Knowledgebase
Web Site Issues
Why can’t I see my web site (and or get any emails)?
Our servers have a self-protection mechanism which blocks the IP addresses of potential hackers and spammers. If you have had trouble with your email (see above), your email program may have failed logging in too many times and therefore your IP has become blocked. Step 1, go to www.google.com.au and type “what is my IP address” and press enter. On the results page you will be shown your ‘public IP address’; copy this IP address and send us an email from our support request page to inform us that you need your IP address checked against our block list (make sure you paste your IP address in there). If you are blocked we’ll unblock your IP address and then help you* to figure out which of your devices needs attention.
* if we need to remote control or come to you there may be a fee. Click to view our fees schedule.
Why Is My Email Not Working?
When your emails stop working it can be inconvenient and frustrating, but the key is not to panic. Do NOT go ahead and change any settings to see if you can get it working again. There are a number of reasons why it stopped working and most of them are very easy to resolve. Here are some helpful tips:
1. Wait a little while
If your email account was working fine then suddenly stops, it could be a temporary issue, either with the hosting server or your Internet Service Provider (ISP). If you receive an “Undeliverable” message notification the server may be busy or offline temporarily. If your website isn’t working either, then this is likely the case. Simply wait a few minutes and try again. The web host is usually aware of any server issues and will be doing their best to resolve them as quick as possible.
If you can’t view any websites at all, then your internet connection is probably down. Contact your ISP for assistance.
2. Restart your computer (and/or your modem)
It’s amazing how often this can fix the problem. A number of issues are temporary glitches that can be resolved by switching your computer off and on again.
3. Check your mailbox quota (if you have access to your cPanel)
If you cannot receive emails, it’s possible your mailbox is full. To verify this is the problem, you can login to your control panel and see if you have reached your mailbox quota. Increasing the quota will also resolve the issue. If the hosting disk space is full, again you will need to delete unwanted emails to free up space, or contact us to increase your hosting plan. You can use your webmail (www.yourdomainname.com.au/webmail) to log in and delete any unwanted emails. Note: make sure you also empty (purge) the ‘deleted items’.
4. Check that your details are correct
If you’ve setup an existing email account on a new computer, make sure you have imported all the information in correctly. Check that your username, password and mail servers are all accurate.
Click here to compare your settings with our Email Setup Guides
If you’ve changed ISP’s (internet service providers) then the chances are you will also need to update your outgoing mail server, as it will be set to your old provider. Go to ‘Tools’ ‘Account settings’ and click on the email account, you will be able to edit details.
Incoming mail server should be mail.yourdomainname.com.au
Outgoing mail server should be your current ISP mail server
When using your ISP for your outgoing mail server, in ‘more’ settings, make sure the ‘my outgoing server requires authentication’ box is not checked. However if you are using your domain (mail.yourdomainname.com.au) then you MUST have this box ticked and you should also select “use same settings as my incoming mail server”.
Another cause of the problem may be your security software. Sometimes an anti-virus update or changing the firewall configuration can block email traffic. To see if this is causing the problem, turn of your antivirus and/or firewall and then try your emails. If they work, then your security software is causing the problem. Adjusting settings on these should fix this.
Occasionally your email may not work because maintenance is being performed on our hosting servers or their is a temporary problem. If this is the case, we will have technicians working on it immediately until the issue is resolved. These problems are rare and are usually fixed within the hour…sometimes just a few minutes!
If you can receive emails but not send, the issue is related to the outgoing mail server. If you’ve just switched providers, you will need to update the outgoing server to the new ISP, see above link for list.
If you’ve recently installed a new program or software, it’s possible that it’s blocking the outgoing port. By default, the outgoing port is 25. If a program is blocking the port, you can use port 587 instead. Go to your account settings, click on ‘more’ and on the ‘advanced’ tab change the port from 25 to 587.
There may also be a mail server connectivity issue, and port 110 (the default incoming port) is not working. Go to your advanced tab under ‘more settings’ and change this from 110 to 143.
5. Google the problem
If you’re getting an error message, copy and paste it into Google. This will give you information on exactly what is wrong.
6. Contact us to request a remote control or onsite visit
We can usually help you free of charge via phone (simple quick fixes), or for more complex situations via remote control. Please click to view our fees schedule.
If you/we cannot resolve the problem, it may be worth calling a computer technician to look into the setup on your pc/device; let us know if you want us to recommend one of our trusted partners.
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