Here is a page that we created to help deal with all the common email issues that we encounter on a daily basis.
This page will help you more than we could possibly in the space of an average phone call.
For most problems, it is usually just an issue with the settings in your email client (Outlook, Mac Mail, etc), this should ALWAYS be the first thing you should check. There is even a step-by-step guide that we have created to help ease the process of checking these settings (below the ‘Frequently Asked Questions’ section).
Below is a list of basic settings that your Email Client should be set to:
(If you want a detailed explanation of how to set these settings, there is a ‘Tutorial’ section below which will guide you through setting them for the most commonly used email clients.)
The settings are as follows:
|Outgoing (SMTP) server||mail.mydomain.com|
|Incoming (POP) server||mail.mydomain.com|
|Advanced: SMTP Port*||Change from 25 to 26|
|SMTP Authentication||Yes; username and password as above (tick "My server requires authentication)|
Be sure to put your full email address in as the username. If you do not do this, you will not receive mail.
*Note: You don't have to change the account name or the SMTP port. You should always set the SMTP port to 26 on laptops or PCs that will travel or use other networks as that will make the settings work anywhere. You may also use your ISP outgoing mail server if you wish, in which case you would normally leave the SMTP port set to 25 (port 26 is only supported by White Dog Green Frog). By the way, the account name change is only cosmetic - it just makes it clear which email account that profile is associated with and may save you confusion in the future!
Frequently Asked Questions
Issue: ‘I can receive mail, but for some reason I can’t send it.’ or vice versa
Usually this indicates that the settings in your email client (Outlook, MacMail) are the issue.When the issue is that you cannot send emails, then the ‘SMTP’ settings are most likely the issue. When the issue is that you cannot receive them, then the POP/POP3 settings are most likely the issue. Going over the settings (listed above) and making sure they are correct will in most cases solve the problem. We also have step-by-step guides to help make this process easier (listed below).
Issue: "Whenever I try and send/receive mail, I get an error saying ‘cannot connect to server’ or something similar”
This could be an issue with you account settings in your email client, or it could be an issue with your connection to us. First check that the internet is connected, secondly try and go to ‘www.whitedoggreenfrog.com’. If you can see our website then it is most likely an issue with your settings. If, when you try to go to our site, you get an error saying “Your IP has been blocked” etc, you will need to call us at 1300 760 850 to get yourself unblocked.
Issue: “I’m trying to send emails, but they keep getting stuck in my Outbox”
Like most of these problems, it COULD be your account settings in your email client, or it could be that your email client is getting ‘confused’. By confused I mean that it may be stuck trying to send the first email in the ‘Outbox’ queue due to an error, and that this may be holding up the rest of your emails from being sent. The most common way to fix this problem is to restart the program/email client. This clears the programs memory and lets it start fresh, as it were.
Issue: “When I try and send/receive emails I get a message saying "Invalid HELO name".
This error occurs when the option “Enable SMTP / Outgoing Server Authentication” has NOT been selected. Simply tick this option, and select ‘use same settings as my incoming mail server’.
Issue: “When I try and send/receive emails I get a message saying "Valid RCPT must precede DATA".
This error also occurs when the option “Enable SMTP / Outgoing Server Authentication” has NOT been selected. Simply tick this option, and select ‘use same settings as my incoming mail server’. This issue may also be caused by the ‘Username’ section in the account settings being incorrect. Double check this and make sure that it is correct.
Tutorials - with pictures
Below is a list of the most commonly used email clients. Click on an email client to see the step-by-step tutorial on how to set them up correctly.
These have yet to be added (Sorry for the Inconvenience)