Knowledgebase: Email
Missing and/or Bounced Emails
Posted by Joe Rebis (Import) on 16 September 2006 11:37 PM

At EPhost, Inc., we are always interested in making sure your email is properly delivered and received. If you think that you may have an issue, please help us help you by providing specific details regarding the problem. In order for us to track down a missing or bounced email problem (or any email problem) we will need as much of the following information as you can gather before we begin. Without this information we will not be able to find the particular email transaction in the log files.

First, as a precautionary measure, please check the following:

  1. Look in your junk email folder online (web based email) for missing email.
  2. Turn off your anti-spam service and try sending again.
  3. Turn off your local anti-spam and or firewall and send your email again.
  4. Please make sure you AND the sender have correctly spelled each others email address and that the email address is current.

Second, please collect the following information:

  1. Exact to and from information.
  2. The time and date the email was sent.
  3. A copy of the original email.

If applicable, a copy of the bounce message.

  1. Headers intact if possible.
  2. Have the sender email it to a different email address if necessary.
  3. Did the email contain an attachment?
  4. Your Internet Service Provider.
  5. Your outgoing mail server setting.
  6. Your anti-virus and anti-spam software name.
  7. Can the problem be reproduced?
  8. Optionally: Send us the name and telephone number of the sender/recipient.

See Also: Anti-Spam Email Information

See Also: How can I check my email online (Web Based Email)?

Once you have collected as much information as possible, please send an email to support@ephost.com

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