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Site has internet but not pop mail

Posted on 2012-04-13
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Last Modified: 2012-04-19
A couple of days ago one office of a firm stopped being able to send and receive pop mail.

They have there own domain hosted by 1&1.  All of the other offices are able to send and receive mail.

I checked with our ISP (Snappy DSL), and neither of us could ping the domain anme server, and tracert fails after the 11th hop and they say the issue is not with them.

I also can't access the webmail provision from this office using the HTTPS login and port? 2096 from the host.

I swapped out the Router/Modem (Zoom X6) with a newer Netgear (DGN2200) and still had the same problem.  The firewall is turned off

There are 6 pc's and they all have the same problem.

The email client is Outlook Express running on XP SP3, but I tried Outlook and Live Mail too with the same results.

Email works fine from the other offices.

the AntiVirus in all the offices is NOD32.

I checked the blacklists and the domain name passed fine

I wasted the whole day out there trying different things and nothing worked.

The folks who mange the web hosting started a trouble ticket but haven't gotten an answer.

We get the following errors: The host mail.customername.com could not be found. Please verify that you have entered the server name correctly and then it list the account and the server with the foloowing Protocol:SMTP, Port25,Secure (SSL)" NO, socket error, 11004, Error Number 0x800CCC0D.

Also "Your server has unexpectedly terminates the connection ....error Number 0x800CCC0F

Any Ideas?  I'm stumped.
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Question by:jc4257
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Expert Comment

by:John Hurst
ID: 37842467
Go to http://www.intodns.com/yourcompany.com  (yourcompany.com is the office domain) and see what it tells you. It will provide an overall health check and you may find something is missing.

.... Thinkpads_User
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Accepted Solution

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jc4257 earned 0 total points
ID: 37846179
For those who may have a similar issue, the Web Hosting company was the problem.  According to them someone at this office put in the wrong password in the CPanel too many times and so they blocked the site.

However, they only blocked mail and also the ports for web access to the mail.

Took them a day to answer, which I feel is way too long.  Further, you would think that although this behavior was suspicious, it came from inside the company and the webhost company should have let the webmaster know whst they were doing.

I'm not skilled in these matters, but I'm miffed that it took a day to figure out and fix.

As Pogo possum said..."We Have Met The Enemy And It Is US!"
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Author Closing Comment

by:jc4257
ID: 37864750
Because the site had internet but not mail  and none of the onsite solutions worked, the most likely issue would be with the ISP or the Mail host and it turned out to be the latter
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