Server and System Status

A few things have become apparent over the last few days, and noting them here might help others who may still be having issues:

• Outlook: First, we did correct the Outlook instructions on Monday to state that the encryption setting for sending needed to be set to TLS, not SSL. Some people missed that, and it has accounted for the majority of problems with sending email via Outlook.
• Almost all of the rest of the problems were caused by one or two missed settings or spelling mistakes. We can’t overstress that the settings we have provided need to be set exactly. When configuring email settings, there is no such thing as “close enough”.
• Eudora: The “Secure Sockets when Sending” field on the “Generic Properties” tab needs to be set to “Required, STARTTLS”, and the “Secure Sockets when Receiving” field on the “Incoming Mail” tab needs to be set to “Required, Alternate Port”.
• Blackberry: One client was unable to configure their older Blackberry (the operating system on which can’t be upgraded any further past OS5) — even with assistance from their phone company — and ended up buying a new phone and having no problems.
• iPhone: It seems that the iPhone does not turn on SSL by default, so you have to go out of your way to find this under “advanced” settings and turn it on. Please also ensure that the port is set correctly for incoming mail: 993 for IMAPS (IMAP over SSL).
• Android: Contrary to the iPhone, we’ve had a report from a client using an Android-based phone that port 993 did not work, but 143 did.
• Firewalls: We spent a significant amount of time dealing with a firewall issue with one client, after being assured that the firewall had been opened by the network management company managing their firewall. It turned out that the firewall was not open, or at least not sufficiently for the type of connection that was required. After it was properly configured, email miraculously flowed with no problem. Please check your firewalls!
• Email-sending applications: Another fairly unique situation was encountered with a client who uses a “localhost” web and mail server installed on their computer to run a reservations system. This was unable to connect to the mail server, and the vendor of the software was also unable to determine the problem with their software. We had to provide a workaround for the client in this situation.

If you’re still having issues with sending or receiving email, please double and triple check everything, check the above notes for anything that may apply to you and help you get things working, and then contact us if none of that helps.

Thanks for your patience. As frustrating as this migration has been for some of you due to the exactness of the settings required, your mail is on a better, faster, more secure server that is much closer to many of you than the old server was.