In today’s world, software-based email clients are used by almost everyone for personal and professional communication. Whether it’s Outlook, Mac Mail, Thunderbird, or Entourage, most people prefer a software client on their local machine to webmail. Once configured properly, these programs are useful and convenient. The challenge to using a software-based client is that it has to establish and maintain a connection to the mail server in order to send and receive mail. If the client is not configured precisely to the mail server’s specifications, the connection cannot be established.
Basic Configuration
When configuring a new account, one of the first questions will be “Which type of incoming server?” Either IMAP or POP3 can used to connect to the shared mail servers. The primary difference between the two protocols is the effect on email once a connection to the mail server is established. Using POP3, mail is downloaded to the local machine and removed from the shared mail server. With IMAP, mail is downloaded to the local machine, but remains on the server, resulting in two copies of each message.
Since each email address has a mailbox size limit, POP3 is convenient. Mail is stored on the hard drive of the local machine, while the size of the mailbox on the server remains at zero. When using IMAP, copies are left on the server, and occasionally logging on to webmail is required to remove old messages. The advantage of IMAP is that it allows synchronization between multiple clients, such as a home and a work computer, or a home computer and a mobile device.
Next, a new account setup will require information such as the user and password, along with the incoming and outgoing mail servers. The username will always be the full email address (the user name, followed by the @ symbol, followed by the domain name).
On every shared account, the incoming and outgoing mail servers will be the same. The name of the mail server is the domain name with a subdomain named “mail.” For instance, if the domain name is xyz.net, then the mail servers will be mail.xyz.net. Be sure that the incoming and outgoing servers are using the same email address and password. In Outlook, there is a checkbox under the Outgoing Server tab labeled Use same settings as my incoming mail server.
Technical Configuration
Each incoming and outgoing server requires a port number. For the outgoing (SMTP) server, the port number will always be 25 or 50. The incoming port number will vary, depending on which protocol was chosen. POP3 uses port 110, while IMAP uses port 143. Generally, the port numbers are set correctly by default, but it’s good practice to double-check. Many times, Mac Mail or Entourage will be configured to use port 587 for SMTP, which must be updated.
Typically, under the advanced configuration settings, where port numbers are defined, there are options to use an encrypted (SSL) connection to the incoming and outgoing servers. These must be disabled. When using Outlook, be sure that the box labeled Secure Password Authentication (SPA) is also unchecked. SPA is a protocol developed by Microsoft, so this option does not appear on any of the other software clients.
Finally, SMTP Authentication must be enabled for the SMTP server. This option forces a valid username and password before mail can be sent from the shared mail server.
Common Issues
By far, the most common issues relating to software-based email clients arise when the account is not configured properly. Several Hosting.com Email Support Articles are available, which outline the account configuration process for the most common email applications:
Sending Mail Error
Many times, the mail client is able to receive mail, but sending mail results in an error. This is usually caused by a conflict of the mail server’s SMTP settings and the ISP’s (Internet Service Provider) restrictions on SMTP servers. Changing the SMTP port number from 25 to 50 will often resolve this issue.
Another possibility is that the ISP has blocked third-party SMTP servers on their network, forcing the application to utilize their SMTP server. If the outgoing mail issue is not resolved by changing the port number, some research may be necessary to determine which SMTP server and port number the ISP has designated as legitimate.
Generally, ISPs implement these restrictions to reduce the volume of spam on their network. If it appears that either port 25 or third party mail servers are blocked, review our Mail Server Connection Support Article as a guide to test the connection.
Network Connectivity Issue
If the mail client has been working consistently, and suddenly cannot send and/or receive email, this is an indication of a network connectivity issue. In the event of a network connectivity issue, the connection between the local machine and the shared mail server is either too weak to convey the information without significant loss, or severed altogether.
Occasionally, this can be resolved by resetting the modem or router used to establish the internet connection. Other times the resolution is simply out of reach, and likely due to an issue with the ISPs infrastructure. Review our Traceroute Support Article as a guide to determining whether or not the issue is related to network connectivity.
A network connectivity issue is often indicated by the presence of asterisks, or the message “Request Timed Out.” If a network connectivity issue is suspected, contact the ISP immediately. Providing the results of either of the aforementioned diagnostics will aid them in determining the cause of the issue.
Hosting.com Technical Support
If an issue is ever encountered which you cannot resolve using our Support Articles, please do not hesitate to contact Technical Support. We are always available and happy to assist, regardless of the issue.
