Troubleshooting Email Issues

Listed below are some potential issues you may encounter with your email along with some steps to try to resolve the issue. You can also check the status of our email server at this website:

http://status.emailsrvr.com/


I cannot send e-mail in Webmail.

If you can receive but cannot send e-mail in Webmail, you should first check to see if anyone else is having the same issue. If not, send a test e-mail to someone at your location and to someone outside of your location. If you receive any bounceback e-mails, you can search the internet for the non-deliverable code to see why it was not sent. If you did not receive any bounceback e-mails and nobody received your e-mails, then you should contact Technical Support.
 

I cannot send e-mail in Outlook (or another e-mail program).

First, try sending a test e-mail in Webmail. If you are not able to send from Webmail, then you should follow the instructions above for "I cannot send e-mail in Webmail" or contact Technical Support.

If you can send e-mail in Webmail, this usually means that there is an incorrect e-mail setting. If you are receiving an error message, you can use this to help determine which setting is incorrect. Click here to find the settings for your e-mail program.
 

I cannot send an e-mail to someone with the same domain.

First, check to see if they are able to send to you. Are you receiving any bouceback e-mails? If so, this will help determine the cause. If not, you should contact Technical Support.
 

I cannot receive e-mail in Webmail.

If you can send but cannot receive e-mail in Webmail, you should first check to see if anyone else is having the same issue. If not, have someone send you an e-mail from the same domain as your e-mail and also from outside of your domain (Hotmail, Gmail, Yahoo, etc.). Verify that they do not receive any bounceback errors. If you still cannot receive e-mail, contact Technical Support.
 

I cannot receive e-mail in Outlook (or another e-mail program).

First, check to see if you can receive e-mails in Webmail. If you are not able to receive from Webmail, then you should follow the instructions above for "I cannot receive e-mail in Webmail".

If you can receive e-mail in Webmail, you should verify the e-mail address that the sender is using and check to see if they are receiving any bounceback e-mails. Also verify that the e-mail is not going to your Spam folder.

If you still cannot receive e-mail, you should check your e-mail settings. Click here to find the settings for your e-mail program.
 

I cannot send or receive e-mail in Webmail.

If you are not able to send or receive e-mail in Webmail, check to see if anyone else is having the same issue and contact Technical Support.
 

I cannot send or receive e-mail in Outlook (or another e-mail program).

If your e-mail isn't working in your e-mail program, but works in Webmail, this usually means that there is an incorrect e-mail setting. Click here to find the settings for your e-mail program.
 

My Outlook automatically gives an error and shuts down upon opening.

If your Outlook crashes upon opening, you should first verify that you can send and receive e-mail in Webmail. If so, disable the send/receive upon startup by double-clicking Outlook to open it, and immediately holding the CTRL key until after Outlook finishes opening. This will allow you to see if there is anything in your outbox that might have a corrupted attachment.
 

An e-mail that I sent is being returned.

If you receive an e-mail stating that your message was not deliverable, it usually includes a code that explains the cause. Listed below are some codes and their meaning. If your code is not listed here, you should forward your returned e-mail to Technical Support, support@artistrylabs.com.

Greylisted
Error: 451 Greylisted, please try again in 60 seconds
Greylisting (or graylisting) is a method of defending e-mail users against spam. An email address with greylisting will "temporarily reject" any email from a sender it does not recognize. If the mail is legitimate, the Artistry mail server will try to send it again later, at which time the recipient will accept it. Theoretically, if the mail is from a spammer, it will be recognized and permanently rejected. Unfortunately, sometimes mail that is not spam is still marked as spam.

Check with the person you are sending to and find out if the emails are ever received. If not, they should be able to add you to a safe-list, or whitelist. If your error message states that the retry failed, then you should try to send it again.

Blacklisted
Error: 571 Email from [ip address] is currently blocked or blacklisted
There are several reasons that an e-mail might get blacklisted:

  1. If your network is using a dynamic IP address and you just happened to get an IP address that was previously blacklisted
  2. If the e-mail address has been marked as spam several times
  3. It is unlikely, but possible, that there could be a program sending out spam using your e-mail as if it is coming directly from you.


Some e-mails will provide the IP address that has been blacklisted along with a link to verify if that IP address has been blacklisted. If your e-mail does not provide this for you, try going to www.whatismyipaddress.com. On this page it will display your IP Address of your computer or network. To run your IP Address through a database of blacklists, place your IP Address at the end of the following address:
www.spamhaus.org/query/bl?ip=

This will bring up a list of blacklists that your IP Address is in. To remove your address, click on the list and follow the directions. If this is the case, I would also recommend running an anti-virus program on the computers on your network.
 

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