troubleshooting Question

Mail Dissappeared after DNS change?

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musickmann asked on
Email ServersDNS
5 Comments1 Solution239 ViewsLast Modified:
I have a client using an email service with a provider that uses Ice Warp. This provider was also hosting her website. She went to another company to have a new site designed, and then wanted her web address to be transferred to the new site, but keep the current provider for email.

She came to me because the current provider refused to make the change, saying that he didn't not provide email only service, if she didn't host her website with him, he wouldn't allow her to continue to access email.

So, my solution was to change her nameservers to my servers, since she had direct control of the domain name, then have my nameservers direct her web traffic to the new site, but the email traffic to the old servers.

This change took place on Saturday morning. It took a while for the web traffic to find the new site, was still hit or miss on Monday morning, but by the afternoon on Monday it seemed all good. All this time, she had no problem with email.

Now, suddenly all the folders in her email account are gone, along with all the mail that was in them. She only uses a web interface, using the IP address of the mail server to access, and mobile devices like iPhone and iPad to access mail.

We're trying to figure out what could have happened to all her email. As far as I'm aware, the DNS and nameserver changes I made only would affect traffic of new emails, and couldn't possibly affect mail that already existed on the mail server. If course, the guy who controls the mail server is telling her it's all my fault for making changes to DNS.

I'm just trying to figure out if theres something I did that could have screwed it all up, or what could have happened here.

PLEASE any thoughts are more than welcome!
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