fill in what you want the message to say when someone emails the chosen email and that is what they will automatically get sent back to them when they email you. Once that is done simply click the "Add" button and the autoresponder will be completely setup.

Default or "Catch-All" Email Address

Each account has a catch-all email address which is disabled by default. The catch-all address will "catch" any email sent to an address on your domain that is not specifically defined elsewhere (POP/IMAP address, forwarded, mailing list, etc.)

IMPORTANT: Unless specifically required, it is strongly recommended that you leave the default email address disabled as it is very much prone to dictionary style spam distribution as well it is often a source for forged or "Joe Job" returned email messages.

Uses for the Catch-All Address

Using the Catch-All can be handy for ensuring you still get email in the event the name may be misspelled. And it can be handy if you want to use any email name that strikes your fancy "on the fly". If you do use the Catch-All and start getting a lot of spam on a particular address, then you can forward that particular email address to :fail:

So there are two ways to look at email and the use of the Catch-All. You can set up (either as an email account or an email forward) just those email addresses that you want and bounce all the others using the Catch-All, or you can use the Catch-All to receive all your domain mail and specifically bounce the ones you do not want. Pick the approach that best fits your needs.

Disabling the Catch-All Address (Default Setting)

As is described above, the catch-all address is disabled by default. You should have specific requirements and have carefully considered all factors before enabling this account as you will need to be prepared to fight through a large amount of unwanted spam email. If enabled, this account will effectively catch all email that has no other place to go.

If the catch-all target address is set to :fail: (through the SiteAdmin control panel), it is disabled. If you choose to set a target address for the catch all and later decide you would like to once again disable it, you can simply set the destination to :fail: again.

Different Reply-To Email Address

Troubleshooting Email

Below are some general troubleshooting tips that you may wish to follow when your email appears not to be functioning properly. If the issue you are experiencing is similar to this example, it is best to give each of the steps listed below a try, since many email clients are anything but clear with their error messages.

Cannot connect when sending email only

In your email client settings, try changing the SMTP port to 2525 instead of the default port 25. Many ISPs block the default port 25 for other SMTP servers, and this is a rather common issue.

I can connect to send outgoing mail, but it still fails to send

  • Check to make sure you have SMTP Authentication enabled in your email client, which is required by the server in order to send mail. Some ISP's require that you authenticate yourself to their server and use only their smtp server and not your webhost when sending mail.
  • What is the size of the email you are trying to send? Our servers currently limit outgoing messages to 10MB, however when an email is sent with an attachment - it is encoded, the encoding can raise the size of an email quite a bit. Generally speaking, a 7MB attachment may approach the 10MB limit after encoding.
  • How many recipients are there for the email being sent? If an email being sent is of mailing-list size, it is generally best to use mailing list software such as MailMan to send the email in batches.

Error code 0x800CCC0E

Error code 0x800CCC0F

Why is my Trash being purged when 7 days old ?

The underlying control panel software provisions the IMAP services and configuration and at present makes no facility available to reliably alter this setting. A request to address the issue has been placed with the vendor ( view the report here: http://bugzilla.cpanel.net/show_bug.cgi?id=4851 ) but as yet has not been acted upon. If you place email messages in your trash folder, you chance having these messages auto purged. Please only use this folder for storage of emails you no longer require.

Problems with IMAP mailboxes

Apple Mail has an Advanced option for IMAP Path Prefix. If you are having problems with IMAP mailboxes, try setting this option to INBOX. Other mail clients likely have a similar configuration option.

Offsite Email

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