Knowledgebase: e-Mail
I cannot send or receive email through my ISP's email account, but webmail and other email accounts work OK.
Posted by Gabriel Yu on 17 April 2008 12:06 AM

We have investigated a couple of instances of this problem, and both were caused by the computer supplying the wrong IP Address for the ISP's email server, rather than looking up the Domain Name.

Please do a "ping" to your ISP's email server to find its IP Address.  The following example pings "mail.bigpond.com.au" and discovers that its IP address is 144.140.90.10


C:\Documents and Settings\Support>ping mail.bigpond.com.au

Pinging mail.bigpond.com.au [144.140.90.10] with 32 bytes of data:

Reply from 144.140.90.10: bytes=32 time=22ms TTL=249
Reply from 144.140.90.10: bytes=32 time=21ms TTL=249
Reply from 144.140.90.10: bytes=32 time=20ms TTL=249
Reply from 144.140.90.10: bytes=32 time=20ms TTL=249

Ping statistics for 144.140.90.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 22ms, Average = 20ms

C:\Documents and Settings\Support>


Please edit your  Email Account settings to replace the mail server domain name with the IP Address just discovered, as shown below.  Save, and try checking for mail.

Note that the above is a work-around, and not a propper long-term fix for the problem.  By using the domain name the ISP is able to upgrade the email server software on another computer then simply change the Domain Name mapping to send all the clients to the new server.   However the above change will continue to use the old server IP Address, until the old server (or the email service) is turned off (which could be many months later). 

We were unable to determine why the users computer stopped looking up the email server's Domain name - possibly a side effect of virus scanning software, or even some malicious software. 

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